TYLISHA NAILS-MAPP
Rosenberg,Texas
Summary
Experience Social Service and Customer Service Professional with over 10 years of work history and proven experience in customer service, problem solving| de-escalating, call center, empathy, and case management. Accomplished measurable results while leading teams of up 8 personnel in a complex, fast - paced environment. Possess a comprehensive background in resolving conflicts, providing guidance for those in need, and crisis intervention derived from conducting domestic and global operations. Demonstrated ability to collaborate and communicate across diverse cultural audiences. Capable of working remotely as well as in the office with impeccable time management and communication skills. Possess extensive knowledge in community outreach, administrative management, managing multiple tasks simultaneously, and navigating multiple screens. Career supported by a Bachelor of Arts in Psychology.
Overview
19
19
years of professional experience
Work History
Case Manger
Keller Postman LLC
Chicago
06.2023 - Current
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Expedited document processing with accurate data entry and timely filing.
- Accurately assisted clients with the discovery phase of cases and provided pre-determined answers to their questions.
Case Manager
United Way
01.2021 - 12.2022
- Provide comprehensive case management and assessments for court participants
- Utilize a comprehensive assessment tool to determine the participants eligibility
- Develop relationships with community resources and build rapport
- Collect data with key stakeholders to maintain confidential administrative documents and policies and procedures
- Weekly visits with each participant to ensure that they are conducting themselves as required as well as connecting them with resources.
Veterans Employment Representative
Texas Veterans Commission
01.2019 - 12.2020
- Received, revised, and returned 200+ professional quality resumes translating military experience into transferrable and relevant job skills with a 40% conversion rate of employment
- Developed rehabilitation plans that fit clients' aptitudes, education levels, physical abilities, and career goals
- Built employer pipelines for existing and future placement opportunities with area employers utilizing cold calling, outreach, and networking activities
- Led social event, transition workshops, and employment partner events throughout the state with attendance upwards of 50+ transition military, veterans, and spouses
- Coach participants on job search strategies while providing resume writing and career coaching services.
Outreach Specialist
Endeavors
01.2018 - 12.2018
- Conducted 10-20 intake assessments per week with potential new residents to ensure their eligibility and assess their income and medical needs
- Provided clients with immediate referrals to outside agencies to establish active benefits and medical attention
- Eradicated barriers to overcoming poverty for clients who phoned for help, by listening, learning, and then advising based on their qualifications
- Conducted outreach activities identifying veterans and dependents eligibility for program assistance
- Searched encampments and various locations for homeless veterans and assisted them with obtaining the necessary social services to get them situated and acclimated to a stable lifestyle.
Managed Care
Disability Service of the Southwest
01.2017 - 12.2018
- Reviewed and edited over 150 client personal annual budgets providing tips and advice for future success in addition to providing intake counseling to 150+ clients
- Escalated calls to a supervisor when dealing with a high-risk call
- Worked closely with over 200 customers to ensure their budget was maintained and payroll was paid accurately
- Effectively communicated directly with patients and/or families either in person or on the phone to complete the registration process by collecting demographics, health information, and verifying insurance
- Utilize computer systems to enter access or verify patient data in real-time ensuring accuracy and completeness of information.
Aviation Technician
United States Navy
01.2005 - 12.2013
- Supervised 5 personnel and provided daily work assignments, job proficiency training, and administrative management, and personal mentoring
- Directed aircraft during take-off and landing
- Refueled aircraft upon return and/or prior to maintenance
- Managed multiple projects and contributed to the success of the team; operated office equipment to include fax machines, copiers, multiple phone systems, and repaired | serviced equipment malfunctions
- Maintained Personally Identifiable Information (PII) for a database of 100+ personnel resulting in zero identity theft incidents.
Education
Bachelor of Arts in Psychology -
Saint Leo University
Virginia Beach, VA01.2016
Skills
- Ability to work independently
- Basic legal terminology
- Ability to adapt in a rapidly shifting environment
- Care Plans
- Crisis Intervention
- Oral Written Communication
- Microsoft Teams, Word, OneNote
- Records Management
- Collaborate with cross functional teams
- Nice In Contact
- Litify
Timeline
Case Manger
Keller Postman LLC
06.2023 - Current
Case Manager
United Way
01.2021 - 12.2022
Veterans Employment Representative
Texas Veterans Commission
01.2019 - 12.2020
Outreach Specialist
Endeavors
01.2018 - 12.2018
Managed Care
Disability Service of the Southwest
01.2017 - 12.2018
Aviation Technician
United States Navy
01.2005 - 12.2013
Bachelor of Arts in Psychology -
Saint Leo University