Yvonne Akwo
Palmer
Summary
TEAM LEAD
Detailed-oriented team leader, experienced in directing activities of case managers and work groups. Develops strategies, provides training and supervision, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Team Lead Case Manager
Global HealthCare, LLC
02.2020 - Current
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Facilitated individual and group sessions to promote positive behavior change for case managers and consumers.
- Enhanced team collaboration by leading regular case review meetings, promoting unified approach to client care.
- Trained new case managers, raising team's overall competency and service delivery standards.
- Provided leadership, guidance and support to staff members.
Bilingual Case Manager
Central Boston Elder Services
12.2016 - 01.2020
- Enhanced consumer satisfaction by effectively managing a diverse caseload and providing tailored support in both English and French languages.
- Ensured timely referrals to appropriate services by efficiently prioritizing tasks according to urgency or level of need demonstrated by each individual consumer's situation.
- Assessed eligibility criteria for government assistance programs accurately while assisting non-English speaking consumers in submitting necessary applications.
- Streamlined case documentation process, resulting in increased efficiency and improved collaboration among team members.
- Improved consumer outcomes by consistently monitoring progress, adjusting plans as needed, and maintaining regular communication with consumers and stakeholders.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to consumers.
- Participated in interdisciplinary team meetings to coordinate care for consumers.
- Conducted home visits to assess consumer's home environment and provide support.
- Participated in professional development and training opportunities to enhance clinical skills.
Guidance and Counseling
GTHS Buea
01.2012 - 01.2015
- Provide guidance and assistance to students in resolving school, personal and relational problems through individual and group counseling sessions
- Work with students with special needs and prepare lessons tailored to individual students’ needs
- Liaising with stakeholders to ensure students’ issues are addressed and resolved properly, using appropriate procedures
- Direct and orientate students towards appropriate career choices by providing them with useful information
- Help students adjust and adapt to new learning environments
- Participate in information sessions and youth forums and supervise field trips
Customer Service Assistant
01.2007 - 01.2009
- Distribute brochures and provide relevant information of the company to customers
- Answer company calls and prepare monthly bills for clients
- Participate and represent company in public manifestations
- Channel customer complaints to company technicians for prompt reactions and solutions
Education
High School Diploma -
Saker Baptist College
Bachelor’s Degree - Management
The University of Yaounde II
MBA -
University of Massachusetts, Lowell
Lowell, MASkills
- Attention to detail
- Coaching and mentoring
- Deadline management
- Teamwork and collaboration
- Team supervision
- Documentation and reporting
Certification
- Case Management Certificate - CADER, Boston University
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Team Lead Case Manager
Global HealthCare, LLC
02.2020 - Current
Bilingual Case Manager
Central Boston Elder Services
12.2016 - 01.2020
Guidance and Counseling
GTHS Buea
01.2012 - 01.2015
Customer Service Assistant
01.2007 - 01.2009
Bachelor’s Degree - Management
The University of Yaounde II
High School Diploma -
Saker Baptist College
MBA -
University of Massachusetts, Lowell
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