Customer Service Mental Health

Shawn A. Brown, CAP

**** ********** **** ********, ** 23223

Phone: 804-***-****

Email: ad7907@r.postjobfree.com

Professional Experience

Medical Society of Virginia – Virginia Mental Health Access Program (VMAP)

Program & Event Coordinator June 2023 to March 2024

Coordinate Annual Stakeholder & Staff Retreat meetings. Including room set up when in office, hotel accommodations, meals, agenda, invitations etc.

Supports all staff members with logistics and administrative help as necessary, including Zoom, Teams and in person meetings involving scheduling, correspondence, any materials etc.

Ensures all invoices are coded and approved for payment in a timely manner daily

Manages and reconciles department credit card

Maintain supplies and ensure Regions have what they need

Support staff with conference request, coordinating support (sponsorship levels), hotel accommodations, providing fulfillment of the commitment, making payment or submitting check requests

UNOS

Administrative Coordinator January 2020 to May 2023

Support Director, Assistant Directors, Leadership Team and Department of 66 staff

Calendaring

Expense submissions for Director, Leaders & Team

Create tickets for the dept. i.e., IT Support, New Staff request, Team support

Meeting support (scheduling, room reservations, PowerPoints, minutes, meals, supplies, etc)

Assist in streamlining internal processes

Department Newsletter

Onboarding New Staff including 1:1 Admin presentations

Created new Dept. Out of Office process, Job aides & Team Building activities

Creating surveys

Serve on the Social Committee – supports/promotes internal team events and support the community

Virginia Manufacturers Association

Workforce Solutions Manager July 2015 to December 2019

Inbound/Outbound Customer Service calls to Partners in all areas of Workforce Solutions

Process registration for Train the Trainer, applications for Assessment Center applications, Change Request on behalf of Partners

Member support

Send all invoices, process all payments, reconcile and run all reports for Management.

A/R for the Manufacturing Skills Institute (MSI) department via the Sage system

Liaison for Marketing partner to develop marketing pieces and improve company website

Maintain MSI website including post news, creating JotForms for online submissions, monitor Google Analytics etc.

Maintain Litmos Learning Network for Partners, uploading courses, test, assigning students, trainers, proctors, work with Litmos to resolve Partner issues for optimization

Liaison for MSI Career Explore, promoting to children in Middle to High Schools

Contact person for all internal staff’s telephone set-up and maintenance

Edit Adobe Connect Webinars

Create and send Constant Contact emails and notices to members and partners

Manage one staff person and overseeing Projects

Provide daily conflict resolution

General Dynamics Information Technology

Customer Service Representative January 2014 to May 2014

Inbound Customer Service Representative assisting Consumers in all areas of Healthcare.gov

Submit applications for insurance on behalf of Consumers, Agents and Brokers

Resolve difficult situations on an ongoing daily basis

Heart of Virginia Boy Scouts of America

Finance Assistant January 2012 to May 2013

Supporting the Director of Finance to increase giving throughout Central Virginia.

Process and set up all pledges/recurring payments

Create and provide billing and tax statements

Provide all donor acknowledgments

Submit grant applications

American Cancer Society

Senior Community Manager Relay for Life January 2009 to July 2011

Responsible for generating income in given territory as well as manage other staff who do the same.

Maintain relationships on all levels internally and externally to continually support the local communities

Manage income, expenses and budgets within Division guidelines

Create community presentations

Maintain event websites as well as using it as a tool to raise funds and communicate directly with volunteers

Planning meetings and events including logistics for groups sizes 20 to 1000’s

Regional Development Director State April 2007 to December 2008

Responsible for overseeing the financial goals of Central Virginia

Track and regularly report on the progress of multiple regional fundraising events

Conduct regular group and individual staff meetings

Fulfill logistical needs

Engage/manage volunteers in Central Virginia

Recruitment Manager Making Strides Against Breast Cancer November 2007 to April 2008

Responsible for overseeing MSABC walk; train and motivate staff to solicit new survivors and participants so are all successful in reaching financial goals

Supervise three full-time temporary staff in assisting the Region to achieve goal

Income Manager Relay for Life August 2005 to April 2007

Responsible for recruiting and training volunteers to create fundraising events in their local communities

Develop strategies to increase the number of survivors in all areas

Develop and facilitate trainings for all staff

Presentations on giving program to Walmart employees in collaboration with United Way

Maintained ordering process for materials

Coordinate logistics for Relay events

Executive Assistant Communications August 2004 to August 2005

Support the Senior Vice President of Communications as well as Vice President of Marketing, Vice President of Communications and the Online Director.

Budget management for Communication Department

Provide data analysis and weekly reports

Coordinate logistics for staff and volunteers for all meetings to include transportation, hotel, speakers and any supplies

Process and monitor all orders

Process/review P-Card charges and statements as well as all payables

Administrative & Materials Manager Relay for Life September 2001 to August 2004

Responsible for providing support to all Division staff to ensure financial goals are met

Develop processes – timelines

Provide data analysis

Responsible for on call crises control for all weekend events night and day

Establish/ maintain relationships with vendors as well as implementing the web ordering process

Develop and provide materials and training for staff and volunteers

Assist in travel logical coordination for Division meetings/trainings

Provide training to all Relay Staff

Accounts Payable Manager Division March 1997 to September 2001

Responsible for coding and issuing all payables for the Division internally and externally for the Division

Created and maintained finance reports

Administrative Professional Patient Services & Professional Education October 1991 to March 1997

Responsible for providing direct support to the Patient Service and Professional Education Directors

Provide telephone customer service to volunteers and staff

Provide all meeting logistics, provide minutes, update rosters, send correspondence etc.

Education

Certified Administrative Professional (CAP)

Lean Six Yellow Belt Certificate

Reynolds Community College (Accounting)

Obtained Home and Life Insurance License

Various Project Management Courses Completed

Multiple Management and Customer Service Seminars Completed

Computer Skills

Papersave, Microsoft Office, SharePoint, WordPerfect, Mail Chimp, Survey Monkey, Chrome River, Pigeonhole, Jabber, Vizio, Sharepoint, GoTo, Basecamp, Internet & Intranet, Lawson, The Link, Siebel, Lotus Notes, Kintera, SAGE, Litmos, Microsoft 365, ACT, Wordpress, Adobe Connect, DuPont, Constant Contact, Dynamics, eDupont, Zoom, Coursepark, Litmos, Blackbaud

Volunteer Time

Church Usher - Church Greeter - Various church events

Purchasing items and cooking healthy breakfast at a shelter for parents with children and expectant mothers – decorated the room to feel like home

Provide Christmas items for a family

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