Candace T Hylton
P. O Box 2372
Summary
Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Cayman Islands Government - Cayman Islands Postal Service
03.2020 - Current
- Responsible for ensuring the efficient delivery of services at 16 postal facilities across the Cayman Islands, including post offices on Cayman Brac and Little Cayman
- Provide direct supervision of 4-line managers, Manager Philatelic Bureau and 9 Postal Service Officers assigned to duties as the sole officer at a sub-post office; as well as, the indirect supervision of 17 Postal Service Officers reporting to one of the aforementioned line managers.
- Supervise employees and assesse performances to determine training needs and define accurate plans for decreasing process lags.
- In consultation with other senior managers, develop and implement strategies to achieve a World Class Postal Service in the Cayman Islands with particular focus on customer service and the CIPS’ product portfolio.
- Manage the customer service experience at all CIPS customer-contact points, ensuring positive customer engagement, efficient delivery of services and timely resolution of customer queries and complaints.
- Mentor and develop Postal Service Officers assigned to counter duties, to achieve excellence in customer service, and nurture an environment where customer-serving staff excel through encouragement and empowerment.
- Manage and oversee the general operation of the Retail Management System (Swift Postal).
Social Worker
Department of Children and Family Services
09.2018 - 02.2020
- Formulated treatment plan strategies with multidisciplinary teams to provide comprehensive and continuous care plan.
- Administered assessments to identify clients' needs and establish treatment plans.
- Interviewed clients, families, and groups to assess situations, limitations and issues and implement services to address needs.
- Advocated for clients to assure respected rights and wishes.
- Monitored clients' progress to adjust treatment plans accordingly.
- Assisted clients with navigating and accessing social services such as housing and medical care.
- Developed and maintained strong relationships with community resources for successful referrals.
- Maintained regular contact with clients by calling and visiting clients' homes.
- Supported clients and families with empathy and compassion during difficult times.
- Documented client progress and activities in accordance with agency policies and procedures.
- Assisted clients in developing and setting realistic goals to promote positive change.
- Conducted home visits to assess living environment and facilitate access to necessary resources.
- Participated in professional development and training opportunities to enhance clinical skills.
- De-escalated stressful situations through individual and family crisis interventions.
- Helped clients develop new coping mechanisms and techniques to drive behavior modification.
- Managed case load of approximately 50 clients.
- Investigated suspected cases of child abuse and neglect.
- Interviewed and evaluate clients, including conducting safety and risk assessments.
- Collaborated with court, law enforcement and community providers.
- Assessed clients, conducted investigations and compiled information for court reports.
- Made recommendation to court regarding welfare matters and interventions.
- Facilitated mediation between clients.
- Supervised contact between estranged families.
- Completed reports, case summaries, utilize case management system to efficiently maintain accurate documentation.
- Conducted financial assessments.
- Administrative office duties.
Assistant Manager
Children and Youth Foundation - CAY's
02.2015 - 02.2017
- Developed detailed plans based on broad guidance and direction.
- Coordinated client care from pre-admission to post-discharge follow-up.
- Interviewed and evaluated clients, including conducting safety and risk assessment
- Developed comprehensive, individualized treatment plans for clients geared towards effectively meeting treatment goals.
- Developed comprehensive Relapse Prevention Plans and After Care Plans for clients.
- Obtained and supplied information to Social Services and Mental Health Professionals to provide best possible guidance to clients.
- Collaborated with Behavioral Health Teams to serve diagnosed individuals.
- Wrote reports and case summaries and compiled work records, including required statistics.
- Collaborated with court, law enforcement and community providers.
- Assessed clients progress and level of rehabilitation and compiled documentation for court reports.
- Facilitated Team Meetings and family meetings regarding client progress, treatment plan, and the way forward.
- Referred patients to psychiatric and medical examinations, as well as to family assessment planning teams.
- Supplied crisis intervention to clients.
- Counseled individuals regarding behavioral issues, substance abuse, and rehabilitation issues.
- Offered therapeutic services and crises intervention to emotionally disturbed adolescents.
- Facilitated, provided and monitored individual and group counseling services.
- Ensured case management for each client is at established standard.
- Coordinated and conducted educational parenting sessions
- Developed program activities and community based projects.
- Facilitated the development of therapeutic residential programs.
- Supervised, coached and evaluated subordinate members of the therapeutic treatment team.
- Created monthly staff schedules.
- Managed monthly resident activity budget.
- Solicited advice and guidance from senior personnel and other experts when difficult or atypical situations developed.
- Performed administrative/secretarial duties.
Registrar /Payment Processor Supervisor
Cayman Islands Health Service Authority
03.2008 - 01.2015
- Managed 30 Registration Officers.
- Monitored, and maintained various reporting tools for work quality control.
- Completed year end reports for external and internal auditors.
- Developed and maintained Registration Officers’ work manual.
- Developed policies, procedures and revamped job descriptions.
- Developed training materials for employees.
- Oversaw training for employees, and provided orientation for new employees.,
- Investigated complaints regarding work flow processes and against employees.
- Assisted in the recruitment process for new employees.
- Created monthly schedules to ensure that all clinics at the hospital have sufficient staffing 24/7.
- Processed employee time sheets.
- Assisted and monitored lead cashier with end of day balancing and prepared collection reports for the accountant.
- Performed administrative duties.
Registrar /Payment Processor
Cayman Islands Health Service Authority
11.2005 - 03.2008
- Created electronic files for patients.
- Registered patients and updated patient demographics for record keeping and billing purposes.
- Verified patient's insurance information.
- Determined deposits and co-payment based on insurance benefits.
- Processed and receipted patient payments and deposits.
- Provided statements for patients.
- Explained statements to patients
- Balanced float and daily collections.
- Assisted head cashier, balanced overall payments collected by other payment processors and prepared bank deposit's.
- Responded to patient queries.
- Advised family members and patients on various services offered by the hospital and the cost and fees associated with various services.
- Worked on special I.T projects.
- Super User for CERNER hospital software, participated in software updates and trained staff on new or upgraded applications within the software.
- Performed office duties as necessary i.e. answering phones in a timely manner, filling, sending emails and regular office functions.
Education
Master of Science - International Management And Human Resources
University of Roehampton
United Kingdom 11.2018
Bachelor of Science - Social Work
Andrews University
USA08.2014
Skills
- Staff Training, and employee Coaching and Mentoring
- Verbal and Written Communication
- Scheduling and Coordinating
- Performance Tracking and Evaluations
- Special Assignments
- Policy Enforcement
- Work Prioritization
- Conflict Management
- Cash Handling
- Exceptional Interpersonal Communication
- Customer Service
- High Customer Service Standards Adherence
Accomplishments
- Graduated with Honors, 2018
- Graduated with Honors, 2014
- Phi Alpha Social Work Honor Society, 2013.
- Dean's honor list, 2013.
- Presidents list, 2011.
Reading, travelling, trying new things
I love reading, travelling and trying new things, as though doing these things I am afforded the opportunity to keep an open mind, meet new people and learn about different cultures and to appreciate where I am from.
Timeline
Customer Service Manager
Cayman Islands Government - Cayman Islands Postal Service
03.2020 - Current
Social Worker
Department of Children and Family Services
09.2018 - 02.2020
Assistant Manager
Children and Youth Foundation - CAY's
02.2015 - 02.2017
Registrar /Payment Processor Supervisor
Cayman Islands Health Service Authority
03.2008 - 01.2015
Registrar /Payment Processor
Cayman Islands Health Service Authority
11.2005 - 03.2008
Master of Science - International Management And Human Resources
University of Roehampton
Bachelor of Science - Social Work
Andrews University
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