Sheba S. Andrew Masters Social Work (MSW) student sheba.s.andrew@gmail.com Summary Eleven years of customer service experience in financial services industry. Areas of knowledge, expertise and transferable skills include: Operations management, client & vendor relationship management and training & development. In 2013, changed careers to pursue my deep desire to be in the field of serving others. Landed at Kaiser Permanente with an opportunity to assist with the operations of a specialty surgical department. In 2014, enrolled in Alcohol & Substance Abuse Counseling certificate program at UC San Diego. In 2015, completed internship at Camp Pendleton, US Marine Core Base to fulfill the counseling certification and passed IC&RC (International Certification & Reciprocity Consortium) written examination in 2016. Currently pursuing Masters in Social Work (MSW) with Direct Practice focus and interning at Mending Matters, a non-profit organization that provides mental health services for high school students at school campuses. Experience Masters in Social Work (MSW) Intern at Chaparral/IDEA High School, El Cajon at Mending Matters August 2016 - Present (8 months) Conduct weekly individual therapy sessions and crisis interventions to adolescent clients. Clinical issues include trauma, loss, substance abuse, behavioral and mental health issues. Maintain a case load of 6 7 clients weekly and this includes writing progress notes, treatment plans and working with school administrative staff and teachers. Facilitate weekly psycho-educational workshops for at-risk high school students on variety of topics including emotion regulation, social skills, suicide and bullying. Co-facilitated process groups. Participate in case consultations with other clinicians on staff. Department Clerk & Project Coordinator for General, Vascular & Plastic Surgery Department at Kaiser Permanente January 2014 - Present (3 years 3 months) Support ambulatory clinic operations by working directly for the Director of surgical departments and with various physicians, advanced practitioners, ancillary clinical and clerical staff members. Accomplishments include: Page1
In August 2015, managed Urologic Surgery department's move project. Coordinated with various servicing units within Kaiser and closely worked providers & management team to ensure minimal impact on patient care. Created and revised various patient informational brochures, handouts and collaborated with clinicians to improve department's initiative to better educate patients on their care. Implemented a pilot project on patient satisfaction which included data collection, handle patient complaints and collaborated with management on process improvements. Other duties include: Managed physician s credentialing application process with other contracted medical facilities. Ensured availability of medical supplies and materials at five clinic locations. Coordinated department events and support group meetings for patients. Revised and created new patient informational brochures for the department. Administrative tasks include processing staff payroll, maintaining employee files, expense reporting, assisting in developing physician schedules and implemented ad-hoc departmental projects. Substance Abuse Counselor Trainee/Intern at Substance Abuse Rehabilitation Program (SARP) September 2014 - October 2015 (1 year 2 months) Facilitated and co-facilitated psycho-educational workshops on DBT (Dialectical Behavioral Therapy), PTSD (Post Traumatic Stress Disorder), CBT (Cognitive Behavioral Therapy), transition to civilian life, communication skills and process groups with licensed clinicians on staff. Participated in multi-disciplinary team meetings and supervision sessions with psychiatrist, psychologists, social workers, substance abuse counselors and psychiatric technicians. Completed intakes, clinical assessments, treatment planning, crisis intervention and referrals under supervision. Participated in live process group sessions. Manager at Encore Capital Group May 2012 - May 2013 (1 year 1 month) Served as an operations manager in the Consumer Support Services department; management of dispute processing teams, focusing on process efficiency and quality of the Phone Team. Performed direct management of 10 employees and indirect management of 20+ employees in offshore operations office, reaching a high level of productivity while maintaining a focus on regulatory compliance. MCM, Inc. is a leading provider of debt management and recovery solutions for consumers. Accomplishments include: Established quantitative benchmarks for accountability and implemented a new structure within the team for operational efficiency. Identified key risk areas and administered projects that lead to improvements in operational structure of the department. Key initiatives include creation of Training Manual, Consumer Call Recording, Page2
Consumer Survey and initiatives to improve call quality to enhance consumer confidence and performance management. Client Services Supervisor at Five Point Capital July 2010 - May 2012 (1 year 11 months) -Manage customer service operations for the company. Serve as a liason between various lending sources, vendors and clients to provide broker services and to ensure customer satisfaction. Customer Service Manager at ACC Consumer Finance January 2007 - December 2009 (3 years) - Managed operations of Customer Service department. Directly coached and supervised a team of 12 to 30 employees. -Managed a new business unit that specialized in troubleshooting and technical issue handling for customers who had starter interrupter devices in their vehicle. Created and administrated a process structure that encompassed troubleshooting efforts with device s manufacturer and working with technicians and dealerships to resolve customer s issue. -Hired and trained new customer service representatives for department s operations. Developed and participated in creating new training materials for both Customer Service and Collections department -Domestic and international outsourcing experience in Denver, CO and in Panama City, Panama Customer Service Representative at ACC Consumer Finance February 2006 - January 2007 (1 year) Customer Service Representative at HSBC June 2005 - February 2006 (9 months) Languages English Tamil Malay (Full professional proficiency) (Native or bilingual proficiency) (Native or bilingual proficiency) Skills & Expertise Team Building Financial Services Training Call Centers Operations Management Customer Service Customer Satisfaction Call Center Microsoft Office Page3
Leadership Management Project Management Sales Management New Business Development Process Improvement Microsoft Excel Account Management Analytics Risk Management Credit Loans Vendor Management Banking Sales Recruiting Coaching Team Leadership Credit Analysis Business Analysis Access Customer Experience Education San Diego State University-California State University Master's degree, Social Work, 2016-2018 Grade: 3.9 University of California, San Diego Alcohol and Substance Abuse Counseling, 2014-2015 Activities and Societies: Internship at SARP ( Substance Abuse Rehabilitation Program), Camp Pendleton, US Marine Core. Universiti Putra Malaysia BSc, Human Development, 2000-2004 Interests Co - occurring Disorders, group process in counseling, hiking, nature and cooking. Certifications RADT-II (Registered Alcohol Drug Trainee II) California Consortium of Addiction Programs and Professionals License Rii05711016 Volunteer Experience Mentor at San Diego Foster Youth Page4
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Sheba S. Andrew Masters Social Work (MSW) student sheba.s.andrew@gmail.com 2 person has recommended Sheba "Sheba is an extremely talented and hard worker. She was always willing to lend a helping hand and research any issues, even if it did not relate to her work. She was friendly and easy to get along with as well, which is definitely a plus. When I first started at Five Point, I often went to her with questions about the operations and she was very helpful. We worked well together and she always had the company's best interest at heart. I would definitely recommend her for any position she was pursuing." Ling (Lisa) Wang, worked with Sheba at Five Point Capital "Sheba was a wonderful resource to work with at Five Point Capital. She had the perfect mix of professionalism and relationship-building skills. Out of the hundreds of different brokers I worked closely with, Sheba at Five Point was my favorite because I knew I was getting the correct information in a courteous manner." Alison Zimpfer, MBA, was with another company when working with Sheba at Five Point Capital Contact Sheba on LinkedIn Page6