3110 Burton SE ♦ Grand Rapids, MI 49546 ♦ 616.443.6143 – phone ♦ gina2029@att.

net - email

Gina Smith
EXPERIENCE
03/07 - present The Salvation Army Booth Family Services, Grand Rapids, MI
Emergency Services Case Manager
• Provide casework services and crisis intervention and implement case plans.
• Facilitate program assessment process; determine appropriate intervention.
• Maintain individual case records and statistical data and complete reports.
• Assist with holiday programs and potential disaster response as appropriate.

11/05 - 03/07 Living Word Christian Center, Grand Rapids, MI

Administrative Assistant
• Scheduled appointments, attended various business meetings, and kept meeting minutes.
• Prepared meeting agendas, business documents and reports.
• Maintained a professional atmosphere in the office.
• Provided administrative support and coordination for various ministries throughout the
church and community.
• Developed and maintained various manuals for all ministries.

10/02 – 07/05 Priority Health Managed Benefits, Grand Rapids, MI

Quality Auditor/Trainer, Behavioral Health Intake Coordinator, Customer Service
Representative
• Evaluated quality in all areas of billing, enrollment, & groups.
• Developed and implemented programs and tools used for quality reviews.
• Developed and conducted training programs for employees that include leadership,
interpersonal, and technical skills.
• Designed both core and elective courses, prepared material and facilitated presentations.
• Received, Investigated and responded to telephone, written, and walk in inquiries from
members, providers, agents and employer groups.
• Educated members, providers, and employer groups of health plan benefits, how to access
services and facilitate problem resolution in a courteous and expedient manner.
• Clarified claim status for members, providers, and employer groups.
• Performed risk management screening.
• Referred and authorized initial requests for behavioral health services.
• Identified and re-routed calls that require emergent triage.
• Facilitated claims resolution through follow up on member calls and correspondence.
• Routed claims and correspondence to appropriate departments.
• Served customer by investigating appropriate internal and external resources to resolve
concerns in a timely manner.
• Tracked all correspondence by entering complete documentation of issue in computer
system daily.

11/03 - 07/2007 Body by Design Fitness Center, Grand Rapids, MI

Owner/Office Manager
• Interviewed, hired/terminated, trained, and supervised staff in all areas of operation.
• Planned, directed, designed, and coordinated all business sales promotions,
advertisements and correspondence.
• Designed and instructed health and fitness classes.
• Completed all business related reports.

10/94 - 10/02 FedEx/Federal Express Corporation

Management Trainee, Customer Service Agent, Courier
• Managed and directed over 62 courier routes.
• Conducted interviews.
 • Maintained a professional business atmosphere in World Service Center.
• Maintained cash drawer.
• Completed various daily reports.
• Assisted customers with packages and questions.
• Delivered time sensitive packages throughout the Kent County area.

EDUCATION
Grand Valley State University Allendale, MI
• Completed Bachelor of Science in Communications Degree

Grand Rapids Community College Grand Rapids, MI

• Completed Associates in Liberal Arts Degree

Ottawa Hills High School Grand Rapids, MI

• Received High School Diploma

ADDITIONAL TRAINING

• Substitute Teacher – Grades K-12 Grand Rapids Public Schools

• Completed Leadership Evaluation & Awareness Process Management Training
Program – FedEx Corporation
• Mentor/Instructor Junior Achievement Program
• Completed Facilitation Skills Training – Priority Health

SUMMARY OF QUALIFICATIONS

• Self directed and motivated.

• Effective listener and communicator.
• Strong analytical skills, conflict resolution skills, and very detail oriented.
• Skilled at developing and implementing employment processes.
• Ability to develop and implement employment processes and procedures.
• Track record of taking a leadership role in organizing and improving operations.
• Strong at supporting team members and organizational objectives