LASHAWN TINKER
Pendleton
Summary
Offering solid foundation in educational theory and keen interest in learning and development. Brings capacity to quickly grasp new concepts and integrate them into effective teaching strategies. Ready to use and develop communication and instructional design skills in Staff Development roles.
Overview
25
25
years of professional experience
Work History
Adult learning specialist
Indiana Department of Child Services, Indiana
12.2018 - Current
- Collaborates, compiles information, and contributes to curriculum development and implementation.
- Maintained inclusive learning environment to enable adults to gain maximum benefit from lessons.
- Implemented innovative teaching techniques to keep adults engaged and motivated throughout the learning process.
- Served as a liaison between school administration and faculty, facilitating open communication channels for addressing concerns or suggestions.
- Encouraged critical thinking skills by incorporating problem-solving exercises into daily lessons, better preparing students for real-life challenges beyond academia.
- Collaborated with colleagues to develop interdisciplinary units, providing adults with a well-rounded educational experience.
- Utilized data-driven instruction to identify areas of improvement and adjust teaching strategies accordingly, enhancing outcomes.
- Maximizing excellent facilitation skills and proven ability to work effectively with all levels of diversity.
- Developed trusting relationships with clients through empathetic listening, non-judgmental support, and consistent follow-up on their progress.
- Facilitated group workshops on topics such as parenting skills, stress management, and self-care to empower clients in their personal growth.
- Trained new Family Case Managers on agency protocols, best practices, and client engagement techniques to improve overall team performance.
- Educated families on relevant policies and procedures to enhance understanding of the case management process.
- Spearheaded fundraising efforts to support social and community service initiatives.
- Managed volunteer programs focused on providing community services to underserved populations.
- Implemented strategies to increase public awareness of social and community service programs.
- Researched best practices and developed strategies to improve program outcomes.
- Developed and implemented training programs for staff.
Patient access to registration department
Riverview Health Hospital, Noblesville IN
01.2018 - 12.2021
- Maintained compliance with HIPAA regulations, safeguarding sensitive patient information throughout all stages of the registration process.
- Promoted a positive work environment by fostering teamwork among Patient Access Clerk staff members.
- Reduced patient wait times by effectively prioritizing tasks and delegating responsibilities among team members.
- Upheld strict adherence to regulatory guidelines governing access to private health information by carefully monitoring disclosure practices at point-of-care locations.
- Boosted efficiency in handling high-volume patient call load through adept utilization of multi-line phone systems.
- Improved patient experience by efficiently managing appointment scheduling and registration processes.
- Provided valuable administrative support to healthcare professionals, ensuring that critical documentation was readily accessible when needed.
- Provided exceptional customer service while guiding patients through complex insurance plans and payment options.
- Conducted thorough pre-registration processes to verify demographic data, ensuring accuracy in financial systems and EHRs.
- Expedited patient flow by effectively managing bed assignments in collaboration with nursing staff and case management teams.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
Family Case Manager
Indiana Department of Child Services
10.2015 - 12.2018
- Collaborated with interdisciplinary teams, sharing vital information to ensure holistic support for families in need.
- Promoted family stability by connecting clients with appropriate community resources and services.
- Provided crisis intervention and support during emergencies, prioritizing client safety and well-being above all else.
- Ensured accurate documentation of case progress by maintaining detailed records and submitting timely reports to supervisors.
- Developed trusting relationships with clients through empathetic listening, non-judgmental support, and consistent follow-up on their progress.
- Advocated for clients'' rights and needs within the agency and broader social service system, ensuring fair treatment and access to essential resources.
- Coordinated with other professionals, such as therapists, medical providers, and school personnel, to holistically address the unique needs of each family.
- Facilitated group workshops on topics such as parenting skills, stress management, and self-care to empower clients in their personal growth.
- Improved child safety by closely monitoring at-risk families and providing timely interventions when necessary.
- Enhanced family well-being by conducting comprehensive assessments and developing individualized case plans.
- Contributed to continuous improvement efforts within the agency by participating in ongoing training opportunities and providing constructive feedback on existing processes.
- Trained new Family Case Managers on agency protocols, best practices, and client engagement techniques to improve overall team performance.
- Strengthened parent-child relationships through facilitating supervised visitations and coaching on effective communication skills.
- Educated families on relevant policies and procedures to enhance understanding of the case management process.
- Provided leadership, guidance and support to staff members.
- Participated in community events to promote services and engage with public.
- Monitored program performance and outcomes for successful delivery of services.
Case Manager
Health and Hospital Corp, Indianapolis IN
08.2015 - 10.2015
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Collaborated with interdisciplinary teams, sharing vital information to ensure holistic support for families in need.
- Promoted family stability by connecting clients with appropriate community resources and services.
- Provided crisis intervention and support during emergencies, prioritizing client safety and well-being above all else.
- Ensured accurate documentation of case progress by maintaining detailed records and submitting timely reports to supervisors.
- Developed trusting relationships with clients through empathetic listening, non-judgmental support, and consistent follow-up on their progress.
- Advocated for clients'' rights and needs within the agency and broader social service system, ensuring fair treatment and access to essential resources.
- Strengthened parent-child relationships through facilitating supervised visitations and coaching on effective communication skills.
- Implemented tailored interventions based on client needs that led to positive outcomes such as increased school attendance or improved mental health status.
- Increased community awareness of available resources by participating in outreach events and developing partnerships with local organizations.
Family Case Manager
SCAN, Fort Wayne IN
01.2015 - 08.2015
- Promoted family stability by connecting clients with appropriate community resources and services.
- Collaborated with interdisciplinary teams, sharing vital information to ensure holistic support for families in need.
- Provided crisis intervention and support during emergencies, prioritizing client safety and well-being above all else.
- Ensured accurate documentation of case progress by maintaining detailed records and submitting timely reports to supervisors.
- Developed trusting relationships with clients through empathetic listening, non-judgmental support, and consistent follow-up on their progress.
- Advocated for clients'' rights and needs within the agency and broader social service system, ensuring fair treatment and access to essential resources.
- Facilitated group workshops on topics such as parenting skills, stress management, and self-care to empower clients in their personal growth.
- Improved child safety by closely monitoring at-risk families and providing timely interventions when necessary.
- Enhanced family well-being by conducting comprehensive assessments and developing individualized case plans.
- Contributed to continuous improvement efforts within the agency by participating in ongoing training opportunities and providing constructive feedback on existing processes.
- Utilized excellent time management skills to effectively juggle multiple cases concurrently while consistently meeting deadlines.
- Strengthened parent-child relationships through facilitating supervised visitations and coaching on effective communication skills.
- Educated families on relevant policies and procedures to enhance understanding of the case management process.
- Implemented tailored interventions based on client needs that led to positive outcomes such as increased school attendance or improved mental health status.
- Assessed community needs and identified resources for social and community service programs.
- Researched best practices and developed strategies to improve program outcomes.
Processing insurance claims
Lutheran Share Center
09.2014 - 01.2015
- Ensured accuracy in billing procedures, processing insurance claims, and handling financial transactions within the office setting.
- Enhanced patient satisfaction by efficiently processing insurance claims and verifying eligibility.
- Ensured strict adherence to all relevant regulatory requirements through meticulous documentation and reporting practices.
- Streamlined the reconciliation process for faster completion and reduced errors.
- Managed daily cash reconciliation tasks, ensuring timely resolution of discrepancies and accurate recordkeeping.
- Contributed to departmental success by proactively identifying process inefficiencies and recommending solutions for improvement.
- Developed comprehensive understanding of medical terminology, coding systems, and billing procedures for accurate claim processing.
- Safeguarded patient confidentiality during the adjudication process by adhering to HIPAA guidelines and ensuring secure storage of personal information.
- Managed a high volume of claims daily, consistently meeting deadlines and maintaining a low error rate.
Bank Vault Teller
Wells Fargo Bank, Fort Wayne IN
08.2005 - 08.2014
- Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance.
- Properly processed deposits, withdrawals and payments for average of 100 customers daily.
- Greeted and welcomed customers with courteous and professional approach to drive prompt, accurate and efficient transactions.
- Managed high volumes of cash movement accurately, supporting the ongoing operation of the branch effectively.
- Enhanced cash management efficiency by implementing streamlined vault processes and procedures.
- Reduced discrepancies in vault inventory with thorough reconciliations and prompt identification of errors.
- Maintained a reliable and up-to-date knowledge of compliance regulations and cash handling best practices by participating in ongoing professional development opportunities.
- Balanced staff and vault at end of day and secured monies in accordance with established procedures.
- Contributed to a positive work environment by fostering strong relationships with colleagues and maintaining open communication channels.
- Supported, trained and encouraged over 100 employees to actively cross-sell financial institution service and product offerings.
- Ensured secure transactions by strictly adhering to established security protocols and procedures.
- Assisted in training new tellers for seamless integration into the team, boosting overall productivity.
- Improved transaction accuracy with diligent attention to detail during daily counting and verification processes.
- Expedited teller line-ups during peak hours by promptly responding to requests for additional funds from frontline staff, improving overall teller efficiency.
- Performed vault, alarm and door duties to facilitate opening and closing of operations.
- Assisted in the successful completion of internal and external audits through meticulous record-keeping and thorough preparation of required documentation.
- Maintained accurate cash balances through meticulous record-keeping and regular audits.
- Facilitated smooth customer interactions by efficiently processing requests for large currency transactions.
- Contributed to a reduction in losses due to theft or mismanagement by vigilantly monitoring activity within the vault area throughout each shift worked.
- Collaborated with other departments as needed, ensuring seamless coordination in support of bank-wide goals and objectives.
- Maintained strict confidentiality of bank records and client information.
Customer Service Manager
Wells Fargo Call Center
10.1999 - 12.2004
- Facilitated weekly team meetings focused on identifying trends in customer inquiries and discussing strategies for addressing common pain points.
- Optimized resource allocation through effective workforce management techniques, balancing workload with staffing needs.
- Implemented ongoing training programs to ensure agents were well-equipped with up-to-date product knowledge and refined soft skills.
- Established clear communication channels between agents, supervisors, and other departments for efficient problem-solving processes.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Identified upselling opportunities to increase revenue generation.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Science - Criminal Justice
Trine University
Fort Wayne, INBachelor of Science - Psychology
Trine University
Fort Wayne, INMaster of Science - Psychology
The Chicago School of Professional Psychology
Los Angeles, CA08-2024
Skills
- Training delivery
- Social development and integration
- Currently a CPS (Child Passenger Safety Instructor) Certified
- Leadership workshop
- Support group leader
- Reporting requirements
- Blended learning strategies
- Reliability
- Coaching and mentoring
- Activity planning
- Adult learning theory
- Virtual classroom management
COMMUNICATION
I created and developed a presentation regarding secondary stress and the impact it has on foster parents. With the utilization on facts and statistics, I conducted my first presentation to a board that consisted of Staff Development Director and supervisors. This presentation impressed the board leading me to become a great trainer currently.
LEADERSHIP
Completing Leadership academy, I have been able to enhance how I collaborate and inspire others to become their best in all that they do. Showing that I am able to make decision, enhance team moral, team building, and communicate have been a key to my success.
Accomplishments
- Supervised team of 10 staff members.
- Collaborated with team of three in the development of a platform for families to obtain resources to enhance their parenting.
- Achieved high appraisal rating by introducing teams and Zoom inner tools for improving adult learning tasks.
- Collaborated with team of three in the development of Spanish translated training manuals for families.
Languages
English
Professional Working
Timeline
Adult learning specialist
Indiana Department of Child Services, Indiana
12.2018 - Current
Patient access to registration department
Riverview Health Hospital, Noblesville IN
01.2018 - 12.2021
Family Case Manager
Indiana Department of Child Services
10.2015 - 12.2018
Case Manager
Health and Hospital Corp, Indianapolis IN
08.2015 - 10.2015
Family Case Manager
SCAN, Fort Wayne IN
01.2015 - 08.2015
Processing insurance claims
Lutheran Share Center
09.2014 - 01.2015
Bank Vault Teller
Wells Fargo Bank, Fort Wayne IN
08.2005 - 08.2014
Customer Service Manager
Wells Fargo Call Center
10.1999 - 12.2004
Bachelor of Science - Psychology
Trine University
Bachelor of Science - Criminal Justice
Trine University
Master of Science - Psychology
The Chicago School of Professional Psychology
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