Trisha A Wisniewski

33245 Melton, Westland, Michigan 48186 (734) 765-8720

e-Mail: Av2208@wayne.edu


PROFESSIONAL ASPIRATION
I look forward to developing my concentration by building on the generalist foundation I gained
in the BSW program. I anticipate acquiring more skills, knowledge, and expertise that can help
foster and enhance my social work knowledge to serve the infant mental health population.


EDUCATION
Bachelor of Social Work 2014 Wayne State University, Detroit
Associate of Criminal Justice 2001 Schoolcraft College


FIELD WORK PLACEMENT

I Rise Family Empowerment Program
Boll Family YMCA (B.A Senior Year Placement) Detroit, MI January 2014 Present

Interpersonal skills such as paraphrasing, summarizing, furthering, open-ended questions, and
empathic responses in addition to observation and active listening are essential to effectively
serve clients at the YMCA. Served as a resource to families in need and strengthen the
relationships in the communities. Grant searching and procurement to help sustain the program.
Supervised and created agenda for the childrens group. Created activities that fostered youth
development and mentoring partnerships.


EMPLOYMENT HISTORY

IMPLEMENTATION SPECIALIST/EDI SPECIALIST
McKesson Pharmacy Systems, Livonia, MI - 2007-2010

Provided Implementation Project Management to new pharmacy customers in a seamless
transition from prospect to long-term customer. Assisted clients during the planning, technical
and deployment phase of project implementation. Managed all aspects of the implementation
life cycle and regular deployment changes.

Overseen a high volume of clients throughout the entire implementation life cycle
including project initiation, technical implementation, custom development, business
analyst and consulting resulting in high end results.
Worked with clients to outline the project scope and business and technology
requirements; by setting expectations and goals, due dates and deliverables, which
ensured timely completion and a successful project.
Trained customers on the self-service web based tools for provisioning of services and
reporting, and assisted with report analysis.

Call Center Team Leader
McKesson Pharmacy Systems, Livonia, MI - 2005-2007

Monitored daily call volume to maintain an appropriate level of staffing. Provided direction and
guidance to achieve performance metrics. Maintained defined goals, measured performance and
communicated goals to the agents.

Aid in the hiring, training, evaluating, coaching and developing team skills for
advancement or promotion opportunities, conducted weekly team meetings, bi-monthly
One-on-One employee meetings, mid year and yearly Performance Reviews.
Accurately and timely communicated software defects to Development Department.
Reviewed all tickets prior to escalation to the next level of support. Took ownership for
calls escalated to Supervisory status, which strengthened customer relationships.
Maintained monthly performance scorecards, agent-rating reports and developed
Employee of the Month Program and served as a management liaison for Employee Fun
Friday Committee.
Evaluated 80 to100 calls and provided feedback during 32 to 40 coaching sessions per
month.

Help Desk Coordinator
McKesson Pharmacy Systems, Livonia, MI October 1998 - May 2005

Averaged 30-50 customer calls daily in help desk environment for Fortune 15 health care
company. Supported !"#$%#&'$(, RX Processing, !"#$%#&'$( Supply Management, Accounts
Receivable, Order Management, and Pharmacy Navigator applications. Used Microsoft Office
applications, SQL Server, remote desktop connections, network paper/label printers, and external
modem connections to troubleshoot and resolve hardware/database issues.

Exceeded department metrics concerning call volume and productivity by 12% after the
second week of employment.
Assisted with departmental call time reduction by focusing on accuracy and product
knowledge development, which led to a personal 3-minute average reduction within the
first month.
Recognized need for improved customer service ratings and used problem-solving and
troubleshooting expertise, which increased the average satisfaction rating from 4 to 4.5
on a 1-5 scale.


COMMUNITY SERVICE
St. Marys Catholic School, Wayne, Michigan September 2013 - present
Teacher resource volunteer

Merrill Palmer Early Childhood Center, Detroit, Michigan September 2012 May 2013
Reading mentor to children and school volunteer

College of Education Early Childhood Center, Detroit, Mi September 2012 December 2012
Reading mentor to children and school volunteer

CERTIFICATES
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