Adonna Selby

PO Box 293466
Sacramento, CA 95812
916-281-8208
as565132@westpost.net
Interested in Relocating to San Diego or Metro Area

PROFESSIONAL EXPERIENCE
Sacramento Veterans Resource Center,
07/10/06 - Present
7270 E. Southgate Dr. Sacramento, CA 95823

Sr. Case Manager / Employment and Training Program Manager

*Using a "whole person" approach, as an individual and team environment to provi
de employment and training services to clients of a non-profit agency that serve
s veterans. Work with homeless, disadvantaged veterans and OEF/OIF veterans.
*Intake and assessment of veteran's needs and requirements - i.e. Alcohol and Dr
ug Treatment, Behavioral Health, Homelessness, Transitional Housing, Medical /PT
SD,TBI Employment and Education.
*Responsible for 100 <200 clients
*Provide veterans with resource by assisting and advocate to apply for veteran b
enefits, services and navigating the VA medical system
*Interpretation and acquire appropriate documents required by the grantor, proce
ss and maintain client files for multiple State and Federal Grants HUD, HVRP, VE
AP and PRI.
*Maintain client Internal and External Databases , files, documentation, quarter
ly Reporting to DOL
*Support Directors in day to day operations, grant preparations, and implementat
ion of on-call support
*Follow up current and previous clients internal and external by standards set b
y Dept of Labor-
*Continues Case Management of clients by monitoring, directing, and coaching for
self-sufficiency.
*Employment preparation and development - resume writing, presentation and inter
view skills, and educational development.
*Career planning, employment counseling, employment training and instructional
programs
*Well-developed networking capability with local social service organizations an
d employers.
*Outreach and Networking with local organizations Private, State and Federal.
*Close collaboration with VA Representative, Veteran Service Officers, VA Social
Workers. VA Medical Systems, Veteran Homeless - VISN 21, CDVA, Local VFW, Ameri
can Legions, Veterans Community Support Network.
*Close collaboration with State and Federal Representatives and local municipali
ties.
*Set up, prepare and generate job fairs for local veterans for our non-profit or
ganization.
*Prepare and present oral and written presentations to groups and organizations.
*Train, assist, coach and guide new case mangers of internal procedures, policie
s and daily flow of clients and grants.
*Presentations at N. California prisons and correspondence with internal parole
agents for preparation of inmates release i.e. RCCC, Tracy/DVR, Folsom, Susanvil
le, San Luis Obispo, High Desert and Vacaville or any correspondence received.
*Correspondence with veteran inmates to prepare for their intake into Alcohol an
d Drug programs at SVRC, housing, employment and transition into society for a c
lean and sober life style, assist in self-sufficiency. If client/inmate is not v
eteran referral information is sent regarding local services.
*Correspondence in person, phone and email with local Dept of Corrections person
nel, PO Agents, Public Defender to assist in parolee current status in AOD progr
ams, housing, VA Medical, Veterans Benefits, employment and training.

NoteWorld Account Servicing Center, Citrus Heights, CA 2004 - 2006

Customer Service Call Center Supervisor and Technical Support Specialist
*Responsible for employee processing and all Human Resource responsibilities inc
luding interviewing new hires, training, quarterly and annual reviews, insurance
processing and discharges
*Supervise day to day operations within the call center and sales and marketing
department.
*Prepare reports, sales and marketing material, QA of client's files and ensure
accuracy of databases.
*Supervision of call center, sales and marketing, name changes, payroll and file
room.
*Ensure that company KBI's were trained, followed and implemented to ensure supe
rior customer service and database reporting accuracy.
*Provide customer service for escalated calls from employees.
*Services provided to client's regarding their financial contract servicing, inv
estment and
*Sales and Marketing Manager, responsible for outsourcing, direct mailings, outr
each and networking with community and southern california.
*Responsible for travel arrangements, corporate accounts , airfair, hotels, conf
erance rooms and per diem for all of southern california sales and marketing.
Responsible for all local networking escrow, realistate and funding meetings and
informational conferances.
*Daily, weekly and quarterly meetings and reports to upper management teams thro
ugh Customer Relationship Management systems. Ensure goals and statistics were b
eing met in assorted departments.
*Conduct weekly employee team meetings and training.
*Prepare sales and marketing presentations, make travel arrangements and prepare
territories with appropriate tools and locations for sales and marketing traini
ng.
*Research and preparation of amortization of client's accounts.
*Review legal and formal documents for accuracy and appropriate distribution.
*Provided software and hardware support to users at on and off site locations.
*Respond to incoming technical support calls.
*Install and configure software applications according to established corporate
standards on desktop computer systems.
*Create and maintain trouble tickets and tracking spreadsheets for local office.
*Monitor and maintain user's desktops, set ups, installs, profiles and upgrades.
*Maintain user's desktop training manuals.
*Schedule and run server daily, weekly and monthly backups.
*Escalated unresolved trouble tickets to second level support.
*Maintain local server room security and monitoring.
*Maintain PBX system, IVR, set up, and exchange user's phones and profiles.
*Maintain documentation and flow charts of IVR System.
WebMD Practice Services, Santa Clara, CA 2002 - 2004
Project Manager
*Act as a liaison between hardware and software technicians, project coordinator
s and customers.
*Schedule and setup software implementation project plans for new and existing c
lients.
*Schedule and conduct WebEx and LearnLinc Training for new and existing clients.
*Assist in client installs, setting parameters and design training of legacy and
new products.
*Assist in the creation and modification billing statements and other client for
ms.
*Determine needs and requirments of clients front end office and back end, assit
in implementation and training of database to meet clients needs.
*Train on e-commerce transmission of pharmicuticals, radiology,labs and medical
reports for review of reports through database.
*Function as an adminstrator for networking, design, and set up for the needs an
d requirments of the business. i.e. Doctors offices, clinics, hospitals, x-ray,
pharmacuticals, labs, medical and billing. .
TransCore Commercial Services, Beaverton, Oregon 2001 - 2002
QA Liaison and Project/Product Integration
*Quality Assurance Liaison for IRIS (Integrated Re-engineering Information Syste
ms)
mediation and assistance for TransCore, Executive Teams, users, engineers, vende
r's and the QA department as a QA Liaison.
*Determine the needs of the IRIS Project and assist the QA department in prepara
tion of Project management plans, QA plans, strategic processes, procedures and
implementation.
*Technical creation of test scenarios and test cases.
*Key contributor and reviewer of assorted documents of technical, business and o
rganizational documents.
*Preparation of testing environments and execution of test.
TransCore Commercial Services, Beaverton, Oregon 1998 - 2001
Call Center Supervisor
*Supervised staff of 50 employees.
*Monitor and respond to incoming technical support calls.
*Provided backup technical during staffing shortages and system outages.
*Responsibilities included implementation of Mentoring, Coaching and Training in
customer solutions and care.
*Creating a teaching environment and understanding of CRM {Customer Relational M
anagement} for corporate organizational changes.
*Measurement in the staff's overall performance to incorporate superior internal
and external customer needs in the transportation industry.
*Responsible for quarterly and yearly performance reviews of employees.
Army National Guard, Portland, Oregon and Los Alamitos , CA
1991-1989 and 1995-2002
Front Line Emergency Medical Specialist 91C20

*Honorable Discharge
*Specialized Medical Team and Support (SLICE TEAM)
*Behavioral Health Specialist
*Medi-vac NCO, Squad Leader and NBC NCO
*Certified AWOL Recovery official for Unit.
*Terrorist and Urban Warfare Training.
*Local and Community Support - Fires, Floods, and Riot.
*Support Community Outreach.
PROFESSIONAL DEVELOPMENT
*Leadership Training for Corporate Business, Merges, Environment and Culture, Ha
rvard Leadership Program.
*Manager Employee Outsourcing Training, TransCore Commercial Service Consultants
*Managers Human Resource, Legal Training , State of Oregon
*Skill Path Management Seminars, Portland, Oregon
*Veteran Community Support Network - VCSN- Board of Directors
EDUCATION
B.S., Business Administration and Information Systems, University of Phoenix