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Skills

  • Developing performance improvement plans (PIPs)
  • Relationship development
  • Escalation protocol development
  • Client relationship building
  • Employee training and development
  • Data-driven decision making
  • Conflict resolution strategies
  • Customer feedback analysis
  • Mentorship and Coaching
  • Community Engagement Initiatives

Work Experiences

  • Achieved a 56% rise in resource utilization.
  • Maintained detailed records of program operations and participant activities.
  • Solved standard issues, improved operations, and provided excellent customer service.
  • Worked with clients to help them make better life choices and get the most out of programs.
  • Collaborated with cross-functional departments.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Conducted regular training and ongoing mentorship programs, reducing employee turnover by 38% and enhancing staff skill sets.
  • Aligned community support services with organizational goals.
  • Achieved a 38% improvement in response times.
  • Created pipelines for community feedback.

Summaries

  • Achieved a 64% rise in resource utilization.
  • Demonstrated ability to form and maintain long-term relationships.
  • Achieved 45% higher client satisfaction.
  • Built long-lasting relationships with internal teams.
  • Achieved this in just three years.
  • Client-focused Community Support Supervisor with expertise in conflict resolution and stakeholder engagement, driving a 65% increase in dispute resolutions.
  • Adept at developing conflict resolution protocols.
  • Adjusted service protocols.
  • Community Support Supervisor is a multi-talented Community Support Supervisor who is consistently rewarded for planning and operational improvements.
  • Addressed service gaps.

Accomplishments

  • Analyzed customer feedback data to implement service improvements, reducing escalations by 51% and enhancing client satisfaction.
  • Mapped customer journeys and reformed outreach strategies, growing community program participation by 44% within 11 months.
  • Reduced staff turnover by 17% through the establishment of mentorship programs and career development workshops.
  • Documented and resolved process which led to system.
  • Managed escalated service quality cases and developed tailored solutions, achieving a 69% drop in escalations over 5 months.
  • Enhanced risk mitigation strategies during crisis periods, reducing operational downtime by 65% and maintaining client confidence.
  • Designed and implemented an advanced customer service training module, increasing overall team proficiency by 58%.
  • Introduced customized employee recognition programs that improved team morale and staff retention by 39% in 2022.
  • Developed a quality assurance framework that enhanced service consistency, reducing ticket errors by 28% and improving team output.
  • Worked with stakeholders to define and implement team KPIs, driving performance improvements and increasing the average response time by 43%.

Affiliations

  • National Association of Community Health Centers (NACHC)
  • International Coach Federation (ICF)
  • American Medical Informatics Association
  • National Coalition for Mental Health Recovery (NCMHR)
  • Community Support Professionals Network (CSPN)
  • International Federation of Social Workers (IFSW)
  • Association for Conflict Resolution (ACR)
  • American Association of Service Coordinators (AASC)
  • Community Anti-Drug Coalitions of America (CADCA)
  • Society of Women Engineers

Certifications

  • Certified in Volunteer Administration (CVA) – Council for Certification in Volunteer Administration
  • Compassion Fatigue Professional Certification - Traumatology Institute
  • Certified Fundraising Executive (CFRE) - CFRE International
  • Certified Crisis Intervention Specialist (CCIS), National Anger Management Association (NAMA)
  • Disaster Management Certification - Federal Emergency Management Agency (FEMA)
  • Certified Nonprofit Professional (CNP) - Lakeside Partners
  • Certified Public Accountant
  • Certified Social Work Supervisor (CSW-S) - program
  • First Aid/CPR Certified
  • Cisco Certified Internetwork Expert (CCIE)

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