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Skills

  • Training development aptitude
  • Shipping procedures understanding
  • Recordkeeping strengths
  • Client engagement tactics
  • Interdisciplinary team collaboration
  • Receiving support
  • Crisis intervention strategies
  • Money handling abilities
  • Account management
  • Client empowerment and self-sufficiency mentoring

Work Experiences

  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Averaged 12 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Educated employees on company procedures and services.
  • Followed through on all critical inter-departmental escalations to increase customer retention rates.

Summaries

  • Motivated to address customer concerns directly and efficiently, develop proactive solutions, and implement corrections quickly.
  • Fluent in Spanish. Personable and professional communicator.
  • Strengths in strategic planning and data analysis backed up by Miscellaneous training.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 18 years.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Under duress, personable and professional.
  • Customer service specialist with over 7 years of experience resolving account and service issues for Miscellaneous clients.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Within Miscellaneous, senior Direct Service Associate and outstanding performer in data analysis and project management.

Accomplishments

  • Successfully transitioned 59% of clients into independent living situations by providing strategic support and practical life skills training.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supported clients with developmental disabilities in community integration programs, achieving 27% milestones within two years.
  • Documented client progress toward goals in QuickBooks, contributing to a 48% reduction in paperwork errors during compliance audits.
  • Optimized service documentation processes, reducing client processing time by 41% and improving record accuracy in Salesforce.
  • Supervised safety measures during client outings, achieving framework protocols and reducing incident reports by 43%.
  • Worked with external agencies to secure additional client resources, increasing the availability of essential services by 39%.
  • Coached 5 team members in de-escalation techniques, reducing aggressive incidents within the residential program by 22%.
  • Regularly participated in client case reviews, identifying key areas for service improvement and reducing response time to client needs by 85%.
  • Facilitated individualized care plans for 5 clients, improving daily functioning by 21% over the past year.

Affiliations

  • International Federation of Settlement and Neighborhood Centers (IFSNC)
  • Society of Human Resource Management
  • Society for Social Work Leadership in Health Care (SSWLHC)
  • Coalition on Adult Basic Education (COABE)
  • Toastmasters
  • Association for Supply Chain Management (APICS)
  • American Board of Social Services Professions (ABSSP)
  • National Alliance on Mental Illness (NAMI)
  • International Association of Administrative Professionals
  • Trauma-Informed Care Network

Certifications

  • Certified Case Manager (CCM) – Commission for Case Manager Certification
  • Project Management Professional (PMP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Professional in Chronic Care Management (CCCMP) – metric
  • Certified Housing and Urban Development Specialist – metric
  • Certified Behavioral Health Case Manager (CBHCM) – system
  • Certified in Crisis Intervention and Prevention (CPI Certification) – method
  • Suicide Prevention Training Certificate – standard
  • Certified Assertive Community Treatment (ACT) Team Specialist – program

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