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Skills

  • Transportation solution development
  • Schedule mastery
  • Office equipment proficiency
  • Conflict resolution and problem-solving with families and clients
  • Customer relations
  • Call center experience
  • Route management
  • Accurate medical record-keeping
  • Inventory control
  • Client outreach and engagement strategies

Work Experiences

  • Was in charge of mentoring junior team members and managing employee relations.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Collaborated with managers to create service improvement plans.
  • Consistently outperformed my daily credit card application goals.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Followed up on shipping statuses and expedited orders with customers and retail buyers.
  • Devised and implemented process improvements in order to reduce workloads and improve callback efficiency.
  • Shared detailed information about ServiceNow options to assist customers in making decisions.
  • Was in charge of the warranty counseling process in order to keep costs under control.
  • Provided quick, friendly, and knowledgeable service for routine questions and service complaints.

Summaries

  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • When dealing with a variety of customer needs in high-volume call center environments, always friendly and professional.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Category regulations and procedures are second nature to me.
  • Customer service professional who is used to working in a fast-paced metric call center environment.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • Trained in the use of ServiceNow and has in-depth knowledge of team leadership.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.

Accomplishments

  • Trained 12 new hires on best practices in client care, improving team integration and contributing to a 76% reduction in errors.
  • Crafted personalized educational and recreational programs for clients, promoting skill-building and increasing functional independence by 47%.
  • Supported a caseload of 4 clients while consistently achieving performance targets, recognized by Harbor & Co. For exceptional service.
  • Reduced intake process time by integrating ServiceNow, enabling the service team to onboard 12 more clients monthly without service delays.
  • Provided ongoing emotional and logistical support for caregivers, improving family satisfaction rates by 76% based on feedback surveys.
  • Reduced gaps in service delivery by streamlining scheduling processes using Workday, ensuring 85% more timely intervention support.
  • Standardized the delivery of educational content for standard, increasing client engagement and educational success by 36%.
  • Conducted post-intervention follow-up assessments, demonstrating improvements in initiative for clients over method.
  • Assessed and documented client safety risks, contributing to a 80% decrease in incident reports across residential settings.
  • Achieved Employee of the Year from Summit Group for reducing the relapse rate by 38% within vulnerable populations under care.

Affiliations

  • Graduate, Positive Behavioral Support (PBS) Certification Program – Completed certification focusing on behavioral interventions for individuals with developmental disabilities.
  • Attendee, Annual Direct Support Professional Conference – Participated in workshops focused on enhancing client self-determination and dignity.
  • Member, American Association on Intellectual and Developmental Disabilities (AAIDD) – Engaged in advancing policies and practices that improve life quality for people with intellectual and developmental disabilities.
  • Affiliate, National Council on Independent Living (NCIL) – Active contributor in promoting disability rights and independent living advocacy.
  • Participant, American Network of Community Options and Resources (ANCOR) – Engaged in discussions on policy advocacy for individuals with disabilities.
  • Member, National Association of Direct Support Professionals (NADSP) – Actively engaged in promoting professional development in direct support services.
  • Participant, National Association of Social Workers (NASW) – Attended conferences and educational seminars on ethical community support policies.
  • Certificant, First Aid and CPR – Maintained up-to-date certifications crucial for safely managing emergencies in client care settings.
  • Member, Direct Care Workers Association of Phoenix – Focused on professional development and best practices for direct care workers.
  • Certified Member, International Association for Social Work with Groups (IASWG) – Focused on enhancing group dynamics and client care outcomes.

Certifications

  • Apple Certified Associate (ACA)
  • Medication Technician Certification (MT)
  • Dual Diagnosis Specialist Certification
  • Certified Disability Management Specialist (CDMS)
  • Association for Project Management (APM)
  • Salesforce
  • SAP Certified Application Associate
  • Nonviolent Crisis Intervention Certification by the Crisis Prevention Institute (CPI)
  • Certified Direct Support Professional (CDSP) by the National Alliance for Direct Support Professionals (NADSP)
  • SHRM Senior Certified Professional (SHRM-SCP)

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