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Skills

  • Administrative organization of caseloads
  • Business development understanding
  • Inbound and outbound calling
  • Quality assurance controls
  • Report creation
  • Project management abilities
  • Customer relations
  • Stockroom procedures
  • Senior leadership support
  • Community integration support

Work Experiences

  • Was in charge of mentoring junior team members and managing employee relations.
  • Took 5+ inbound calls per day and directed them to the appropriate people or departments.
  • Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.
  • Provided excellent customer service by following up on issues, improved and streamlined.
  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Used Adobe Creative Suite to complete workflow optimization, which resulted in procedure.
  • 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.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Shared detailed information about ServiceNow options to assist customers in making decisions.

Summaries

  • Direct Service Personnel who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • In stressful situations, calm and composed, and capable of reducing customer dissatisfaction through recognition, decisive communication, and focused solutions.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Service-oriented and quality-focused, with 9 years of Miscellaneous experience and a track record of success.
  • Customer Service Representative with a strong desire to improve customer satisfaction and contribute to the company's overall success.
  • Client service professional with 8 years of experience interacting with clients.
  • Excel in ServiceNow offerings, Jira use, and client relations.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Accurately documents call details, prepares reports, and schedules service.
  • Detail-oriented, quick to respond, and adaptable to changing circumstances.

Accomplishments

  • Partnered with external agencies and resource providers, establishing programs that reduced essential service wait times by 75% for clients.
  • Collaborated with interdisciplinary teams (nurses, social workers, therapists) to ensure a holistic approach, increasing positive outcomes by 18%.
  • Reduced gaps in service delivery by streamlining scheduling processes using Workday, ensuring 85% more timely intervention support.
  • Successfully completed mandatory state certifications and training for metric, ensuring compliance for 4 clients under care.
  • Evaluated program effectiveness and presented data to leadership, leading to a automated that increased service access by 31% for underserved clients.
  • Reduced intake process time by integrating ServiceNow, enabling the service team to onboard 12 more clients monthly without service delays.
  • Maintained meticulous case documentation, ensuring 51% compliance with agency and state regulations during procedure.
  • Generated comprehensive client intake assessments, helping to identify critical needs and improve individualized care plans by 42%.
  • Led conflict mediation sessions between clients and families, successfully improving family-staff collaboration in 2 instances.
  • Developed structured routines for clients with cognitive disabilities, leading to measurable improvements in time management and personal care.

Affiliations

  • Graduate, Positive Behavioral Support (PBS) Certification Program – Completed certification focusing on behavioral interventions for individuals with developmental disabilities.
  • Volunteer, Autism Speaks Walk Fundraising Committee – Coordinated and led fundraising efforts to support autism awareness in 2015.
  • Board Member, Local Disability Advocacy Coalition – Developed policies and strategies to enhance service delivery for people with disabilities in 2019.
  • Affiliate, Community Resource Network of Austin – Collaborated with local agencies to improve resource coordination and direct client access to care.
  • Participant, National Association of Social Workers (NASW) – Attended conferences and educational seminars on ethical community support policies.
  • Certified, Person-Centered Thinking (PCT) Practitioner – Credentialed in promoting decision-making processes that respect the preferences of individuals with disabilities.
  • Volunteer, Raleigh Homeless Assistance Program – Provided direct support to homeless individuals through advocacy, care coordination, and essential needs provision.
  • Member, State Direct Service Workforce Board – Provided insights for workforce development and advocacy for direct support personnel.
  • Affiliate, National Council on Independent Living (NCIL) – Active contributor in promoting disability rights and independent living advocacy.
  • Board Member, Self-Advocacy Association of Portland – Promoted programs that teach individuals with disabilities self-determination and leadership.

Certifications

  • Certified Supported Living Professional (CSLP)
  • Child and Youth Care Certification (CYC) by the Child and Youth Care Certification Board (CYCCB)
  • Nationally Certified Psychiatric Technician (NCPT)
  • Direct Support Professional Registered Certificate (DSP-R) by the California Department of Developmental Services
  • Certified Therapeutic Recreation Specialist (CTRS) by the National Council for Therapeutic Recreation Certification (NCTRC)
  • Nonviolent Crisis Intervention Certification by the Crisis Prevention Institute (CPI)
  • Certificate in Social Emotional Learning (SEL) Practices
  • Applied Behavioral Analysis (ABA) Training Certification
  • Certified Disability Management Specialist (CDMS)
  • Registered Behavior Technician (RBT) Certification by the Behavior Analyst Certification Board (BACB)

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