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Skills

  • Leadership in Advocate Training Programs
  • Cross-functional Collaboration in Crisis Response
  • Partnership Development with Local Shelters
  • Crisis Counseling Certification (Scrum Master)
  • First Aid/CPR
  • Communications
  • Multilingual client support Portuguese
  • Supervision
  • Preventing Burnout in Crisis Teams
  • Budgets

Work Experiences

  • Transported Workday to three years customer locations.
  • Coordinated efforts with bilingual advocates.
  • Identified service gaps and found needed resources for individuals, such as housing, job placement, and other forms of assistance.
  • Aimed at decreasing compassion fatigue.
  • Assisted clients in obtaining protective orders.
  • Worked with Hotline Advocate on program operations, including providing participant feedback and improvement suggestions.
  • Achieved a 24% annual retention rate.
  • Achieved a 65% reduction in first-week caller mistakes.
  • Collaborated with clinics for outreach programs.
  • Solved category issues, improved operations, and provided excellent customer service.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Certified in ITIL, I excel at handling complex cases in a crisis environment, offering thoughtful support and counseling to abuse survivors while maintaining confidentiality.
  • Strengths in client relations and project management backed up by Miscellaneous training.
  • Analyzed call trends.
  • Clear understanding of risk assessment and performance reporting as well as strategic planning training.
  • Demonstrated ability to form and maintain long-term relationships.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Accomplished Hotline Advocate.
  • Certified in advanced crisis counseling (ITIL).
  • To maintain efficiency and program outreach, skillfully meet diverse needs and address issues.

Accomplishments

  • Developed and implemented continuous training modules for staff and volunteers, resulting in a 27% increase in overall service quality ratings by surveyed clients.
  • Developed and executed a public awareness campaign on domestic abuse, reaching over 3 people and increasing hotline inquiries by 31%.
  • Collaborated with clinical teams to implement follow-up plans for 3 clients, leading to a 68% decrease in crisis recurrences over several months.
  • Completed Lean in trauma-informed care, ensuring culturally competent, empathetic service delivery aligned with best practices.
  • Responded to an average of 7 crisis calls per shift, maintaining a calm and supportive demeanor in high-pressure situations.
  • Escalated over 17 critical cases to local emergency services, ensuring the safety of clients through rapid response and collaboration with first responders.
  • Collaborated with legal advocates to advise clients on filing restraining orders and accessing safe legal recourse, resulting in 3 clients gaining protective orders.
  • Documented and resolved system which led to program.
  • Coordinated emergency relocation for domestic abuse victims to Boston, securing immediate protection for 9 at-risk individuals.
  • Led the research and analysis of hotline usage trends, helping adjust service offerings and improve outreach efforts with a 24% growth in client stabilization rates.

Affiliations

  • Association of Information Technology Professionals
  • Human Rights Campaign - Advocacy Volunteer Programs
  • Alliance for HOPE International Advocate Network
  • Substance Abuse and Mental Health Services Administration (SAMHSA) Collaboration
  • Suicide Prevention Resource Center Advocate Network
  • Society of Women Engineers
  • International Association of Administrative Professionals
  • Rape Crisis Center Advocacy Committee
  • National Association of Crisis Organization Directors
  • National Organization for Victim Assistance (NOVA)

Certifications

  • Certification in Peer Support Advocacy - Cedar Works
  • Certified Compassion Fatigue Specialist (CFS) - Lakeside Partners
  • CompTIA A+ Technician
  • Domestic Violence Hotline Advocate Training - framework
  • Protective Measures and Restraining Orders Training - method
  • Apple Certified Associate (ACA)
  • Comprehensive Safety Planning Certification - framework
  • Certification in Multicultural Competence - Brightline
  • Certified Public Accountant
  • Cisco Certified Internetwork Expert (CCIE)

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