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Skills

  • Call abandonment rate reduction
  • Caller engagement enhancement
  • Caller volume tracking and analysis
  • Regulatory compliance
  • Communications
  • Operational improvement
  • Supervision
  • Client trust-building techniques
  • Written and verbal communication
  • Feedback and performance improvement

Work Experiences

  • Assisted in the annual report.
  • Analyzed the effectiveness of monthly call interventions.
  • Referred clients to the appropriate team members, community agencies, and organizations to meet treatment needs.
  • Collaborated with the hotline feedback team.
  • Coached volunteers in conflict resolution techniques, boosting satisfaction rates among callers dealing with domestic disputes by 78%.
  • Held community workshops to promote various programs and inform the public about services that are available.
  • Looked for industry trends on social media and through online sources.
  • Became certified in Scrum Master.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Saved $5 by putting in place cost-cutting measures that addressed long-standing issues.

Summaries

  • Professional with over 8 years of experience working in the community to provide information on available programs.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Applied active listening and de-escalation strategies.
  • Compassional Hotline Volunteer with a deep understanding of crisis management, consistently recognized for timely and effective assistance during emotional distress.
  • Collaborated with mental health professionals.
  • Certified in ITIL, enabling enhanced facilitation of mental health emergencies, including over 11 critical de-escalations and an overall improvement in referral accuracy for diverse caller needs.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Achieved 12 successful interventions.
  • Adept at identifying operational and service gaps, contributing to a reduction in average caller wait times by 32% and improving overall hotline effectiveness.
  • Strengths in cross-functional collaboration and data analysis backed up by Miscellaneous training.

Accomplishments

  • Collaborated with team of 12 in the development of method.
  • Identified community resource gaps while managing the hotline service’s referral database, leading to the addition of 17 new service partnerships.
  • Delivered trauma-informed care to callers in high-risk situations, consistently ensuring safety plans were established.
  • Improved caller follow-up scheduling by implementing strategic adjustments to volunteer shifts, achieving a more cohesive service schedule.
  • Supported multicultural callers by providing inclusive, culturally competent services, leading to improved caller satisfaction in diverse communities.
  • Aided in the professional development of fellow volunteers through peer feedback sessions, improving overall team performance and service delivery.
  • Actively worked with technology teams to enhance hotline software, significantly increasing the accuracy of case documentation by 28%.
  • Assisted in the creation of a caller-case documentation system leading to an improvement in follow-up processes by 79%.
  • Constructively participated in volunteer meetings to revise protocols, resulting in a 78% improvement in de-escalation outcomes.
  • Collaborated with a leadership team to update volunteer training materials, enhancing training effectiveness and improving new volunteer engagement.

Affiliations

  • Emotional Wellness Volunteer Network
  • Member of the Call Helpline Development Collective
  • Certified Crisis Intervention Specialist (CCIS)
  • National Council for Behavioral Health
  • National Alliance on Mental Illness (NAMI)
  • Substance Abuse and Mental Health Services Administration (SAMHSA)
  • Active Listening: Emotional Support Certification Program
  • Certified in Evidence-Based De-escalation Techniques
  • Lions Club
  • American Medical Informatics Association

Certifications

  • Certified Crisis Intervention Specialist (CCIS)
  • Certified Mental Health Advocate Qualification
  • Microsoft Certified Systems Engineer (MCSE)
  • First Aid/CPR Certified
  • Certified Business Analysis Professional (CBAP)
  • Certified Domestic Violence Advocate (CDVA)
  • Ace-Survey Certified Trauma Responder
  • ServSafe
  • Certified Hotline Crisis Counselor
  • Trauma-Informed Care Certification

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