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Skills

  • Team building
  • CRM software proficiency
  • Case monitoring and follow-up
  • Client satisfaction surveys
  • Business operations
  • MS Office
  • Budgets
  • Data-driven decision making
  • Client Database Management
  • Data mining

Work Experiences

  • Assisted process in enrolling 8 clients.
  • Collaborated with marketing to organize cross-departmental case reviews, reducing client wait times by 17 hours.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Advised management on necessary adjustments.
  • Achieved results in 2017.
  • Coordinated with operational teams to set intake benchmarks for new clients entering program, improving service start time by 29%.
  • Transported Asana to three years customer locations.
  • Collaborated with category customers to determine their needs and deliver method service.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Achieved a 45% client satisfaction score.

Summaries

  • Consistently met intake response time benchmarks.
  • Adaptable Intake Representative.
  • The ability to establish trust and rapport with participants has been demonstrated.
  • Clear understanding of stakeholder engagement and project management as well as stakeholder engagement training.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Accomplished within 6 months.
  • Addressed the needs of over 12 clients weekly.
  • Consistently reduced client wait times by category.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 16% success rate in resolving client concerns.

Accomplishments

  • Assisted in the launch of framework, managing the intake process for 8 clients over a framework, and meeting standard.
  • Reduced telephone interview durations by 22% while maintaining a high standard of client engagement.
  • Created automated intake tracking workflows using HubSpot that reduced administrative workloads by 44%.
  • Established reporting protocols for intake trends, which allowed the department to forecast and adjust staffing needs more effectively.
  • Developed and conducted training programs for staff on client communication best practices, resulting in a 55% decline in client complaints.
  • Resolved product issue through consumer testing.
  • Worked with the outreach team to pre-screen leads, increasing the number of qualified intakes by 28%.
  • Reduced intake documentation discrepancies by 67% through process improvements and staff training initiatives.
  • Regularly utilized Microsoft Excel to analyze client demographics and service needs, supporting better resource allocation decisions.
  • Aided in the development of a client feedback loop, allowing for continuous service improvement based on real-time issues.

Affiliations

  • Licensed Clinical Social Worker (LCSW) Organization
  • Lions Club
  • American Academy of Professional Coders (AAPC)
  • International Association of Administrative Professionals
  • National Patient Advocate Foundation
  • Healthcare Administrators Association (HCAA)
  • National Communication Association (NCA)
  • American Marketing Association
  • Association for Supply Chain Management (APICS)
  • Patient Advocate Certification Board (PACB)

Certifications

  • Certified Nonprofit Professional (CNP) - Nonprofit Leadership Alliance
  • Certified Client Experience Professional (CCXP) - Summit Group
  • Medical Billing and Coding Certification – Summit Group
  • ServSafe
  • Salesforce
  • Cisco Certified Network Associate (CCNA)
  • Certified Legal Intake Professional (CLIP) - Lakeside Partners
  • CompTIA A+ Technician
  • Project Management Professional (PMP)
  • Google Data Analytics Professional Certificate

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