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Skills

  • Client relationship management
  • Call Center Operations (Power BI)
  • Case Management Software Experience (HubSpot)
  • Business operations
  • Client Data Privacy Compliance (method)
  • Customer service
  • Client support and follow-up
  • Coding participant data
  • Interpersonal communication skills
  • Team management

Work Experiences

  • Collaborated with external organizations to streamline client referrals, increasing successful referral outcomes by 22%.
  • Assisted in organizing intake forms.
  • Updated all subjects' contact information and double-checked the data for accuracy.
  • Collaborated with external organizations.
  • Answered 16 calls per three years to help customers with their questions and concerns.
  • Oversaw the delivery of procedure project by standard team, which resulted in system.
  • Transported Jira to 6 months customer locations.
  • Aided in the creation and adherence to intake policies that reduced client processing errors by 59%.
  • Achieved Top Performer for Intake Excellence.
  • Compiled demographic and service data.

Summaries

  • Adept at collaborating with cross-functional teams.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Compassionate and detail-oriented.
  • Achieved a 18% error-free submission rate.
  • The ability to establish trust and rapport with participants has been demonstrated.
  • Consistently recognized for exceptional client service.
  • Contributed to a 85% increase in client satisfaction in 2016.
  • Decreased intake time by 60%.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.

Accomplishments

  • Provided ongoing feedback to intake team, coaching 5 staff members to improve data accuracy and client communication.
  • Successfully supported a caseload of 9 clients, ensuring intake documentation was complete and accurate.
  • Trained a team of 16 new volunteers in intake processing, reducing onboarding time by 40%.
  • Facilitated intake reviews and quality checks, identifying and correcting 14 instances of incomplete data entry.
  • Led periodic reviews of intake procedures, introducing process improvements that reduced intake time by 24%.
  • Collaborated with operations to handle 8 high-volume urgent intakes, ensuring rapid service referrals within three years.
  • Developed intake scripts and workflows that enhanced the speed of client service initiation by 12 minutes.
  • Managed intake case files with QuickBooks, reducing misfiled cases by 66% and ensuring timely updates for stakeholders.
  • Utilized strong multitasking skills to manage an average of 14 intake calls daily, ensuring timely service access for all clients.
  • Reduced potential legal liabilities by ensuring that all intake documentation complied with system requirements.

Affiliations

  • National Organization for Human Services (NOHS)
  • National Alliance on Mental Illness (NAMI)
  • Lions Club
  • United States International Association for Volunteering
  • Freemason
  • National Association of Social Workers
  • American Marketing Association
  • Esteemed Hands-On Service Providers Network
  • American Counseling Association (ACA)
  • American Medical Informatics Association

Certifications

  • Nonprofit Management Certificate
  • Counseling Skills Certificate
  • Certified Public Accountant
  • Trauma and Resilience Certification
  • Certified Business Analysis Professional (CBAP)
  • Certified Intake and Case Management Specialist (CICMS)
  • CompTIA Network+
  • Project Management Professional (PMP)
  • First Aid/CPR Certified
  • Certificate in Case Management for Human Services

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