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Skills

  • Inbound and outbound calls
  • Bilingual communication skills Spanish
  • Problem resolution
  • Project organization
  • Compassionate client communication
  • MS Office
  • CRM software proficiency Workday
  • Call Center Operations (Power BI)
  • Active listening for client needs
  • Diagnostic interviewing

Work Experiences

  • Assisted in post-intake follow-up procedures, tracking client outcomes over one year to assess service effectiveness.
  • Analyzed patterns in intake data.
  • Assisted in organizing intake forms.
  • Collaborated with the mental health team.
  • Achieved Top Performer for Intake Excellence.
  • Boosted return client rate by 46%.
  • Assisted case managers with faster client assessments.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Aided in the creation of intake policies.
  • Assisted product in decision-making.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Achieved a 45% reduction in intake time.
  • Consistently recognized for exceptional client service.
  • Adept at collaborating with cross-functional teams.
  • Achieved a success rate of 28% in processing client data accurately.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Collaborated with stakeholders.
  • Adept at identifying patterns in intake bottlenecks.
  • Decreased intake time by 60%.
  • Boosted data accuracy by 71%.

Accomplishments

  • 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.
  • Enhanced collaboration with external referral partners, increasing successful client referrals by 75% over two years.
  • Provided ongoing feedback to intake team, coaching 5 staff members to improve data accuracy and client communication.
  • Trained a team of 16 new volunteers in intake processing, reducing onboarding time by 40%.
  • Successfully assisted 12 clients weekly by streamlining intake processes with Workday to ensure smooth service transitions.
  • Played a central role in rolling out Jira, which automated intake workflows, increasing overall client throughput by 63%.
  • Played a key role in reducing intake processing costs by 6 through the integration of automated data entry technology.
  • Documented client interactions and follow-ups with Asana, ensuring accurate case management and timely service.
  • Guided 5 clients through the service intake process, ensuring clear communication of program details and reducing confusion.

Affiliations

  • International Association of Intake Specialists
  • Case Management Society of America (CMSA)
  • Bilingual Intake and Communication Specialists Network
  • National Alliance on Mental Illness (NAMI)
  • American Case Management Association (ACMA)
  • American School Counselor Association (ASCA)
  • Volunteer Coordinator’s Network
  • National Board for Certified Counselors (NBCC)
  • Association of Information Technology Professionals
  • American Counseling Association (ACA)

Certifications

  • Counseling Skills Certificate
  • Certified Nonprofit Professional (CNP)
  • Apple Certified Associate (ACA)
  • Cisco Certified Network Associate (CCNA)
  • Certified Mental Health Technician (CMHT)
  • Nonprofit Management Certificate
  • HIPAA Compliance Certification
  • CompTIA A+ Technician
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Business Analysis Professional (CBAP)

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