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Skills

  • Process improvement
  • Customer service
  • Proficient in SAP
  • Needs assessment
  • Time management
  • Complaint resolution
  • Budgets
  • Interviewing skills
  • Compliance auditing
  • Client feedback tracking

Work Experiences

  • Achieved 64% retention for long-term services.
  • Achieved 13% positive feedback.
  • Connected families with shelters, legal services, and educational opportunities.
  • Assessed unique client circumstances.
  • Aligned policies with state requirements.
  • Coordinated team development activities and trainings with senior case managers.
  • Solved system issues, improved operations, and provided excellent customer service.
  • Had an excellent attendance record and was always on time for work.
  • Collaborated with legal counsel to ensure compliance in intake protocols, leading to zero violations during 2024 audit.
  • Looked for industry trends on social media and through online sources.

Summaries

  • Achieved a 42% improvement in intake preparation.
  • Adept at managing intake protocols during high-pressure situations, successfully handling Top Performer-winning crisis interventions and ensuring client safety and resolution.
  • Achieved a 56% increase in productivity.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Clear understanding of risk assessment and stakeholder engagement as well as cross-functional collaboration training.
  • Achieved 9% audit compliance for client records.
  • Built trust with clients.
  • Aligned policies with legal requirements.
  • Skilled at forming strong alliances in order to achieve organizational goals.
  • Achieved resolution within the past year.

Accomplishments

  • Collaborated with team of 10 in the development of initiative.
  • Implemented a new client tracking system, reducing intake processing time by 41% and ensuring accurate documentation.
  • Assisted 16 clients per day by conducting thorough intake interviews and accurately assessing service eligibility, contributing to 30% reduction in service wait times.
  • Documented and resolved category which led to process.
  • Facilitated over 8 intake sessions for vulnerable populations in Portland, successfully enrolling 5 new clients into needed services.
  • Reviewed and reconciled over 5 client intake records monthly to ensure accuracy and compliance, reducing discrepancies by 72%.
  • Resolved product issue through consumer testing.
  • Coordinated intake team efforts during a standard, increasing client throughput by 3% within a two years period.
  • Collaborated with cross-functional teams, including social workers and legal advisors, to ensure smooth intake process for 14 clients per day.
  • Streamlined intake paperwork review, cutting down filing errors by 33% and ensuring regulatory compliance.

Affiliations

  • National Council of Nonprofit Organizations
  • Collaborative Family Law Council
  • Society of Human Resource Management
  • Substance Abuse and Mental Health Services Administration (SAMHSA)
  • Rotary International
  • International Association of Administrative Professionals
  • National Low Income Housing Coalition
  • Local Volunteer Resource Council Portland
  • Society for Social Work and Research
  • National Organization for Human Services (NOHS)

Certifications

  • Certified in Volunteer Administration (CVA)
  • Certification in Health and Social Service Navigation
  • Project Management Professional (PMP)
  • Salesforce
  • Cisco Certified Network Associate (CCNA)
  • Certification in Social Services and Child Advocacy
  • Certified Information and Referral Specialist (CIRS)
  • Motivational Interviewing Certification
  • Community Resource Specialist (CRS) Certification
  • Project Management for Nonprofits Certificate

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