SUMMARY:

• Confidential has worked in the Confidential Contact Center as an information specialist.
• He provides excellent support to individuals seeking for help mainly through the Confidential and Confidential.
• He uses his communication skills and soft/empathetic demeanor to efficiently handle difficult, complex, and crisis calls that are appropriately transferred to a crisis professional at the Confidential Hotline.
• He has experience with high - pace, high call volume contact center operations while multitasking with various operational systems.
• Since day one, Confidential has utilized his excellent customer service skills, and in combination with the initial training and weekly one-on-one coaching his performance has been outstanding.
• He stays current on all Confidential -related information and is up-to-date with the latest technology in call management, information searches, and publication ordering and tracking via quarterly and semiannual training assignments.
• Confidential demonstrates his cultural competence by offering Contact Center services to individuals from different backgrounds and with different needs.
• He uses his knowledge of treatment resources to match treatment referral requests with the needs of diverse groups.
• In addition, he can educate and connect callers to information about the availability of low-cost and free health care coverage.
• Confidential Initiative-related Knowledge and Experience
• Confidential has been thoroughly trained in the understanding of mental health and substance abuse issues.
• This intensive training allows him to properly suggest relevant material to substance abuse and mental health professionals who can use it in their treatment setting.
• In addition, he continues expanding his knowledge of Confidential programs, events, and products through Contact Center activities and communication tools.

RELEVANT EXPERIENCE:

Confidential, Rockville, MD

Information Specialist

Responsibilities:

• Provides information and referral support for the Confidential Health Information Network Contact Center, a 24-hour national substance abuse and mental health services information and treatment referral service.
• Answers over 80 to 100 calls per day on Confidential ’s National Helpline and Confidential -7 lines, filtered through several phone line cues to facilitate publication orders, identify appropriate treatment facilities, and provide treatment referrals. Connects callers to information sources related to substance abuse and mental health services and specific Confidential public health programs and campaigns.
• Identifies mental health and substance abuse facilities and services for customers.
• Responds to requests for government publications received via phone, email, and fax.
• Conducts online literature search using the Internet and approved health information system.
• Writes standard letters to clients regarding mental health and substance abuse requests.
• Stays current regarding contact center operational policies, procedures, and standards through a SharePoint-based home page that provides updates on Confidential programs, campaigns, and new publications. Facilitates team discussions regarding effective responses to difficult calls.
• Participates in ongoing performance monitoring and coaching, as well as training in the use of technology-based tools and software, Internet search skills, active listening and customer service skills, handling crisis calls, and emerging developments in substance abuse and mental health prevention and treatment resources.
• Successfully handled numerous difficult or crisis calls, including several callers who have indicated they could potentially harm themselves or someone else.
• Consistently received high ratings during weekly monitoring sessions.
• Known for having excellent customer service and receiving many kudos from satisfied callers.
• Serves as first representative for the peer mentor program.

Confidential, Laurel, MD

Interviewing Center Telephone Interviewer

Responsibilities:

• Identified and resolved inconsistencies in interviewees’ responses.
• Contacted individuals to be interviewed at home by telephone.
• Asked questions in accordance with instructions to obtain various specified information.
• Explained survey objectives, procedures, and questions to interviewees.
• Identified and reported problems in obtaining valid data.
• Reviewed data obtained from interview for completeness and accuracy.
• Conducted surveys and collected data, using methods such as interviews, questionnaires, focus groups, market analysis surveys, public opinion polls, literature reviews, and file reviews.

Property Manager/Marketing Specialist

Confidential

Responsibilities:

• Developed and implemented marketing plan with the goal of keeping all rental units at 100-percent occupancy.
• Streamlined advertising plan/process to include only media outlets that reach the clientele best suited for our properties while adhering to Fair Housing Laws both in Washington, DC, and Maryland.
• Managed daily operations of properties, including resolution of customer complaints, solving maintenance issues, and maintaining a strong relationship with both the District of Columbia Regulatory Authority and the Prince Georges County Housing Authority. Ensured properties remained in good standing with the DC landlord and tenant authorities.
• Maintained a 100-percent occupancy rate 95.8 percent of the time over a 16-year period.
• Showcased rental units to all prospective tenants.
• Directed analysis for optimum market-entry strategy.