Anthony M Griffin B.S.

Objective To establish and advance in the field of Customer Support, be it in; Telecommunications, Information Technology, Help Desk, Mental Health or other customer service / support oriented services. Experience VA Central Iowa Health Care System Des Moines, IA Jan 2023 – Present Medical Support Associate

Provide excellent customer service to veterans that have mental health related needs.

Assist veterans by greeting them and scheduling new / follow up appointments.

Answer phone calls from veterans and fielding any questions they may have.

Verify veterans’ insurance coverage.

Safelite Auto Glass Remote Position Jun 2022 – Jan 2023 Customer Service Associate

Provide excellent customer service to Safelite customers that have auto glass related needs.

Assist members by setting up and confirming service calls

Research any discrepancies with member’s service calls.

Expedite situations for customers to their insurance groups. As a Customer Service Associate, my responsibilities were to accept incoming calls and assist members with their current auto glass needs. Making sure the members were taken care of in a safe, secure and timely fashion was the primary goal of our team. Apex Systems West Des Moines, IA Oct 2021 – April 2022 Helpdesk Technical Support Associate

Provide excellent customer service to Wells Fargo employees that have password related issues while in the field.

Assist users by setting up account passwords when starting with new computers.

Change old passwords, or reset passwords when new passwords don’t work for users.

Assist users with initial set up of their field laptops and properly access application accounts As a Helpdesk Technical Support Associate, my responsibilities were to accept incoming calls and assist members with their application / password issues. Services were provided to any employee that called into the help line. If their issue was not solvable at my level, I was to transfer the user to a second tier group for more advanced assistance. Making sure that the users were assisted in a timely and adequate manner was the primary goal of our group. AAA Roadside Service (ACG Club) Remote Position (Dearborn, MI) Jan 2021 – Sept 2021 Emergency Roadside Service Advocate

Provide excellent customer service to AAA members that have emergency auto related needs during their travels.

Assist members by setting up and confirming emergency service calls (tows, tire changes, jump starts, etc.)

Research any discrepancies with member’s service calls and / or memberships / benefits.

Renew old memberships and assist new members with setting up their memberships As an Emergency Roadside Service Advocate, my responsibilities were to accept incoming calls and assist members with their current emergency needs. Services were provided to ALL AAA members, within our footprint area, regardless of which Sponsor club they belong to. Making sure the members were taken care of in a safe, secure and timely fashion was the primary goal of our team.

Broadlawns Integrated Health Home Des Moines, IA Apr 2019 - Jul 2020 Recovery Support Specialist / Case Manager

Provide integrated health coordination for members diagnosed with mental and behavioral issues

Assist members with locating community resources to obtain housing, nutrition, financial, etc.

Complete administration duties required to process resource requests for members

Maintain and track dates and ranges of authorizations for members to ensure seamless service with no interruptions. As a Recovery Support Specialist, my responsibilities were to monitor and maintain approximately 50 - 100 program members with their needed resources to obtain the best care they are able, allowing them to receive the best quality of mental and physical health care, as well as live the best life possible. Next Step Counseling Services Des Moines, IA Jun 2013 - Feb 2015; Feb 2016 - Sep 2016; Aug 2017 - Jan 2019 Habilitation Provider / Habilitation Program Manager / Intern (Therapy)

Assist members with locating community resources to obtain housing, nutrition, financial, transportation, etc.

Assist clients with daily living skills, day to day activities, community inclusion and social skill development

Assist clients with their financial management skills (budgeting and decision making)

Assist clients with natural relationship building skills (family and friend interactions)

Customer Service (CSR) – (speaking to clients handling inbound calls for clients issues) As Habilitation Manager, my responsibilities were also to monitor and mentor 5-15 employees in the department, assisting them with their client responsibilities, as well as the same duties as listed above. I also monitored session times for accuracy, and helped administration to review session notes, to ensure accuracy and to ensure clients are being given quality care. ITP (Integrated Telehealth Partners) West Des Moines, IA Sep 2016 – Aug 2017 Patient Advocate

Assist client hospital emergency rooms to:

Set telehealth appointments with psych staff members who diagnose patients presenting with crisis symptoms

Find and secure stabilization resources for patients to be transported to from the emergency rooms 2632 SE 18th Court

Des Moines, IA 50320

515-***-**** (Mobile)

ad2zx3@r.postjobfree.com

As a Patient Advocate, my responsibilities were to take incoming calls from client hospitals around the state of Iowa, assisting with mentally ill or substance abuse patients that are in crisis, to assist these clients with scheduling appointments with psychiatric staff who are qualified to diagnose patients, and to locate and secure facilities within transport distance that can provide stabilization and care treatment. Eyerly-Ball County Mental Health Services Des Moines, IA Mar 2015 – Dec 2015 Integrated Health Care Coordinator / Case Manager

Provide integrated health coordination for members diagnosed with mental and behavioral issues Some of the more common and regular duties include, but are not limited to, are:

Assist members with locating community resources to obtain housing, nutrition, financial, etc.

Complete administration duties required to process resource requests for members

Maintain and track dates and ranges of authorizations for members to ensure seamless service with no interruptions. As an Integrated Health Care Coordinator, my responsibilities are to monitor and maintain 35-50 program members with their needed resources to obtain the best care they are able, allowing them to receive the best quality of mental and physical health care, as well as live the best life possible.

Mediacom Communications West Des Moines, IA Sep 2008 – Aug 2012 Tier 1 Internet Support Supervisor

Assist Tier 1 Managers with day to day operations of the call center

Ensure quality technical support and customer service for customers

Maintain Call center operations, rep statistics, payroll, and other management duties

Assist Tier 1 Associates with issues, customer or otherwise. Mediacom Communications West Des Moines, IA Feb 2007 – Sep 2008 Tier 1 Internet Support Lead Technician

Assist Tier 1 Supervisors & Managers with day to day operations of the call center

Ensure quality control with Tier 1 associates and call duties

Assist Tier 1 associates with customer (and other) related issues Mediacom Communications West Des Moines, IA Nov 2004 – Feb 2007 Tier 1 & 2 Internet Support Representative

Support internet & VOIP services for customers

Coordinate issues between lower and higher tier support groups.

Support install & field technicians with onsite internet & VOIP issues

Coordinate issues between internal departments and partners via Remedy Express Temps Des Moines, IA May 2002 – Nov 2002

Desktop Publisher – Rain and Hail Insurance

Desktop publishing and / or Web Design support using:

Adobe PageMaker, Photoshop, Illustrator, MS Front Page, etc. Wells Fargo Home Mortgage West Des Moines, IA Feb 1999 – Sep 2000 Technical Service Specialist III (Tier 3)

Supported Norwest Mortgage / Wells Fargo Home Mortgage employees in the field.

Supported several applications:

POS Mortgage Software suite ARUSER (Remedy) System

Microsoft Outlook 97/98 - Office 97 professional suite

e-TREK Email – secure internet access to company MS Exchange servers Robert Half Inc. West Des Moines, IA June 1998– Feb 1999 IT Support Consultant – Awarded the Norwest Mortgage Team Excellence Award for 1998

Supported Norwest & Wells Fargo Mortgage employees during Y2K project

Supported several applications: POS Mortgage Software suite,

ARUSER (Remedy) System, Microsoft Outlook 97/98, Office 97 professional suite Education Simmons College of Social Work Boston, MA March 23, 2015 – July 2018 Major: Social Work (Master of Social Work Graduate Program) Upper Iowa University West Des Moines, IA October 2012 – October 2014 Major: Human Services (Bachelor of Science Degree Program) National Education Center West Des Moines, IA August 1990 – May 1991 Major: Electronics (Vocational Certification Program) USAF Community College Biloxi, MS March 1986 – July 1988 Major: Ground Radio Maintenance (Electronics Repair Certification Program) Grandview University Des Moines, IA August 1984 – May 1985 Major: Commercial Art (Bachelor of Arts Degree Program) Volunteer Experience 2004 – 2012 – Chaired an annual chili competition, with the proceeds going to the Shoes That Fit charity. 1996 – 2004 – Chaired an annual food drive to help the Food Pantry of Iowa obtain more inventory. Awards 2012 - 2015 – Dean’s List for Academic Excellence Award – Upper Iowa University 1998 – Norwest Mortgage Team Excellence Award

References Jim Reeves – Prior Co-Worker at Mediacom Communications. Jim is presently a Technical Operations Supervisor, and held the position of Internet Support Supervisor while working with me. He can be reached at 515-***-****.

Robert Poland – Prior Co-Worker at Mediacom Communications. Robert is presently an IT Consultant with Mid-American Energy, and held the position of Internet Support Supervisor at Mediacom. He can be reached at 515-***-****.

Alicia Eben – Prior Co-Worker at Mediacom Communications. Alicia is presently a homemaker and mother, and held the position of Internet Support Supervisor at Mediacom. She can be reached at 515-***-****.

Lisa Jones – Prior Co-Worker at Mediacom Communications. Lisa is presently an Internet Support Supervisor with Mediacom. She can be reached at 515-***-****. Scott Willsey – Prior Supervisor at Next Step Counseling Services. Scott is presently employed at Iowa State University. He can be reached at 515-***-****.

((Additional information is available upon request))

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