Customer Service Child Support

GLORIA M. BRIDGES

******@*******.*** 860-***-**** VERNON, CONNECTICUT 06066

Summary

Cheerful Team leader with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Skills

• MS Office

• Multitasking

• Decision-making

• Active listening

• Training & Development

• Team management

• Leadership

• Customer service

• Community Outreach

• CPI

• PMT

• Scheduling

• Analytics

• Supervision

• Team building

• First Aid/CPR

• Clerical

• Relationship building

• Critical thinking

• Reliable and trustworthy

• EPIC

• Therap

• Dispatching

• Sales

• Documentation

Experience

The State of Massachusetts Chelsea, Ma

Child Support Enforcement Specialist

November 2022-Current

• Provides services to customers, customer representatives, employers, and other state offices and agencies by responding to inquiries received by telephone, in writing, or in person; by providing technical assistance and guidance; by explaining proposed or completed actions on a case; and by educating customers about federal and state laws, rules, regulations, and agency policies governing the Child Support Enforcement Program.

• Provides services to customers, customer representatives, employers, and other state offices and agencies by responding to inquiries received by telephone, in writing, or in person; by providing technical assistance and guidance; by explaining proposed or completed actions on a case; and by educating customers about federal and state laws, rules, regulations, and agency policies governing the Child Support Enforcement Program.

• Provides services to customers, customer representatives, employers, and other state offices and agencies by responding to inquiries received by telephone, in writing, or in person; by providing technical assistance and guidance; by explaining proposed or completed actions on a case; and by educating customers about federal state and laws, rules, regulations, and agency policies governing the Child Support Enforcement Program.

•

Manages case and/or customer-specific issues that require routine review and evaluation of payments and financial balances in all accounts and subaccounts for typical or unexceptional case scenarios. Hartford Health Care at Home Bloomfield, Connecticut Scheduler

01/2021 – 2/2022

• Appropriately schedule and or reschedule departmental procedures according to specific modality protocols and patient care requirements, maintaining patient confidentiality in accordance with HIPAA guidelines. Ensures completion and accuracy of provider's order in relation to requested appointment type for compliance/medical necessity and communicates discrepancies to provider office. Register patient if required.

• Obtains all relevant patient information, including current lab values and medication usage, current history and physical, as well as other pertinent medical history, necessary for ensuring patient safety and to obtain accurate diagnosis. Obtains current, complete and accurate patient insurance information to ensure full reimbursement

• Communicate, educate and instruct patients on detailed procedural preparations, provide complete instructions on specific aspects of their procedure and post procedure instructions. Participates in Training/orienting/mentoring new employees as requested. Community Residences, Inc, Children &

Adults E. Hartford, Connecticut

Residential Instructor

07/2016 – 4/2022

• Collaborate with Therapist on client assessment.

• Provide services to clients as outlined in client's treatment plan under the supervision of the

clinician.

• Provide daily progress notes on each client.

• Assist clients with Engage with DDS and DCF as

necessary.

• Case Management.

• Post-Partum.

• Crisis management.

CREC Transportation Hartford,

Connecticut

Customer Service Representative Team

Leader

01/2008 – 02/2022

• Trained employees on best practices and protocols while managing teams to maintain optimal productivity.

• Assist team of 15 representatives, promoting positive work environment through effective communication, active engagement and hands-on assistance.

• Monitoring and evaluating reps performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

• Preparing reports and analyzing data to assist management as they determine call center goals and dispatching.

• Working with other supervisors and management team members to support reps and maximize customer satisfaction.

• Organizes and oversees the schedules and work of assigned staff.

• Established strong relationships with customers, vendors, schools and districts.

Connecticut Children's Hospital Hartford,

CT / Rockville Hospital, Rockville, CT

Psych-Tech

04/2021-Current

• Psychiatric Unit - Bed Management Trained to visually monitor a patient and provide direct patient contact or care.

• The Patient Care Partner may be assigned to the following patients: Homicide attempt Positive screen with suicide assessment or suicide attempt Violent behavior towards self or others Elopement/ wander risk Fall risk Confused mental state/ cognitive impairment Patients with eating disorders (anorexia, bulimia).

Education and Training

Bachelor of Science in Psychology

Bay Path University Longmeadow, Mass

Therapeutic Crisis Intervention (TCI) on the job)

Dialectical Behavior Therapy (DBT) Training – (on the job) Supervisor Training

Activities and Honors

Training – (on job)

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