Customer Service Mental Health

Audrey L. Crawford

add69b@r.postjobfree.com 240-***-**** Glen Burnie, MD 21061

Qualifications Summary

Communicative and compassionate professional, enthusiastic about serving and inspiring others through counseling and strengths-based coaching. Exceptional leader skilled in active listening, problem solving, and working with diverse populations. Ethical and open-minded, with an ability to adapt to new environments and absorb information quickly. Technical proficiencies: MS Office, AutoCAD, Access 2.0.

Core Competencies include:

Coaching & Counseling

Relationship Building

Interviewing & Assessing

Verbal & Written Communication

Customer Service

Ethics & Integrity

Project Management

Staff Training & Supervision

Problem Resolution

Professional Experience

JOHNS HOPKINS HEALTH SYSTEM Glen Burnie & Keswick, MD Feb. 2016 – Present

Outpatient Intake Coordinator, Level II, July 2017 – Present

Coordinate and manage more than 70 referrals and authorization processes per day in compliance with benefit contract guidelines. Resolve complex claims by utilizing good judgement, respond to customer inquiries with timeliness and accuracy, assist with internal and external mail, file confidential records, and perform array of administrative duties.

Key Accomplishments:

●Facilitate, organize, and lead various office events to promote morale, teamwork, and diversity as the Sunshine Club President and Employee Liaison, serving approximately 40 employees.

●Identify areas of improvement, strategize, and implement initiatives, policies, and programs to increase cultural values within workplace environment as member of the Workforce Strategy and Culture Committees.

Patient Access Specialist II: OB/GYN, Feb. 2016 – July 2017

Effectively interviewed callers to assess needs and provided comprehensive information and educational materials regarding physicians and services. Received over 80 daily inbound patient and physician contacts, coordinated complex appointments, linked specialty services, and maintained demographic and insurance information.

Key Accomplishments:

●Led and planned activities through Employee Activity Committee (EAC) for OB GYN department, leading to increased office morale and self-awareness.

HOWARD COUNTY COMMUNITY COLLEGE Columbia, MD Jan. 2016 – Oct. 2016

Adjunct Instructor

Coached group of approximately 15 students, ranging from teenagers to seniors, to manage clutter in the home or office by teaching courses called “Downsizing for a Simpler Life” and “Decorating with Style.”

Key Accomplishments:

●Created comprehensive lesson plans to educate and guide students in visualizing spaces to meet their objectives.

●Guided students in developing working knowledge of interior design and creating floor plans.

●Met with students individually to discuss and gain understanding of goals, personal style, living and office environments, to provide them with personalized advice and guidance in transforming their lives.

ANNE ARUNDEL COMMUNITY COLLEGE Arnold, MD Feb. 2008 – Oct. 2016

Adjunct Instructor, Apr. 2010 – Oct. 2016

Taught “Decluttering 1-2-3,” “Understanding the Basic of Interior Decorating,” and “Interior Design: Home Staging” to group of 25 to 80 students per semester.

Key Accomplishments:

●Provided individualized coaching to help students organize home and office, resulting in overall improved mental health and physical wellbeing.

Technical Call Center Representative, Feb. 2008 – February 2009

Addressed customer inquiries and concerns related to PC hardware, software, network, e-mail, telephone system, or audiovisual problems by answering over 100 telephone calls, e-mails, and walk-in requests daily.

Key Accomplishments:

●Recognized by customers, colleagues, and supervisors for working diligently and efficiently with customers to isolate and diagnose problems.

●Collaborated with troubleshooting teams for all computer lab, desktop, and audiovisual equipment.

Additional Experience

Organizer & Decorator AUDREY’S DECORATIVE TOUCH Glen Burnie, MD 1998 – 2017

●Worked with and counseled clients to help with work-life balance, problem solving, and organizing space and time.

●Maintained and managed all accounting and bookkeeping services.

●Collaborated with outside contractors to plan jobs for clients within various environments.

Administrative Supervisor DURON INC. Beltsville, MD, 2002 – 2005

●Supervised and managed staff of five administrative employees, providing advice, guidance, direction, training, and evaluation of daily work assignments.

●Developed goals and objectives for work processes and operations.

●Managed and monitored all requests for leave and reviewed schedules through Kronos, automated time system.

●Prepared monthly reports, statements, and supervision of field personnel and dealers.

Education & Training

Bachelor of Science in Psychology UNIVERSITY OF PHOENIX Phoenix, AZ

Professional Organizer Course Certification, Universal Class

Business Skills Certification, Women Entrepreneurs of Baltimore, Inc.

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