Center Representative Inbound Call

Deanna Frias **** West Gwen Street

Laveen, Arizona 85339 602-***-****

***********.**@*****.***

Objective A position where my knowledge and experiences in social services arena can best be applied and utilized. The organization should be one that will recognize and reward me based on my abilities and accomplishments.

profile

Over 10 (ten) years experience working as a Case Manager in an out-patient clinic. Over 3(three) years experience working at a Maximum Security Men’s prison as a Behavioral Health Technician and Nursing Assistant. Over 4 (four) years experience working in the private sector as an Inbound Call Supervisor in a Financial Institution.

Experienced with the requirements of maintaining secure and confidential records and profiles.

Notary public- Arizona

Education

Certified as a Nursing Assistant (certification has since lapsed and needs to be renewed. Certified as an Emergency Medical Technician (certification has since lapsed and needs to be renewed.

Completed course in Medical Terminology.

Employment

Ncadd National Council on Alcoholism & Case Manager 2008-2011 Working with pregnant woman with substance abuse issues ongoing support with treatment housing appointments.

Complete assessment 2-31/2 hours on computers many driving hours trying to locate clients follow up with state insurance, telephone staffing working with nurse practitioners handling and securing documents.

Case Manager II, Magellan Health Services 2004-2008

(Formerly Value Options) Phoenix, AZ

Responsible for 30-50 consumers in an Out-Patient Clinic. Assisted Consumers with obtaining housing, benefits and attended hearings wit the Social Security Administration and other organizations as required. Developed 6(six) Service Plans and Goals with consumers, and with clinical team. Service Plans were discussed in meetings on a periodic basis with Consumers and adjusted and modified as required to ensure success for the consumer.

Performed home visits to ensure that consumers were living in safe and clean environments and that their basic needs such as utilities and food were being met. Developed legal petitions for those Consumers that were not voluntarily following the treatment recommendations of their Service Plans. These legal petitions were developed in conjunction with the Clinical Team.

Inbound Call Supervisor, Discover Financial Services, Phoenix, AZ 2000-2005 Managed team of inbound call center representatives. Monitored inbound telephone calls to employees utilizing call observation equipment, to rate the quality of the call. The goal was to ensure the customer had an excellent experience with the company.

Developed recommendations for improvement for representative Developed recommendations for processes and procedure to ensure call center representative had the most accurate material tools available to them. Medical and Mental Health intake Specialist, Arizona 1998-2000 Department of Corrections- Men’s Security Prison, Phoenix, AZ Responsible for assessing the medical and mental health conditions of approximately 100 prisoners per day.

Determined if prisoners required immediate or next day medical or mental health treatment. Determined if prisoners required assignment to special Determined if prisoners required assignments to special “prison yards” due to their current condition.

EMT- Behavioral Health Specialist, Maricopa County L.A.R.C 1995-1998

(Local Alcohol Reception Center), Phoenix

Responsible for delivering indigent under the influence of drugs or alcohol to the appropriate facilities.

Monitored indigent patients for withdrawal symptoms and recommended and obtained appropriate treatment.

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