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Mental Health Customer Service

Ashburn, VA
September 17, 2023

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Victoria Vitullo Baker, MA, CRC, LPC


linked in: Creative, energetic and forward-thinking bilingual professional with demonstrated success in providing vocational solu- tions to people who have a goal of going or returning to work. CORE COMPETENCIES

.Customer Focus . Priority Setting . Interpersonal Savvy

. Motivating Others . Problem Solving . Courage

. Organizational Agility . Learning and Applying Quickly . Conflict Management

. Perseverance


Vocational Rehabilitation Counselor, Amazon Corporate, Remote 2021-present Developed, implemented and maintained cost effective rehabilitation program for Amazonians on STD. Provided guid- ance/counseling, medical record review and coordination of a wider range of services with goal of assisting employee to return to work as well as prevention of LTD transition.

• Assisted with creating the STD program at Amazon

• Develop and maintain strong working relationships with all stakeholders

• Created the first Vocational Rehabilitation video for internal stakeholders featuring STD employees

• Partner with similar benefits such as State Vocational Rehabilitation Services

• Partner with The Helen Keller National Center on projects benefitting DeafBlind people

• Counsel many employees with severe mental health issues

• Utilize American Sign Language daily with colleagues and clients Licensed Professional Mental Health Therapist, BetterHelp, Remote 2020-2023 The world’s largest online counseling platform. Making professional therapy accessible, affordable, and convenient — so anyone who struggles with life's challenges can get help, anytime and anywhere.

• Counseling with adults, teens and couples (30 minute and 45 minute sessions) Transition Coordinator, The Western Pennsylvania School for the Deaf, Pittsburgh, PA 2017-2021 School counselor professional, teaming with special education department to provide solid transition plan from school to work or school to postsecondary training, ensuring employment and independence

• Partnered with administrators to become a PETS Provider (Pre-Employment Training Services), a PA State govern- ment program for students with disabilities

• Administered vocational interest inventories to students in order to write transition portion of IEP as well as promote planning for student’s future

• Active listening, counseling,teaching students on best practices related to work-life, postsecondary education and training and independent living skills utilizing age appropriate lesson plans

• Identified and secured job placement, OJT, WBLE (work base learning experiences) and job shadowing experiences for students

• Collected data and maintained confidential and accurate case files, process bills and purchase orders related to PA state government agency

• Secured and communicated with students’ job coaches in order to create communications plans, best work practices and ensure success in workplace

• Daily communication skills used, both written and verbal, internally with school professionals, administrators and external key stakeholders such as parents, community agencies, partners, volunteers and prospective students and families

• Dedicated to passionately demonstrating improvement of processes or root causes of problems that may impact stu- dent satisfaction

• Developed and maintained strong working relationships with all stakeholders and transition colleagues Vocational Counselor, Cigna Group Insurance, Pittsburgh, PA 2009-2017 Developed, implemented, and maintained cost effective rehabilitation programs through consultation and counseling services, medical record review, and coordination of a wider range of services with goal of returning Long Term Dis- ability claimants to gainful employment; provided delightful internal and external customer service

• Handled highly complex cases involving large reserves

• Developed and implemented training programs to support claims specialist; excellent use of written and ver- bal communication on daily basis

• Counseled resistant claimants to utilize integrated Cigna products resulting in claimant becoming healthier thus returns to work by engaging active listening skills

• Routinely partnered with nonprofit agencies facilitating return of claimants to a state of health and leading them to return to work

• Served as member and website manager for People With Different Abilities Colleague Resource Group


• Customer Centric Ambassador status achieved in 2015, worked to make changes to establish best practices with non-traditional medical needs related to health care best practices EDUCATION, LICENSURE AND LANGUAGE /TECHNICAL PROFICIENCIES Advanced Certificate Rehabilitation Counseling, San Diego State University Master of Arts Rehabilitation Counseling, Gallaudet University, Washington, DC Bachelor of Science in Elementary Education/Minor,Marketing, Indiana University of PA Licensed Professional Counselor (#2732), State of North Carolina, 1997-current Licensed Professional Counselor (#PC005271), State of Pennsylvania, 2009-current Certified Rehabilitation Counselor, 1989-current

PA Teaching License K-8, valid/active

Six Sigma Yellow Belt Training 2016

Past Board Member of The Center For Victims, Pittsburgh, PA 2012-2014 ADARA member and Former Treasurer of ADARA 1990-1994 Proficient in American Sign Language (ASL)

Proficient in MS Office Applications and Google Drive: Word, Outlook, Excel, SharePoint SIGNIFICANT AWARDS

CEO Champion Award, Cigna, 2013, Cigna Champion Award 2013, 2014, Customer Centricity Ambassador, 2015, The Outstanding Civilian Service Medal, Dept. of The US Army

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