Customer Care Service

PROFESSIONAL SUMMARY

A highly motivated and disciplined professional with a robust background in client resolution and customer care, specializing in conflict resolution. I excel in effective communication with management, customers, clients, and internal departments to align efforts with organizational goals. With proven leadership, problem-solving, and motivational skills, I thrive in leadership roles and adapt seamlessly to innovative environments. My award-winning educational background and proficiency with various software applications enhance my ability to deliver exceptional customer service and high-quality products. Dedicated to collaboration and achieving results, I am committed to contributing to the success of any organization.

HIGHLIGHT OF QUALIFICATIONS

•Excellent leadership skills

•Certified Preceptor

•Mentoring and Coaching

•Time Management and Reliable

•Ability to work under pressure

•Highly motivated self-starter

•Confident decision maker

•Resolving Conflict

•Subject Matter Expert (SME)

•People Skills

•Exceptional verbal and written communication skills

•Organization and Documentation Skills

•Adaptability & Results Driven

•Proficient with Microsoft Office applications (XP,7, 8, and 10)

•Analytical Thinker

SOFTWARE/COMPUTER SKILLS

MyBPS

IEX Workforce Management

OMNI Genesys WWE SME

NEXIDIA Call Recording System

Power BI

QUALTRICS XM

Orbit Tableau PROD Platform

PCCM Reporting System

Care One Platform

Community Care/ Altruista SME

ICUE HSR/CPM SME

LINX Platform

FACETS

Medical/ Behavioral Tracker

Concur Expense Reporting System

Qfiniti Recording System

NICE Quality Reporting System

Keyboarding 60 wpm

EDUCATION

Master of Science Biomedical Informatics

UTHealth Science Center Houston

VIPP Simulation

Accelerate Pilot Pioneer

CAHIMS Grant Recipient

Bachelor of Behavioral Science Psychology

University of Houston-Clearlake, Houston, Texas

National Society of Leadership and Success

Dean’s List Summer of 2016

Associates of Arts, Psychology

San Jacinto College North, Houston, Texas

National Society of Collegiate Scholars

Psychology Club

RELEVANT EXPERIENCE

04/2021 -present United Health Group/Optum Houston, Texas

Supervisor / Peer Support Specialist

Responsible for the successful functioning of Recovery & Resiliency unit

Serve as part of the behavioral health management team

Plan and maintain systems and procedures for operating efficiency

Manage staff for optimum performance

Ensures recovery and resiliency as well as the perspective of consumers and families are actively considered in every phase of our operations

Determine staffing requirements

Hire and train new staff

Facilitate the preparation and analysis of program reports

Review performance data to monitor and measure productivity, goal progress and activity levels.

Delegate work duties to staff to attain objectives

Allocate use of available resources

Support the organizations priority to reach and provide culturally competent peer support and educational resources to our members.

Communicate performance expectations

Facilitate meetings, effectively: monitor group dynamics and foster a positive work environment within the cohort.

Develop engagement programs and services to enhance consumers’ engagement in their own recovery

Coordinate outreach to specific populations to ensure access to, engagement with, and utilization of needed services. Coordinate specific outreach programs with the Quality Unit

Serve as a member of committees and subcommittees as designated by the Executive Director

Participate in quality review processes

Facilitate lines of communication between the health plan and consumers, youth, and families about all aspects of the behavioral health care delivery system as well as their rights and responsibilities

Participate in initiatives as assigned by the Executive Director

Through collaboration, training, and consultation with other staff, promote a culture where the consumer’s unique recovery goals, needs, point of view and preferences are recognized, respected, and integrated into treatment, rehabilitation, and community self-help/mutual support activities

Should be comfortable working independently and as part of a team in a collegial care team environment

03/2015 – 4/2021 United Health Group/Optum Houston, Texas

Peer Support Specialist (lead)

Mental Health Peer Specialist

Team Lead for TX Medicaid/Medicare programs

Subject Matter Expert (SME) for clinical documenting platforms such as CareOne, Community Care (Altruista), LINX Platform, and ICUE-HSR/CPM

Medicare and Retirement Certified Level 1 Foundation & 2 Practitioner

Serve on various committees and represent R&R manager when not available such as Mini Virtual Conference committee, One Connect, focus groups, system migration, etc.

Serve as Liaison for 9 managers nationally and 35 national colleagues

Responsible for onboarding process/orientation

Responsible for mentoring and coaching all new hires nationally including but not limited to shadow scheduling, individual trainings, available for questions and support

Responsible for aligning and cross training all teams nationally with migration to new platforms/systems

Responsible for Quality Audits and Analyst for Community Care and Qfiniti call Monitoring System

Responsible for streamlining and simplifying standard operating processes

Responsible for Shadowing local field agents during face to face meetings

Responsible for reviewing and assigning referrals

Reviews work performed by others and provides recommendations for improvement

Facilitate bi-weekly and monthly Mentors’ Team meetings

Prepare PowerPoint presentations for systems update overview trainings (Job Aid updates) for National Team

Facilitate WebEx meetings for team and new hires on business systems for clinical documenting

Certified Data Release Governance Requestor

Meet with the members in their home and form supportive relationships.

Certified Wrap Facilitator and Seeking Safety Group Facilitator

Facilitate support groups within the community

Support the creation of and assist with the implementation of a comprehensive Training and Education program with peers, families, Providers and staff.

Serves as Liaison between Optum, the Health Plan and those who use services

Make weekly contact via telephone or face to face for construction of Recovery plan and identifying triggers

Document and maintain clinical notes for each behavioral health consumer face to face contact

Participate in Treatment planning with consumers and families who request that support

Provide community resources in the areas of housing, financial, and support group needs

Assist with crisis intervention and peer outreach at mental health facilities

Advocate on behalf of behavioral health consumers and their families

Work with Clinical Program Managers and the Clinical team to implement intensive, enhanced care coordination when requested

Volunteers at Community Health Events to establish and maintain relationships with Consumer and Family organizations, so members of those organizations become actively involved with Optum/Health Plan activities

Answer callers’ general questions about mental illness, medications, other treatments, NAMI programs, and pertinent recovery and mental health services.

AWARDS & ORGANIZATIONS

2015-present United Health Group/Optum

5 Superhero Nominations

5 Sapphire for Leadership

4 Aquamarine Bravo Awards for

Leadership, Performance, Compassion and Relationships

9 Topaz Bravo Awards for Performance and

Leadership

5 Emerald Bravo Awards for Performance

1 Ruby Bravo Award

6 eThanks Bravo Awards for Relationships and Compassion

26 Opal Bravo Awards for Leadership,

Relationships, Collaboration, Performance,

and Innovation

45 Diamond eRecognition Bravo Awards

for Leadership, Quality, Performance,

Collaboration, Relationships, Innovation,

and Compassion

ADDITIONAL EXPERIENCE

11/2002 – Present Cubodaji Hair Studio Houston, Texas

Cosmetologist

Licensed Owner/Manage 4employees 2 barbers 2 stylist

Schedule all salon’s hair service appointments for clients

Provided outstanding customer service while continuing to grow business

Managed inventory effectively to ensure high productivity

Monitors business and personal expenses and tracks payments and credits.

Keep records of all chemical services rendered on clients

Service salon clients

Effectively managed the budget insuring a positive bottom line

Responsible for customer satisfaction, client retention and new client recruitment

Established and implemented marketing, advertising, and event schedule

Verify all employees have up-to-date licenses and certifications.

01/2000 – 08/2001 Manpower/GTE Houston, Texas

Data Entry

Input consumers’ personal information into a data base

Shipped cellular phones to consumers

Answered phones and provided technical support and billing questions

Responsible for billing resolutions

05/1997 – 06/1999 Olsten Staffing/CTI Houston, Texas

QC Inspector/Line Coordinator

Coordinated and assigned workers to a specific area and role for the day

Read documents pertaining to assembling the PC board

Issued materials needed to assemble PC board

Made sure all components were placed properly and firmly onto PC board

Inspected all PC boards for solder breaks before bagging them for shipment

Packed PC boards in boxes for shipment

Scanned all boxes for shipment

03/2018 KABOOM Inc. Houston, Texas

South Houston Elementary

Volunteer

Groundwork for building a playground

Unloaded truck

Placed fencing for playground

07/2016 Shadydale Elementary Houston, Texas

Fundraiser

Volunteer

Provided a motivational speech for the youth

Raised money for donation

Tutored youth for state testing

07/2016 UHC South Texas Community Warriors Houston, Texas

Youth Development Center

Volunteer

Serviced the youth with Arts and Crafts

Listened empathetically to youth

Assisted with assignments (tutored)

04/2016 Houston Department of Health and Human Services Houston, Texas

Public Health Event

Volunteer

Setup Table for UHC

Handout Peer Coaching brochures

Handout UHC brochures

Bring awareness to the community about mental health and peer coaching services

07/2006 Youth Development Center Houston, Texas

Summer Enrichment Program

Volunteer

Serviced Youth by facilitating Arts and Crafts session

Assisted students with school assignments

Helped students with Homework

09/2014 Greater Houston S.E.A. Center Houston, Texas

National Association of Mental Illness

Volunteer

Listen empathetically and effectively

Provided office support to visitors/callers through empathetic, attentive listening

Provided referrals to local programs and organizations, as needed

Answered callers’ general questions about mental illness, medications, and other treatments, NAMI programs, and pertinent recovery and mental health services.

Managed lending library resources in NGH S.E.A Center.

Followed up on outstanding calls and emails from individuals inquiring about mental health resources

11/2013 The Center for Success and Independence (TCSI) Houston, Texas

Volunteer

Serviced the youth with dual diagnosis of mental disorder and drug addiction

Listened empathetically to adolescents

Arranged Therapeutic Arts and Crafts sessions

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