Change Management Client Intake
Resume:
Toni Robbins
Manchester, NH *****
************@*****.***
Authorized to work in the US for any employer
Work Experience
Independent Life Insurance Producer/Agent (Licensed in NH) Self Employed-Manchester, NH
January 2025 to Present
• Presented and explained various insurance policies to clients, highlighting benefits, features, and premiums
• Maintained accurate records of client interactions, policy details, and commission payments in CRM system
• Attended industry conferences and seminars to stay updated on market trends, product knowledge, and regulatory changes
Intake Coordinator
New Season Treatment Centers - Manchester Metro-Manchester, NH November 2023 to Present
• Led organizational change management initiatives for multiple clients, ensuring smooth transitions and minimal disruption to business operations
• Developed comprehensive change management strategies tailored to each client's unique needs and goals
• Conducted thorough assessments of organizational structures, processes, and culture to identify areas for improvement and change
• Collaborated with executive leadership teams to gain buy-in and support for proposed changes
• Managed the client intake process, ensuring accurate and timely completion of all necessary paperwork
• Conducted initial client interviews to gather relevant information and assess needs
• Maintained a comprehensive database of client information, ensuring confidentiality and data accuracy
• Collaborated with other departments to coordinate services for clients based on their specific requirements
• Developed and implemented streamlined procedures for the client intake process, reducing processing time by at least 50% (maintaining counselor accountability for various tasks.) Provided exceptional customer service to clients, addressing inquiries and resolving issues in a professional manner
• Assisted in the development of intake assessment tools to ensure consistent evaluation of client needs
• Coordinated with external agencies and organizations to facilitate referrals for additional support services as needed
• Regularly reviewed and updated client records to reflect changes in circumstances or service requirements
• Trained new staff members on the client intake process, ensuring adherence to established protocols and standards
• Monitored caseloads to ensure equitable distribution among team members while maintaining quality standards
• Implemented a feedback system for clients to provide input on their experience with the intake process, resulting in improved satisfaction rates by XX%
• Participated in team meetings and case conferences to discuss complex cases and develop appropriate strategies for intervention
• Collaborated with supervisors to identify areas for improvement within the client intake process and implement necessary changes
Sign Language Interpreter Referral Coordinator
Various-NH
June 1992 to September 2024
• Cultivate a Culture of collaboration and equality.
• Sourced and screened candidates for various positions, ensuring a high-quality talent pool to meet the unique needs of the Deaf and Hard of Hearing Communities.
• Conducted phone and in-person interviews to assess candidate qualifications, skills, and cultural fit
• Managed the end-to-end recruitment process for multiple job openings simultaneously
• Utilized applicant tracking system (ATS) to track candidate progress and maintain accurate records
• Collaborated with hiring managers to define job requirements and develop effective job descriptions
• Developed innovative sourcing strategies to attract passive candidates through social media platforms, networking events, and industry-specific websites
• Built strong relationships with universities, professional organizations, and other talent sources to establish a pipeline of qualified candidates
• Implemented pre-employment assessments to evaluate technical skills or behavioral competencies of applicants
• Provided guidance on interview techniques and best practices to hiring managers throughout the organization
• Negotiated offers of employment including compensation packages, start dates, relocation assistance, etc
• Ensured compliance with all applicable laws and regulations related to recruitment processes such as equal employment opportunity (EEO) guidelines
• Maintained confidentiality of sensitive information during the recruitment process
• Participated in career fairs and industry conferences to promote the company's employer brand
• Analyzed market trends and competitor data to identify areas for improvement in recruiting strategies
• Developed metrics-driven reports on key performance indicators (KPIs) such as time-to-fill ratio or cost- per-hire
• Collaborated with HR team members on workforce planning initiatives
• Streamlined internal processes by implementing new tools or technologies for candidate screening or assessment
• Led diversity recruiting efforts by partnering with community organizations focused on underrepresented groups
• Mentored junior recruiters or HR associates in best practices for candidate sourcing or interviewing techniques
• Established strong relationships with external staffing agencies or search firms when additional support was needed
• Increased employee referral program participation by implementing incentives and promoting the program internally
• Conducted salary benchmarking to ensure competitive compensation packages for new hires
• Developed and maintained a talent pipeline of potential candidates for future hiring needs
• Implemented employer branding initiatives to attract top talent, including social media campaigns or employee testimonials
• Collaborated with hiring managers to create effective interview questions that assess candidate skills and cultural fit
Human Resources Coordinator/Generalist
Applied ABC-Remote
February 2020 to September 2023
• Developed and implemented HR policies and procedures to ensure compliance with labor laws and regulations
• Managed the full recruitment cycle, including sourcing candidates, conducting interviews, and making job offers
• Administered benefits programs, including health insurance, retirement plans, and paid time off
• Created and delivered training programs on topics such as diversity awareness, sexual harassment prevention, and conflict resolution
• Maintained accurate employee records in compliance with legal requirements
• Collaborated with management to develop strategies for talent acquisition and retention
• Led investigations into employee complaints or misconduct allegations in a fair and impartial manner
• Developed succession planning initiatives to identify high-potential employees for future leadership roles within the organization
• Collaborated with cross-functional teams to develop diversity & inclusion initiatives aimed at creating a more inclusive workplace culture
• Facilitated workshops on effective communication skills for managers resulting in improved team collaboration
• Coordinated training sessions on HR best practices for supervisors ensuring compliance with employment laws
• Partnered with external recruiters/agencies when necessary to fill specialized positions within tight timelines
• Served as a point of contact for employees regarding HR-related inquiries, providing timely and accurate information
• Developed and implemented a performance management system that aligned individual goals with organizational objectives
• Managed employee relations issues, including conflict resolution, disciplinary actions, and grievances Freelance ASL/English Interpreter/Translator/Transliterator/Editor/Mentor/ Adjunct Professor/National Lecturer/Presenter/Workshop Provider Toni L. Robbins, CI, CT, SC:L-New England, ND
June 1986 to September 2019
• Provided one-on-one tutoring to students in various subjects, including expressive and expressive provision of services.
• Developed personalized lessons based on individual student needs and learning styles
• Mentored and guided students in setting goals, developing study skills, and managing time effectively
• Monitored student progress and implemented strategies to address areas of weakness
• Utilized creative teaching methods to engage students and make learning enjoyable
• Adapted instructional materials to accommodate different learning abilities and levels of understanding
• Assisted students in preparing for exams by reviewing content, providing practice questions, and offering test-taking strategies
• Delivered engaging lectures on [subject] to undergraduate and graduate students, fostering a dynamic learning environment
• Mentored and advised students on academic matters, providing guidance for course selection and career development
• Led seminars and facilitated discussions to promote critical thinking and intellectual growth among students
• Supervised undergraduate research projects, guiding students through the research process from proposal development to final presentation
• Designed innovative teaching materials such as PowerPoint presentations, handouts, and online resources to enhance student engagement
• Ran successful New England-wide Private Practice providing services in, but not limited to, the following settings:
1. Legal Specialization-Certified on National Level, Only NH Interpreter holding SC:L for some time. 2. Mental Health Concentration
3. Medical Concentration
4. Business Concentration
5. Political Concentration
6. Law Enforcement
7. Educational including PhD Level University
8. Religious
9. Performing Arts
• Provided Workshops for, but not limited to, the following subject matters: 1. Team Interpreting
2. Expressive (Voice to Sign)
3. Receptive (Sign to Voice)
4. ASL Prosody
5. Subject of Team Interpreting Publication
6. Fingerspelling
7. ASL Grammar
8. ASL Politeness
9. ASL Classifiers
Education
CRSW in Certified Recovery Support Worker
NH Choices - Remote, New Hampshire
November 2024 to Present
I've taken the entire courseload previously and am currently enrolled in the Faith Based Path and will be striving towards my CRSW (Certified)
Bachelors of Art in Criminal Justice
Saint Leo University - Saint Leo, FL
September 2009 to June 2014
Degree not complete
GPA 3.98
Specialized Certification in Interpreting in the American Legal System Northern Colorado University - Denver, CO
June 2011 to December 2012
Acquired SC:L (Specialist Certification: Legal) from the National Registry of Interpreters for the Deaf. GPA 4.0
Certificate in Sign Language Interpreting/Tutoring New Hampshire Vocational-Technical College - Claremont, NH September 1985 to June 1986
Deans List
Presidents List (GPA 4.0)
Diploma in High School
White Mountains Regional High School - Whitefield, NH September 1981 to June 1985
Deans List 4years
Honor Roll 4years
Student Council
Honors High School Band Jr. High and HS (6 years)
All-State Band
Community Volunteer
Four Season Athlete
Skills
• Intake Experience
• Process Improvement
• Project Management
• Group Therapy
• Interpretation
• Employee Orientation
• Proposal Writing
• American Sign Language
• Curriculum Development
• Quality Assurance
• Individual / Group Counseling
• Performance Management
• Meeting Facilitation
• Addiction Counseling
• Recruiting
• Interviewing
• Talent Acquisition
• Conflict Management
• Research
• Medical Scheduling
• Crisis Intervention
• Human Resources
• Tutoring
• Strategic Planning
• Mental Health Counseling
• Change Management
• Translation
• Management
• Leadership
• EMR Systems
• Social Work
• Administrative Experience
Languages
• American Sign Language - Fluent
Certifications and Licenses
Life Insurance Producer/Agent Licensed
January 2025 to Present
Additional Information
I grew up on a 250 acre working farm. I have an incredible work ethic. As the youngest of five, and with PLENTY of work to always be done, I believe in being a team player. Cross training is critical so that if/ when one team member is out, others can take up the slack. I also the proud mother of two adult sons. As a family, we spent a great deal of time involved with music, sports and careers. I have personal experience with tragedy and loss and can speak to and identify with others in similar situations.
Contact this candidate