Customer-Focused Behavioral Health Advocate and Leader
Resume:
T’ DANNA WERTLOW
PROFESSIONAL SUMMARY
Dedicated customer experience and human services professional with 10+ years in client support, billing, and advocacy. Skilled in conflict resolution, team leadership, and delivering high-quality service in fast-paced environments.
OBJECTIVE
To establish myself as a trusted, irreplaceable professional in behavioral health and client advocacy, offering insight, empathy, and dedication to improving lives and supporting organizational goals.
CONTACT
T’ DANNA “TIGER” WERTLOW
*************@*****.***
Aurora, CO
EDUCATION
M.S. Psychology University of Phoenix Oct 2021
B.S. Human Services (Family & Child Services) University of Phoenix Jun 2018
Associate degree, Human Service Specialist in Child Development University of Phoenix Jul 2015
SKILLS
Customer Service 64 WPM with 90% accuracy Conflict Resolution Yardi Team Leadership Advocacy
EXPERIENCE
BEHAVIORAL HEALTH RESPONSE (BHR)
Clinical Care Specialist / Crisis Counselor Mar 2025 – Nov 2025
Answered 12 consecutive crisis lines, including the Veterans Crisis Line, providing immediate emotional support, safety assessment, and de-escalation.
Conducted thorough risk assessments for suicide, self-harm, harm to others, domestic violence, substance use, and mental health emergencies.
Developed and implemented collaborative safety plans, ensuring caller stabilization and connection to appropriate resources.
Coordinated referrals to emergency services, community mental health providers, shelters, and specialized support programs.
Documented all calls in compliance with HIPAA and organizational standards.
Maintained exceptional multi-tasking and emotional regulation while managing back-to-back crisis calls.
CENLAR
Senior Mortgage Loan Officer HYBRID May 2023 – Mar 2024
Advised clients on a variety of mortgage products, from conventional to complex or commercial loans.
Guided clients through the loan application and closing process from start to finish.
Delivered high-level customer service to address inquiries and resolve issues.
Managed a high-volume pipeline of complex loan files, ensuring compliance with company and regulatory guidelines.
Analyzed financial information and stayed current on market trends, industry changes, and lending regulations.
COMCAST
Customer Experience Level 3 Repair Agent Aug 2014 – Jan 2021
Resolved 50+ daily customer repair issues with 95% satisfaction.
Supported de-escalation team, improving resolution times by 30%.
Mentored and trained new agents, boosting team performance.
Assisted customers in understanding billing statements, reducing disputes by 15%.
Updated and modified accounts to ensure accuracy
FPI Management Leasing Agent Nov 2008 – Feb 2011
Managed 288 low-income housing units and maintained organized resident files
Conducted property tours and created marketing brochures
*Served as emergency onsite maintenance contact
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