Diligent Customer Service and Housing Programs Specialist
Resume:
LEONARD ROBINSON
**************@*****.***
Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
• 10 year of experience in counseling/advising/treating individuals with history/use of alcohol or substance use disorders;
• Experience with co-occurring health and mental health disorders;
• Design and deliver programs for families, children, seniors, and individuals with special needs in publicly assisted affordable housing
• Develop and implement individual service plan with residents.
• Prominent level knowledge of Supportive services, including assessments, crisis counseling, benefits counseling, conducting support groups.
• Able to work with a culturally diverse set of community-based organizations and residents.
• Able to work independently and within a team environment and exercise mature judgement.
• Strong communication, writing, and interpersonal skills for establishing and maintaining effective working relationships with employees, residents, property management, city staff, program partners, key stakeholders, and the public to implement successful programs.
• Implement and manage day to day tasks related to resident services programs and services, including program assessment and evaluation.
• Able to facilitate meetings and give presentations.
• Maintain and execute confidential information according to HIPAA Standards.
• Manage multiple priorities in a fast-paced environment.
• Monitor, document, and report out on community engagement outcomes and report any changes needed.
Work Experience
Housing Coordinator
Volunteers of America - Los Angeles, CA
October 2022 to December 2023
• Assess new clients during screening, intake and orientation
• Assess program qualification criteria of client and aid in qualifying or referring to outside resources
• Point person for domestic violence cases
• Screen domestic violence victims that enter the CES system
• Apply knowledge of safety planning and confidentiality for domestic violence victims
• Perform training for CES staff on domestic violence victim issues
• Refer domestic violence victims to wraparound services when necessary and ensure appropriate interventions including potential shelters, rapid rehousing and outpatient programs/services
• Develop individualized goal plans and monitors progress in achieving goals
• Assist veterans in goal planning of housing attainment and sustainability including job training, education, money management, and income and/or benefits attainment.
• Provide ongoing support, crisis intervention and housing stability support and resource referrals.
• Coordinate housing, medical, legal, dental and/or psychological services as/if needed
• Work consultatively with other staff to ensure appropriate levels of treatment/support
• Keep client files current through the internal computerized care management system and maintain ongoing files both on computer and hard copies
• Keep all client paperwork in a confidential manner
• Conduct home visits to support client in housing stabilization.
• Participate in conferences, workshops, special projects, staff meetings, and other duties as assigned Customer Service Specialist (Remote) hybrid
BRILLANT CORNERS - Los Angeles, CA
March 2019 to November 2023
• Maintained a customer resolution rate of 95% over my tenure with the company.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.
• Executed on-time and under budget project management to resolve complex issues
• Led team engagement to assist cross-functional departments and achieve goals.
• Responsibilities:
• Encourage people to attend self-help support groups
• Manage meetings and events held at the center or on zoom during the pandemic
• Identify, assemble and integrate volunteers of all levels and abilities.
• Initiate outreach to start new self-help support groups
• Provide crisis management as needed
• Assist with special events
Customer Service Specialist
ST JOSEPH HOSPITAL - Chicago, IL
February 2017 to June 2019
• Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax
• Coordinated internally with operations and logistics to maintain knowledge of new company products
• Trained new hires on products and services, best practices and protocols to reduce process gaps.
• Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.
• Mentored new employees on procedures and policies to maximize team performance.
• Apply the Substance Abuse and Mental Health Services' (SAMHSA) best practice indicators;
• Demonstrate excellent written and oral communication skills;
• Demonstrate an empathetic manner to support clients who may have multiple problems;
• Make decisions and quick judgments concerning patient care to include benefits and treatment for their clients;
• Demonstrate exceptional interpersonal skills and a compassionate nature;
• Engage in active listening by giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times;
• Maintain careful records and accurate reports of progress, history, service provided, and other relevant information pertinent in their client's recovery process;
• Access and use District-adopted web-based systems. Education
Bachelor's degree in Communications
Harold Washington Chicago - Chicago, IL
April 2009 to March 2012
Skills
• Issue and Complaint Resolution (8 years)
• Call Documentation (8 years)
• CRM Software
• 55 wpm Typing Speed
• Microsoft Office
• Microsoft Teams
• Excel Spreadsheet (10+ years)
• Google Suite
• Problem Resolution (7 years)
• Call Center Environments (8 years)
• Project Management (5 years)
• Working efficiently within a remote setting (5 years)
• Cantonese
• Spanish
• Case Management (10+ years)
• Live Chat (5 years)
• Event Planning
• Conflict Management (6 years)
• Crisis Management (7 years)
• Program Design
• Meeting Facilitation
• Writing Skills
• Employee Orientation
• Process Improvement
Certifications and Licenses
Driver's License
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