Call Center & Case Management Specialist

Call Center Specialist

Faron Brinkley

Washington DC 20019

Professional Summary

Analytical and detail-oriented achiever; proficient in gathering critical data and information from a broad range of sources and condensing material into key concepts and topics. Results-focused performer with a strong technical aptitude and the ability to work independently or as a valued team player.

Proficient in Microsoft Office Suite, Adobe Reader, and Apple Mac OS applications. Expert knowledge of all versions of Windows, Word, Excel, Outlook, and Processor WORK EXPERIENCE

Woodley House, Inc. – Permanent Supportive Housing (PSH) Case Manager, Washington, DC October 2025 – Present

• Provide intensive case management services to individuals and families in Permanent Supportive Housing, including assessments, service planning, and housing stabilization.

• Conduct home visits, crisis intervention, and resource coordination to support housing retention, employment, healthcare, and public benefits access.

• Assist clients with voucher utilization, housing inspections, landlord engagement, lease compliance, and eviction prevention efforts.

• Maintain accurate case documentation, progress notes, service plans, and compliance records in accordance with program requirements.

• Utilize trauma-informed practices to support clients experiencing homelessness, domestic violence, mental health challenges, and other barriers to self-sufficiency. Senior Call Center Specialist (Remote Position) (Seasonal) EHealth Inc. – Washington D.C.- October 2024 – June 2026

• Handle inbound customer service calls from existing members, addressing questions about their plan, resolving issues between the carrier and member, and providing information about our complimentary services.

• Provide great knowledge of insurance on a customer-to-customer basis, and verifying their information

• Identify and resolve member issues efficiently and effectively to ensure a positive experience.

• Assist members with questions about their current plan, and explain the benefits included and how to use them.

• Answer outbound calls from a dialer and complete post-enrollment activities, along with helping members utilize the plan benefits included in their plans.

• Accurately use the script on screen and tools provided to help find client insurance information, answer questions about our members’ plans, and efficiently document notes and outcomes of the interaction.

• Handle all escalated calls for customers wanting to file a complaint about an agent or services received Lead Customer Service/Case Manager

Call Center Specialist

KRA Corporation (Dept of Homeland Security) – Washington D.C.- July 2024 -October 2024

• Coordinated all services and ensured that customers made meaningful progress towards preparing for, finding, and retaining employment.

• Provided intensive wrap-around case management services that support and facilitate customers’ progression and compliance with TANF work participation requirements to the entire caseload.

• Performed the Program’s Intake Assessments by thoroughly completing all intake forms, including:

• Reviewing DHS-administered assessments and initial Individual Responsibility Plan (IRP) in CATCH with the customer.

• Conduct an in-depth discussion with customers about the results of the DHS assessments and the steps outlined in the initial IRP.

• Develop and amend the customer’s IRP by using the results of the DHS assessment, initial IRP, and customer input to develop a more detailed and well-thought-out IRP.

• Trained via SPM Manual

Call Center Specialist

Rapid Rehousing Case Manager/Outreach

Gateway Center – Atlanta, GA October 2022-March 2024

• Carry a caseload of a minimum of 20-35 families to aid the transition into permanent housing

• Review all possible avenues of progression for families, including possible/temporary insurance options to get them off the ground

• Identify suitable, affordable housing options for individuals experiencing homelessness. Develop relationships with landlords to provide housing opportunities for RRH participants.

• Educated landlords about RRH and its benefits and addressed potential barriers to landlord participation, such as concern about tenant qualifications and the short-term nature of rental assistance.

• Provided direct case management and coordinated with case management in the community to provide continuity of service for participants.

Youth Empowerment Specialist Supervisor /Campus Housing Manager (2 nd

Employer) Covenant

House Georgia– Atlanta, GA- August 2022-Aug 2023

• Provided oversight and employed Milieu management techniques to heighten safety, promote structure and help residents learn healthier ways of thinking, interacting, and behaving independently or in group settings.

• Role-modeled effective milieu management by being present on the shelter floor for at least 75% of scheduled shifts

• Attended and participated in all scheduled or mandatory meetings, training, and supervision sessions as requested

• Served as liaison to external entities; report all maintenance concerns to Facilities Manager

• Developed and maintained work schedule ensuring proper coverage of every shift and • maintaining ratios

• Trained, developed, and supervised program staff, in 4 different programs

• Completed performance appraisals, and recommendations for corrective action and created development plans

Trainer Manager (Illinois Dept Of Employment Security Contract) PCG Consulting Group – Chicago, IL- July 2020-August 2022

• LMS Content Author, Creator, Implementation Rollout

• Conducted evaluations to identify areas of improvement

• Monitored employee performance and response to training

• Ensured strategic alignment of the training department with business goals

• Evaluated individual and organizational performance to ensure training is meeting business needs and improving performance

Human Resources Coordinator

ExecuSource – Alpharetta, GA- September 2019-July 2020

• Facilitated human resources processes

• Administered employee health and welfare plans

• Acted as a liaison between employees and insurance providers

• Resolved benefits-related problems, or inquiries

• Ensured the effective utilization of plans related to HR programs and services Call Center Specialist

• Conducted audits of payroll, benefits, and other HR programs, and recommended corrective actions

• Assisted with the performance review and termination processes

• Assisted with the recruitment and interview processes

• Conducted DOT Screens (Drug Tests, Med Certifications) File Auditor, Administrative Assistant, Live-In House Parent Creative Community Services – Norcross, GA- October 2018-September2019

• Ensured compliance with established internal control procedures by examining records, reports, operating practices, and documentation.

• Verifies assets and liabilities by comparing items to documentation.

• Completes audit work papers by documenting audit tests and findings.

• Appraises adequacy of internal control systems by completing audit questionnaires.

• Maintains internal control systems by updating audit programs and questionnaires; and recommending new policies and procedures.

• Communicates audit findings by preparing a final report; and discussing findings with auditees.

• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies.

• Contributes to team effort by accomplishing related results as needed.

• Provided 24/7 Emergency Respite Care For Youth Ages 15-21 years old. Administrative Assistant, Resident Advisor

Chris 180 Inc. – Atlanta, GA- October 2017-September 2018

• Handling incoming calls efficiently resolving a variety of basic customer service inquiries

• Provided 24/7 Emergency Respite Care For Youth Ages 15-21 years old.

• Provide excellent customer service to customers, clients

• Utilize problem-solving skills to efficiently answer customer requests

• Maintain, at a minimum, target levels of productivity and performance

• Locate and interpret complex information from several databases Call Center Manager, Trainer

Frankly Legal LLC - Dublin, OH – February 2015 to October 2017

• Support and communicate quality standards, processes, procedures, and policies.

• Took Part in (provide) disciplinary discussions/documentation to agents when appropriate.

• Answered technical and procedural questions.

• Provide coaching, leadership, and direction to a team of Customer Service Agents and provide timely/constructive feedback

• Measure/Record agent performance

• Appropriately addresses human resource issues and consults with Human Resources for guidance as needed.

• Monitors call volume and queues and assists with scheduling to ensure proper coverage.

• Review timesheets for proper payroll

• Administers on-site drug tests for new applicants

• Conducts team meetings for work development for both employees and supervisors who work for me

• Train all New Hires on current call center procedures and policies

• Made areas of the common areas clean for client and visitors Call Center Specialist

EDUCATION

Georgia State University

• BA in Psychology – Expected Grad Date June 2025

Youth Build Charter School

• High School Graduation: August 2008

Volunteer, Memberships, Accomplishments

• Certified Prepared/ Enrich Facilitator -Feb 2019-Present

• Mental Health First Aid-May 2016

• American Psychological Association- Dec 2018-Present

• United Way Linc Council Member Nov-2018

• Young Nonprofit Professionals Network YNPN Sept 2018-Present

• The National Society of Collegiate Scholars Member Sept 2019- Present

• Scholarship Recipient of YouthBuild USA Helen D Stoneman Award 2020, 2023

• Licensed Foster Parent/Resource Parent in Atlanta, GA, and Washington, DC 2023-Present

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