Client Intake & Case Management Specialist

Gertrude Annie Harutunian

(***) *** – **** *********@*****.*** Fullerton, CA

SUMMARY

Compassionate and detail-oriented professional with over 8 years of experience in client relations, case management, and direct client support. Skilled at active listening, problem-solving, de-escalation, and delivering personalized solutions in fast- paced environments. Proven ability to build trust quickly and manage multiple clients’ needs efficiently. Seeking a remote customer service position where I can continue providing exceptional client support. SKILLS & QUALIFICATIONS

Core & Personal Competencies: Client Advocacy, Active Listening, Problem-Solving, Empathy & Patience, De-escalation, Organization & Multitasking, Conflict Resolution

Technical: Microsoft Office (Word, Excel, Outlook), KIPU Software, CRM Systems, Data Entry, Video Conferencing (Zoom, Teams), Fast Typing

Certificates: RADT Certificate (Current), CPR Certified (Current), Food Handlers Card (Current) PROFESSIONAL EXPERIENCE

Wavecrest Behavioral Health Santa Ana, CA

Case Manager/Intake Specialist Nov 2025 – April 2026

● Conducted client intakes and developed individualized care plans while building strong client rapport.

● Utilized KIPU software to manage client records and documentation.

● Performed client de-escalation and provided emotional support during challenging situations.

● Managed client drop-off and pick-up coordination to ensure smooth transitions. Innovate Recovery Van Nuys, CA

Case Manager/Intake Specialist Sept 2023 – March 2025

● Conducted comprehensive intake assessments for 50+ clients, evaluating medical history, substance use, and treatment goals to ensure tailored care plans.

● Streamlined admissions process by verifying insurance and communicating program details, reducing onboarding time by 20%

● Developed and monitored individualized treatment plans, adjusting strategies to improve client outcomes based on progress metrics.

● Facilitated connections to community resources and collaborated with multidisciplinary teams to enhance client support and recovery success.

Lighthouse Recovery Center Los Angeles, CA

Resident Advisor Jan 2023 – Sept 2023

● Ensured a safe supportive environment for 30+ clients through regular wellness checks and medication distribution.

● Documented client statuses in detailed reports, improving administrative efficiency by 20% through standardized reporting protocols.

● Streamlined client intake processes, reducing entry time, while maintaining a compassionate onboarding experience.

● Fostered a caring environment through consistent client engagement, boosting satisfaction scores by 10% in internal surveys.

ANK Legal Associates Los Angeles, CA

Office Manager Jan 2016 – Oct 2019

● Managed daily operations for 100+ legal cases including pleadings, motions, and litigation, ensuring timely and accurate processing

● Organized networking events that increased acquisition by 15% through strengthened community partnerships.

● Cultivated strong client relationships, achieving a 90% client retention rate through personalized service and follow-ups.

● Provided strategic feedback to senior management, leading to the adoption of new service offerings that extended revenue streams

EDUCATION

Valley College Dec 2005

Associate of Arts: No Emphasis

Glendale High School May 1999

High School Diploma

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