Alex Smith
Hawthorne,NJ
Summary
I am a compassionate and dedicated professional with a strong background in documentation, crisis management, and customer service. With experience as a Family Support Center Coordinator, Case Manager, and ACT Case Manager, I have developed expertise in supporting individuals and families through complex challenges. My ability to actively listen, provide emotional support, and offer practical resources has been key in guiding families through opioid addiction recovery, assisting individuals with dual diagnoses, and helping clients transition to independent living. I excel at multitasking, managing multiple responsibilities while maintaining professionalism and confidentiality. Throughout my career, I’ve consistently worked to build trust, advocate for clients, and ensure they receive the resources and support needed for their journey to recovery and self-sufficiency.
Overview
12
12
years of professional experience
Work History
Call Center Agent
Horizon BCBS of New New Jersey
Newark, New Jersey
03.2025 - Current
- As a call center agent my focus was to help resolve members concerns, issues and complaints regarding health insurance inquires. On a daily basis I was responsible to handle 50-60 calls everything from benefits questions, adjustment of claims, transferring calls to other departments, deescalation of irate customers, handle calls within a 5 minute time frame, and provide accurate and professional service.
- Use of multiple cloud systems
- Motivational interviewing
- Critical thinking
- Deescalation
- Documentation
- Knowledge of coverage and insurance related concerns
- Problem solving
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Addressed customer account discrepancies and concerns.
- Delivered prompt service to prioritize customer needs.
Family Support Center Coordinator
CarePlus Inc, Paramus
Paramus, New Jersey
09.2021 - 04.2023
- As a Family Support Center Coordinator my focus was on supporting families of individuals with opioid addiction. Key factors that helped with my success in this position was the ability to be compassionate, empathetic, confidential, guiding, and maintain professionalism. My job required a deep understanding of the struggles families face when a loved one battles opioid addiction. My position often puts me in unsafe positions where I need to be non-judgmental, while providing emotional support, guidance, and practical resources to help family members navigate the complexities of addiction and recovery. Part of my day-to-day tasks included facilitating family support groups where members can openly share experiences, discuss their concerns, and gain insights into addiction recovery. I also provide one-on-one counseling sessions, either in person or over the phone, offering personalized support. I am equipped with knowledge about addiction recovery programs, treatment options, mental health services, and social support systems, ensuring that families connect with the necessary resources.
- Cloud based Documentation
- Group facilitator
- Provided education
- Linkage to additional resources
- Active listening
Peer Professional/Case Manager
Bridgeway Mental Health Services, Little Falls
10.2016 - 08.2021
- As a Case Manager I was responsible for providing counseling and case management services to individuals with a dual diagnosis. This position required dedication and empathy with expertise in both mental health and substance use disorders. This role was challenging as I had to work with clients who face complex, intertwined challenges. My Day-to-day tasks consisted of assessing the needs of my clients, developing personalized care plans and connecting them with necessary services including counseling, detoxification, rehabilitation programs, psychiatric care, housing support, and social services. In addition to coordinating care and completing paperwork, I was also offering support and acting as an advocate for individuals.
- Cloud based Documentation
- Group Facilitator
- Provided Crisis Management
- Mental health Education
- Linkage to additional support and resources
ACT Case Manager
Westbridge Inc, Brooksville Florida
02.2014 - 04.2016
- As an ACT Case Manager my main role was providing case management services to outpatient participants who were adapting to independent living. This required dedication, resourcefulness, and professionalism. My primary day to day tasks include helping individuals transition from dependent or supervised living situations (such as inpatient rehabilitation centers, halfway houses, or group homes) to fully independent, self-sufficient lives. This involves a careful balance of practical guidance, emotional support, and skill-building. In addition to visits to clients' homes, community centers, or other locations where clients are working on their transition.
- Cloud based Documentation
- Documentation
- Linkage to additional services
- Providing Customer Service
- Assessment Provider
- Group Facilitator
- Crisis Management
Education
Psychology
Post University
Utica, KYCertificate - Urban Ministry
Word of Life Bible College
Schroon Lake, NY01.2005
High School -
Cape Cod Regional Vocational High School
Harwich, MA01.2003
Skills
- CPRS (Certified Peer Recovery Specialist)(expired)
- CPRP (Certified Peer Recovery Practitioner) (expired)
- ITC Certification (CMC foundation of change)
- Microsoft Suites
- Documentation
- Active Listening & Compassion
- Crisis Management
- Multitasking
- Customer Services
- Motivational interviewing
- SMART goal planning
- Crisis text hotline volunteer
- Problem-solving skills
- Resolving issues
- Training and mentoring
- Goal orientation
CUST
Can explain gap in work history time frame.
Timeline
Call Center Agent
Horizon BCBS of New New Jersey
03.2025 - Current
Family Support Center Coordinator
CarePlus Inc, Paramus
09.2021 - 04.2023
Peer Professional/Case Manager
Bridgeway Mental Health Services, Little Falls
10.2016 - 08.2021
ACT Case Manager
Westbridge Inc, Brooksville Florida
02.2014 - 04.2016
Psychology
Post University
Certificate - Urban Ministry
Word of Life Bible College
High School -
Cape Cod Regional Vocational High School