Angel Fochler
Chat specialist
Oklahoma City,OK
Summary
Dynamic professional with a proven track record at Tri-city, excelling in recovery and crisis management. Skilled in optimizing workflows and enhancing customer satisfaction through effective de-escalation techniques. A self-motivated team player committed to continuous improvement and innovative problem-solving in fast-paced environments.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Hardworking and passionate job seeker with strong organizational skills eager to secure Chat supervisor position. Ready to help team achieve personal, professional and company goals.
Overview
11
11
years of professional experience
3
3
Certification
Work History
Chat Supervisor
Heartline Inc
06.2024 - Current
- Optimized chat workflows, reducing average handle time while maintaining high-quality service standards.
- Resolved escalated customer issues promptly by communicating directly with customers or coordinating with relevant departments as necessary.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Case Manager II
Tricity Youth and Family Center
12.2023 - 05.2024
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
PRSS
Tricity Youth and Family Center
05.2021 - 05.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
Education
Bachelor of Science - Healthcare Management
Colorado Technical University
Colorado Springs, CO12-2023
Skills
- Delegation and supervision
- Innovation and creativity
- Community engagement
- De-escalation techniques
- Positive attitude
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Multitasking Abilities
- Self motivation
- Preventive Maintenance
- Continuous improvement
- Crisis management
- Idea development and brainstorming
Accomplishments
- Achieved different levels of certifications by completing trainings with accuracy and efficiency.
- Took different trainings to expand knowledge of crisis situations.
- Successfully started a Christmas program in 2022 and was able to grow it from 20 kids to over 100 kids each year.
- First person in 5 generations to complete or attend college on my mothers side.
Certification
CMII - Case manger 2
PRSS - Peer recovery support specialist
BHWC- Behavioral health wellness coach
Timeline
Chat Supervisor
Heartline Inc
06.2024 - Current
Case Manager II
Tricity Youth and Family Center
12.2023 - 05.2024
PRSS
Tricity Youth and Family Center
05.2021 - 05.2024
Bachelor of Science - Healthcare Management
Colorado Technical University
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