ANGIE WASHINGTON
Houston,TX
Summary
Dedicated Client Success Representative focused on enhancing client satisfaction through effective communication and advocacy. Skilled in conducting comprehensive assessments and crisis intervention, ensuring compliance while fostering trust. Committed to empowering individuals and families with tailored support and guidance.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Information and Referral Specialist
United Way of Greater Houston
Houston, TX
09.2024 - Current
- Conducted needs assessments to identify immediate and long-term service needs of callers.
- Provided accurate referrals for housing, food assistance, utility assistance, healthcare, mental health services, employment, and financial
- Educated clients on programs, benefits, and services, enabling informed decisions about care needs.
- Delivered trauma-informed, compassionate customer service while maintaining professionalism during crisis situations resources.
Case Manager
Harris County Community Services/ SEARCH Homeless
Houston, TX
04.2024 - Current
- Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
- Coordinated client assessments to identify needs and develop care plans.
- Monitored ongoing cases closely, adjusting case management strategies based on evolving circumstances.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Coordinated communication between clients and service providers to enhance service delivery and client understanding.
- Managed case files and documentation for compliance with regulations.
- Ensured compliance with regulations and confidentiality requirements by maintaining accurate documentation on all cases.
House Manager
Angela House
Houston, TX
05.2017 - 09.2024
- Provided recovery and peer support through crisis interventions, conflict resolution, and individualized relapse prevention strategies.
- Taught life skills, including chores and meal preparation, while providing positive reinforcement to encourage independence.
- Defined roles for parolees and household members, fostering personal responsibility and accountability.
- Maintain confidentiality of residents' information and records in accordance with federal and state requirements.
Client Success Representative
Beyond Finance
Houston, TX
01.2022 - 10.2023
- Enhanced client satisfaction by promptly addressing concerns and providing tailored solutions.
- Addressed client support issues through phone, email, and chat, ensuring timely resolution and satisfaction.
- Developed strong relationships with clients to foster trust and loyalty, ultimately boosting revenue.
- Handled incoming support calls, resolving issues in real-time or escalating to team members.
- Worked remotely to deliver client support and solutions.
- Compiled reports on client usage metrics and performance indicators to inform strategies for enhanced client engagement.
Verifications Investigator ( Team Lead)Desktop Inv
PreCheck Health
Houston, TX
09.2016 - 07.2019
- Evaluated agent phone and email interactions to confirm adherence to company scripts and protocols, enhancing customer satisfaction.
- Developed standardized training program and process guide to enhance onboarding and employee performance.
- Delivered guidance and support to employees experiencing workplace challenges., coaching, and direction for employees experiencing work problems
- Assessed Operations form requests and updates for policy alignment and professional presentation.
- Reviewed and analyzed sensitive documents for compliance with regulations.
- Conducted thorough background checks to ensure candidate eligibility.
- Maintained accurate records of investigations and findings in digital systems.
Education
Bachelor of Science - Criminal Justice
ITT Technical Institute
Torrance, CASkills
- Case Management
- Client Needs Assessment
- Crisis Intervention
- Referral Database Management
- Case Documentation
- Case File Management
- HIPAA compliance
- Resource Coordination
- Organization and Multitasking
- Customer Service
- Effective Communication
- Problem-Solving
- MS Office
- Lexis Nexis
Certification
- Texas All-Lines Adjuster License (Active)
- Texas Notary Public (Active)
Timeline
Information and Referral Specialist
United Way of Greater Houston
09.2024 - Current
Case Manager
Harris County Community Services/ SEARCH Homeless
04.2024 - Current
Client Success Representative
Beyond Finance
01.2022 - 10.2023
House Manager
Angela House
05.2017 - 09.2024
Verifications Investigator ( Team Lead)Desktop Inv
PreCheck Health
09.2016 - 07.2019
Bachelor of Science - Criminal Justice
ITT Technical Institute