Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
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Autumn Colbert

Baltimore,OH

Summary

Capable, organized and meticulous Resident Assistant, known for excellent leadership and time management skills. Easily able to speak in large groups and offer mediation and counseling to residents. Adheres to rules and dedicated to promoting a friendly, safe and healthy environment for residents. Honest and insightful Resident Assistant with 7+ years' experience. Natural born leader with an aptitude for problem-solving and planning. Reliable, responsive and resourceful. Ability to collaborate or work independently.

Developed exceptional customer service and communication skills in fast-paced service environment. Demonstrates ability to handle inquiries, resolve issues, and maintain high standard of client satisfaction. Seeking to transition into new field, leveraging strong interpersonal and problem-solving abilities.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Telecom Service Operator - Call Center

Johns Hopkins Health System
01.2023 - Current
  • Inbound and Outbound calls
  • Knowledge of Medical Terminology
  • Must be Flexible with Paging /Stat calls.
  • Microsoft Word, Power Point, Excel
  • Microsoft Outlook
  • Meditech (if applicable to position)
  • Improved customer satisfaction by efficiently addressing and resolving service issues.
  • Epic (if applicable to position)
  • Performance Manager/NetLearning
  • Computer proficiency and technical aptitude with the ability to utilize one or more of the following:
  • Able to read, write, and speak the English language in an understandable manner.
  • Must be able to work independently and possess the ability to make independent decisions when circumstances warrant such action.
  • Possess the ability to effectively communicate and deal tactfully with other personnel, visitors, patients, physicians, customers, and the general public.
  • Flexible, have personal integrity, and the ability to function effectively as a team with other employees.
  • Follow written and oral instructions.

Call Center Advocate

Weinberg Center
09.2022 - 02.2023
  • The Lead Contact Center Advocate is primarily responsible for the day-to-day oversight of the staff that answer the 24/7 hotline, the chat line, and several other forms of electronic communication
  • The Lead is responsible for ensuring that persons experiencing IPV, loved ones, and community members contacting HRM are offered support, information, referrals, crisis intervention counseling, and safety planning, consistent with HRM and evidence-based best practices and standards
  • The Lead understands the dynamics of IPSO and has advanced crisis intervention and problem-solving skills necessary to show empathy, respect, and patience with each contact
  • The Lead is responsible for knowledge of best practices within the agency to screen contacts for lethality and address the individualized services needs of communications
  • The Lead uses unbiased and trauma-informed assessments to approve client entry to HRM emergency services and demonstrates understanding to callers of different cultural, socioeconomic, and religious backgrounds; and gender/sexual orientations
  • The Lead must have a firm grasp of trauma, the effects, and engaging traumatized people and must be comfortable working in a Voluntary Services program model
  • In this context, the Lead is responsible for developing an excellent working relationship both within HRM and outside of HRM, for ensuring the timely, effective, and seamless provision of services to all contacts seeking assistance, information, or referral
  • Maintaining current and up-to-date community resources, communication, and partnership with Contact Center Leadership are all vital functions of this position
  • Standard Schedule: This Lead supervises up to 10 staff working late evenings and overnight hours and is responsible for establishing effective communication systems and coverage calendars to ensure seamless staffing to meet the needs of vulnerable populations
  • Regular hours for this position are Monday- Friday, 8:00 am-4:00 pm, with one Sunday and one Saturday shift per month; however, this position is classified as an essential staff position, and as a part of the Contact Center leadership team, responsibility for 24/7 coverage of the hotline, and flexibility to work some holidays, weekends, overnight, and evening hours will be required as needed during times of crisis
  • Shares responsibility with Contact Center staff for live response to calls, chats, and walk-ins, answering a minimum of 25 hours per week of a hotline or Chat line shifts as required
  • As part of the Contact Center Leadership, rotates weekly on-call responsibilities
  • 8 am-11:59 pm daily, coordinating the Hotline functions, flow, shifts, and emergency troubleshooting
  • In conjunction with Contact Center leadership, directs, manages, oversees, and hires Contact Center staff; oversees and coordinates work allocation, training, supervision, and performance evaluation of the team and ensures that all work related to timely, accurate, and effective delivery of services is completed
  • Meets weekly with direct reports for a one-on-one check-in, or a team meeting, to provide feedback and coaching
  • Coordinates the 24-hour hotline and Chat line scheduling, conducts monthly New Hire Contact Center training and continued education on response protocols/standards and quality assurance monitoring
  • Provides crisis intervention, empathy, and culturally specific support to victims at risk of serious injury from intimate partner violence
  • Co-facilitates community training, such as the Friends and Family educational support group
  • Monitors resource materials monthly to ensure they are accurate and up to date
  • Participates in and runs staff team meetings to share resource information
  • Responsible for regular written and verbal communication regarding scheduling and programmatic updates
  • Provides timely and accurate data entry related to each contact answered
  • When necessary, enter documentation of calls responded to by staff into appropriate systems
  • Assists with data entry of all Contact Reports in a proprietary database system (ETO) and is responsible for access to calls, chats, and voicemails they attend to
  • Assists with outreach calls and data entry for Lethality Assessment Program as needed
  • All entries are to be completed on a timely basis, usually within 24 hours of receipt
  • Coordinates use of Language Line for callers that speak a language other than English and routes calls to Highland town staff for callers interested in receiving services at the Highland town location
  • Provides quality control assurances by listening to calls, reviewing chats, and providing feedback to the Contact Center manager regarding the quality, appropriateness, and professionalism of response or follow-up of other Contact Center staff
  • Ensures data quality and monitors for accuracy, timeliness, and completeness
  • Respond to or delegate requests received through voicemail, HRM Website, Info Line, and social media
  • Works across programs and as part of a team to assist with other victim-serving HRM programs to ensure seamless delivery of services
  • For example, coordinating requests from the Hotline to the Outreach team for intakes throughout Baltimore City, assisting with Shelter coverage, assisting with Victim Coordinated Entry, etc
  • Supports Spanish-speaking victim access at the Highland town office through coordinated Spanish-speaking staff schedules for rotating coverage and triage services at this site
  • Advocated for client rights, ensuring access to services and resources.
  • Monitored case progress, ensuring timely follow-up and resolution of client issues.
  • Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express views.

Domestic Violence Advocate

The House of Ruth
08.2022 - 01.2023
  • Records information provided by BPD on intimate partner violence incidents and Lethality Assessment Screens into ETO, emphasizing timely and accurate data entry.
  • Using information collected on the lethality assessment screens by the BPD through the Lethality Assessment Program, makes outreach calls to victims to offer safety planning, intimate partner violence education, linkages to HRM programs and services, and provides information about other appropriate community resources.
  • Provides crisis intervention, empathy, and support to victims at risk of serious injury from intimate partner violence.
  • Communicates openly and honestly, working as a team with other staff and demonstrating a positive, solution-oriented attitude when working with contacts and colleagues.
  • Immediately upon receipt of Lethality Assessment screens, attempts to contact all victims. Makes and documents four attempts to contact victims within 72 hours of receiving lethality assessment screens.
  • Conducts limited client coordination of past services and supports clients through the Safe at the Home process.
  • Records all efforts and outcomes associated with outreach to victims in ETO.
  • Receives Lethality Assessments screens and Incident Reports from BPD, highlights date and time of receipt, and tracks any reports received later than the next business day following the incident.
  • Reports summary information to the Lead/Director to reflect data related to all aspects of program participation, including subsequent enrollments in HRM programs and services and referrals to the BPD/Family responsibility for follow-up.
  • Participates in Contact Center Team meetings and shares resource information.
  • Shares responsibility to the Contact Center staff members by providing live responses to hotline calls, chat contacts, and triage of walk-in communications during designated shifts.
  • Other Duties as assigned.
  • Provided crisis intervention services to individuals affected by domestic violence.
  • Developed and facilitated support groups for survivors, fostering community and healing.
  • Collaborated with law enforcement and legal entities to advocate for clients' rights.

Education

High School Diploma -

Samuel L. Banks Hs
Baltimore, MD
06-2006

Skills

  • Case Management
  • Call center
  • Sales
  • Windows
  • Medical terminology
  • Working with people with disabilities
  • Customer service
  • Database administration
  • Microsoft Outlook
  • Relaying information
  • Customer assistance
  • Non-emergent call response
  • Positive communication skills
  • Welcoming customers
  • Client service
  • Working with people with developmental disabilities
  • Microsoft Excel
  • Caregiving
  • Google Docs
  • Administrative Experience
  • Data collection
  • Communication skills
  • Triage
  • Typing
  • Surveillance
  • Data entry
  • Writing Skills
  • Crisis Intervention
  • Direct support
  • Phone etiquette
  • Microsoft Word
  • Site preparation
  • Call center experience
  • Safety management
  • Emergency response
  • Problem-solving
  • Problem-solving abilities
  • Multitasking
  • Critical thinking
  • Active listening
  • Crisis management

Certification

  • Driver's License, 2023-07-01, 2025-07-01
  • CPR/ADD Certification, 2023-01-01, 2025-01-01
  • CPR Certification, 2023-01-01, 2025-01-01
  • Guard Card, 2022-11-01, 2023-11-01

Personal Information

  • Driving License: Driver's License valid from July 2023 to July 2025
  • Work Permit: Authorized to work in the US for any employer
  • Visa Status: Authorized to work in the US for any employer

Timeline

Telecom Service Operator - Call Center

Johns Hopkins Health System
01.2023 - Current

Call Center Advocate

Weinberg Center
09.2022 - 02.2023

Domestic Violence Advocate

The House of Ruth
08.2022 - 01.2023

High School Diploma -

Samuel L. Banks Hs

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