Brittany Worthy
Woodstock,Maryland
Summary
Experienced professional with a background in behavioral science and over 10 years of successful management of complex customer inquiries. Specializes in creating positive client experiences and empowering high-performing teams. Skilled in communication, empathy, and creative problem-solving. Adaptable to fast-paced, high-volume work environments and adept at building strong customer relationships. Additionally, brings over 4 years of training and recruitment expertise to enhance organizational success.
Overview
8
8
years of professional experience
Work History
Child Support Specialist II
Prince George’s County Office of Child Support Enforcement
10.2021 - Current
- Reduces caseload backlog by implementing comprehensive time management strategies that prioritized urgent cases without compromising quality service delivery.
- Manages a high volume of complex cases, ensuring accurate documentation and timely resolution of issues.
- Maintains strict confidentiality while managing sensitive information related to clients' personal lives and finances.
- Streamlines the process of establishing paternity for increased efficiency in cases involving unmarried parents.
- Negotiates with and advises clients on available services such as parenting classes, employment assistance programs, and healthcare resources to collect outstanding arrearage and promote self-sufficiency among non-custodial parents.
Applied Behavioral Analyst
Applied Behavioral Mental Health Counseling, P.C.
01.2018 - Current
- Observes, monitors and records problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Promotes positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
- Develops rapport with clients and families and upholds HIPAA guidelines of confidentiality, while fostering trust and open communication essential to successful treatment outcomes.
- Maintains detailed records of client progress, enabling data-driven decision making for intervention adjustments and goal development.
- Manages crisis situations and prevents instances of maladaptive behavior escalation by using de-escalation techniques and professionalism, ensuring the safety of all individuals involved while adhering to established protocols.
Care Coordinator/Scheduler
MB HomeCare, INC
01.2021 - 10.2021
- Supervised patient caseloads within designated territories by reviewing plans of care and analyzing caregiver skill assessments to build homecare schedules that produce outstanding client experiences and boost caregiver job satisfaction.
- Managed last-minute schedule changes with minimal disruption to daily operations or customer service levels.
- Advocated for patients' rights within the healthcare system, working diligently to address concerns or barriers to care.
- Built strong relationships with patients and their natural supports to select and schedule caregiving staff to deliver person-centric emotional support and companionship.
- Implemented quality assurance measures and monitored employee attendance and punctuality, addressing issues promptly to maintain optimal staffing levels.
- Employed proactive communication and interpersonal skills to offer emotional support for patients and families during difficult times, fostering resilience and coping skills.
Senior Business Development Manager & Recruiter
Comfort Keepers
08.2019 - 01.2021
- Developed strong relationships with key clients, leading to long-term partnerships and increased loyalty.
- Managed full-cycle recruiting process for multiple roles simultaneously while maintaining high-quality standards in candidate assessment and selection.
- Negotiated competitive compensation packages with selected candidates, ensuring alignment with company budget constraints and internal equity standards.
- Delivered dynamic presentations to recruit, onboard, facilitate new-hire and on-going trainings and retention among diverse audiences.
- Finalized performance reviews, disciplinary actions, and constructive counseling sessions with all direct reports.
- Increased revenue by developing client relationships and pursuing new business opportunities, which supported a 477% growth in billable client hours during a nation-wide pandemic.
Case Management Supervisor
Beatrice Loving Heart
08.2018 - 08.2019
- Administered benefit packages and entitlements for Medical Assistance Beneficiaries following COMAR guidelines while supervising 45-50 direct reports.
- Promoted a culture of continuous learning with regular training sessions, workshops, and seminars for staff development.
- Implemented data-driven strategies to monitor staff performance and identify areas for improvement.
- Performed on-site visits with beneficiaries to ensure satisfaction with benefits, determine future needs, gather information, monitor plans of service, and ensure maintained eligibility.
- Led weekly team meetings to discuss cases, monitor progress, and offer suggestions or support.
- Led discussions on process improvement, provided mentorship and trained staff on an individual or collective basis through scheduled meetings and daily interactions.
Lead Customer Care Coordinator
Centric Business Systems
04.2016 - 08.2018
- Oversaw team of 10 agents focused on troubleshooting calls to deliver outstanding technical and customer support while sustaining an overall client satisfaction rating of 97%.
- Compiled call center performance data to consult with upper management to discuss internal and external customer needs and workflow optimization.
- Created agent scripts, email templates and training materials to educate agents on work-related systems, improve call center operations and standardize training processes.
- Supervised quality assurance through auditing emails, listening to phone calls, and providing immediate corrective and positive feedback to team.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Drafted performance reviews and met with team-members to discuss professional, personal and team goals.
Education
Bachelor of Science - Psychology
Old Dominion University
Norfolk, VirginiaNational Seminars Training - The Complete Course on How to Supervise People
Skills
- Enhancing Customer Satisfaction through Tailored Solutions
- Masterful in Conflict Resolution & Escalated Complaint Handling
- Skilled in Call Monitoring & Quality Control
- Proficient in Help Desk & Call Center Operations
- Accomplished in Talent Acquisition, Recruitment & Onboarding
- Deft Designer & Evaluator of Training Programs
- Talented in Streamlining Processes for Optimal Performance
- Adroit Team Leader & Performance Assessor
- Experienced in Fostering Teamwork & Collaboration
- Adept at Managing Strategic Accounts & Client Relations
- Exceptional in Analyzing Cases & Advocating for Clients
- Advanced User of Microsoft Office Suite
Timeline
Child Support Specialist II
Prince George’s County Office of Child Support Enforcement
10.2021 - Current
Care Coordinator/Scheduler
MB HomeCare, INC
01.2021 - 10.2021
Senior Business Development Manager & Recruiter
Comfort Keepers
08.2019 - 01.2021
Case Management Supervisor
Beatrice Loving Heart
08.2018 - 08.2019
Applied Behavioral Analyst
Applied Behavioral Mental Health Counseling, P.C.
01.2018 - Current
Lead Customer Care Coordinator
Centric Business Systems
04.2016 - 08.2018
Bachelor of Science - Psychology
Old Dominion University
National Seminars Training - The Complete Course on How to Supervise People
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