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
Temple Hills, MD
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.
Anne Arundel County, MD
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
Lutherville, MD
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
Annapolis, MD
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
Laurel, MD
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
Owings Mills, MD
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