BRITTNEY G LAWSON
Pittsburgh,PA
Summary
Dynamic Job Coach with a proven track record at Citizen Care Inc., skilled in job search strategies and active listening. Adept at empowering employees with disabilities to excel in their roles, fostering motivation, and enhancing skill development. Committed to creating impactful coaching strategies that drive success and improve workplace outcomes.
Overview
13
13
years of professional experience
Work History
Job Coach
Citizen Care Inc.
10.2022 - Current
- Plan and implement a job coaching strategy with multiple employees
- Assess the professional strengths and weaknesses of employees
- Discover what motivates employees and assist them in utilizing that motivation in the workplace
- Present skills to aid people in job searches
- Assist employees with disabilities in learning and excelling in their job functions
- Create and update records and reports on progress
Family Specialist
Alliance Infant & Toddlers, Early Learning Resources Center
02.2022 - 10.2022
- Manage a large volume of phone calls, chats, emails, and other communication channels with ease
- Acts as the single point of contact for families receiving subsidized childcare assistance
- Supports families in the selection of a childcare provider and manage the process for enrollment
- Always maintains stick confidentiality
- Respond to family inquiries by phone or email within 24 hours.
- Utilize web-based programs, Pelican, SharePoint, and On-Base, to review, update, and store family information
- Responsible for the timely maintenance of the Pelican Compass Inbox and Application Log
- Toggle back and forth through various databases and systems to resolve clients' inquiries.
Document Auditor
Service Link
03.2020 - 12.2021
- Adhered to extensive company and state policies, requirements, and regulations
- Calmed angry callers, repaired trust, demonstrated tact and diplomacy in diffusing emotional situations
- Built rapport with callers, clarified, and managed conversation flow
- Addressed inquiries from clients, borrowers, and realtors professionally and promptly
- Focused on the needs of the customer through careful listening and patience
- Reviewed all client documentation for 100% accuracy, researched and resolved discrepancies, and maintained customer account records and call logs
Resident Support Assistant
Citizens Care
09.2016 - 10.2020
- Provided services and supports to individuals with intellectual and developmental disabilities living in a residential care home
- Assured the welfare and safety of residents always
- Completed basic housekeeping activities for residents
- Administered medications
- Drove residents to their daily activities, day programs, grocery shopping, doctors' appointments, etc.
- Responded in a compassionate and caring way to any inquiries or questions regarding the residents' health problems
Customer Service Rep
University of Pittsburgh Medical Center
06.2015 - 08.2016
- Drove first call resolution on every inquiry by completing all necessary outreach calls on behalf of the member
- Reviewed, verified, and entered the patient's demographic and insurance information to ensure data integrity
- Assisted an average of 60+ calls per day, consistently meeting performance goals
- Answered multi-line telephone system and scheduled appointments
- Completed follow-up on unpaid account balances, contacted guarantors, third-party payors, and other outside agencies for payment of balances due
- Contacted patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patients
- Researched, resolved, and responded to email, web, and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols
Customer Service Rep
PNC Bank
04.2013 - 05.2014
- Handled customer inquiries, complaints, and billing questions
- Explained loan contracts to callers in a way that they could understand
- Located resources for problem resolution and designed best option solutions, escalated caller account issues through the proper channels
- Interfaced daily with back-office support areas for loan, deposit, and debit card accounts
Education
Diploma - HEALTH UNIT COORDINATOR
Bidwell Training Center
Pittsburgh04-2009
HIGH SCHOOL DIPLOMA - General Studies
NORTHSIDE URBAN PATHWAYS
Pittsburgh, PA06-2007
Skills
- Active Listening
- MS Teams
- SharePoint
- Word
- Excel
- PowerPoint
- Time Management
- CPR/First Aid
- Customer Service
- Document Handling
- Collaboration
- Regulatory Compliance
- Rapport Building
- Data Entry
- Eligibility Research & Analysis
- Medical Terminology
- Task demonstrations
- Job search strategies
- Career guidance
- Job search planning
- Skill development
- Group and individual instruction
References
References upon request
Timeline
Job Coach
Citizen Care Inc.
10.2022 - Current
Family Specialist
Alliance Infant & Toddlers, Early Learning Resources Center
02.2022 - 10.2022
Document Auditor
Service Link
03.2020 - 12.2021
Resident Support Assistant
Citizens Care
09.2016 - 10.2020
Customer Service Rep
University of Pittsburgh Medical Center
06.2015 - 08.2016
Customer Service Rep
PNC Bank
04.2013 - 05.2014
Diploma - HEALTH UNIT COORDINATOR
Bidwell Training Center
HIGH SCHOOL DIPLOMA - General Studies
NORTHSIDE URBAN PATHWAYS