Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Catherine Hines

Albuquerque

Summary

Dynamic professional with a proven track record in customer service and issue resolution, honed at the Social Security Administration. Skilled in call management and data entry, I excel in enhancing client satisfaction and efficiency. My experience includes developing personalized care plans and providing crisis intervention, showcasing my empathy and problem-solving abilities.

Overview

7
7
years of professional experience

Work History

Telephone Service Center Representative

Social Security Administration
05.2024 - 12.2024
  • Improved customer satisfaction by resolving inquiries quickly and effectively on the National 800#.
  • Performs responsibilities with integrity and professionalism.
  • Addressed service issues for enhancing client relationships.
  • Increased efficiency with streamlined communication processes.
  • Resolved complaints, ensuring customer satisfaction.
  • Handled customer inquiries to deliver excellent service.

Walk-In Case Manager

University of New Mexico Hospital Univ Psych Cntr
01.2021 - 08.2023
  • Developed personalized care plans for clients with SMI by enhancing service delivery using Motivational Interviewing techniques.
  • Improved client satisfaction by addressing concerns promptly and effectively.
  • Assisted clients in accessing community resources for better support.
  • Managed case files with attention to detail, ensuring accuracy and compliance.
  • Promoting rehabilitation, recovery and resiliency to individuals while providing services and resources.

Protective Services Investigative Caseworker

State of NM: CYFD
03.2020 - 10.2020
  • Coordinated with various agencies to provide comprehensive support for clients.
  • Assisted clients in accessing necessary resources to improve their quality of life.
  • Improved client outcomes by diligently monitoring progress and adapting plans.
  • Managed caseloads effectively, ensuring timely and appropriate intervention for each client.
  • Provided crisis intervention to stabilize situations and protect client welfare.

Community Support Worker

Hope Works
07.2017 - 02.2020
  • Assisted clients in achieving greater independence, fostering a sense of empowerment through guidance and encouragement.
  • Established trust-based relationships with clients through empathetic communication and active listening skills.
  • Enhanced client well-being by providing comprehensive support and resources tailored to individual needs.
  • Provided crisis intervention support when needed, deescalating situations while prioritizing the safety of all involved parties.
  • Maintained professional development through ongoing training courses, staying current on best practices in the field of community support work.

Education

Master of Science - Master of Social Work

University of Denver
Durango
05-2010

Master of Science - Strategic Management & Leadership

Manhattanville College
Purchase
05-2001

Skills

  • Customer service
  • Call management
  • Issue resolution
  • Data entry

Affiliations

  • The NMexichords of Albuquerque, Tenor
  • The Junior League of Albuquerque, Sustainer

Timeline

Telephone Service Center Representative

Social Security Administration
05.2024 - 12.2024

Walk-In Case Manager

University of New Mexico Hospital Univ Psych Cntr
01.2021 - 08.2023

Protective Services Investigative Caseworker

State of NM: CYFD
03.2020 - 10.2020

Community Support Worker

Hope Works
07.2017 - 02.2020

Master of Science - Master of Social Work

University of Denver

Master of Science - Strategic Management & Leadership

Manhattanville College

Similar Profiles

CREATE PROFILE
Catherine Hines