Overview
Work History
Skills
Timeline
Generic

Charlotte Omara

Graham

Overview

6
6
years of professional experience

Work History

Behavioral Health Technician

Comprehensive Life Resources
11.2024 - Current
  • Administered therapeutic interventions to support patients' emotional and behavioral needs.
  • Monitored patients' progress and documented behavioral changes effectively.
  • Collaborated with multidisciplinary teams to develop tailored treatment plans.
  • Implemented crisis intervention strategies to enhance patient safety and well-being.

Remote Operations Manager

Broadpath
10.2022 - 04.2024
  • Lead a diverse team to achieve project goals while fostering a collaborative and inclusive work environment
  • Implemented process improvements that enhanced operational efficiency and reduced turnaround times
  • Facilitated effective client communication to ensure alignment with project expectations and deliverables
  • Coordinated remote collaboration efforts that strengthened team cohesion and productivity across multiple locations

Remote Operations Supervisor

BroadPath
09.2020 - 10.2022
  • Lead diverse teams to achieve project goals and foster a collaborative work environment.
  • Implemented training programs that enhanced employee skills and improved overall team performance.
  • Resolved conflicts effectively by facilitating open communication and promoting understanding among team members.
  • Administered performance management processes that encouraged employee growth and accountability.
  • Streamlined processes to enhance efficiency and reduce operation costs across departments.

Remote MSR and SME (Support Matter Expert)

BroadPath
08.2019 - 09.2020
  • Managed benefits, claims, appeals, and all questions for members, providers, and agents of Blue Cross Medicare Advantage MAPD and PDP plans.
  • Engaged employees to create safe, energetic work environment through feedback and recognition.
  • Oversaw implementation of procedures, goals and objectives within operations.
  • Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
  • Resolved customer complaints or answered customers' questions.
  • Trained, mentored, and motivated employees to maximize team productivity.

Remote Ambassador Relations Representative I

Sykes Enterprises (Plexus International)
06.2019 - 08.2019
  • Provided first call resolution with incoming inquiries via phone, chat, and email from ambassadors, customers, and potential customers.
  • Answered questions, processed orders, and assisted ambassadors as they build their business.
  • Researched and responded to questions regarding sales and promotions, order tracking, commissions, and events.
  • Maintained customer accounts and records by updating and notating account information.
  • Built business relationships with ambassadors by educating them on product offerings and sales, as well as educating them about their online tools.
  • Responded through emails and chat in a knowledgeable, professional, grammatically correct manner.
  • Cross/upsell products accordingly to best fit the needs of customers and ambassadors

Skills

  • Active listening
  • Conflict de-escalation
  • Documentation skills
  • De-escalation strategies
  • Mental health support
  • Conflict resolution
  • Patient observation
  • Multicultural competence
  • Case documentation
  • Progress monitoring

Timeline

Behavioral Health Technician

Comprehensive Life Resources
11.2024 - Current

Remote Operations Manager

Broadpath
10.2022 - 04.2024

Remote Operations Supervisor

BroadPath
09.2020 - 10.2022

Remote MSR and SME (Support Matter Expert)

BroadPath
08.2019 - 09.2020

Remote Ambassador Relations Representative I

Sykes Enterprises (Plexus International)
06.2019 - 08.2019

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Charlotte Omara