Dorothea Jording
Sun City,AZ
Summary
Professional with a strong background in supporting individuals with varying needs. Adept at fostering a collaborative environment and ensuring positive outcomes for clients. Skilled in developing personalized care plans, providing emotional support, and adapting to changing circumstances seamlessly. Known for reliability, empathy, and effective communication.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Direct Support Provider (Habilitation)
Family Care Connections
06.2023 - Current
- Enhanced client independence by providing personalized, compassionate support tailored to their needs and preferences.
- Supported client participation in recreational activities, fostering a sense of purpose and enjoyment.
- Provided crisis intervention when necessary, utilizing de-escalation techniques to maintain a safe environment for all involved parties.
- Strengthened relationships between clients and their families by facilitating open communication channels and offering guidance on supporting their loved one''s development.
- Safeguarded the dignity and privacy of clients by adhering to confidentiality protocols and treating them with respect at all times.
- Maintained detailed documentation on client progress, enabling effective communication among team members and ensuring continuity of care.
- Utilized creative problem-solving abilities to address client challenges and find workable solutions that aligned with their needs and preferences.
- Completed comprehensive training programs in behavior management strategies, allowing for successful implementation of positive reinforcement techniques within the home setting.
- Administered medications accurately according to prescribed schedules, helping clients maintain optimal health outcomes.
- Assisted in the coordination of medical appointments for clients, providing transportation when needed while also serving as an advocate during visits.
- Collaborated with interdisciplinary teams to develop individualized care plans that addressed each client''s unique needs and goals.
Customer Service Advocate- Medicare Advantage
Cigna Medical
07.2021 - 01.2022
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
- Maintained up-to-date knowledge of product and service changes.
- I helped to implement better training on our main system, OneView.
- Knowledge of Cisco products and Microsoft Office Suite
- Knowledge of using multiple phone lines
- Managed multiple research projects
- Made decisions as needed off-hours or without supervision to ensure an uninterrupted supply of products to customers
Customer Service Advocate- Group Insurance
Cigna Medical
08.2019 - 12.2019
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
- Maintained up-to-date knowledge of product and service changes.
- Knowledge of Cisco products and Microsoft Office Suite
- Knowledge of using multiple phone lines
- Managed multiple research projects
- Made decisions as needed off-hours or without supervision to ensure an uninterrupted supply of products to customers
- Trained to be on a dedicated team
Office Manager/ Business Partner (owner)
Valhalla Finishes LLC
08.2012 - 12.2018
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Served as Business Office Manager responsible for leading office operations and ensuring efficient office workflow
- Developed and implemented office administration strategies to meet organizational objectives
- Reviewed and processed weekly payroll
- Implemented accounts receivable tactics and best practices to successfully manage and maintain AR under 2%
- Supported human resources within the office by directing recruiting activities, and scheduling interviews
- Administrative and secretarial support functions for the company
- Coordinated and managed multiple projects
- Maintained accurate, up-to-date client and employee files
- Managed all outgoing/incoming corporate communications
- Developed and maintained all payroll and bank accounts
- Oversaw employee time management and job assignments
- Oversaw complete job accounting and monthly billing
- Oversaw complete project management
Customer Service Supervisor
GetInsured
01.2014 - 09.2015
- Managed daily operations of a call center including daily reporting, quality assurance, online phone activities, training, and motivating the team
- Managed a team of 6 customer service representatives
- Provided operational support for call center directors of 3 departments and served as liaison with other areas of the company
- Taking incoming phone calls
- Screening clientele for health Insurance tax credits
- Complete Major medical applications for various carriers
- Complete Short term and ancillary applications for various carriers
- Train agents and Sales Managers on major medical, short term and ancillary applications for various carriers’ company wide
- Supervise Phoenix location customer service team
- Provide billing services for all policies
- Investigate situations for customer service team members
- Review and Critique Agent and Customer service calls
- Organized and ran the marketplace exchange for the State of Mississippi Shop
- Proficient with Cisco Finesse software, corporate back-office software, CAP
- Supervised and regularly performed One on One review with Customer Service agents on their daily performance
- Oversaw company training and development for customer service teams
- Consult with company managers on the implementation of training and supervision
Front Office Manager/ Marketing Assistant
Synergy Promotional Products
11.2001 - 04.2004
- Supervised all aspects of front reception to assist external customers and internal colleagues
- Generated reports and updates for department heads via excel
- Established and implemented communication lines between potential new clients and the sales management team
- Distribution of mail
- In charge of ordering inventory for showroom and office needs
- Performed administrative and secretarial support functions for the president and vice president of a promotional products distributor
- Coordinated and managed multiple product ordering and projects
- Scheduled appointments and maintained accurate, up-to-date confidential client files
- Coordinated all corporate travel schedules and reservations for business trips
- Scheduled and coordinated all vendor meetings and luncheons
- Coordinated annual Vendor show
- Greeted clients, customers, and vendors
- Coordinated all corporate communications
- Organized inventory and product ordering
- Oversaw all client agent communication and schedules
Receptionist/ Pro Shop Manager
Arizona Sunrays
12.2000 - 11.2001
- Answered multi-line phone
- Scheduled new clients
- Managed payments- cash, check, credit cards
- Logged payments on the ledger
- Organized client records and billing
- Proficient with all office equipment
- Greeted customers and employees
- Managed all pro shop transactions
- Kept track of Pro shop sales and accounting duties
- Did all ordering for Pro shop
- In charge of product merchandising
Education
Bachelor of Arts - Social Work
Arizona State University
Glendale, AZ05-2026
Associate of Arts - Social Work
Glendale Community College
Glendale, AZ03-2024
Diploma -
Deer Valley High School
Glendale, AZ01.2000
Skills
- Crisis intervention
- Client advocacy
- Individualized care plans
- Effective communication
- Customer service
- Team collaboration
- Problem solving
- Safety awareness
- Individualized service plans
- Positive reinforcement
- Social skills development
- First aid and CPR
- Multitasking and organization
- Empathy and patience
- Active listening
- Client documentation
- Communication skills
- Call center experience
- Data entry
- Administrative support
- Complaint resolution
- Computer proficiency
- Multi-line phone talent
- Professional telephone demeanor
- Microsoft Office
Certification
- Mandatory Reporting of Child Abuse Certification
- CPR/AED Certification
- First Aid Certification
- Arizona Driver's License
- Medication Administration
- Habilitation Implementation
- Direct Care Workers Training
- Blood Borne Pathogens Training
- Article 9
- Level I Fingerprint clearance
- Annual criminal background check through Arizona Dept of Economic Security
Timeline
Direct Support Provider (Habilitation)
Family Care Connections
06.2023 - Current
Customer Service Advocate- Medicare Advantage
Cigna Medical
07.2021 - 01.2022
Customer Service Advocate- Group Insurance
Cigna Medical
08.2019 - 12.2019
Customer Service Supervisor
GetInsured
01.2014 - 09.2015
Office Manager/ Business Partner (owner)
Valhalla Finishes LLC
08.2012 - 12.2018
Front Office Manager/ Marketing Assistant
Synergy Promotional Products
11.2001 - 04.2004
Receptionist/ Pro Shop Manager
Arizona Sunrays
12.2000 - 11.2001
Bachelor of Arts - Social Work
Arizona State University
Associate of Arts - Social Work
Glendale Community College
Diploma -
Deer Valley High School
Similar Profiles
Kimberly ContrerasKimberly Contreras
Receptionist at Family Care ConnectionsReceptionist at Family Care Connections
Shawn GibbsShawn Gibbs
Private Care Provider at Family Care ConnectionsPrivate Care Provider at Family Care Connections
Rosemary OjedaRosemary Ojeda
One on One Habilitation at Community Care SolutionsOne on One Habilitation at Community Care Solutions
Michelle SazoneMichelle Sazone
Surgery Scheduler at Banner Thunderbird Medical CenterSurgery Scheduler at Banner Thunderbird Medical Center
FAITH JEFFERSONFAITH JEFFERSON
Processing Clerk at CostcoProcessing Clerk at Costco