Elizabeth Quigley
Rapid Rehousing Navigator
Summary
Polite and professional individual, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Plus, an earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Rapid Rehousing Specialist
Community Bridges, LLC
02.2022 - Current
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service..
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Housing Superintendent
Camelback Recovery
02.2022 - 02.2024
- Engagement and support of each home and client by implementing Camelback's mission, vision, and values
- Established successful procedures for day-to-day operations and long-term planning
- Conduct weekly quality assurance audits
- Increased client engagement by utilizing evidence-based therapeutic techniques tailored to individual needs.
- Coordinated care with external service providers, improving continuity of care for clients.
- Supported clients in developing skills for daily living, encouraging independence and overall wellbeing.
- Maintained detailed documentation of client progress for accurate reporting and effective communication among the treatment team.
- Review program and house rules with all new clients
- Schedule household maintenance and repair work
- Provide transportation as needed
- Prepare healthy meals
- Distribute medicine and perform med counts
Firefighter Type 2
AZDOC/State of AZ
12.2020 - 01.2022
- Earned my firefighter and ICS certificates from the State of AZ and FEMA
- Implemented strategies and tactics to fire in order to achieve suppression and ultimately achieve control
- Remain calm and clear headed in extreme situations
- Completed 3 miles in 45 minutes with a 45lb pack
- Procure and maintain a potable water supply for my crew
- Maintain a clean work/living area in extreme situations
- Ability to work cohesively as a team
- Exhibit strong interpersonal and problem solving skills.
- Collaborated with other first responders to ensure seamless coordination during emergency situations.
- Improved emergency response time by implementing efficient dispatch protocols and communication strategies.
- Conducted regular maintenance on firefighting apparatuses, maintaining optimal operational readiness at all times.
Airline Schedule Change Co-ordinator
Apple Vacations
04.2013 - 11.2017
- Answer calls and emails via InContact phone system for schedule change skills assigned.
- Utilize all airline computer systems to review PNR's, sell flights, price options, and work queues.
- Utilize ALG reservation system to enter comments, send confirmations and update flight changes.
- Inform Supervisors of customer issues impacting delivery of end-to-end service.
- Provide feedback to Supervisors on escalation issues or feedback on system errors.
- Work with other departments as needed to resolve schedule change issues when required.
- Work with airline partners via email and phone to confirm or inquire on schedule change options.
- Provide assistance via an internal phone queue to team members needing assistance with airline systems.
- Meet established metrics.
- Utilize Microsoft Teams, Zendesk, other tools for communication, policies and problem solving.
- Maintain informational sheets for airline processes and other tracking sheets as needed.
- Additional duties as assigned.
- Service SkyTeam customers on voluntary and involuntary changes.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Provided personalized solutions for each caller based on their unique needs, fostering trust and loyalty among clients.
- Maintained a high level of product knowledge, staying up-to-date on new features and offerings to provide expert guidance to customers.
- Achieved positive outcomes on challenging calls by leveraging advanced problem-solving abilities combined with empathetic listening skills.
- Resolved customer complaints efficiently, ensuring a positive experience and fostering long-term relationships.
- Maximized efficiency by adhering to call center protocols, schedules, and guidelines for handling calls professionally.
- Perform cashiering duties that include accepting payments, daily balancing of cash drawer, reconciliations and preparation of bank deposits.
- Performs the duties necessary to establish new accounts and market and administer services and programs.
Education
General Studies -
Illinois State University
Normal, ILHigh School Diploma -
Belvidere High School
Belvidere, IL 05.2001 - 1998.05
Skills
Leadership skills
Customer communications
Problem-solving skills
Collaboration talent
Data Entry
Customer Support
Complaint resolution
Customer Relationship Management
Teamwork and Communication
Goal-Oriented
CRM Software
Certification
FFT2 Certificate, 4/2021, 4/2022
Timeline
Rapid Rehousing Specialist
Community Bridges, LLC
02.2022 - Current
Housing Superintendent
Camelback Recovery
02.2022 - 02.2024
Firefighter Type 2
AZDOC/State of AZ
12.2020 - 01.2022
Airline Schedule Change Co-ordinator
Apple Vacations
04.2013 - 11.2017
High School Diploma -
Belvidere High School
05.2001 - 1998.05
General Studies -
Illinois State University
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