Summary
Overview
Work History
Education
Skills
Timeline
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Gilbert Hernandez

Phoenix,AZ

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Focused Mental Health professional with over 20 years of experience in call center service, case management and support. Knowledgeable manager and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.

Overview

18
18
years of professional experience

Work History

Contact Center Supervisor

Solari Inc
10.2010 - 01.2024
  • Supervised and tracked phone activity using various contact center applications and software tools.
  • Developed and executed contact strategies to provide quality coordination of care.
  • Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
  • Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
  • Provided real-time coaching, guidance and feedback to Crisis Specialists to achieve development goals.

Case Manager

People Of Color Network, Partners In Recovery
03.2006 - 10.2010
  • Achieved positive client outcomes by developing and implementing comprehensive case management plans.
  • Enhanced communication between clients and providers through consistent follow-ups and progress updates.
  • Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
  • Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.

Education

Bachelor Of Science And/with Education Degree - Criminal Justice

The University of Texas At El Paso
El Paso, TX

Skills

  • Call Volume Analysis
  • Performance Tracking and Evaluations
  • Confidentiality Requirements
  • Critical Thinking
  • Team Coaching
  • Staff Training
  • Performance Appraisal
  • Crisis Management
  • Compliance Knowledge
  • Call Monitoring
  • Quality assurance
  • Multitasking
  • Training and development
  • Time management
  • Conflict resolution
  • Decision-making
  • Active listening

Timeline

Contact Center Supervisor

Solari Inc
10.2010 - 01.2024

Case Manager

People Of Color Network, Partners In Recovery
03.2006 - 10.2010

Bachelor Of Science And/with Education Degree - Criminal Justice

The University of Texas At El Paso

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Gilbert Hernandez