GRAHAM FEVANG
Contact Tracing Supervisor
Baltimore,MD
Summary
Team Leader with proficiency in leading a diverse and dynamic group of individuals through an everchanging task load. Dedicated Health Department professional adept at coordinating training, paperwork and specific community-based resources. Exceptional communication and planning abilities with an organized and thorough nature. Eight years of experience catering to the needs of individuals from very diverse backgrounds. Devoted to a career in Social Services and intent on finding an organization with which he can embark and cultivate this career.
Overview
5
5
years of post-secondary education
8
8
years of professional experience
Work History
Contact Tracing Supervisor
Baltimore County Department of Health
Baltimore , Maryland
2020.10 - Current
- Supervised a Contact Tracing team of 6 to 8 tracers during the COVID-19 pandemic.
- Became proficient in team dynamics as well as interpersonal communication with subordinates.
- Very comfortable with managing an intense case load.
- Led Contact Tracing training and orientation in-person for new employees.
- Trained and conditioned Contact Tracers in HIPPA.
- Responsible for studying and digesting guidance relayed from the Baltimore County Department of Health regarding proper protocol for individuals exposed to COVID-19.
- Responsible for disseminating the same guidance to my team members so they may give accurate guidance to their contacts who have been exposed to COVID-19.
- Participated in weekly department-wide meetings concerning the current COVID-19 situation.
Baltimore County Department of Health
Baltimore , Maryland
2020.08 - 2020.10
- Contact Traced COVID-19.
- Attained substantial training with HIPPA policy, as well as employed this knowledge in the field on a daily basis.
- Required to make difficult phone calls to individuals who had been exposed to COVID-19, relaying to them the information they needed to properly quarantine themselves from the public as well as information they would need for their own well-being.
- Interacted with contacts who were less than enthusiastic about their quarantine status.
- This included contacts who were verbally abusive and generally irate.
- Proficient in interviewing reluctant individuals.
- Developed a more profound sense of empathy towards others, especially those with no support system of their own.
Assistant Golf Professional
Country Club of Maryland
Baltimore , Maryland
2020.04 - 2020.08
- Provided customer service training to fellow employees, which led to a noticeable increase in satisfaction ratings from club members.
- Assisted the Head Golf Professional with making purchases for club pro shop, including apparel and clubs from several vendors.
- Educated customers on products and equipment, which provided information needed to make appropriate purchases.
- Maintained equipment, facilities and inventory to avoid accidents, mishaps and damage.
- Due to a staffing shortage, performed the duties of both Assistant Golf Professional and Director of Outdoor Services simultaneously.
Director of Outdoor Services
Country Club of Maryland
Baltimore , Maryland
2020.02 - 2020.08
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Cross-trained existing employees to maximize team agility and performance.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Set and managed schedules to give proper coverage to required areas and meet customer service demands.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Maximized performance by monitoring daily activities and mentoring team of bagroom associates.
- Demonstrated new products, procedures and techniques to employees.
- Trained new employees in specific job requirements.
- Trained and guided team members to maintain high productivity and performance metrics.
Bagroom Attendant
Country Club of Maryland
Baltimore , Maryland
2013.07 - 2020.02
- Constructed displays and easy-to-read signage to help guests navigate attractions area.
- Cleaned rides and attractions to reduce spread of germs and bacteria.
- Issued tickets to customers and collected payment and fees for desired services.
- Performed troubleshooting and routine maintenance to keep equipment in optimal working condition.
- Ascertained wants and needs of guests and developed games and attractions to facilitate enjoyment.
- Oversaw refreshments counter, selling food items to customers and maintaining sufficient stock of products and supplies to meet expected needs.
- Leveraged POS system to sell tickets, passes, food and retail items.
- Resolved guest issues by identifying source of complaint and formulating corrective action with supervisor.
- Conducted inventory, stocking and merchandising to track supplies and placed timely orders.
- Resolved employee cohesiveness problems, improved operations and provided exceptional client support.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Maintained excellent attendance record, consistently arriving to work on time.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Increased customer satisfaction by resolving staff-related issues.
Education
Bachelor - Behavioral Science: Psychology
Towson University
2015.09 - 2020.05
High School Diploma -
Calvert Hall Preparatory College
Skills
Public outreach
Timeline
Contact Tracing Supervisor
Baltimore County Department of Health
2020.10 - Current
Baltimore County Department of Health
2020.08 - 2020.10
Assistant Golf Professional
Country Club of Maryland
2020.04 - 2020.08
Director of Outdoor Services
Country Club of Maryland
2020.02 - 2020.08
Bachelor - Behavioral Science: Psychology
Towson University
2015.09 - 2020.05
Bagroom Attendant
Country Club of Maryland
2013.07 - 2020.02
High School Diploma -
Calvert Hall Preparatory College
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