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
10.2020 - 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
08.2020 - 10.2020
- 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
04.2020 - 08.2020
- 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
02.2020 - 08.2020
- 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
07.2013 - 02.2020
- 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
09.2015 - 05.2020
High School Diploma -
Calvert Hall Preparatory College
Skills
Public outreach
Assignment management
Schedule Coordination
Supervisory experience
Reasoning ability
Community-based resources
Informational materials
Networking with staff
Admitting processes
Social history intake procedures
Verbal and written communication
Cultural awareness
Compassion
Customer Service
Timeline
Contact Tracing Supervisor
Baltimore County Department of Health
10.2020 - Current
Baltimore County Department of Health
08.2020 - 10.2020
Assistant Golf Professional
Country Club of Maryland
04.2020 - 08.2020
Director of Outdoor Services
Country Club of Maryland
02.2020 - 08.2020
Bachelor - Behavioral Science: Psychology
Towson University
09.2015 - 05.2020
Bagroom Attendant
Country Club of Maryland
07.2013 - 02.2020
High School Diploma -
Calvert Hall Preparatory College