Gretchen Harpel
Monroe,GA
Summary
Dynamic professional with extensive experience at Family Caregivers Network, excelling in call routing and customer service. Proven ability to enhance client satisfaction through effective scheduling and problem-solving. Skilled in Aegis CRM and fostering teamwork, I consistently deliver results while maintaining a positive attitude in high-pressure environments.
Overview
20
20
years of professional experience
Work History
On Call Manager
Family Caregivers Network
09.2018 - Current
- Managed call routing and scheduling for optimal caregiver-client match.
- Trained new staff on communication protocols and service delivery standards.
- Implemented process improvements to enhance response times and client satisfaction.
- Collaborated with cross-functional teams to streamline operational workflows.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed scheduling and shift assignments, optimizing coverage during peak calling periods.
- Managed high call volumes with consistent professionalism, ensuring timely assistance to callers.
Foster Parent
CONCERN
11.2005 - 07.2023
- Provided comprehensive care and support for foster children, promoting emotional stability and development.
- Collaborated with social workers to develop individualized care plans tailored to each child's needs.
- Coordinated educational resources and activities, ensuring optimal learning environments for foster children.
- Monitored daily activities and behaviors, documenting progress to facilitate communication with stakeholders.
- Advocated for children's rights and needs within the community, connecting them with necessary resources and services.
- Maintained open communication with caseworkers and support teams to ensure that the needs of each child were being met effectively.
- Managed daily routines and schedules, fostering consistency and stability in the lives of foster children.
- Participated in ongoing training opportunities to stay current on best practices in foster care provision.
- Cared for medically fragile children in need of extensive support.
- Maintained accurate records of foster children''s progress, including medical appointments, medications, school achievements, and behavioral issues.
- Reduced problem behaviors with positive reinforcement and supportive techniques.
- Assisted foster children with completing homework assignments and improving their overall academic performance.
- Assisted children through recovery from difficult home or school situations.
- Enhanced the well-being of foster children by providing a safe, nurturing environment and addressing emotional, social, and educational needs.
- Provided transportation to school, appointments, extracurricular activities, and family visits as needed.
Education
No Degree - CNA
Antonelli Medical Institute
Pottstown, PA07-2013
High School Diploma -
Upper Perkiomen High School
Pennsburg, PA06-1993
Skills
- Call routing
- Script development
- Aegis CRM
- Timekeeping
- Document management
- Report writing
- Schedule coordination
- Scheduling proficiency
- Account updating
- Positive attitude
- Teamwork
- Customer service
- Problem-solving
- Time management
- Multitasking
- Problem-solving abilities
- Reliability
- Excellent communication
- Computer skills
- Team collaboration
- Active listening
- Professional and courteous
- Scheduling and coordinating
Timeline
On Call Manager
Family Caregivers Network
09.2018 - Current
Foster Parent
CONCERN
11.2005 - 07.2023
No Degree - CNA
Antonelli Medical Institute
High School Diploma -
Upper Perkiomen High School