Isabella Falzone
Orlando,FL
Summary
I am detail-oriented individual with proven experience in patient intake and administrative coordination. Skilled in streamlining front-office operations through effective communication and strong organizational abilities, I am committed to delivering a meaningful and positive experience with those I interact with.
Overview
4
4
years of professional experience
1
1
Certification
Work History
EMOTIONAL SUPPORT LINE SUPERVISOR
George Mason's Center For Community Mental Health
07.2023 - 10.2024
- Oversaw daily operations for 12 hour shifts while monitoring attendance and quality of calls.
- Acted as a resource for volunteers to reach out in case of concerns.
- Covered any gaps in line coverage to ensure availability.
- Received escalated calls that volunteers did not feel comfortable handling.
- Formerly worked as a volunteer answering any calls received in my designated shift.
CLIENT CARE CONSULTANT
Nicole The Math Lady
09.2020 - 07.2023
- Resolved client concerns relating to technical difficulties and educational advice via email.
- Assisted with sales and adjusted to the needs of a growing business while assisting with company projects as requested.
EMOTIONAL SUPPORT LINE VOLUNTEER
George Mason's Center For Community Mental Health
12.2022 - 05.2023
- Received Emotional First Aid training from John's Hopkins University and National Child Traumatic Stress Network.
- Spoke with callers about emotional distress, provided therapeutic interventions, and alleviated mental discomfort while gaining valuable experience with client interactions.
- Referred for promotion to supervisor after first semester on the line.
OUTREACH PERSONNEL
George Mason's Center For Community Mental Health
11.2022 - 05.2023
- Represented a Community Mental Health Clinic at a variety of different events to provide information about our resources and services to the community.
- Networked with other vendors to establish the Center as a referral and locate additional resources for the clinic.
INTAKE COORDINATOR
George Mason's Center For Community Mental Health
07.2022 - 05.2023
- Coordinated between clients and clinicians via phone and email to ensure quality services were provided as efficiently as possible.
- Worked as part of a team to ensure a Community Mental Health Clinic was running productively by assisting with day to day operations which adapted to meet growing needs.
- Represented the clinic at outreach events to connect with individuals in the community who may benefit from our resources and services.
PROTOCOL OFFICE STAFF
George Mason's Center For Community Mental Health
01.2022 - 05.2022
- Company Overview: Formerly: George Mason's Center For Psychological Services
- Assisted with day to day operations while resolving client concerns in a Mental Health Clinic.
- Organized, gathered, and provided protocols and materials needed for Therapy appointments.
- Managed client files and aided Clinicians with tasks per their requests.
- Was referred for a promotion to Intake staff within first few months.
GROUP THERAPY CONFEDERATE
George Mason's Center For Community Mental Health
02.2022 - 02.2022
- Company Overview: Formerly: George Mason's Center For Psychological Services
- Participated in Group Therapy for Social Anxiety as a confederate.
- Clients were asked to try and replicate discussions they'd have with peers. I acted as member of group, then relayed my observations to facilitators.
Education
Master of Arts - Clinical Mental Health Counseling
University of Central Florida
Orlando, FL12-2026
Bachelor of Science - Psychology
George Mason University
05.2023
High School Diploma -
Winter Park High School
05.2019
Skills
- HIPAA Compliance
- Confidentiality
- Multitasking
- Organization
- Phone and email etiquette
- Data entry
- One-on-one support
Certification
- Microsoft Office Certification - 2019
- French Biliteracy Seal - 2019
- John's Hopkins Psychological First Aid - 2022
- NCTSN's Psychological Skills for Psychological Recovery - 2022
Timeline
EMOTIONAL SUPPORT LINE SUPERVISOR
George Mason's Center For Community Mental Health
07.2023 - 10.2024
EMOTIONAL SUPPORT LINE VOLUNTEER
George Mason's Center For Community Mental Health
12.2022 - 05.2023
OUTREACH PERSONNEL
George Mason's Center For Community Mental Health
11.2022 - 05.2023
INTAKE COORDINATOR
George Mason's Center For Community Mental Health
07.2022 - 05.2023
GROUP THERAPY CONFEDERATE
George Mason's Center For Community Mental Health
02.2022 - 02.2022
PROTOCOL OFFICE STAFF
George Mason's Center For Community Mental Health
01.2022 - 05.2022
CLIENT CARE CONSULTANT
Nicole The Math Lady
09.2020 - 07.2023
Master of Arts - Clinical Mental Health Counseling
University of Central Florida
Bachelor of Science - Psychology
George Mason University
High School Diploma -
Winter Park High School
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