Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kathleen Tavernier

Springfield,MA

Summary

A self-motivated, empathetic team player who enjoys challenges and strives for consistent
and authentic communication. I inspire others to peak performance, and cultivate profitable
business relationships built on respect, loyalty, and trust. I am an advocate for creative
thinking and I encourage others to think outside the box.

Overview

10
10
years of professional experience

Work History

Access Navigator

Behavioral Health Network Inc.
Springfield, MA
01.2023 - Current
  • Conduct assessments of client needs, strengths, and resources to develop treatment plans.
  • Assist clients in navigating and completing applications for various resources, including DTA (Snap and Cash Assistance), SSI, MassHealth, and other relevant programs.
  • Develop individualized service plans with clients to address their identified goals.
  • Assist clients/individuals experiencing homelessness in accessing community resources, such as housing, food pantries, and transportation options, as well as providing referrals for emergency shelter placements.
  • Attend team meetings and provide feedback on case updates and treatment recommendations.
  • Coordinate referrals to outside agencies for additional services, such as substance abuse programs or vocational training.
  • Maintain thorough case history records and write detailed reports.
  • Maintain lists of resources helpful to clients.
  • Interview clients individually and in family groups to determine services to best address specific needs.
  • Provide crisis intervention support when needed by utilizing de-escalation techniques and providing emotional support.

Customer Service Representative (Seasonal)

MassHealth
Springfield, MA
01.2023 - 12.2023
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Consulted with customers to resolve service and billing issues.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Social Worker Tech

DCF Van Wart Office
Springfield, MA
11.2021 - 01.2023
  • Maintained lists of resources helpful to clients.
  • Directed clients in identifying and obtaining available benefits and community and social services.
  • Researched and located resources and services available to clients to provide housing assistance, nutrition assistance and medical assistance.
  • Collaborated with social workers to support patients.
  • Recommended improved life choices to enhance client outcomes.
  • Maintained thorough and accurate records outlining program operations and participant progress.
  • Educated patients on various resources, services and programs to maximize care.
  • Attended meetings, training, conferences and seminars to advance professional knowledge.
  • Served as client advocate and promoted ideas that aligned with client best interest.
  • Documented client social history, treatment and related information.
  • Complied with HIPAA and confidentiality regulations when communicating with client family members, colleagues and external contacts.
  • Supported social worker with client case management services.
  • Consulted with teachers, parents and outside professionals to support service plan development.
  • Collected data and entered into internal system database.
  • Maintained thorough case history records and wrote detailed reports.

Call Center Specialist

Mass Mutual Financial Group
Springfield, MA
03.2018 - 01.2021
  • Provided accurate and appropriate information in response to customer inquiries.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Updates job knowledge by participating in educational opportunities.
  • Enhances organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments.
  • Resolved an average of 800 inquiries per week to consistently meet performance benchmarks, including speed, accuracy, and volume.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Trained new employees on call taking and service processes to promote efficiency and productivity team-wide.
  • Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.

911 Emergency Dispatcher

CITY OF SPRINGFIELD
Springfield, MA
04.2017 - 03.2019
  • Complies with all state and federal dispatch standards for telecommunications.
  • Monitors telephones, radio, and other dispatch equipment.
  • Answers incoming calls and ascertains nature of calls, gathering all necessary information to transmit or relay.
  • Handles simultaneous radio communications as well as simultaneous telephone calls, asking a series of pre-determined questions and simultaneously entering response information into the CAD system for a unit to respond.
  • Dispatches for emergency responses, broadcasts nature, location and time of call.
  • Contacts all required personnel in the event of an emergency situation and relays information as required.
  • Maintains log on radio and telephone communications, location of personnel, in the event of an emergency situation maintains on-going contact with the responding personnel and keeps them informed of all incoming pertinent information.
  • Used radio, telephone and computer system to update first responders with new information.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.

Supervisor/Apprentice Optician/Doctors Tech

LENSCRAFTERS
Springfield, MA
09.2015 - 06.2017
  • Responsible for meeting sales goals of premium products.
  • Processed insurance claims.
  • Controlled the flow of patients to ensure quality customer service.
  • Scheduling Appointments.
  • Answering and transferring phone calls.
  • Looked at patient prescriptions and prepared contacts and eyeglasses to fit specific parameters.
  • Corrected problems with frames through repair and adjustment techniques.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Excel Medical billing: pulling authorizations, submitting claims, interpreting insurance benefits.
  • Medical coding
  • Pre-Screen Patients: auto-refraction, non-contact tonometry.
  • Filing
  • Organized, analyzed, and prepared technical data reports.
  • Pretested patients prior to optometrist examinations, including pressures, visual acuities, and autorefraction.

Recovery Specialist

CARLSON RECOVERY CENTER
Springfield, MA
10.2014 - 09.2016
  • Complete and maintain accurate records or reports regarding the patients' histories and progress, services provided, or other required information.
  • Intervene as an advocate for clients or patients to resolve emergency problems in crisis situations.
  • Assess individuals' degree of drug dependency by collecting and analyzing urine samples.
  • Act as liaisons between clients and medical staff.
  • Provide direct services that support recovery, promote independence, and ensure safety for individuals served in all settings.
  • Assist nursing staff with clients by checking vitals and temperature.
  • Intake, filing, documentation, answer phones, and direct calls to appropriate personnel.
  • Assist in training new staff.
  • Verify Insurances.
  • Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.

Education

High School Diploma -

Springfield High School Of Science And Technology
Springfield, MA
06-2014

Bachelor of Arts - Business Administration

Bay Path University
Longmeadow, MA

Skills

  • Computer Proficient
  • Outstanding Interpersonal Skills
  • Energetic
  • Strong Verbal Communication
  • Extremely Organized
  • Multi-tasking
  • Superior Quality Customer Service
  • Microsoft Office, Excel, PowerPoint
    Proficiency
  • Positive Attitude
  • Excellent Analytical Skills
  • Fast Learner
  • Team Player
  • Active Listening
  • Attention to Detail
  • Problem Solving
  • Navigation
  • Adaptability and Flexibility
  • Self Motivation
  • Time Management
  • Reliability

Timeline

Access Navigator

Behavioral Health Network Inc.
01.2023 - Current

Customer Service Representative (Seasonal)

MassHealth
01.2023 - 12.2023

Social Worker Tech

DCF Van Wart Office
11.2021 - 01.2023

Call Center Specialist

Mass Mutual Financial Group
03.2018 - 01.2021

911 Emergency Dispatcher

CITY OF SPRINGFIELD
04.2017 - 03.2019

Supervisor/Apprentice Optician/Doctors Tech

LENSCRAFTERS
09.2015 - 06.2017

Recovery Specialist

CARLSON RECOVERY CENTER
10.2014 - 09.2016

High School Diploma -

Springfield High School Of Science And Technology

Bachelor of Arts - Business Administration

Bay Path University

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Kathleen Tavernier