Kevin Costa

GSP (General Support Person)

CRA (Correctional Recovery Academy)

11.2024 - 07.2025

Contributed to the continuous improvement of support processes through regular review and analysis of participants feedback data.
Streamlined internal communication channels between participants and administrators , facilitating faster issue resolution times for participants requiring multi-team involvement.
Built strong relationships with key accounts through consistent communication and personalized assistance, fostering long-term loyalty among participants.
Introduced new support tools and resources to improve overall team effectiveness in handling diverse participants needs.
Maintained accurate records of all interactions, enhancing the overall quality of service provided to participants.
Consistently met or exceeded performance metrics in terms of case resolution rate and participants feedback scores.
Mentored junior team members, sharing industry expertise and best practices for providing exceptional support.
Provided compassionate and participant-focused care to cultivate well-being.
Assisted participants with daily living needs to maintain self-esteem and general wellness.
Actively contributed to project-based initiatives aimed at enhancing the overall quality of products and services offered by the program.
Participated in regular meetings focused on discussing ongoing challenges faced by the support team along with possible improvements that could be made.
Entrusted to handle confidential and sensitive situations in professional matter.
Maintained strong connections within the community to gain continuous knowledge.