Summary
Overview
Work History
Education
Skills
Certification
Timeline
Receptionist
Lillian Goode

Lillian Goode

New London,CT

Summary

Excitedly seeking a role as a Data Entry/Customer Service Representative to leverage strong attention to detail and exceptional communication skills. Proven experience in managing customer interactions and data accuracy makes for a great fit in delivering efficient and empathetic service.

Highly energetic, resourceful and self-directed Patient Navigator with strong clinical and human relations skills. Embraces working with diverse groups and special populations to identify clinical and social concerns of patients.

Dedicated Patient Navigator committed to comprehensive patient education and support with success at scheduling and budget help. Adept at explaining complicated procedures and patient advocacy.

Caring community health worker looking to bring several years' experience in the field to a challenging new role. Focused on assisting community members with close support and vital education.

Empathetic Peer Navigator known for high productivity and efficiency in task completion. Possess specialized skills in patient advocacy, resource coordination, and supportive counseling techniques. Excel at communication, active listening, and problem-solving, ensuring positive outcomes in guiding peers through complex healthcare systems.

Compassionate Peer Navigator with background in providing guidance and advocacy for individuals navigating societal and healthcare systems. Experience includes linking peers to resources, facilitating support groups, and promoting self-advocacy. Strengths encompass active listening, empathy, problem-solving abilities, and cultural sensitivity. Previous work has made significant impact by fostering resilience and empowerment among peers while supporting improved treatment adherence and overall wellness.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Peer Navigator

Alliance for Living
New London, CT
09.2023 - Current
  • Facilitated connections between clients and community resources to improve access to healthcare, housing, and social services
  • Provided individualized support and mentorship, enabling clients to navigate complex systems and achieve personal goals
  • Collaborated with healthcare providers and social service agencies to coordinate comprehensive care plans tailored to client needs
  • Conducted outreach and engagement activities to identify and recruit individuals in need of support and resources
  • Maintained detailed and confidential records of client interactions, progress, and outcomes to ensure continuity of care
  • Advocated for client rights and needs within various service systems to promote equitable access to resources
  • Developed and facilitated workshops and support groups to enhance community engagement and peer support

Shelter Staff Member

New London Homeless Hospitality Center
New London, CT
04.2022 - Current
  • Managed programming and administrative aspects of this temporary homeless shelter for women and children, many with dual diagnoses.
  • Made referrals to utilize community resources for resident's needs.

  • Conducted daily safety checks within the facility to ensure a secure environment for residents.
  • Collaborated with other social service agencies in providing additional supports for shelter residents.
  • Engaged in crisis intervention procedures to prevent or facilitate hospitalization.
  • Provided assertive community-based rehabilitation and case management services to high-risk mentally ill patients.
  • Educated staff members on best practices related to working with individuals who are homeless or facing housing insecurity.
  • Provided emotional support through active listening techniques while maintaining confidentiality of sensitive information shared by clients.
  • Guided clients through transition to independent living within community.
  • Collaborated with other departments within the organization on cross-functional projects.
  • Engaged in crisis intervention when necessary to de-escalate volatile situations or provide comfort to distressed clients.
  • Maintained accurate records of all client intakes and interactions using an electronic database system.
  • Empowered patients and families to negotiate with resource providers and make decisions on own behalf.
  • Provided transportation services to medical appointments or other essential errands for shelter residents.
  • Provided assistance to clients in obtaining housing, completing applications and advocating for their needs.

Night Auditor/ Front Desk Assistant Manager

Ramada Inn by Wyndham
Groton, CT
08.2021 - 07.2022
  • Answered phone calls and online inquiries to manage bookings
  • Balanced cash drawer and credit card slips to ensure accurate records
  • Assigned rooms to incoming reservations and provided customer service at check-in and check-out

Work at Home Customer Support Representative

Working Solutions
12.2021 - 04.2022
  • Answered inbound calls from customers needing assistance with navigating digital tax software
  • Met weekly performance objectives
  • Managed customer complaints and ensured timely resolution
  • Maintained professional and empathetic communication with customers

Receptionist

TVCCA (Head Start)
New London, CT
01.2018 - 12.2020
  • Executed office and administrative functions including filing, phone calls, ordering supplies and data entry
  • Greeted and screened visitors, and directed them to appropriate personnel
  • Conducted fire and active shooter drills, ensuring all students were safe and accounted for and providing staff training

Youth Care Worker

Noank Community Support Services
Groton, CT
03.2017 - 12.2017
  • Provided daily care and assistance to youth clients
  • Maintained a safe, clean living environment
  • Transported clients to appointments, errands, and activities
  • Obtained Medication Certification

Customer Service Representative

Antonino Auto Group
Groton, CT
01.2007 - 05.2015
  • Provided customer service and support in a high-pressure environment
  • Effectively handled customer complaints to reach mutually beneficial solutions
  • Maintained quality control records to ensure customer satisfaction

Shelter Staff

New London Homeless Hospitality Center
  • Provided guests with a safe and welcoming environment
  • Assisted guests in navigating mental health, life skills, and housing resources
  • Ensured cleanliness and sanitation of premises

Education

A.S. - Psychology

Ashford University

Diploma -

New London High School
New London, CT

Skills

  • Word
  • Excel
  • PowerPoint
  • Multitasking
  • Time Management
  • Adaptable and Flexible
  • Record Keeping
  • Prioritization & Organization
  • Attention To Detail
  • Communication Skills
  • Organizational Skills
  • Teamwork
  • Independence
  • Motivational techniques
  • Active learning
  • Boundary setting
  • Self-awareness
  • Confidentiality practices
  • Peer support
  • Resourceful
  • Resilience building
  • Technology proficiency
  • Community advocate
  • Cultural history
  • Confidentiality
  • Community resources

Certification

  • DCF Medication Administration Certification
  • CPR Certified
  • Conflict Resolution Certification
  • De-escalation Techniques Certification

Timeline

Peer Navigator

Alliance for Living
09.2023 - Current

Shelter Staff Member

New London Homeless Hospitality Center
04.2022 - Current

Work at Home Customer Support Representative

Working Solutions
12.2021 - 04.2022

Night Auditor/ Front Desk Assistant Manager

Ramada Inn by Wyndham
08.2021 - 07.2022

Receptionist

TVCCA (Head Start)
01.2018 - 12.2020

Youth Care Worker

Noank Community Support Services
03.2017 - 12.2017

Customer Service Representative

Antonino Auto Group
01.2007 - 05.2015

Shelter Staff

New London Homeless Hospitality Center

A.S. - Psychology

Ashford University

Diploma -

New London High School