Lori Legge
Hasbrouck Heights,NJ
Summary
Resourceful Call Center Team Lead recognized for high productivity and efficient task completion. Skilled in conflict resolution, time management, and performance analysis to enhance team dynamics and customer satisfaction. Excel in communication, leadership, and problem-solving, ensuring effective team coordination and client service excellence.
Overview
3
3
years of professional experience
Work History
Call Center Team Lead
ExplorUS
Crater Lake , Oregon
05.2024 - Current
- Managed day-to-day operations within the call center environment.
- Developed and implemented processes for customer service operations.
- Resolved escalated customer inquiries in a timely manner.
- Facilitated communication between team members and management personnel.
- Provided coaching and guidance to call center team members on customer service skills.
- Monitored incoming calls, emails, and chat messages for quality assurance purposes.
Mental Health Technician
Holly Hills Hospital
Raleigh, NC
10.2023 - 04.2024
- Monitored vital signs, including pulse, respiration and temperature, of psychiatric patients.
- Assisted in the development of individualized treatment plans for patients.
- Collaborated with multidisciplinary teams to develop individualized treatment plans for patients.
- Collaborated with other healthcare professionals such as social workers, psychiatrists, counselors and nurses to coordinate quality care for each client.
- Developed positive relationships with patients while maintaining professional boundaries.
- Provided crisis intervention and de-escalation techniques to help manage patient behavior.
- Ensured safety of all clients through continuous observation and monitoring during shift hours.
Social Services Worker 1
Champaign County DJFS
Urbana, OH
04.2021 - 04.2023
- Cultivated relationships with community partners such as law enforcement, schools.
- Monitored progress of clients receiving services by conducting home visits or phone calls.
- Provided crisis intervention, counseling, advocacy and referrals to clients in need.
- Maintained case files, records and documentation to ensure compliance with all regulations and policies.
- Assisted clients in navigating various community resources such as housing, food stamps, employment opportunities.
- Collaborated with interdisciplinary teams to ensure quality care for clients.
- Educated families about parenting skills, self-sufficiency strategies and conflict resolution techniques.
Education
Associate of Arts - Human Resource Management
University of Phoenix
Tempe, AZ04-2011
Office Technology
Ohio Hi-Point Adult And Continuing Education
Bellefontaine, OH01-1998
Skills
- Call Center Customer Service
- Social Work
- Recruiting
- Mental Health
- Substance Use Disorders
- Quality Assurance
- Organization
- Time Management
- Case Management
Timeline
Call Center Team Lead
ExplorUS
05.2024 - Current
Mental Health Technician
Holly Hills Hospital
10.2023 - 04.2024
Social Services Worker 1
Champaign County DJFS
04.2021 - 04.2023
Associate of Arts - Human Resource Management
University of Phoenix
Office Technology
Ohio Hi-Point Adult And Continuing Education
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