Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lucinda Augustin

Stratford,CT

Summary

Compassionate professional with 7+ years of experience providing exceptional family care coaching. Areas of expertise include parental guidance, child development, adoption processes, and connecting families to credible resources such as childcare, tutoring, and day-to-day needs. Proficient in assisting clients with finding a therapist using the EAP benefit and providing technical support for the company website. Excellent needs assessor, adept at thoughtfully evaluating unique client situations, mapping their journey, mitigating potential challenges, and pairing members with relevant benefits or services. Outcomes-driven self-starter dedicated to impeccable service, problem prevention, issue mitigation, and work-life balance. I am passionate about guiding people through major life milestones with knowledge, empathy, and care.

Overview

17
17
years of professional experience
1
1
Certification
1
1
year of post-secondary education

Work History

Care Support Specialist (Parenting & Education)

Care.com Inc/LifeCare
04.2016 - Current
  • Gather intake from clients and provide community-based resources and programs.
  • Conduct comprehensive research, assessments, and intake interviews to understand clients parenting education needs related to child development, Childcare, academic growth,hardships etc.
  • Provide empathetic, non-judgmental guidance to clients (parents, families, guardians) to assess their unique situation and challenges. Identify clients requiring additional emotional support.
  • Research and maintain extensive knowledge of community resources, programs, expert services to review customized referrals and successfully refer clients to appropriate parenting classes, counseling services, support groups, etc.
  • Follow up to ensure access to services. Triage incoming queries ensuring consumer needs are efficiently and effectively address.
  • Apply strong analytical skills, attention to detail, and knowledge of best practices in parenting, education, and childcare to take decisive action with 85% case closure rate.
  • Serve as a technical expert and primary help desk support for 20+ daily users of client services CRM/Salesforce.
  • Log and track service requests to ensure timely resolution. Identify opportunities for system enhancements.
  • Triage incoming queries ensuring consumer needs are efficiently and effectively addressed
  • Thoroughly analyze reimburse claims for eligibility, identifying inconspicuous contributions to Care.com net losses
  • Build database of credible providers assessing experience and ability to meet consumer needs
  • Independently resolve issues to mitigate risk, escalating issues to senior leadership when applicable
  • Managed multiple projects improving department productivity metrics
  • Effectively collaborate with insurance companies to verify clients coverage and eligibility

Member Support Specialist

Care.com Inc/LifeCare
11.2016 - 04.2023
  • Enhanced member satisfaction by promptly addressing and resolving inquiries and concerns.
  • Served as a liaison between internal departments including Adult Care, Legal, Employee Assistance Program, and marketing when necessary to resolve client escalations.
  • Increased first-call resolution rates by utilizing comprehensive knowledge of company policies and procedures.
  • Leveraged knowledge of products and services when assisting customers with inquiries, contributing to increased upsell opportunities.
  • Conducted regular audits of support tickets, ensuring all cases are assigned and resolved in a timely manner.
  • Actively participated in team meetings, sharing insights on how to improve customer experience across various touchpoints within the organization.
  • Trained new team members in best practices for efficient and consistent member support delivery.
  • Maintained detailed records of all member interactions, ensuring accurate documentation for future reference or follow-up actions needed.
  • Assisted in the development of training materials for new hires, boosting overall team proficiency levels within the department.
  • Monitored trends in member feedback data to identify areas of opportunity for enhancing support services offered by the company.
  • Verified customer identification and documentation for compliant transactions.
  • Enhanced system performance, resolving technical glitches and optimizing user experience.
  • Function as a liaison between insurance carriers, medical professionals, and other stakeholders to determine eligibility and process requests.
  • Coordinate with medical professionals to manage treatment plans and communicate relevant policy coverage details.
  • Clarify employee benefits related to mental health coverage and assist clients in navigating insurance processes.
  • Offer confidential counseling to employees seeking assistance with personal or work-related issues.
    Facilitate referrals to qualified therapists based on client needs and preferences.
  • Implement crisis management protocols to ensure client safety and well-being.
  • Develop and maintain a database of credible providers, assessing qualifications and ability to meet client needs.
  • Lead multiple projects aimed at improving department productivity metrics.

Lead Customer Service Representative

Altice USA
07.2008 - 11.2016


  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both clients and Technicians.
  • Supervised and mentored teams, providing training, guidance, and performance feedback to improve efficiency and effectiveness.
  • Developed and implemented policies and procedures to enhance operational workflows and service quality.
  • Resolved complex customer issues with empathy and professionalism, ensuring satisfaction and retention.
  • Communicated effectively with cross-functional teams and stakeholders to achieve organizational goals.
  • Analyzed client and account data to identify risks, trends, and opportunities for improvement.
  • Utilized CRM systems to maintain accurate records, track interactions, and generate actionable insights.
  • Prepared detailed reports based on client interactions and performance metrics to support strategic decision-making.
  • Created and refined processes to improve efficiency, compliance, and client satisfaction.
  • Liaised between departments to ensure seamless service delivery and operational alignment.
  • Demonstrated strong analytical and critical thinking skills to address challenges and develop practical solutions.
  • Consistently met or exceeded performance goals, contributing to organizational growth and success.

Education

Bachelor of Science - Health Administration

University of Bridgeport
Bridgeport, CT
01-2020

No Degree - Nursing

Goodwin University
Hartford, CT
08.2023 - Current

Skills

  • Team collaboration
  • Communication skills
  • Cross-functional support
  • Application support
  • Customer Relationship Management (CRM)
  • Organizational Skills/ Detailed-Oriented
  • Electronic Medical Records Software (EMR)
  • HIPPA Compliance
  • Sales Force Systems
  • Proven Patience and Self-Discipline
  • Remarkable Oral and Communications Skills Strong Analytical, Critical Thinking Skills
  • Strong Interpersonal and Active Listening Skills
  • Proficient in Microsoft Office Suite
  • Extensive Workers Compensation claim * Keen knowledge of medical terminology management experience

Certification

Mental Health

Timeline

No Degree - Nursing

Goodwin University
08.2023 - Current

Member Support Specialist

Care.com Inc/LifeCare
11.2016 - 04.2023

Care Support Specialist (Parenting & Education)

Care.com Inc/LifeCare
04.2016 - Current

Lead Customer Service Representative

Altice USA
07.2008 - 11.2016

Bachelor of Science - Health Administration

University of Bridgeport

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Lucinda Augustin