Marcia Hazelgrove
Charlotte,TN
Summary
Support program operations by applying strong document management and resource coordination skills to day-to-day needs. Conscientiously address any need and resolve concerns to promote efficiency and maximize service outreach. Proven relationship-building and planning abilities. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
8
8
years of professional experience
Work History
Client Advocate
Milestones-Onsite
Cumberland Furnace, TN
07.2022 - Current
- Provided customer service to clients by responding to inquiries and resolving complaints.
- Assisted clients with navigating company policies, procedures and processes.
- Maintained a thorough understanding of all products, services and programs offered by the organization.
- Collaborated with internal departments to ensure timely delivery of services to customers.
- Developed customized solutions for individual customer needs.
- Created detailed reports outlining customer interactions, account changes and other related data.
- Analyzed customer feedback to identify areas for improvement within the organization's operations.
- Monitored progress on customer requests and provided status updates as needed.
- Managed high volumes of incoming calls from customers in a professional manner.
- Advised clients on best practices for utilizing products or services offered by the company.
- Drafted letters, emails, memos and other correspondence regarding client matters.
- Coordinated meetings between clients and internal teams as necessary.
- Encouraged and motivated clients to set, plan and reach personal and professional goals.
- Support clients in maintaining stability in personal life and achieving positive outcomes.
- Drafted individual reports and maintained case files in alignment with company policies and privacy guidelines.
- Collaborates with team members and other personnel to promote client success.
- Worked closely with patients to fill out paperwork and obtain necessary information in form of referrals and authorization overrides.
- Cultivated pleasant and safe office atmosphere, bolstering approval and satisfaction from personnel, guests and residents.
- Offered insight on available wellness programs and services available to patients.
- Utilized client management database to record client progress and document relevant information.
- Assisted clients in accessing community resources, public transportation, healthcare and financial guidance.
- Cultivated trusting rapport with clients to build sustainable connections.
- Offered guidance to clients on goal setting and planning.
- Built and maintained strong relationships with patients by successfully resolving issues and responding promptly to phone inquiries.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Reminded patients to take prescribed medications or nutritional supplements.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Maintained accurate records and documented client data in company databases.
- Collaborated with social workers to support patients.
Special Education Paraprofessional
New Directions Academy-DCBE
Charlotte, TN
03.2016 - 07.2022
- Assisted teachers in creating and implementing Individualized Education Plans for students with special needs.
- Provided one-on-one instruction to students who needed extra help with learning tasks.
- Collaborated with classroom teachers to modify educational materials to meet the individual needs of each student.
- Monitored behavior of students in order to ensure a safe, positive learning environment.
- Supported the development of social skills through modeling appropriate behavior and interactions with peers.
- Maintained records of student progress and communicated results to parents and other school personnel.
- Administered assessments as directed by teachers or other school personnel.
- Developed lesson plans for small groups or individual students that focused on academic, behavioral, and social goals established in IEPs.
- Encouraged independent thinking, problem solving, and self-advocacy skills among students.
- Facilitated communication between home and school by providing information about student progress and activities at school.
- Organized instructional materials for use in the classroom setting.
- Assisted in the implementation of accommodations outlined in IEPs such as seating arrangements or modified testing procedures.
- Supervised students during lunch periods, recesses, field trips., ensuring their safety at all times.
- Participated in meetings with teachers, administrators, counselors, parents and guardians, outside agencies regarding student's progress.
- Provided feedback on how well a student is progressing towards meeting their IEP goals.
- Motivated students to achieve academic success while fostering an environment of respect and acceptance.
- Implemented behavior management strategies designed by special education staff members.
- Collaborated with therapists when necessary to assist students' development of motor skills or sensory processing abilities.
- Assisted with transitioning from one activity to another throughout the day as needed by the student.
- Offered emotional support during times of difficulty or crisis situations involving the student.
- Attended professional development sessions related to working with special education populations.
- Collaborated with teacher to develop personalized and successful learning strategies.
- Escorted students to restroom cafeteria, outside to playground and on field trips.
- Managed class of special education students in absence of lead teacher.
- Instructed small groups of students in alphabet, shapes and color recognition.
- Advised instructor on student behavior or issues requiring immediate attention.
- Worked in tandem with teacher to develop customized classroom environment conducive to students' needs.
- Supervised test taking and graded papers.
- Met one-on-one with autism students and implemented targeted behavioral plans.
- Spoke with parents to discuss student progress and coordinate meetings.
- Improved behavior with modification and positive reinforcement techniques.
- Motivated students using feedback and encouragement.
- Prepared handouts, study materials and other teaching aids.
- Assisted faculty members or staff with student conferences.
- Maintained attendance records and documented class activity.
- Set up and assisted with audiovisual equipment operation.
- Notified instructors of errors or problems with assignments.
- Developed assignments for pupils to apply learning.
- Oversaw classroom and teaching materials and requisitioned low-stock items.
- Taught note-taking techniques and test strategies.
Education
GED -
Jackson State Community College
Jackson, TN12-1999
Skills
- Telephone Etiquette
- Treatment plan assistance
- Client Relationship Building
- Referrals guidance
- Strong Organization
- Maintaining Client Records
- Collaboration and Teamwork
- Attention to Detail
- Active Listening
- Customer Service
- Professionalism
- Quality Assurance
- Time management abilities
- Data Entry Software
- Multitasking
- Reliability
- Task Prioritization
- Crisis Prevention Intervention (CPI)
- Self Motivation
- Effective Communication
- Microsoft Office
- De Escalation Tactics
- Problem-solving aptitude
- Data Confidentiality
- Decision-Making
References
References available upon request.
Timeline
Client Advocate
Milestones-Onsite
07.2022 - Current
Special Education Paraprofessional
New Directions Academy-DCBE
03.2016 - 07.2022
GED -
Jackson State Community College