Maria Smith
Starke,FL
Summary
Experienced in Customer Service with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Associate
New Directions Behavioral Health
10.2022 - Current
- Receive initial calls from providers and clients, assist with needs and routing appropriate calls to their respective areas when appropriate.
- Assist team members in training new hires on procedural aspects of position, including documentation, orientation within the organization, and compliance rules and regulations.
Emergency Services Specialist/Intake Specialist
Clay Behavioral Health Center, Inc
Orange Park, FL
05.2019 - 10.2022
- Submit Medicaid and insurance information to Insurance Specialist to verify benefits prior to scheduling appointment.
- Assist department manager with selecting candidates for interviews, participate in interviews, and train new hires
- Conducted functional behavior assessments, functional analysis, preference assessments, and assessments of basic learning and language skills to identify target behaviors and purpose of behaviors.
Substitute Teacher
ESS Education
Starke, FL
10.2018 - 05.2019
- Fill in for teachers and Paraprofessionals.
Group Facilitator
Resolutions Health Alliance, PA
Lake City, FL
12.2017 - 07.2018
- Prepared and led support groups for clients.
- Completed assessments, daily progress notes, and monthly progress notes, and maintained a Caseload of 20 clients.
Rehabilitation Therapist
State of Florida
Macclenny, FL
11.2016 - 05.2017
- Provided functional skills and/or job coaching to the clients.
- Actively participated in the rehabilitation process by providing monthly assessments for 60 individuals by monitoring their progress, performance, and outcomes/objectives.
Targeted Case Manager
Meridian Behavioral Health
Gainesville, FL
05.2015 - 10.2016
- Developed custom strength-based services plan for each participant to meet individual therapy needs and personal strengths.
- Provided support to program participants by arranging services and sourcing relevant services.
UNIT TREATMENT REHABILITATION SENIOR SUPERVISOR I
State of Florida
Macclenny, FL
12.2014 - 04.2015
- Mandated policy, procedure and performance adherence for continued and increased operational efficiency and profitability.
- Trained new hires and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department.
Education
BS in Psychology -
Skills
- Inbound and Outbound Calling
- Quality Assurance
- Correcting Discrepancies
- MS Office Proficiency
- Customer Service
- Customer Complaint Resolution
- Problem Resolution
- Verbal Communication
- Customer Account Management
- Customer Data Confidentiality
- Policy and Procedure Adherence
Certification
Certified Case Manager
Timeline
Customer Service Associate - New Directions Behavioral Health
10.2022 - Current
Emergency Services Specialist/Intake Specialist - Clay Behavioral Health Center, Inc
05.2019 - 10.2022
Substitute Teacher - ESS Education
10.2018 - 05.2019
Group Facilitator - Resolutions Health Alliance, PA
12.2017 - 07.2018
Rehabilitation Therapist - State of Florida
11.2016 - 05.2017
Targeted Case Manager - Meridian Behavioral Health
05.2015 - 10.2016
UNIT TREATMENT REHABILITATION SENIOR SUPERVISOR I - State of Florida
12.2014 - 04.2015
Saint Leo University - BS in Psychology,
Certified Case Manager
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