MICHELLE A. ALLEN
McDonough,Georgia
Summary
A highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Garnering a strong educational background in children and family evaluation. Excellent client assessment skills and abilities to locate and promote appropriate community services to clients. Successfully coordinates service programs to meet critical social needs. Offers direct support and orchestrates effective outreach to community members.
Overview
7
7
years of professional experience
Work History
Central Intake Specialist
Division of Aging Services
Atlanta, GA
01.2023 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Followed policies and procedures to meet or exceed established performance requirements.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Answered telephones and provided clients with relevant information to assist in satisfying their needs, accepted reports for processing or explained to clients the reason for non-acceptance of reports.
- Communicated with patients with compassion while providing support and agency related information.
Social Services Specialist
Department, Children Services
Griffin, GA
07.2021 - 10.2022
- Gathered information from mental and physical health and educational records to make recommendations and determine appropriate care plans.
- Coordinated with social, public, and welfare agencies to obtain and provide client information.
- Cultivated positive, trusting relationships with clients and community providers to promote effective coordination of resources.
- Provided group and individual counseling to identify, discuss and resolve problems and issues.
- Provided crisis intervention, guidance, and supportive counseling to clients.
- Identified community resources to support clients.
- Visited homes and agencies to provide support and case management services to clients.
- Determined needed and relevant interventions based on each client's cognitive abilities and current needs.
- Prepared reports for courts and participated in 3 court removal proceedings
- Identified issues, analyzed information, and provided solutions to problems.
Customer Service Associate
Department Of Children Services
Griffin, GA
04.2018 - 07.2021
- Developed and actualized customer service initiatives to decrease wait times.
- Improved operational efficiencies while managing customer requests, store inventory, transactions, new purchase orders, and pricing needs.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer calls and emails to answer questions about products and services, while managing over 50 customer calls per day.
- Helped over 50 customers every day with a positive attitude and focus on customer satisfaction.
- Met customer call guidelines for service levels, and handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
Front Desk Associate
Courtyard by Marriott Hotel
McDonough, GA
11.2016 - 08.2017
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to the correct departments and personnel.
- Used internal software to process reservations, check-ins, and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Responded swiftly to room requests and other inquiries made via the establishment website, email, or phone.
- Took reservations over the phone, in person, and via computer for guests and provided confirmation information.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Increased sales by 20%.
Volunteer - Ongoing
Tri-City SDA
McDonough, GA
03.2015 - ongoing
- Provided services to communities by distributing clothing, household items, and books for children to promote reading
- Established avenues for teenagers to voice their opinion and discuss issues that affect them.
- Facilitated programs for children and adults to voice their concerns in relation to societal and behavioral aspects affecting communication skills.
- Volunteered with groups and organizations to help make measurable differences for program recipients
- Assisted with special events and programs
- Engaged in community outreach to support program mission
- Helped organize and manage events and community outreach projects
- Supported engaging and fun events by helping with organization and planning
Education
Master of Arts - Psychology
Northcentral University
San Diego, CA05.2021
Master of Arts - Psychology
Northcentral University
San Diego, CA03.2021
Advanced Leadership Certification - Psychology
Northcentral University
San Diego, CA01.2021
Skills
- Team Building
- MS Office suite
- Customer Relationship Management
- Adaptability and drive
- Cultural sensitivity
- Fast learner
- Confidential services
- Strong work ethic
- Computer Skills
- Teamwork and Collaboration
- Telephone Etiquette
- Answering Phones
Timeline
Central Intake Specialist
Division of Aging Services
01.2023 - Current
Social Services Specialist
Department, Children Services
07.2021 - 10.2022
Customer Service Associate
Department Of Children Services
04.2018 - 07.2021
Front Desk Associate
Courtyard by Marriott Hotel
11.2016 - 08.2017
Volunteer - Ongoing
Tri-City SDA
03.2015 - ongoing
Master of Arts - Psychology
Northcentral University
Master of Arts - Psychology
Northcentral University
Advanced Leadership Certification - Psychology
Northcentral University
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