Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Norelia Saintvil

Community Resource Specialist
Port Charlotte,FL

Summary

Conscientious individual with the ability to multitask and liaise between families and programs to build relationships that support ongoing development and education. A respectful Family Advocate offering case management and crisis intervention skills.

Overview

9
9
years of professional experience

Work History

211 Call Specialist

Crossroad Staffing Agency
Camarillo, CA
05.2020 - 05.2023
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base
  • Drove operational improvements which resulted in savings and improved profit margins
  • Managed over 40 calls per day to address customer inquiries and concerns
  • Skilled at working independently and collaboratively in a team environment.

Help Desk Support Specialist

Alorica
Sarasota, FL
09.2014 - 01.2016
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Compiled and accurately entered data for each customer encounter to record in system
  • Retained existing clients and developed 8 new accounts by extending high quality and efficient support service

Education

High School Diploma -

Port Charlotte High School
Port Charlotte, FL

Hillsborough Community College
Tampa, FL

State License - Cosmetology

Paul Mitchell The School
Tampa, FL
2008

Skills

  • Program oversight
  • Problem resolution
  • Staff education and training
  • MS Office
  • Team building
  • Project organization
  • Budgeting
  • Relationship development
  • Emergency call response
  • Service standard compliance

Accomplishments

  • PTA President at Las Posas Elementary.
  • Volunteer Caseworker at American Red Cross (COVID-19 service members).
  • Collaborate with Angeliea M. Ramsey, Ed.D. Superintendent on the PVSD Reopening Task Force for Distance learning.

Timeline

211 Call Specialist

Crossroad Staffing Agency
05.2020 - 05.2023

Help Desk Support Specialist

Alorica
09.2014 - 01.2016

High School Diploma -

Port Charlotte High School

Hillsborough Community College

State License - Cosmetology

Paul Mitchell The School
Norelia SaintvilCommunity Resource Specialist