Rebbeca Brents
Menomonie,WI
Summary
Dynamic professional with a proven track record in managing complex challenges within the support services sector. Skilled in decision-making, customer service, and program development, consistently achieving operational excellence and fostering strong relationships between management and frontline staff.
Overview
9
9
years of professional experience
Work History
Support Broker Supervisor
Consumer Direct Care Network - Wisconsin
01.2024 - Current
- Managed a department-wide restructuring: Directed the transition from a 16-person team to a streamlined 8-person direct-report model, ensuring zero service disruption during the policy shift.
- Operational Scalability: Successfully distribute caseloads and supervised a team of Support Brokers, consistently meeting organizational policies, procedures, and internal SOPs.
- Strategic Communication: Serve as a liaison between upper management and frontline staff, translating policy changes into actionable operational workflows.
- Collaborative Leadership: Co-managed department operations in a dual-supervisor model, taking the lead on public presentations and the dissemination of vital organizational data.
Support Broker 1-3
Consumer Direct Care Network - Wisconsin
04.2022 - Current
- Rapidly promoted through three tiers of specialized service within 1.5 years, demonstrating technical mastery and consistent exceeding of performance benchmarks.
- Program Development: Pioneered the initial CLTS referral process, scaling the program from a single case to one of the highest-volume referral streams in the Support Broker department across multiple counties, now statewide.
- Operational Standardization: Assisted in standardizing the onboarding process for new Support Brokers, ensuring 100% compliance with internal protocols and CDCN service standards, policies & procedures.
- Mentorship & Onboarding: Directly mentored and trained incoming brokers, reducing ramp-up time and increasing team capacity to handle the high-volume CLTS & Family care referral stream.
Police Officer
Lake Hallie Police Department, Mondovi Police Department, Roberts Police Department
10.2017 - 08.2019
- Enforced laws and regulations to maintain public safety and order.
- Conducted thorough investigations of criminal activities, gathering evidence and interviewing witnesses.
- Collaborated with community organizations to promote crime prevention initiatives and enhance public relations.
- Primary officer for community based program "Kids & Cops" to engage members of community in positive light.
Education
Law Enforcement Certification - Criminal Justice
Chippewa Valley Technical College
Eau Claire, WI10.2017
Associate of Science - Criminal Justice
Chippewa Valley Technical College
Eau Claire, WI05.2017
Skills
- Decision-making skills
- Customer service background
- Complaint handling
- Complex Problem-solving
Timeline
Support Broker Supervisor
Consumer Direct Care Network - Wisconsin
01.2024 - Current
Support Broker 1-3
Consumer Direct Care Network - Wisconsin
04.2022 - Current
Police Officer
Lake Hallie Police Department, Mondovi Police Department, Roberts Police Department
10.2017 - 08.2019
Law Enforcement Certification - Criminal Justice
Chippewa Valley Technical College
Associate of Science - Criminal Justice
Chippewa Valley Technical College