Tamela Pollard
Spring Valley,CA
Summary
Lead / Supervisor with 7 years of experience providing oversight and supervision to guide and support the daily performance of small groups and teams. Seeking a career opportunity in an engaging environment that involves a new experience and a new learning opportunity to further strengthen skills and abilities. Successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Registered Substance Use Disorder Counselor
HEARTLAND HOUSE
10.2023 - Current
- CADPT Registered Substance use disorder Counselor as of 12/2023
- Supported individuals working on recovery from alcohol or drugs
- Developed appropriate treatment and recovery plans
- Managed all aspects of case from start to discharge date! Facilitate individual and group therapy sessions! Incorporate 12 step programs, to help clients towards recovery
- Used positive reinforcement to encourage patients to abstain from drugs
- Updated Client Files
- Monitored medication dispense
- Assisted with standard drug screening
- Intervenes during emergency situations.
Customer Service Team Lead/Supervisor
Intelicare Direct
06.2017 - 03.2023
- Responsible for providing oversight and supervision daily performance of small groups, teams, and departments assuring that agents maintain safety and compliance with company policies and procedures
- Review approximately 50 updates daily of agents daily stats, metrics and Bonus Rankings
- Daily coaching based off of overall performance review of calls through Quality Assurance and Daily Overview Reports
- Meet performance goals that comply with company's expectations
Customer Service Representative (Inbound Calls)
Intelicare Direct
04.2017 - 06.2017
- Provided exceptional customer service offering live support to prospects, customers, and 3rd party inquiries regarding membership details, billing inquiries, website support, and troubleshooting technical issues
- Consistently exceeded company's metric performance expectations which led to promotion for Team Lead/ Supervisor within 60 days.
Paid Intern- Case Worker Aide/Clerk
Public Consulting Group, Inc.
09.2015 - 07.2016
- Assisted caseworkers with managing 20 caseloads and performed other related work duties as assigned
- Provided assistance to 20 or more clients in regards to caseload inquiries
- Followed up with clients to setup intake appointments
- Provided front desk assistance taking forms and providing receipts to clients
- Logged, filed, documented, copied, and faxed caseload documents while maintaining clients' privacy.
- Prepared customizable document templates to speed up workflow.
- Completed various clerical duties such as maintaining memos, organizing documents and faxing.
- Interacted with customers by phone, email, or in-person to provide information.
- Worked under general or specific guidelines to support company best practices.
Dispatcher/Customer Service
Western Towing
06.2013 - 06.2015
- Handled inbound call intake and dispatched daily approximately 12 tows operators to assist customers with tow services throughout County of San Diego
- Managed inbound calls and provided customers with information regarding tow services and vehicle impounds
- Released vehicles from yard
- Resolved customer complaints
- Performed data entry, bookkeeping, and deposit drops.
Lead Communications Specialist
Dwayne Crenshaw City Council Campaign organization
01.2013 - 05.2013
- Responsible for training approximately 35 employees and volunteers to campaign at grassroots level and educate community concerning issues addressed within Fourth District City Council election
- Organized and oversaw training of employees and volunteers on how to gain public's opinion through phone contacts, face-to-face interaction, polling in public, door-to-door campaigning, and setting up information tables in public places.
Education
General Education/ Behavioral Science
San Diego City College
San Diego, CADiploma in Education -
Garfield High School
San Diego, CA06.2000
Skills
- 7 years Lead / Supervision experience
- Work Prioritization
- Team Development
- Performance Evaluations
- Administrative Experience
- Microsoft Outlook,Typing
- Professional Etiquette
- Group / Individual Counseling
- Employee Coaching
- Patient Advocacy
- Behavior monitoring
- Substance Abuse Counseling
Additional Information
PROFESSIONAL SKILLS Leadership skills - 15 Years Work Experience in Customer service ( In Person/ Call Centers).Able to supervise and oversee the day to day performance of small groups, teams, and departments and providing coaching as needed. Excellent Customer Service Skills, & Phone Etiquette Ten year's + Work Experience in a modern office setting Type 40 WPM/ Data Entry, Operate office equipment , Computer literate in Microsoft office, Excel, Word, and Outlook . Strong Organizational Skills, Teamwork Approach , Cultural Awareness Practices.
Work Authorization
Authorized to work in the US for any employer
Personal Information
Willing To Relocate: Anywhere
Groups
AKA HeadStart- Chairman of Parent Policy Committee, 09/01/18, Present, Parent leadership position that works closely with the AKA headstart management team and governing body to provide overall direction for the program. Through the Policy Council, parents have a voice in decisions about how the program spends money, what children do in their classrooms, and how the program works with community partners.
Awards
Employee of the Quarter awarded 04/01/19
Timeline
Registered Substance Use Disorder Counselor
HEARTLAND HOUSE
10.2023 - Current
Customer Service Team Lead/Supervisor
Intelicare Direct
06.2017 - 03.2023
Customer Service Representative (Inbound Calls)
Intelicare Direct
04.2017 - 06.2017
Paid Intern- Case Worker Aide/Clerk
Public Consulting Group, Inc.
09.2015 - 07.2016
Dispatcher/Customer Service
Western Towing
06.2013 - 06.2015
Lead Communications Specialist
Dwayne Crenshaw City Council Campaign organization
01.2013 - 05.2013
General Education/ Behavioral Science
San Diego City College
Diploma in Education -
Garfield High School
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