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
San Diego, CA
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
San Diego, CA
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
San Diego, Ca
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.
San Diego, CA
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
San Diego, CA
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
San Diego, CA
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