Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

TAYLOR CALDWELL

Summary

Community-focused professional advocate adept at communicating with diverse populations. Contributes experience in promoting preventative care and connecting residents to vital social services through coordination networks. Detail-oriented and passionate about community improvement. Successfully works as part of team to reach personal and organizational goals. Supports program operations via strong documentation, assessment, multitasking, and resource coordination skills to assist day-to-day needs. Highly -motivated with a desire to take on new challenges, learn new concepts, and create positive impact. Driven self-starter with refined interpersonal skills. Adept at working effectively unsupervised and acquiring new skills. I add value through cultural competence, advocacy via systemic change, and community empowerment.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Certified Case Manager

Community Renewal Team
01.2024 - Current
  • Developed and implemented individualized care plans for clients based on assessments of their needs and preferences.
  • Provided guidance to clients regarding the development of self-management skills and strategies to promote independence.
  • Monitored progress of clients in meeting goals established in care plans.
  • Assessed client eligibility for financial assistance programs or entitlements related to healthcare services.
  • Facilitated referrals to community resources such as housing, employment opportunities, transportation options, educational programs, and recreational activities.
  • Conducted home visits to evaluate the effectiveness of care management interventions.
  • Maintained accurate records of all interactions with clients using electronic medical records systems.
  • Certified Community Health Worker

Field Data Collector

NORC at the University of Chicago
Hartford, CT
12.2023 - 06.2024
  • Gathered data from surveys and questionnaires to ensure accuracy of information.
  • Collected, compiled, and analyzed data from multiple sources to create detailed reports.
  • Performed data entry operations using various software applications.
  • Interpreted results and identified trends in the collected data.
  • Assisted in developing databases to store collected information accurately.
  • Documented collected data accurately and thoroughly.
  • Analyzed gathered information to identify trends and patterns.
  • Conducted interviews with individuals to collect relevant information needed for research projects.
  • Ensured that all collected data was stored securely according to company policy.
  • Verified the accuracy of entered information before it was included in a report or database.
  • Collected and documented data to support research and information-gathering activities.

Residential Counselor

Community Health Resources
Enfield , CT
10.2023 - Current
  • Provided appropriate feedback and information to help residents succeed in program.
  • Fostered relationships with residents and worked with new residents to optimize acclimation and ease transition to new living environment.
  • Communicated with other staff to resolve problems with individual residents.
  • Prepared meals and assisted clients with laundry and household chores.
  • Supervised self-administration of medications for residents.
  • Provided information on resident progress and development of case plans.
  • Completed daily resident welfare checks and coordinated with facility staff to meet resident needs.
  • Made regular rounds to keep residents and areas safe and secure.
  • Collaborated with other counselors to develop programs that address needs of residents.

Community Advocacy and Leadership Scholar

Vital Villages & Urban College of Boston
Boston, MA
09.2023 - 06.2024
  • Built key partnerships with community organizations to foster access to educational resources for under-served youth populations and families.
  • Developed and implemented programs to fill different community needs for diverse populations.
  • Coordinated referrals and communicated with providers to connect individuals with needed care and community resources.
  • Planned and managed different community meetings, public forums and outreach events.
  • Implemented social work systems theory frameworks to structure community outreach initiatives for children and families.
  • Best practice in building relationships with community-based organizations to amplify the progress for children’s health and wellbeing.
  • Generated psychology informed support and intervention for communities affected by resource scarcity,to mitigate family crises.
  • Implemented community outreach and engagement plans to reach vulnerable populations.
  • Collaborated with community-based organizations and key stakeholders to address community initiatives.
  • Facilitated weekly meetings to discuss internal operational issues, current events, impacting community and advocacy.

Family Services Coordinator

Community Health Center Inc
Middletown, CT
08.2023 - 11.2023
  • Supported needs of at-risk families with housing, food and other critical assistance.
  • Provide social work support to clients, addressing emotional and psychological challenges within the family unit and offering counseling and coping strategies.
  • Advocated for clients to ensure they have access to essential services and resources, such as healthcare, housing, education, and employment opportunities.
  • Connected clients with relevant community resources, social services, and support programs that can address their specific needs.
  • Resource Connection: successfully linked 95% of clients with appropriate community resources and support programs, addressing their specific needs.
  • Completed intake assessments on families to determine service needs.
  • Crisis Resolution Time: achieved an 80% resolution rate for family crises within 48 hours of initial contact, measured by client feedback and case documentation.
  • Protected children by identifying risks and implementing protective actions and improvement plans.
  • Educational Workshops: Hosted at least two educational workshops per month, with a minimum attendance of 20 families per session.
  • Maintained effective working relationships with law enforcement, court officials and medical professionals to give families comprehensive and effective support.
  • Discussed eligibility requirements for different services to help families gather required information and documentation.
  • Monitored program activities and participation to assess utilization and close service gaps.
  • Identified appropriate community resources and provided referrals for services.
  • Worked with care team to assess client needs and discuss collaborative treatment efforts.

Transaction Processor II

Conduent
East Hartford, CT
07.2023 - 09.2023
  • Adjusted client account information and updated client personal identifiable information.
  • Upheld data security and compliance standards, achieving a 100% adherence rate to security protocols and regulations.
  • Handled and verified documentation for health insurance eligibility for the Connecticut Department of Social Services.
  • Captured and transcribed protected personal identifiable information based upon client requirements and requests.
  • Maintained a transaction accuracy rate of 99% or higher to minimize errors and discrepancies.
  • Received, processed, and organized verification documents for clients seeking health insurance.
  • Effectively managed high transaction volumes during peak periods while maintaining accuracy and turnaround time standards.
  • Verified legitimacy of client information requests to protect against compromising information and identity theft attempts.
  • Entered consumer information and files into databases for further review and tracking.
  • Performed careful reviews of applicant data to ascertain compliance with health care eligibility criteria.
  • Managed intake of new claims and performed routine follow-ups.
  • Determined health insurance eligibility for clients based on submitted information.
  • Gathered financial information from clients regarding income, assets and debts.
  • Explained reasons behind application denials and recommended further action.

Crew Member

Dunkin Donuts & Baskin Robbins
Hartford, CT
08.2022 - 06.2023
  • 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.
  • Consulted with customers regarding needs and addressed concerns.
  • Followed policies and procedures to meet or exceed established performance requirements.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Kept customer and food preparation areas clean and well-organized.
  • Made and served coffee, tea and fountain drinks.
  • Measured ingredients according to specified recipes to reduce waste.
  • Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
  • Maintained safe food handling practices to prevent germ spread.
  • Restocked napkins, condiments and utensils at self-service areas during slow periods.
  • Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.

Customer Service Associate

Westford Real Estate Management
Vernon, CT
06.2022 - 07.2022
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Addressed inquiries, resolved customer issues and managed customer relations.
  • Maintained a high resolution rate with customer issues or inquiries on the first contact, aiming for a first-contact resolution rate of 80% or higher.
  • Followed policies and procedures to meet or exceed established performance requirements.
  • Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
  • Maintained customer privacy and protected company operations by keeping information private and confidential.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Operating computer and office software, such as Microsoft Office, Smartsheet, Teams , Outlook, and Appfolio.
  • Organized client contracts, records and reports to strengthen traceability.
  • Respond to customer inquiries within a specified timeframe, such as achieving a 95% response rate within 24 hours.

Letter Carrier

United States Postal Service, USPS
Bloomfield, CT
07.2021 - 04.2022
  • Delivered mail to residences and business establishments determined by specific route with on-time delivery of mail.
  • Observed road rules, weather and road conditions and other factors to maintain safe driving record.
  • Delivered mail along prescribed route and retrieved additional mail from relay boxes.
  • Routed all classes of mail in sequence of delivery along established route.
  • Separated mail to be transported to relay boxes along route for subsequent delivery.
  • Scanned labels on letters or parcels to confirm receipt.
  • Sorted mail for delivery, arranging mail in delivery sequence.
  • Collected outgoing mail from homes and businesses to deliver to post office for processing.
  • Recorded address changes to redirect mail for residences or businesses.
  • Provided change-of-address cards and other postal forms upon customer request.
  • Cleaned and checked over vehicle after completion of daily deliveries.
  • Delivered various types of mail on routes according to strict timelines.

Student Intern

Institute for Municipal Regional Policy
New Britain, CT
08.2019 - 12.2019
  • Studied racial profiling trends and practices in Connecticut law enforcement
  • Recorded minutes and created agendas for supervisors
  • Operated computer and printer technology while conducting office duties such as: scanning, copying, and typing.
  • Prepared reports, presentations and articles using Microsoft Word and PowerPoint.
  • Participated in weekly staff meetings and team building events.
  • Assisted with answering telephone calls, managing databases and drafting correspondence.
  • Coordinated project files to support projects and enhance team success.
  • Supported department by compiling paperwork and taking detailed meeting minutes.
  • Collaborated with and maintained positive rapport with stakeholders, building strong relationships.

Student Support Specialist

African American Cultural Center | UConn
Mansfield, CT
03.2017 - 05.2019
  • Organized office to keep space welcoming and professional.
  • Greeted callers to identify and address needs while fostering positive experience.
  • Spearheaded copying, filing and mailing projects to support administrative staff.
  • Assisted in day-to-day maintenance and responsibilities to facilitate operations of assigned department.
  • Served as an advocate for students, addressing their academic, personal, and social needs to ensure they receive the support required to succeed.
  • Provided academic counseling and guidance, helping students develop academic plans and set educational goals.
  • Connected students with relevant resources, including tutoring, counseling, financial aid, and other support services available within the organization and the community.
  • Offered immediate assistance and support to students facing personal or academic crises, providing guidance and connecting them with appropriate resources.
  • Developed and maintained individualized support plans for students, addressing specific challenges, goals, and progress tracking.
  • Collaborated with educators, counselors, and support staff to ensure a holistic approach to student success.
  • Provided mentorship to students, fostering personal and academic growth.
  • Maintained records of student interactions, progress, and support services, ensuring accurate and up-to-date documentation.
  • Organized and facilitated workshops and training sessions on topics related to academic success, time management, study skills, and other relevant subjects.
  • Engaged in outreach activities to connect with students and raise awareness of available support services.

Social Entrepreur Internship

Social Entrepreneurship Corp
Cuenca , Ecuador
05.2018 - 07.2018
  • Planned and completed group projects, working smoothly with others.
  • Consulted and advising entrepreneurial ventures of local Ecuadorian businesses
  • Strategized business models that are adaptable to the needs of consultants
  • Developed effective methods of delivering products of consultants.
  • Attended and participated in meetings and brainstorming sessions with team members.

Student Teacher

Human Rights Department UConn
Manchester, CT
12.2017 - 05.2018
  • Cultivated a culturally competent residential community by working with diverse student populations.
  • Prepared visual aids, equipment and classroom displays to foster learning.
  • Delivered clear, comprehensive instructions to support classwork and projects.
  • Accepted constructive criticism and feedback with positivity in areas requiring improvement.
  • Selected instructional goals to develop lesson plans that demonstrated knowledge of content.
  • Collaborated with teacher to plan and achieve instructional goals and objectives.
  • Developed deeper understanding of teaching strategies with increasing responsibility for student learning.
  • Adapted teaching methods and materials to meet students' varying needs and interests.
  • Attended and contributed to staff meetings.
  • Implemented questioning and discussion techniques to encourage student participation and knowledge acquisition.
  • Eliminated learning gaps and effectively instructed students utilizing wide variety of innovative teaching aids and motivational and implementation strategies.
  • Worked with mentor teacher to plan instructional goals and lesson activities covering required topics.

First Year Mentor

University of Connecticut
Mansfield , CT
08.2017 - 05.2018
  • Monitored student progress by discussing educational goals, grades and performance.
  • Helped staff conduct student orientations and special events.
  • Helped students develop achievable educational career plans and assisted with creating class schedules.
  • Coordinated referrals to help students obtain campus services.
  • Fielded in-person, telephone and email inquiries from students and staff.
  • Counseled individuals to help overcome personal, social or behavioral problems affecting educational or vocational situations.
  • Prepared students for later educational experiences by encouraging to explore learning opportunities and persevere with challenging tasks.
  • Taught classes and presented self-help or information sessions on subjects related to education and career planning.
  • Directed and participated in recruitment and enrollment activities.
  • Talked with individuals, sharing positive life experiences to encourage improved self-esteem and boost socialization.
  • Engaged consistently with mentees through designated contact points using various methods.
  • Met with assigned students individually or in small groups to provide intentional, structured organizational support and mentorship.
  • Assisted with planning for programs providing personal, educational and social development.
  • Supervised student performance and academic progress throughout semester.

Retail Associate

Goodwill
Bloomfield, CT
11.2015 - 01.2018
  • Stocked and cleaned shelves while maintaining neat and orderly store.
  • Rang up retail purchases and processed payment cards, returning appropriate cash and coin to customers.
  • Processed payments and handled exchanges, returns and refunds according to company policy.
  • Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
  • Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
  • Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
  • Processed merchandise returns and exchanges for customers to refund payments, trade items and offer store credit.
  • Monitored sales floor to identify customers in need of assistance and merchandise requiring replenishment.
  • Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.
  • Used product knowledge to suggest items to match client needs.
  • Assisted with conducting merchandise stock counts and reported discrepancies to supervisor.
  • Assessed customer product needs and interests in order to best recommend suitable items.

Education

Bachelor of Arts - English And Human Rights

University of Connecticut
05.2019

Skills

HARD SKILLS

  • Computer competency (ie typing, data entry, microsoft office etc)
  • Organizational Skills
  • Critical Thinking
  • Confidential Records Management
  • Inbound Call Management
  • Multitasking and Prioritization
  • Efficient and Detail-Oriented
  • Customer Service
  • Decision making
  • Documentation
  • Time management
  • Advanced WPM typing ability
  • Business Writing
  • CRM and Office Management Software
  • Data Entry Documentation
  • Appointment Coordination
  • Document and File Management
  • Verbal and Written Communication
  • Customer Account Management
  • Transaction Processing
  • Call Center Operations
  • Inbound and Outbound Calling

SOFT SKILLS

  • Collaborative problem solving
  • Social Services
  • Cross cultural competency
  • Empathy
  • Conflict resolution
  • Active listening
  • Relationship Building
  • Flexibility
  • Upbeat and Positive Personality
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Building Customer Trust and Loyalty
  • Calm and Professional Under Pressure
  • Professional and Courteous
  • Continual Learner
  • Patient
  • Strong Work Ethic
  • Enthusiastic

Certification

  • Crisis Specialist Certification, American Association of Suicidology - [2023]
  • Counseling Access to Lethal Means (CALM), Zero Suicide Prevention- [2023]
  • Sexual Assault Crisis Counselor - 48 Hour State Certification (YWCA)- [2023]

Timeline

Certified Case Manager

Community Renewal Team
01.2024 - Current

Field Data Collector

NORC at the University of Chicago
12.2023 - 06.2024

Residential Counselor

Community Health Resources
10.2023 - Current

Community Advocacy and Leadership Scholar

Vital Villages & Urban College of Boston
09.2023 - 06.2024

Family Services Coordinator

Community Health Center Inc
08.2023 - 11.2023

Transaction Processor II

Conduent
07.2023 - 09.2023

Crew Member

Dunkin Donuts & Baskin Robbins
08.2022 - 06.2023

Customer Service Associate

Westford Real Estate Management
06.2022 - 07.2022

Letter Carrier

United States Postal Service, USPS
07.2021 - 04.2022

Student Intern

Institute for Municipal Regional Policy
08.2019 - 12.2019

Social Entrepreur Internship

Social Entrepreneurship Corp
05.2018 - 07.2018

Student Teacher

Human Rights Department UConn
12.2017 - 05.2018

First Year Mentor

University of Connecticut
08.2017 - 05.2018

Student Support Specialist

African American Cultural Center | UConn
03.2017 - 05.2019

Retail Associate

Goodwill
11.2015 - 01.2018

Bachelor of Arts - English And Human Rights

University of Connecticut

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