Tristina Dobson
Canton,MS
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
26
26
years of professional experience
Work History
Rehabilitation Specialist
MS Department of Rehabilitation
Madison, MS
01.2017 - Current
- Conducts vocational rehabilitation eligibility determinations, utilizes a range of resources for assessments, employs referral and networking skills, and applies knowledge of job markets and job placement strategies to facilitate employment.
- Develop a rehabilitation plan with each consumer that is consistent with the consumer’s aptitudes, education levels, physical abilities, and career goals
- Prepares written correspondence explaining decision, rationale, and appeals rights
- Performed assessments to determine individual limitations and strengths.
- Helped individuals address disabilities and put together career plans.
- Prepare case reports to monitor and record the consumer’s progress to ensure goals and objectives are met
- Prepares letters and/or other written communications to help train facilities, clients, and other stakeholders about assisting individuals with disabilities obtain employment
- Work collaboratively with Behavioral Health Therapists, Recovery Support Specialists, Case managers to provide the best possible outcome for individuals
- Prepared patients for self-management and decision-making responsibilities.
- Managed load of multiple cases on consistent basis.
- Apply critical thinking skills and sound decision-making in the performance of routine rehabilitation work in the Vocational Rehabilitation program
- Developing and maintaining relationships with community referral sources, businesses, substance abuse treatment centers, sober living homes, doctors' offices, and clinics is essential.
- It is necessary to contact insurance companies for verification of benefits prior to providing financial assistance for surgeries and related procedures.
- Reach out to the doctor's office to request the completion of the medical services planning form.
- Provide financial assistance to specific populations such as Hard of Hearing community and individuals who are in recovery from substance use disorder, SUD
- Provides ongoing customer support to discuss relapse prevention while in recovery from substance use
- Contact clients to ensure they are following after-care treatment plans as recommended by treatment team
- Ensure payment for each CPT code is made for services rendered and as agreed upon with stakeholders.
Counselor Assistant
MS Department of Rehabilitation
01.2008 - 01.2017
- Managed office filing and purging of client files
- Handled inbound calls and provided information on services offered by MDRS.
- Contacted clients to arrange interview appointments for a Rehabilitation Counselor.
- Conducted accounting responsibilities, including the payment for client services utilizing CPT codes upon receiving HICFA bills/invoices.
- Maintained case files to ensure accuracy of documents for case review
- Directed incoming referrals to the appropriate district offices across Mississippi.
- Entered demographic information into the database for case management tracking
- Correspondence that is typed and composed pertaining to individuals who are being served
- Scheduled appointments for medical assessments and procedures
- Reached out to hospitals to secure preauthorization for services and to confirm the acceptance of Vocational Rehabilitation fees.
Receptionist/Internship
MS Department of Employment Security
01.2007
- Advised applicants on labor market conditions and requirements for specific job positions
- Operated telephone switchboard to answer, screen, and forward calls, provide information, taking messages, and scheduling appointments
- Heard and resolved complaints from applicants or the public
- Assisted applicants in completing job applications
- Assisted applicants with resume development
- Advised applicants of what to wear to a job interview and gave tips on how to interview
- Greeted persons entering establishment, determined nature and purpose of visit, and direct or escort them to specific destinations
- Transmitted information or documents for applicants, using computer, mail, or facsimile machine.
Training Coordinator
SAKS Incorporated Call Center
01.2002 - 01.2007
- Tasked with training new customer service associates in the policies and procedures for handling inbound calls from Saks Fifth Avenue, Parisian, Herberger's, Proffitt's, and Carson Pirie Scott.
- Oversaw a team of five staff members in the training department.
- Updated training staff and customer service reps in new policies and procedures regarding department credit card limits, authorized users, limit overrides, balance increases, credit scoring, etc
- Conducted monthly quality control by rating an average of 120 inbound calls from store associates and customer service representatives.
- Coordinated with subject matter experts to develop effective training content.
- Organized and scheduled on-site and off-site trainings for staff members.
- Provided feedback to trainers regarding the effectiveness of their sessions.
- Monitored participants' progress during the training session.
- Ensured that all necessary equipment was available prior to a session commencing.
- Facilitated group discussions among trainees regarding topics covered during a session.
- Delivered presentations outlining best practices related to specific job roles or tasks.
- Organized handbook and course documentation for participants.
Customer Service Representative
SAKS Incorporated Call Center
01.1998 - 01.2002
- Engaged with customers to discuss credit limits, addressed complaints, and granted credit limit increases where appropriate.
- Processed department store credit card applications while customers were in the store
- Updated customer demographic information such as address, phone numbers, and email addresses
- Approved in-store merchandise charges when customer account is over the limit threshold.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Mentored new employees on procedures and policies to maximize team performance.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
Education
Master of Arts - Rehabilitation Counseling
Jackson State University
01.2019
Bachelor’s of Science - Sociology
Mississippi College
01.2015
Associate of Applied Science - Medical Office Technology
Hinds Community College
01.2007
Skills
- Communication
- Proficient with Microsoft Office, Word, Excel
- Critical Thinking
- Organizational Skills
- Appointment Scheduling
- Problem Solving
- Customer Satisfaction
- Data Entry
- Inbound and Outbound Calling
- Clerical Support
- Vocational Assessment
- Case management expertise
- Job Placement Assistance
- Disability Knowledge
- Client Advocacy
Timeline
Rehabilitation Specialist
MS Department of Rehabilitation
01.2017 - Current
Counselor Assistant
MS Department of Rehabilitation
01.2008 - 01.2017
Receptionist/Internship
MS Department of Employment Security
01.2007
Training Coordinator
SAKS Incorporated Call Center
01.2002 - 01.2007
Customer Service Representative
SAKS Incorporated Call Center
01.1998 - 01.2002
Master of Arts - Rehabilitation Counseling
Jackson State University
Bachelor’s of Science - Sociology
Mississippi College
Associate of Applied Science - Medical Office Technology
Hinds Community College
Awards
- RAM, Rehabilitation Association of Mississippi Chapter, Member
- Mental Health First Aid Certificate, National Council for Behavioral Health
- Administrative Services Certification Program, ASCP, 2017
- Counselor Assistant Recognition Award
- Associate of the Year Award, SAKS Incorporated, 2010
Awards
- RAM, Rehabilitation Association of Mississippi Chapter, Member
- Mental Health First Aid Certificate, National Council for Behavioral Health
- Administrative Services Certification Program, ASCP, 2017
- Counselor Assistant Recognition Award
- Associate of the Year Award, SAKS Incorporated, 2010
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