Call Center Manager Resume Example Allegheny Health Network

CALL CENTER MANAGER

Professional Overview

Professional with several years of supervisory experience, 14 plus years of experience conducting psychiatric evaluations (crisis), phone intake, therapy, social and human services, education, program and project management, staff development, in-services training and administration, and community outreach. My trainings include Motivational Interviewing, Domestic Violence, DBT, Crisis Training, Suicide Intervention, and TEACCH.

Summary of Skills

Motivational Interviewing
Domestic Violence
Dialectical Behavioral Therapy
Crisis Training
Suicide Intervention

Microsoft Office
Psych Consult documentation
Staff development

Education

Point Park University1999BA: PsychologyPsychology

Argosy UniversityMasters: Forensic PsychologyForensic Psychology

Professional Experience

Allegheny Health NetworkMarch 2015 to June 2015Call Center Manager

Operations/ Quality Assurance and Training Performs all steps necessary relative to hiring, evaluating, coaching, promoting, disciplining and terminating all employees in accordance with established HR policies.
Coordinates and implements projects.
Provides high level administrative support for the department.
Oversees daily operations.
Develops, coordinates and monitors programs and services by supervising, facilitating and training staff.
Creates employee schedules to accommodate network obligations and peak call times.
Manages resources including supplies and equipment.
Handles escalated/VIP calls received by the department.
Develops policies and procedures to facilitate efficiency and quality customer service.
Creates scripting for staff as required.

Edited manual on training

Watson InstituteJanuary 2010 to March 2015Therapeutic Staff Support staff, Behavioral Support

Assisted with social skills group Assisted with life skills Assisted in making social stories and visual schedules Provides education and support to family Manage crisis intervention with staff One on one in the classroom assisting with academics and behavior.
Create visual aides and schedules Work with children with various abilities from the ages of 3 to 19.
Instructional Planning - review activities; organize materials Instructional Management - manage activities; implement review procedures; implement monitoring procedures Organizational Skills - relate to students, use effective interpersonal skills, participate effectively as a multidisciplinary team member; document activities, contribute to the smooth operation of The Education Center, adhere to safety and health procedures Skill Development - participate actively in the supervisory process; engage in skill development activities.

October 2002 to January 2012Clinician Evaluator I/Clinician Evaluator II

On-site supervisor overseeing daily functions
Completes staff performance reviews, and staff development
Performed in-service presentations to share knowledge with colleagues.
Development and implementation of orientation
Completes consumer/family branching assessment
Provides staff with real time feedback and coaching
Provides follow up services to consumers
Meets standards for documentation and completes all required paperwork
Performs in accordance with system-wide competencies/behaviors
Participates in interdisciplinary activities
Manages Payroll through the Kronos system
Public speaking at conferences Completes employee schedule
Assist in developing policy and procedures for the department
Assisted in developing all new staff orientations
Problem solving and complaint resolution Strong customer service skills Prepared employee schedules Clinician Evaluator II/
clinician Evaluator 1- 2002-2012 Provided outreach and crisis intervention.
Provided psychiatric evaluations to patients to determine level of care.
Assisted clients with accessing community resources.
Conducted and provided outreach and home visit services for project participants.
Provided assistance as needed at shelter for battered women.
Easily establish rapport with people of all ages, cultures, and beliefs.
Assisted low-income families dealing with psychosocial issues and advocated their needs to appropriate agencies or staff for further assistance.
Responsible for investigating allegations of child abuse, neglect and sexual abuse.
Provided individual counseling to children, adolescents, and adults with varied issues.
Documented all employees' training, establishing acceptance of new methods and standards.
Developed, evaluated, and conducted training programs.
Guided new employee orientations and supervised employee training.
Committed to the training and development of employees.
Accepted increasing responsibility demonstrating flexibility and ability to learn quickly.
Committees: Professional Practice Counsel Super user Psych-Consult.

Skills

Administrative support, provided direct supervision, coaching, interpersonal skills, counseling, crisis intervention, documentation, employee training, hiring, Organizational Skills, completed performance reviews, developing policy, Problem solving, Public speaking, Quality Assurance, staff development,developed training programs

Resume Overview

Companies Worked For:

Allegheny Health Network
Watson Institute

School Attended

Point Park University
Argosy University

Job Titles Held:

Call Center Manager
Therapeutic Staff Support staff, Behavioral Support
Clinician Evaluator I/Clinician Evaluator II

Degrees

BA : Psychology
Masters : Forensic Psychology

Call Center Manager Resume Example

Resume Score: 90%

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