Valerie Rodriguez
Normal,IL
Summary
Adept at crisis intervention and customer relations, I significantly enhanced service delivery at Gaggle.NET Inc, showcasing expert problem-solving and critical thinking. My tenure includes developing impactful training materials and leading successful onboarding initiatives, underpinned by meticulous attention to detail and a commitment to excellence in all facets of customer and crisis support.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team Lead, ReachOut Crisis Line
Gaggle.NET Inc
01.2023 - Current
- Managed onboarding and scheduling of team of 5 crisis counselors, ensuring timely support for students and staff.
- Developed training materials to enhance crisis intervention procedures and ensure counselor education opportunities.
- Collaborated with local law enforcement to initiate wellness checks when necessary.
- Developed and maintained policies and procedural documentation for crisis intervention.
- Compiled and maintained a database of mental health resources for ReachOut Crisis Line districts.
- Implemented ReachOut Crisis Line services in Amazon Connect, Salesforce, and Twilio.
Customer Growth Specialist
Gaggle.NET Inc
06.2021 - 01.2023
- Generated renewal quotes for over 300 districts based on needs and requests per fiscal year.
- Maintained communication with district contacts to ensure renewal of services were on track and usage was up to date.
- Assisted with review and approval of renewal quotes.
- Assisted with customer concerns regarding setup of services and service issues, as well as referred to appropriate departments when needed.
- Collaborated with Sales Representatives to assist with expanding services for targeted districts.
Customer Service Representative
Gaggle.NET Inc
03.2020 - 05.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted customers with general technical support for Gaggle services.
- Escalated and coordinated with system support engineers to assist customers with service issues or interruptions.
- Conducted routine maintenance on accounts to ensure services were correctly in place within Google and Office 365 environments.
- Maintained inbound communication with customers via phone, ZenDesk tickets/emails, and LiveChat.
Safety Representative, Level 2
Gaggle.NET Inc
11.2017 - 04.2020
- Reviewed student content for level of risk to student well-being and safety.
- Escalated incidents to school districts and/or law enforcement relating to student safety.
- Completion of Cyber tipline reports for the National Center of Missing and Exploited Children when necessary.
- Recognized with the company Newbie Award for meeting KPIs with outstanding efficiency and accuracy.
Child/Adolescent Outreach Counselor
McLean County Center for Human Services
01.2017 - 10.2017
- Provided a variety of counseling and community support services, with an emphasis on outreach services, for adolescents and their families within the community.
- Taught various coping skills to adolescents using imagery, breathing techniques, reframing, etc.
- Maintained Medicaid notes on counseling sessions and detailed call logs.
- Coordinated with schools and local community organizations to assist adolescents in receiving services.
On-Call Mobile Mental Health Crisis Counselor
McLean County Center for Human Services
10.2016 - 10.2017
- Provided support and emergency behavioral health crisis interventions over the phone, in clients' homes, and in hospital emergency departments.
- Conducted mental health interviews to assess the status and needs of individuals in crisis.
- Assisted clients in development of behavioral safety plan upon discharge from hospital emergency department.
- De-escalation of mental health and emotional crises.
- Coordinated with hospitals for proper placement in mental health facilities.
- Coordinated with local law enforcement and EMS for transportation of individuals in mental health crises to local emergency rooms for evaluation.
Education
Bachelor of Science - Psychology
Illinois State University
Normal, IL05-2015
Skills
- Attention to detail
- Customer relations
- Expert problem solving
- Critical thinking
- Documentation management
- Production improvement
- Crisis intervention
- Data collection
- Call center experience
Certification
- Certified Crisis Specialist
- Writing a Proposal
- Leading Porjects
Timeline
Team Lead, ReachOut Crisis Line
Gaggle.NET Inc
01.2023 - Current
Customer Growth Specialist
Gaggle.NET Inc
06.2021 - 01.2023
Customer Service Representative
Gaggle.NET Inc
03.2020 - 05.2021
Safety Representative, Level 2
Gaggle.NET Inc
11.2017 - 04.2020
Child/Adolescent Outreach Counselor
McLean County Center for Human Services
01.2017 - 10.2017
On-Call Mobile Mental Health Crisis Counselor
McLean County Center for Human Services
10.2016 - 10.2017
Bachelor of Science - Psychology
Illinois State University
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