Beatrice Cortes Email & Phone Number

Lakeland, FL, US

California, United States

Offers crisis-counseling services via phones with the program goal of answering 95% of calls within 20 seconds or less.Completes safety assessment, safety planning, de-escalation, and follow-up with help seekers.Serves as a mandated reporter in cases of suspected abuse or neglect.Is familiar with resources and providing information and referrals to help.

Clearwater, Florida, United States

Volunteers create a dialogue with texters who are looking for help, de-escalating the crisis at hand and providing compassionate, non-judgmental support using active listening, collaborative problem-solving, and safety planning. Through this vital support, volunteer Crisis Counselors make a positive impact on the mental health journeys of those in need.

Remote

• Coach and support 15 agents and develop teams to complete assigned tasks.
• Monitor project deliverables.
• Update stakeholders in training and monitoring policies
• Apply Agile principles and best practices, improving quality by 30%, and departmental efficiency.
• Maintain compliance with training requirements by implementing a metrics roster linked to the skills matrix.

Florida, United States

• Built strong operational teams to meet process and production demands.
• Managed scheduling, training and inventory control.
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Guided employees on understanding and meeting changing customer needs and expectations.

Florida, United States

• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Relayed customer feedback to cross-functional teams to improve products and services.
• Improved customer service wait times to mitigate complaints.

Florida, United States

• Made recommendations to improve training based upon observations and feedback from trainees.
• Provided answers to questions, imparted methods to improve work and worked closely with employees during probationary period.
• Created new and improved strategies for teaching employees in order to maximize understanding and interest in process.

Florida, United States

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Answered inbound calls, chats and emails to facilitate customer service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Tampa, Florida, United States

• Prepared reports, presentations and articles using Microsoft Word and PowerPoint.
• Conducted qualitative and quantitative analysis on assigned data.
• Conducted surveys, interviews and experimental research to facilitate data analysis.

Tampa, Florida, United States

• Hired and onboarded team members to meet immediate and expected demand.
• Established and maintained positive working relationships with community organizations, acting as corporate representative at meetings and events.
• Reviewed production costs and product quality and modified inventory control programs to maintain and enhance annual business plan.
• Created company handbook to document corporate policies and procedures.
• Integrated technology to increase efficiency and real-time accountability of operational tasks.

Clearwater, Florida, United States

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Set up and activated customer accounts.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Bachelor'S Degree, Psychology, 3.80 Gpa

Activities and Societies: PSI CHI Honor Society, Latino Scholar, Hispanic Professional Womens Association

Associate'S Degree, Photography, 3.5

Photography is the art, application, and practice of creating durable images by recording light, either electronically through an image.

Associate'S Degree, Psychology, 3.65

Activities and Societies: PTK honor societyPsychology is the scientific study of the mind and behavior. Psychologists are actively.