Work experience

• Call Center Representative

  New York Psychotherapy and Counseling Center

  2024.01-2024.08

  (8 months)

  Referral Worker (August 2024 - Present) Process high-volume mental health referrals in Salesforce, ensuring accuracy, compliance, and timely client access to care. Mentor and train junior staff on EHR systems, de-escalation, and intake protocols, serving as a go- to resource for peers. Manage 100+ bilingual client calls daily with a 96% QA score, recognized for empathy, conflict resolution, and client-centered service. Perform advanced QA functions, including appointment review, data scrubbing, issuing correction emails, and grading calls for script compliance. Develop team-building presentations, create video content for mental health marketing, and design initiatives that boost staff engagement. Organize department-wide celebrations and curate personalized gifts for milestones, strengthening team culture and morale.
• Call Center Agent

  Equiniti

  2022.06-2023.02

  (9 months)

  Led peer coaching sessions on script adherence and effective communication. Monitored and documented shareholder responses, ensuring accuracy and regulatory compliance. Demonstrated strong performance during peak call periods with minimal error rates.
• Shift Lead

  Go Puff

  2022.02-2022.08

  (7 months)

  Developed a project aimed at implementing environmentally-friendly lab practices Researched and implemented sustainable alternatives to hazardous chemicals Educated peers on the importance of green chemistry through workshops and forums

Educational experience

• National University

  in Paralegal Studies

  2025.08-Current

  (9 months)

  Pursuing bachelor of science in paralegal studies.

Languages