Alexis Spagnola: in Rancho Santa Margarita, CA

• Product knowledge in multiple SaaS products including CRM and grantmaking software • Experienced interpreting client data needs into queries, reports, and other processes using Blackbaud software • Excelled in case management by consistently meeting case milestones and following up with clients within expected timeframes • Captured accurate and succinct case notes in Salesforce to ensure timely case resolution and closure • Authored, edited, and approved contributions to Blackbaud's Knowledgebase database • Understood when client issue was more complex and triaged case to the appropriate team • Empathetic towards upset clients and escalated situations • Responsive and acted with a sense of urgency with all interactions with clients • Consistently met 100% CSAT score by responding to client's concerns and effectively managing client expectations

• Planned and executed casework activities that included finding safe placement for children who have experienced abuse and/or neglect • Conducted background searches on clients and relatives involved with case • Developed treatment plans to facilitate safety, permanence, and well being of their children • Lead meetings with the family preservation team to develop the next steps in the client's treatment planning • Participated in legal consultations, prepared court documents, and represented the agency in court hearings • Monitored and logged all client activities, progress, and communication in internal records management system

• Supervised all office procedures including answering phone calls and emails, collecting payments, and scheduling appointments • Worked in a customer service capacity interacting with new and existing clients • Participated in clinical team meetings to discuss client goals and progress • Met with parents to discuss therapy objectives and progress