Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Erica Martorella

Virginia Beach

Summary

Experienced in leadership and problem-solving, I possess expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning. Adaptable to evolving business needs while maintaining reliability. Strong communication skills foster a productive work environment that promotes success.

Overview

2026
2026
years of professional experience
1
1
Certification

Work History

Residential Manager

Community Alternatives
  • Oversaw daily operations within the facility, ensuring that all tasks were completed accurately and on time.
  • Coordinated staff schedules efficiently, ensuring adequate coverage for all shifts while minimizing overtime expenses.
  • Evaluated employee performance regularly, identifying areas for improvement and developing targeted action plans accordingly.
  • Provided exceptional leadership during emergency situations, coordinating staff response efforts effectively to ensure resident safety.
  • Improved resident satisfaction by addressing concerns and implementing necessary changes in residential programs.
  • Developed strong relationships with local community organizations to enhance the quality of life for residents.
  • Implemented individualized care plans for each resident, resulting in improved overall well-being and personal growth.
  • Continuously sought opportunities to improve the overall quality of life within the facility by staying informed on industry trends and best practices in residential care management.
  • Ensured compliance with all state regulations and guidelines pertaining to residential care facilities.
  • Increased resident participation in activities by creating diverse programming tailored to individual interests and abilities.
  • Interviewed and assessed average of 12 incoming residents per week.
  • Promoted a safe living environment by conducting regular inspections and addressing potential hazards proactively.
  • Facilitated smooth transitions when admitting new residents into the facility by working closely with their families during this challenging period of adjustment.
  • Reported and documented maintenance requests and scheduled appropriate services.
  • Conducted regular inspections of both interior and exterior of properties for damage.
  • Implemented and enforced policies and procedures to maintain properties to highest standards.

DSP (Direct Support Professional)

Community Alternatives
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Monitored clients' overall health and well-being and noted significant changes.
  • Recorded status and duties completed in logbooks for management.
  • Completed regular check-ins and progress report for each client.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
  • Scheduled daily and weekly care hours for client caseload.
  • Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
  • Maintained clean, safe, and well-organized patient environment.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.

Behavior Health Technician Supervisor

Mason Counseling Group
08.2023 - Current
  • Promoted positive behavior changes by establishing clear expectations, consistent consequences, and reinforcement systems tailored to individual client needs.
  • Built and maintained positive staff relationships to promote teamwork and better serve clients.
  • Conducted thorough assessments of patient needs, identifying appropriate goals and interventions for their unique situations.
  • Completed documentation for every incident and forwarded to correct personnel for review.
  • Served as an advocate for clients within the treatment team, ensuring their voices were heard and their needs were met.
  • Provided crisis intervention and de-escalation services, maintaining a safe and therapeutic environment for all patients.
  • Implemented behavior management strategies consistently across all settings, promoting generalization of learned skills outside therapy sessions.
  • Assisted patients in developing effective coping mechanisms, leading to improved emotional regulation and overall mental health.
  • Recognized individuals under influence of drugs or alcohol and typical behaviors associated with each.
  • Enhanced the quality of care for patients with autism spectrum disorders through the development and implementation of tailored treatment plans.
  • Facilitated on-site activities, support groups, and outings for clients.
  • Reduced disruptive behaviors in clients by utilizing therapeutic communication and crisis intervention skills.
  • Documented detailed progress notes, facilitating accurate tracking of patient progress and enabling adjustments to treatment plans as needed.
  • Kept facility clean, performed basic maintenance, and restocked supplies to support program needs.
  • Delivered training sessions to clinical staff on best practices in behavioral support, contributing to an improved standard of care facilitywide.
  • Performed client intake procedures according to internal standards for new admissions.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Kept accounts, resident files and regulatory paperwork current and accurate with diligent attention to administrative requirements.
  • Oversaw home inventory of supplies and groceries by tracking use and placing new orders.
  • Assisted in creating bi-weekly work schedule for all serving and hosting employees.

Remote Call Center Customer Service Representative

Sentara Neurology
04.2021 - 08.2023
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.

Front Desk Receptionist/Medical Assistant

AFC Urgent Care
09.2019 - 04.2021


  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Increased guest retention by maintaining a welcoming and organized reception area.
  • Completed all tasks in compliance with company policies and procedures.
  • Implemented more efficient mail distribution system, ensuring timely delivery of correspondence to staff.
  • Maintained strict confidentiality of sensitive information, upholding privacy standards.
  • Assisted in coordination of company events, contributing to successful and well-organized functions.
  • Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
  • Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
  • Assisted in the development of clinic policies and procedures to ensure compliance with industry standards and regulations.
  • Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
  • Streamlined patient check-in process, reducing administrative burden for medical staff.
  • Assisted in minor surgical procedures, ensuring sterile environment and patient comfort.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Obtained and documented patient medical history, vital signs and current complaints at intake.
  • Completed EKGs and other tests based on patient presentation in office.
  • Contributed to clean and safe clinic environment by adhering to sanitation protocols.
  • Maintained inventory of medical supplies, ensuring availability for all procedures and treatments.
  • Empowered patients through education on self-management techniques for chronic conditions.
  • Assisted with billing and coding processes, ensuring accurate insurance claims and patient invoicing.
  • Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
  • Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Assisted with routine checks and diagnostic testing by collecting and processing specimens.
  • Taught patients about medications, procedures, and care plan instructions.

Program Manager

Expert Care Solutions, LLC
12.2017 - 09.2019
  • Coached employees through day-to-day work and complex problems.
  • Conducted regular performance reviews, providing constructive feedback and guidance for professional development.
  • Optimized staffing schedules to ensure coverage during peak times, maintaining high service levels.
  • Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
  • Drove clients safely to social activities and appointments.
  • Developed strong interpersonal relationships with clients, earning their trust and respect through consistent empathy and understanding.
  • Supported clients in maintaining a clean living space by assisting with household tasks such as laundry, meal preparation, and general tidying.
  • Provided emotional support to clients during challenging times, fostering resilience and coping skills.
  • Communicated regularly with family members about client progress, addressing any concerns or questions promptly.
  • Managed medications effectively for clients under strict supervision from healthcare professionals, ensuring adherence to prescribed treatment plans.
  • Improved client independence by developing personalized support plans tailored to individual needs and goals.
  • Mentored junior staff members in best practices for supporting individuals with disabilities, promoting professional growth within the team.
  • Advocated for clients'' rights within the community, raising awareness of issues facing individuals with disabilities and their families.
  • Improved team efficiency by providing ongoing training and support to disability support workers.
  • Ordered all pharmacy supplies and kept check on inventory levels.

Receptionist

Animal Care & Adoption Center
06.2013 - 09.2013
  • Volunteer Work (Summer Break)
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Answered central telephone system and directed calls accordingly.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Maintained confidentiality of information regarding clients and company.
  • Helped maintain office security by monitoring visitor access and issuing badges.
  • Assisted with planning office events and meetings for smooth execution.
  • Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
  • Reduced wait times for clients by promptly checking in patients upon arrival at the clinic.
  • Maintained office and waiting room, keeping common areas clean and tidy.
  • Monitored inventory levels and placed orders for office supplies when needed, ensuring uninterrupted daily operations.
  • Cleaned and disinfected exam areas, surgical equipment, and kennels to prevent diseases and control odors.
  • Restrained animals to protect veterinarians from potential harm.
  • Maintained clean examination rooms, equipment, and kennels to ensure a safe and sanitary environment for both patients and staff members.

Education

High school diploma -

Skills

  • Data Analysis Skills
  • Customer Care Expertise
  • Effective Triage Management
  • ICD-9 Coding Expertise
  • Innovative Thinking
  • Document Evaluation
  • Patient Scheduling Management
  • Healthcare Coding Expertise
  • Personal Care Assistance
  • Reception Management
  • Administrative Experience
  • Comprehensive Anatomy Knowledge
  • Administrative Coordination
  • Team Leadership
  • Healthcare Coding
  • Strong Interpersonal Skills
  • Detail-Oriented Organization
  • Clinical Hospital Experience
  • CPT Coding
  • Medical Billing
  • ICD-10
  • Customer relationship management
  • HIPAA Regulations Knowledge
  • Detailed Patient Monitoring
  • Skilled in Microsoft Word
  • Insurance Eligibility Verification
  • Pet Care Management
  • Candidate Interviewing
  • Retail Merchandising
  • Blood Collection Expertise
  • Patient Assistance Expertise
  • Customer Service Excellence
  • Patient Support
  • Phone Etiquette
  • EMR system
  • Home Care Services
  • Time Management
  • Specimen Collection
  • Staff Management

Certification

  • Certified Medical Administrative Assistant
  • BLS Certification
  • CPR Certification
  • Driver's License
  • Certified Phlebotomy Technician
  • CCMA Certification

Timeline

Behavior Health Technician Supervisor

Mason Counseling Group
08.2023 - Current

Remote Call Center Customer Service Representative

Sentara Neurology
04.2021 - 08.2023

Front Desk Receptionist/Medical Assistant

AFC Urgent Care
09.2019 - 04.2021

Program Manager

Expert Care Solutions, LLC
12.2017 - 09.2019

Receptionist

Animal Care & Adoption Center
06.2013 - 09.2013

Residential Manager

Community Alternatives

DSP (Direct Support Professional)

Community Alternatives

High school diploma -

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Erica Martorella