Empathetic, registered Qualified Mental Health Professional-Trainee with 3 years of experience providing a wide variety of individual, group and familial counseling techniques and crisis intervention strategies. Strong patient advocate with experience contacting patients and family members and managing cases over the phone when needed. Compassionate nature and exceptional communication skills leading to positive outcomes.
Skills
Ability to exhibit professional, positive attitude and independent work ethic
Ability to interact professionally with culturally diverse individuals
Ability to handle confidential information with discretion and professionalism
Individual, group and family counseling experience
Exceptional interpersonal skills
Sound judgement and ability to show empathy during crisis intervention to distressed individuals
Excellent verbal and written communication
Proficiency with computers and data entry
Work History
Corporate Sales Delivery Representative, 08/2012 to Current Bass Pro Shops – Harrisburg, PA,
Soliciting customer feedback to improve service and generating creative solutions and offerings, as well as finding ways to up-sell popular brands and products, increasing territory retail sales by 45%
Directly managing 6 Breakfast Catering Drivers, including scheduling breakfast and weekend caterings to be delivered, as well as supervising, directing and training staff in operating procedures, sales techniques and best practices for overcoming objections to close deals
Responding promptly to requests for service and completing calls, identifying and resolving customer complaints, needs, or problems in a timely manner, developing alternative solutions, while managing emotional customer situations
Effectively managing customer base within established route with an average of 25+ stops per day, while developing long-term relationships with and providing services/products to existing customers to ensure customer loyalty, improving retention rates by 46%
Team Lead & Customer Service, 06/2008 to 01/2010 Geo Group Inc. – Chicago, IL,
Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
Led shifts, people and processes, delivering prompt, friendly, superior service to guests, while ensuring adherence to brand standards, timeliness, accuracy and guest engagement, improving customer retention rates by 34% and satisfaction rates by 78%
Ensured high-quality guest experiences by employing tools such as table touching and pro-activity in immediately responding to and resolving potential guest issues or complaints
Greeted guests, answering questions and making suggestions regarding food, drinks and service, while up-selling at every opportunity, increasing daily sales by $500 to $1500 daily
Therapeutic Support Staff , 01/2006 to 06/2008 Beacon Light Behavioral Health Systems – City, STATE,
Worked alongside Clinical Psychologists/Social Workers producing reports about daily progress for 2-3 children per caseload, with various social and behavioral issues
Educated families and primary caregivers on different approaches in managing targeted behavioral issues
Provided quality therapeutic mental health services primarily in family homes, community settings and through schools
Provided direct implementation of child-specific individualized behavior modification plan with children in their home, school and/or community settings
Provided one-on-one interventions, including crisis intervention, behavior management support, emotional support, time-structured activities, and psychological rehabilitation
Provided one-on-one support for children and adolescents who struggle with behavior disorders using positive behavioral reinforcement and emotional support interventions
Drug and Alcohol Counselor, 01/2006 to 06/2006 Abraxas – City, STATE,
Provided comprehensive case management services, including creating treatment plans and connecting clients and families to appropriate resources
Provided individual, group and family counseling and completed related documentation with average of 6 clients per caseload
Participated in and documented case consultations, including quarterly treatment reviews, red flag reviews, and administrative reviews
Wrote progress/court reports as necessary and discharge summaries, attended court hearings, maintained regular contact and communicated effectively with juvenile probation officers/case workers, including them in their treatment process and updating them on clients' progress
Provided continuing care planning by making contacts to appropriate referrals and writing Discharge Plans
Education
Bachelor of Arts: Human Relations, Expected in 04/2003 University of Pittsburgh - Bradford - Bradford, PA GPA:
Concentrations in Psychology and Sociology
No Degree: Human Relations, Expected in 1991 Jamestown Community College - Jamestown, NY GPA:
No Degree: Human Relations, Expected in 1989 Mercyhurst University - Erie, PA GPA:
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