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Service Excellence Center Supervisor Resume Example

Resume Score: 80%

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Jarel R.
Brown
Professional Summary

Diligent Customer Service Professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving. Organized and successful at managing multiple priorities while maintaining strong work ethic and exhibiting positive attitude. Compassionate, with focus on delivering excellent customer service. Able to build productive relationships to enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Skills
  • Customer service
  • Goal setting
  • Building relationships
  • Staff management
  • Creative problem solving
  • Skilled problem solver
  • Motivated team player
  • Detail-oriented
  • Active listening skills
  • Public speaking ability
  • Adept at conflict resolution
  • Knowledge of juvenile justice system
Education
Liberty UniversityCity, State07/2014M. A.: Professional Counseling
Liberty UniversityCity, State05/2008B.S.: Psychology
Work History
Company Name- Service Excellence Center Supervisor
City, State05/2009 - 04/2012
  • Top credit card salesman of 2010
  • Maintain associate records (time statements, PTO and attendance tracking, etc.)
  • Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service
  • Supervised [10-15][SEC associate]s in providing excellent customer service to callers requiring assistance for [retail sales] and [customer services] issues
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies
  • Interceded between [SEC associate]s during disagreements and diffused tense situations by employing [mediation] and [Skill]
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction
  • Assisted customers by answering questions and fulfilling requests
  • Coached employees and trained on methods for accurately reflecting company values, handling various aspects of sales, complicated issues and difficult customers
  • Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused
  • Modeled exceptional customer service and ensured associates understood direct link between high quality customer care and customer loyalty cultivation techniques
Company Name- Therapeutic Mentor
City, State11/2011 - 11/2012
  • Worked with clients to improve life choices and maximize potential for success in various settings
  • Provided guidance and recommended coping mechanisms for youth dealing with difficult issues
  • Maintained schedule for client appointments
  • Kept consistent direct contact with client to insure that established goals were met
  • Assisted youth with daily activities including homework assignments, sports and household responsibilities
  • Worked with client and family members to strengthen support network
  • Collaborated with significant contributors within clients' support system, i.e Parents, Teachers, Doctors, etc
  • Assessed client's progress in relation to therapeutic goals and provided monthly report detailing outcomes
Company Name- Therapeutic Day Treatment Clinician
City, State10/2012 - Current
  • Works with seriously emotionally disturbed children in the school setting
  • Instructs children in appropriate behaviors through redirection, social skills counseling, positive reinforcement, etc
  • Provides constant supervision to one or more seriously disturbed children
  • Participates in treatment team staffing, school staffing, and individual/group supervision
  • Establishes and maintains positive working relationships with parents, school administration and staff and various treatment team members
  • Conducted therapeutic individual and family therapy sessions
  • Strategized with clinical team to prevent inmate diversion, abuse and recidivism
  • Observed and monitored client behavior and responses to treatment
  • Conducted in-services to train teachers in methods of implementing new framework
  • Presented case history material to review and discussion with other staff members
  • Led summer day treatment groups and therapeutic activities to teach functional living skills and address behavioral issues
  • Developed and implemented treatment plans and modified when needed
  • Connected clients with community service and resource agencies
  • Ran individual therapy and family therapy sessions for children ages [Number] to [Number]
  • Mediated conflicts within families to clarify and resolve underlying issues
  • Displayed sensitivity to cultural and linguistic needs of clients and families served
  • Maintained caseload of more than [Number] children in public schools and group home placements
  • Encouraged patients to discuss experiences in group and individual settings
  • Worked collaboratively with other mental health professionals to provide consistent care and minimize diversion
  • Taught patients how to properly use exercise techniques
  • Quickly built trust and rapport with clients to facilitate growth
  • Worked with prescribing professionals to get patients necessary medications
  • Used cognitive behavior therapy to assist youth in recognizing and redirecting poor habits
  • Collaborated with teachers to define therapy objectives and analyze progress
  • Assessed patient behavior, moods and other responses to determine correct diagnosis and devise treatment plans
  • Partnered with school administrators, teachers and parents or guardians to provide students with appropriate and adequate counseling support in school
  • Provided emergency response in crisis situations to diffuse tensions and prevent violence
  • Assessed student issues pertaining to depression, anxiety and physical abuse to resolve conflicts between students, peers and teachers
  • Partnered with physicians, social workers, activity therapists, nutritionists and case managers to develop and implement individualized care plans and documented all patient interactions and interventions in electronic charting systems
  • Educated patients and loved ones about different treatment options and outside care approaches, reducing burden on hospital resources
  • Trained new nurses in proper techniques, care standards, operational procedures and safety protocols to optimize performance and safety
  • Increased referral rates by providing excellent service and building meaningful relationships with patients and caregivers
  • Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process and management and lifestyle options
  • Provided skilled, timely and level-headed emergency response to critically-ill patients
  • Conducted ongoing monitoring and evaluations of behaviors and conditions, and updated clinical supervisors with current information
  • Facilitated therapeutic communication, conflict resolution and crisis intervention by redirecting negative behaviors and helping patients regain or improve coping abilities to prevent further disability
  • Performed ongoing assessments to evaluate mental health needs, working with multidisciplinary team to develop, initiate, manage and modify individualized plans of care
  • Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations
  • Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies
  • Educated patients and answered questions about health condition, prognosis and treatment
  • Delivered high level of quality care to diverse populations while overseeing patient admission and triaging based on acuity and appropriate department admission
Accomplishments
  • Used Microsoft Excel to develop client outcomes tracking spreadsheets
  • Managed and led a team of [Number] Retail Sales Associates
  • Received the "Top Credit Card Saleman" award after [18] months of employment
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Resume Overview

School Attended

  • Liberty University

Job Titles Held:

  • Service Excellence Center Supervisor
  • Therapeutic Mentor
  • Therapeutic Day Treatment Clinician

Degrees

  • M. A. : Professional Counseling
    B.S. : Psychology

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