Service Excellence Center Supervisor Resume Example J. Crew

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 UniversityLynchburg, VA07/2014M. A.: Professional Counseling

Liberty UniversityLynchburg, VA05/2008B.S.: Psychology

Work History

J. Crew- Service Excellence Center Supervisor
Lynchburg, VA05/2009 - 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

Emmanuel Family Services- Therapeutic Mentor
Lynchburg, VA11/2011 - 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

Horizon Behavioral Health- Therapeutic Day Treatment Clinician
Lynchburg, VA10/2012 - 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

Resume Overview

Companies Worked For:

J. Crew
Emmanuel Family Services
Horizon Behavioral Health

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

Service Excellence Center Supervisor Resume Example

Resume Score: 80%

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