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Customer Service Mental Health

Appleton, Wisconsin, United States
May 30, 2017

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LaChelle Strutz

*** * ****** **. *** *

Appleton, WI 54915



Committed multi-tasking professional eager to obtain an Office Manager position with Technical Employment Service; offering 11+ years’ experience with accounts receivable & payable, budget and reconciliation and payroll with a track record of adherence to deadlines to ensure effective office operations.


Fox Valley Technical College -Associates of Science Degree

Major: Substance Abuse Counseling – May 2013

Hortonville High School

High School Diploma, June 2006

Professional Experience

Virtual Reservation Sales Specialist: Hilton Worldwide


Provide exceptional customer service to guests via inbound calls regarding current, past, and future reservations at all 13 Hilton brand hotels while utilizing the counselor approach to uncover guest needs, and in turn, increase guest experience and brand loyalty. By doing these things effectively, I have been able to meet and exceed expected corporate metrics, as well as receive consistently high scoring customer satisfaction survey scores.

Customer Service & Sales Representative: Time Warner Cable/Charter

Appleton, WI – 1/2016-12/2016

I assisted customers via inbound phone calls with requests ranging from scheduling appointments to billing, to most commonly, troubleshooting issues with customer’s equipment (e.g. various cable box models, DVR & whole home DVR networks, TWC apps on supported devices, wireless routers, TWC & customer owned & provisioned modems). I also set up new customer accounts and reviewed current subscriber services to ensure the best value and sales needs were met. I was consistently a top sales performer and received excellent customer satisfaction survey scores.

Office Manager: A-1 Heating & Air Conditioning

Hortonville, WI - 6/2004-12/2015

My career here started as file clerk & back up receptionist working as needed. As my knowledge in both the HVAC and administrative support industries grew, my skill s & familiarity with Quickbooks continuously increased, allowing me to take on additional responsibilities which led to multiple promotions during my 10 years with the company. I was promoted to my position as office manager in 2008, in which I coordinated all office and personnel duties. These responsibilities included but were not limited to, acting as a receptionist, bookkeeper, accountant, accounts payable & receivable clerk, file clerk, inventory & order analyst, payroll clerk, marketing & sales specialist, account management and new account acquisition, customer service representative, and anything else that needed to be done to keep the business profitable and running smoothly.

Crisis Program Supervisor: Lutheran Social Services

Appleton, WI - 8/2013-7/2014

Oversee the daily operations of an 8 bed CBRF crisis facility. This facility specializes in the stabilization of individuals with significant mental health and AODA concerns. The length of stay is typically less than 30 days, however I have had clients stay for as little as three hours and as long as three months. During their stay at the crisis facility, the client can expect to attend two groups daily and have 24/7 staff support. I review all new client referrals for appropriateness and ensure their needs are met during their stay. The client completes a crisis recovery plan within the first 24 hours of their stay, and these plans include goals that are encouraged to be worked on diligently throughout their stay. I meet regularly with county caseworkers and supervisors to ensure there is a quality continuum of care being provided. Goals and treatment plans are assessed on an on-going basis and reported on daily. I also manage a full set of staff at this facility and am responsible for ensuring they receive the most up to date, cutting edge training. Due to being a state licensed, I am aware and adhere to all state and federal codes to maintain constant compliance.

Residential Mental Health Program Supervisor: Lutheran Social Services

Appleton/Green Bay, WI - 4/2011-8/2013

I supervised the operations of four eight bed CBRF transitional placement homes in Brown & Outagamie County. Each home was fully occupied by clients with significant mental health diagnoses. Some clients I worked with in this position also managed a co-occurring AODA diagnosis. I was responsible for the management off over 30-40 staff members between the four homes, along with providing case management to the clients at the facilities. I wrote and facilitated all client treatment plans along with the collaboration of the client's county caseworkers. I also worked with Brown County to provide assessments of potential new clients and work each client through the recovery process. The goal of the programs was to provide a springboard for the clients to move to less restrictive environment.

Level 2 AODA & Dual Diagnosis Intern: Options Treatment Programs & Winnebago Mental Health Institute

Appleton/Oshkosh, WI - 8/2012 -6/2013

While completing my internship, I had the unique opportunity to learn in two very different treatments settings. I spent the first five months of my internship at Options Treatment Programs. As an outpatient treatment center, I co-facilitated numerous Intensive Outpatient groups, Relapse Prevention groups, and Early Intervention Groups. I also independently led groups and presented curriculum plans that I put together independently. I quickly became familiar with the different billing procedures between commercial insurance and private pay accounts versus clients funded and referred by Department of Corrections and WI counties. I am trained to screen and collect client urine analysis tests while ensuring adherence to numerous agency protocols and standards. I spent the second half of my internship at Winnebago Mental Health Institute, which is a locked, inpatient psychiatric hospital. I worked on the Youth Services Unit where worked with the substance abuse services team to provide care from intake to discharge for clients ranging from 3-18. I communicated with social workers, probation officers, and other care team collaterals regarding the progress of our mutual client to provide comprehensive case management


Adult AED & CPR Certified: American Red Cross: August 2015 – August 2017

CBRF Approved First Aid & Choking: American Red Cross: April 2011 – Present

CBRF State Approved Medication Administration: University of Wisconsin Oshkosh: May 2011 – Present

CBRF Approved Fire Safety: Fox Valley Technical College: May 2011 – Present

Psychological First Aid: American Red Cross, License 1048029: March 2014 – Present

CBRF Approved Standard Precautions: University of Wisconsin Oshkosh: April 2011 – Present

Non-Violent Crisis Intervention: CPI - Training and Consulting in Behavior Management: February 2013 – Present

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