Customer Service Sales Representative

HIBA KHURSHID

***** **** ****** ****, *******, TX 77072

Telephone: 832-***-****

E-mail: ***********@*****.***

SUMMARY

Dedicated and passionate service coordinator with one year of experience working for a behavioral health institute augmented by strong background with 7 years of customer experience

Work hard to build and foster positive working relationships, address conflict and crises head-on

Self-motivated with the ability to excel in a fast-paced environment; communicate effectively at all levels; manage competing priorities and adapt readily to new challenges

KEY SKILLS

Crisis Service Management and Prevention, CPR Certified, Leadership, HIPAA Guidelines, Service Planning, Team building, Excellent interpersonal skills, Presentation skills, Detail-oriented, Complaints and grievance documentation, appeals and negotiations

PROFESSIONAL EXPERIENCE

Texana Center (Behavioral Health Institute), Rosenberg, TX May 2015– May 2016

HCS LIDDA Service Coordinator I, IDD Authority Services Division

Conducted daily interviews for client services and maintained a monthly caseload of 45-50 MHMR (Mental Health & Mental Retardation) Participants in the Home and Community based Services (HCS) waiver program

Assisted adults in developing skills in the context of Psychosocial Rehab to promote stability and independence in the community

Assisted adults in developing skills in the context of Psychosocial Rehab to promote stability and independence in the community

Traveled within the Texana catchment area as needed for face to face visits

Prevented crisis, managed and educated individuals to available services and resources

Documented monitored progression reports approximately 150 notes per month for IDD Consumers and service team associated

Analyzing and identifying trends for complaints / grievances of individuals

Conducted and amended PDP/IPC annuals and revision meetings with Service Planning Team(SPT) based on individual/LAR preference

Developed annual Person-Directed Plans (PDP) of 4-10 individuals monthly, based on agency options prior to expiration date of IPC

Conducted transfer meetings in reference to LAR’s/Consumer preference on agency or CDS options

Maintained good rapport with the consumers, families, legal guardians agency personnel, and HCS providers

Reviewed the IPC/ IDRC’s in CARE for DADs approvals

Accomplishments

Achieved highest level of quarterly monitoring of individual/LARs level of satisfaction with their HCS and non-waiver resulting in 23 individuals from 45 case load in one month

Documented monitored interviews within the time frame of 7 Days, with success rate of 99.3% of the timeliness

AISHA Salon & SPA, Houston, TX March 2012- Oct 2015

Front Desk

Established customer panel for each beautician using specialty, personality and efficiency matrix

Resolved customer complaints by identifying problems and taking appropriate corrective actions- resulted in 15% increase in department efficiency

Redesigned Scheduling system for the Sugar branch by ensuring accuracy in appointments

Improved salon product sales by 20% through customer need identification matching to product line

Reduced salon expenses by 10% within in one year by identifying cost effective methods

Acted as an Assistant manager in absence of Salon Manager

Trained three groups of personnel for clerical work

Liaison for upper management and human resources

Barnes & Noble-Houston Community College, Houston, TX Jan 2009- March 2012

Cashier/Sales Representative

Received excellent performance evaluation due to random mysterious shopper audit

Identified and diversified food items for college students to increase sales by 3% weekly

Trained and oriented 3 new hires to assist with quality customer service

VOLUNTEER ACTIVITIES

Family Resource Point- Houston TX

Assisted to a group of 40, low income children with tutoring and extracurricular activities

Asian Pacific Islander Student Association (APISA)- Houston, TX

Event Planning-“Cancer Awareness Speaker” Fundraiser raised $900

CERTIFICATIONS

SAMA, CPR, Person Centered Thinking (PCT), Community First Choice (CFC), (PAS/HAB) Assessment for HCS and TxHML

EDUCATION

Bachelor of Science (B.S) in Psychology-University of Houston-Downtown December 2014

Dean’s List: Spring & Fall 2014

Honors: Awarded $1000 scholarship for Marsha Ann Ridge Foundation

Research Academia:

Conducted study to understand the role of “Own race and gender bias” in a diverse group of Students

COMPUTER SKILLS

Proficient in MS Office (Word, Excel, Outlook, PowerPoint), CARE, Anasazi, Adobe Photoshop CS6, Adobe Illustrator CS6

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