Customer Service Call Center
Resume:
KELLSEY
BANKS
**********@*****.***
Temple Hills, MD 20748
SKILLS
Office Reception
Problem-Solving Skills
Mental Health Support
Social Behaviors
Client Documentation
Life skills counseling
Professional demeanor
Data entry
Excellent grammar
Dependable and Responsible
MS Office
Team building
Customer Service
Team Leadership
EDUCATION
University of District of Columbia
Washington DC • 07/2012
Certificate : Medical Assisting
Completed professional development in Medical Assisting
Received Certificate
Keystone Job Corps
Drums • 08/2005
GED
Completed professional development in Business office Technology
Completed professional development in Culinary Arts
Received certificate in Business office Technology and Culinary Arts
PROFESSIONAL SUMMARY
Compassionate helping others develop important skills in self-care, nutrition and social interaction. Uses instruction and hands-on support to model positive behaviors and train in important techniques like grooming and paying bills. Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
WORK HISTORY
Cornerstone Montgomery - Life Skill Counselor
Bethesda, MD • 03/2019 - Current
Modeled positive behavior skills as well as good problem-solving and relationship-building abilities to improve clients' social integration.
Helped clients to identify challenges and set goals.
Customized strategies based on individuals' goals and strengths and offered each with positive reinforcement to continue progress against goals.
Coached over 35 clients through difficult life circumstances.
Educated clients about important nutritional habits and how to plan healthy meals.
Taught individuals with learning or physical difficulties to use technology such as computers, tablets and mobile phones
Facilitated sessions in person and over phone
Vesta INC - Community Integration Specialist
Waldorf, MD • 10/2017 - 07/2019
Offered supportive counseling and crisis intervention to over 20 individuals in crisis.
Collaborated with mental health professionals to coordinate comprehensive care for clients.
Maintained client records to document assessment, treatment plans and progress.
Worked with over 20 family members to develop support networks and multifaceted coping techniques focused on client needs.
Utilized motivational interviewing techniques to increase client engagement in treatment.
Delivered individualized counseling services to clients working through issues such as mental illness and substance abuse.
Evaluated patients based on mental and physical parameters discovered through interviews and standardized assessments.
Catholic Charities - Personal Supports Counselor/Residential Rehabilitation Counselor
Washington, DC • 07/2016 - 05/2018
Monitored and documented 8 to 10 client progress toward meeting goals and objectives.
Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills.
Encouraged clients to develop self-advocacy skills and to become active participants in their own treatment plans.
Resolved conflicts by performing in-time crisis intervention and enforcing discipline and behavior metrics.
Assisted 8 to 10 residents in adhering to treatment plans by setting up medical appointments, arranging transportation, coordinating services, and providing emotional support.
Delivered frequent summaries on resident progression and regression in treatment to provide recommendations towards treatment plan for success.
Developed and maintained relationships with community resources to provide additional support services
Renoxx Caregivers - Autism Behavioral Support Technician
Lanham, MD • 11/2015 - 03/2018
Utilized variety of methods, skills and tools to provide direct behavior support to students on caseload.
Delivered evidence-based practices to deliver high levels of behavioral and academic expectations for students.
Developed intervention support plans for students to build behavioral skill capacity and preserve student access to instruction.
Developed and maintained positive relationships with students to create safe and supportive environment.
Worked with 3 to 4 students one-on-one with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
Guided students in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT)
Displayed sensitivity to cultural and linguistic needs of students and families served
Katie Able Foundation - Administrative Assistant Intern
Largo, MD • 08/2009 - 07/2014
Assisted with organization and maintenance of office filing system for easy retrieval of information.
Maintained confidentiality and security of sensitive information to protect privacy and security of company data.
Prepared and edited documents and reports for quality and accuracy.
Monitored office supplies and ordered low-stock items to prevent unexpected shortages.
Greeted 20 to 30 incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Received and screened incoming calls, emails and visitors and alerted administrative manager to priority matters.
Maintained tidy and professional office space to give positive first impression to visitors.
Arc Of Prince George's County - Direct Support Professional/Personal Supports Counselor/Overnight Residential Counselor
Laurel, MD • 09/2006 - 07/2009
Assisted developmental disabled individuals to support independence and well-being.
Administered medication as directed by physician.
Assisted individuals with daily living needs to maintain self-esteem and general wellness.
Encouraged and supported individuals to participate in recreational and leisure activities to promote social interactions and reduce loneliness.
Assisted 5 to 6 individuals with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
Assisted with daily living activities, running errands, and household chores.
Cooked meals and assisted patients with eating tasks to support healthy nutrition.
.
Contact this candidate