ALANA BURGESS

**** ****** ***** **** *********, NC, 28269 704-***-**** ad1sz8@r.postjobfree.com

CAREER OBJECTIVE

Hard-working professional with 8.5+ years of experience and proven knowledge of customer service, workflow planning, and customer communications. Aiming to leverage my skills to successfully fill the role at your company.

EXPERIENCE

Intell America llc, Charlotte, NC

Customer service Representative, Feb 2021 - Present

• Conference with customers by telephone or in person to provide information about products or services, take

or enter orders, cancel accounts, or obtain details of complaints.

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise,

refunding money, or adjusting bills.

• Record guest comments or complaints, referring customers to managers as necessary.

• Review accounts and charges with guests during the check out process.

• Verify customers' credit, and establish how the customer will pay for the accommodation.

• Make and confirm reservations.

• Answer inquiries pertaining to hotel services, guest registration, and travel directions, or make

recommendations regarding shopping, dining, or entertainment.

Elon Home, Matthews, NC

Residential Advisor, Aug 2019 - Feb 2020

• Enforced rules and regulations to ensure the smooth and orderly operation of dormitory programs.

• Made regular rounds to ensure that residents and areas are safe and secure.

• Communicated with other staff to resolve problems with individual students.

• Administered, coordinated, or recommended disciplinary and corrective actions.

• Supervised, trained, and evaluated residence hall staff, including resident assistants, participants in

work-study programs and other student workers.

• Directed and participated in on- and off-campus recreational activities for residents of institutions,children's

homes, or similar establishments.

New York City Department Of Mental Health., bronx

Counselor, Mar 2016 - Mar 2019

• Maintained confidentiality of records relating to clients' treatment.

• Guided clients in the development of skills or strategies for dealing with their problems.

• Refered patients, clients, or family members to community resources or to specialists as necessary.

• Planed or conduct programs to prevent substance abuse or improve community health or counseling services.

• Monitored clients' use of medications.

• Learned about new developments in counseling by reading professional literature, attending courses and

seminars, or establishing and maintaining contact with other social service agencies.

• Coordinated or direct employee workshops, courses, or training about mental health issues.

Lifespear, Bronx, NY

Counselor, Jan 2016 - Dec 2016

• Completed and maintained accurate records or reports regarding the patients' histories and progress, services

provided, or other required information.

• Counseled clients or patients, individually or in group sessions, to assist in overcoming dependencies,

adjusting to life, or making changes.

• Met with families, probation officers, police, or other interested parties to exchange necessary information

during the treatment process.

• Discussed with individual patients their plans for life after leaving therapy.

• Evaluated the effectiveness of counseling programs on clients' progress in resolving identified problems and

moving towards defined objectives.

• Developed and implemented treatment plans based on clinical experience and knowledge.

Volunteers of America at Keener Assessment, Wards Island, NY

Case Manager, Nov 2011 - Sep 2014

• Counseled individuals, groups, families, or communities regarding issues including mental health, poverty,

unemployment, substance abuse, physical abuse, rehabilitation, social adjustment, child care, or medical care.

• Served as liaisons between students, homes, schools, family services, child guidance clinics, courts,

protective services, doctors, and other contacts, to help children who face problems such as disabilities,

abuse, or poverty.

• Consulted with parents, teachers, and other school personnel to determine causes of problems such as truancy

and misbehavior, and to implement solutions.

• Provided and arranged for support services, such as child care, homemaker service, prenatal care, substance

abuse treatment, job training, counseling, or parenting classes, to prevent more serious problems from

developing.

• Maintained case history records and prepare reports.

• Department Management

• Time Management

EDUCATION

College of New Rochelle

New Rochelle, NY

Bachelor of Science (B.S.) Psychology (May 2015)

ADDITIONAL SKILLS

REFERENCES

References available upon request

Contact this candidate