HW

HEATHER WATSON

ad2n3v@r.postjobfree.com +1-417-***-**** Carencro, Louisiana 70520

Summary

PROFESSIONAL Skilled Mental Health Technician with Health and Science degree and extensive SUMMARY mental health services background. Supported numerous patients in large residential treatment facility and played key role in achievement of positive patient outcomes. Excellent communications and patient management skills leading to desirable results Complaint Handling Behavior Observation Client Relations Adaptability and Flexibility Inspections and Reviews Medical Triage Facilities Inspection Geriatric Medicine Personnel Problem Management Medical Histories and Vital Tracking protocols Statistics Charting and Clinical Safety Behaviors Documentation Patient Health Information Access Interpersonal Skill Development Medication Side Effect Knowledge Mental Health Care Therapeutic Facilitation Supporting Medical Patients HIPAA Requirements Maintaining Safety Standards Patient Admission Continuous Quality Improvement Floor Assignments (CQI)pressure Gauges Physical Condition Assessments. Behavioral Health Health Plan Benefits Food Adversion Treatment Community Mental Health Eating Disorders Programs Inpatient Treatment Team Meetings Health Management Instruction Crisis Resolution Encouragement and Motivation Community Re-Entry Planning psychological Therapy Medical Terminology Knowledge Treatments Needs Assessment Activities of Daily Living (ADL) Sustainable Systems Assistance Coordinating Care Admitting and Discharging patient Intervention patient Interviews Developmental Disability Intake Assessment Rehabilitation Recreational Activity planning psychiatric Disorders Domestic Violence Assistance Excellent Customer Service Skills

Skills

Customer Success Management

Data Management

Customer Service Excellence

Report Generation

Shipping and Receiving Understanding

De-Escalation Techniques

Promotional Support

Account Management

Needs Assessment

Direct Sales

Call Documentation

Customer Service

Quality Control

Regulatory Compliance

Order Processing

Call Center Operations

Understanding Customer Needs

CRM Software

Raiser's Edge

Calm Under Pressure

Microsoft Office Expertise

Employee Coaching

Report Creation

Order and Refund Processing

Contract Development

Salesforce CRM

Product Sales

Route Management

Customer Retention Strategies

Inbound and Outbound Calling

Service Upselling

Product Knowledge

Policies and Procedures Adherence

Account Updates

Work Prioritization

Business Development Understanding

Professional Telephone Demeanor

Customer Relationship Management (CRM)

Customer Account Management

LiveChat Messaging

Teamwork and Collaboration

Data Entry

Experience

Heritage Publishing Conway, AR LeadCSR06/2018 - 08/2023

Resolved product or service problems by clarifying customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Liaised with quality assurance teams to test new software and hardware solutions.

Trained new customer service representatives on company policies and procedures.

Maintained and exceeded performance and quality standards, meeting customer support objectives.

Provided top quality control and eliminated downtime to maximize revenue.

Analyzed customer complaints and service trends to identify and correct systematic issues.

Supported sales team members to drive growth and development.

Conferred with customers by telephone or in person to provide information about products or services and take orders.

Escalated calls to solve problems and drive customer satisfaction.

HOUSEKEEPING SERVICES, White River Resort Mountain View, ARHEAD06/2019 - 04/2021

Communicated repair needs to maintenance staff

Trained and mentored all new personnel to maximize quality of service and performance

Disposed of trash and recyclables each day to avoid waste buildup

Placed orders for housekeeping supplies and guest toiletries

Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements

Restocked room supplies such as facial tissues for personal touch with every job

Worked with front desk to respond promptly to all guest requests

Managed laundry sorting, washing, dry ng and ironing

Completed schedules, shift reports and other business documentation

Kept building entryway glass clean and polished for professional presentation.

Education and Training

Southern New Hampshire University Hooksett, NH Bachelor of Science in Psychology

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