Mental Health Customer Service

Kimberly Biggs Roberson

**** ***** ***** *********, **

Phone: 404-***-****

Email: *********@*****.***

Overview

Dynamic professional with fourteen plus years of combined experience in Sales, Operations, Behavioral Therapy, and Education. Proven ability to consistently accomplish goals while also training and developing others. A strategic, organized, dependable, and energetic collaborator who has the proven ability to effectively implement strategic initiatives. Also dependable, trustworthy, and ethical professional who takes pride in building business excellence, brand awareness, and product loyalty through customer focus and integrity.

Education & Certification

2006 B.A College of Arts, Humanities & Social Science- North Carolina A&T State University

Maternal Mental Health Certification

Certified Life Coach

Hospitality Training Classes-2016

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Experience

Autism Center Manager

H bridge, Georgia

Six month contract September-March

Oversaw the day-to-day operations of a busy autism center, including staff management, program development, and budget administration.

Implemented evidence-based practices and tailored interventions to meet the unique needs of each client, resulting in improved outcomes and satisfaction.

Led a multidisciplinary team of clinicians, therapists, and support staff, providing guidance, supervision, and training to ensure high-quality services.

Developed and maintained partnerships with community organizations, schools, and healthcare providers to enhance collaboration and referral networks.

Monitored and evaluated program effectiveness, collecting and analyzing data to inform decision-making and drive continuous improvement initiatives.

Ensured compliance with regulatory requirements and accreditation standards, maintaining documentation and records as per legal and

Collaborated with families, educators, and other professionals to coordinate services and support across different settings.

Participated in interdisciplinary team meetings and case conferences to review client progress, share insights, and develop comprehensive

Skills:

Leadership and Team Management

Program Development and Implementation

Clinical Supervision and Training

Applied Behavior Analysis (ABA)

Collaboration and Partnership Building

Data Analysis and Program Evaluation

Regulatory Compliance and Documentation

Interpersonal and Communication Skills

I Am Dispatch LLC June 2019 to Present Atlanta, GA

Sales Manager

Consistently achieve or surpass sales goals by deploying strategies centered on building strong client relationships and executing our sales plan.

Schedule and trained workers on activities while providing leadership and direction to company drivers and other operations staff.

Developed employee training program and materials resulting in increased customer service and sales growth of 8% annually.

Acquire new accounts by researching the market and presenting our value proposition to customers.

Develop, train, and implement to standards and practices to drive operational excellence.

Drive results for sales and operational targets by focusing on research and data analysis.

Responsible for developing a high performing team through ongoing development.

Set specific and measurable action items to help the team to achieve their goals.

Create employee performance-based evaluations and materials for all positions.

Responsible for the implementation and execution of marketing strategies.

Responsible for setting target sales goals and business growth forecasts.

Consult sales leaders on solutions to drive productivity and efficiency.

Review, assess, and provide input on additional revenue opportunities.

Conduct exit interviews to learn and provide feedback on retention.

Create company handbook for new and existing employees.

Coached employees on being strategic in daily activities.

North and South Enterprise (TDH) April 2015 to June 2019 Atlanta, GA

Operational Specialist

Recruited, trained, developed, and retained a team of high performing hospitality field employees.

Accessed, entered, and maintained information using various computer applications.

Review financial plans and profit goals to establish weekly metrics for success.

Responsible for monthly budgets for all departments for multiple restaurants.

Participated in sales meetings and delivered presentations to executives.

Responsible for addressing and resolving any customer service issues.

Staff scheduling, Inventory control, Purchasing, payroll processing.

Managed communication with suppliers and vendors.

Skills

Leadership

Operational Excellence

Sales

Training & Development

Strategic Thinking

Relationship Management

Compliant

Integrity

Motivated

Time Management

Multi-tasking

Problem Solving

Process Improvement

Teamwork

Commitment

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Children’s Healthcare of Atlanta 2008 to 2014 Atlanta, GA

Behavioral Therapist- 2009 to 2014 (Promotion)

Designed Effective Therapy programs based on clients’ individual needs.

Completed progress reports based upon the client's individual plan.

Accurately recorded data on the child's progress through charting and graphing

Maintained effective communication with family members at all times.

Conducted Training Workshops in relation to the benefits and evaluation of behavioral programs.

Collaborated with the project coordinator in relation to the assignment of therapy programs for patients.

Improved functional skills, promoted emotional health and physical wellbeing.

Completed daily applicable paperwork and treatment plan goals

Behavioral Analysis- 2008 to 2009

Extensive experience in treating Children with Developmental and Behavioral Problems.

Assisted with implementation of the patient's daily schedule of therapeutic activities with attention to the patient's safety and level of adaptive skills.

Intervened as needed according to behavioral training and protocols to maintain safety.

Assisted in preparing for and conduction of pre-admission and follow-up assessments, baseline and treatment sessions and parent training sessions.

Aided in the implementation of skill training programs incorporated into the client's daily schedule of activities. Review and implement behavior management protocols on a daily basis; provide daily record of client care activities; collect accurate data on specified behavior.

Assisted in training of staff regarding data collection for assessment and treatment protocols.

Train Staff on Knowledge of Cognitive and Emotional Developmental Procedures.

Analyzed and Diagnose Behavioral Disorders.

Assisted Clients in Developing Necessary Skills.

Maintained sensitive client data and documents.

Effectively communicated with family members.

Implemented Treatment Programs.

Childcare Network 2007 to 2008

Pre-K Teacher

Created educational plans for preschool students that enabled them to be actively engaged learning.

Gave full educational instruction to children ages 4 to 5.

Communicated with parents as part of "open door" policy.

Provided lessons weekly based on the BEKA curriculum.

Assisted other teaching staff with their lesson plans.

Carefully monitored children's play activities.

References Available Upon Request

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