Customer Service Behavioral Health

Kellie Redington

Address: San Antonio, TX *****

Phone: 210-***-**** Email: ********@*****.***

Health Advisor Personal Banker Manager

A multifaceted business professional with a passion for behavioral health, customer service, and personal development.

Articulate communicator with exceptional mentoring skills in transforming a low performing team to a high caliber work. Proven abilities to understand people's psychology backed by confidence to interact with individuals at all levels. Exceptional communication, presentation & interpersonal skills to grasp new concepts quickly and constructively utilize the same.

Skill Areas: Strategic & Operations Planning Business Development Salesforce Key Account Management Presentations P & L Management Process Improvement Cross Function Team Leadership Competitive Analysis Training Sales Promotion Customer Service Problem-Solving Leadership Strong Interpersonal Skills Analytical Skills Client Relationship Management Team Management

PROFESSIONAL EXPERIENCE

Research Analyst \ 05/2022 to Current

Pened Credit Union – San Antonio, TX

®Research, resolve and respond to a wide variety of complex problems and inquiries for PenFed members and other PenFed business units related to PenFed loan and deposit accounts, account ownership, Individual Retirement Accounts, online and mobile app technical support, etc.

®Respond to a high volume of live chat and member emails regarding share and loan products and accounts, ensuring quality member service. Utilize effective professional writing to resolve inquiries with the utmost professionalism and member care.

®Perform monetary and/or specialized account maintenance in PenFed systems in response to member requests

®Provide training and answer Member Service Representative (MSR) and Branch telephone inquiries

®Regularly consider and approve applications to establish and maintain Trust, Representative Payee, Power of Attorney, Organizational/Public Unit, VUTMA and other like accounts.

®Utilize in-depth knowledge and experience to look for opportunities to recommend changes that will streamline processes, improve efficiency, and push the business forward.

®Provide technical support to members using, PenFed Online, Mobile and NetMember.

®Utilize effective professional writing to resolve inquiries with the utmost professionalism and member care.

®Utilize a wide range or proprietary and vendor computer applications including DOS-based systems.

®Meet cross-selling and productivity metrics each month.

®Maintain working knowledge of PenFed deposit, credit cards and loan products.

Member Service Representative \ 09/2021 to 05/2022

Pened Credit Union – San Antonio, TX

®Answer in-bound calls and accurately complete requested transactions regarding deposit products.

®Provide a Best-in-Class member experience in all member interactions.

®Answer member inquiries via chat functionality and outbound calls.

®Calmly research, resolve and de-escalate member questions or issues.

®Update member records and document member calls.

®Act as a liaison between members and various departments.

®Educate members on PenFed products and services to best support their financial goals.

®Efficiently navigate multiple banking platforms via internet browsers and other software.

®Participate in team meetings to ensure objectives being met.

®Meet cross-selling and productivity metrics each month.

®Maintain working knowledge of PenFed deposit, credit cards and loan products.

Risk Manager \ 11/2020 to 09/2021

Starlite Recovery Center – Center Point, TX

®Direct and oversee the risk management program in collaboration with the corporate risk manager designee.

®Investigate and analyze actual and potential risks in the facility; assess liability and probability of legal action for potential notification. Implement, educate, and encourage incident reporting system throughout the facility.

®Monitor and analyze program performance data to determine program effectiveness and identify opportunities for improvement. Ensure compliance with all administrative requirements.

®Analyze and evaluate the effectiveness of programs or operations in meeting established goals and objectives in compliance with facility policy.

®Responsible for identifying high-risk areas that could cause harm to persons receiving services, visitors, and employees. Collaborate with the clinical staff and management for prevention of clinical risks throughout the facility.

®Develop and lead educational activities to enhance the clinical understanding and utilization of the Full Disclosure process.

® Provide staff management - including hiring, development, training, performance management and communication to ensure effective and efficient department operation.

®Create and implement policies and procedures that improve both patient care and employee safety.

Behavioral Health Associate 01/2020 to 11/2020

Starlite Recovery Center – Center Point, TX.

®Provide care and close supervision of facility adolescent patients while documenting behavior.

®Develop positive relationships with patients and co-workers.

®Follow facility policies and procedures implementing treatment plans and provide crisis intervention as necessary.

®Participate as part of the treatment team, providing continuous patient care, supervision, and interaction.

®Act as a role model in using appropriate counseling skills by de-escalating aggression, using listening skills, using the right tone and volume of voice, providing a high frequency and variety of positive reinforcements, maintaining appropriate boundaries, and promoting a positive peer culture.

®Designed and implemented the strategy that fulfills the objectives, maximizes revenues, profits, and market share of the company while streamlining overall operations pertaining to business development, and customer service

®Outlined the long-term vision and goals for each account mapped with short-term strategies and action plans to achieve the goals

®Established and nurtured productive relationships with the key decision-makers to further strategic goals and increased sales opportunities

Office Manager 05/2009 to 01/2020

McPherson Family Partners – San Antonio, TX

®Cultivate long-term relationships with oil and gas industry clients to address their needs and provide insightful solutions.

®Take reservations and schedule accommodations for private parties hunting, and tenants living on rental properties.

®Planned and established office management systems, achieving enhanced organizational effectiveness and performance.

®Ensured that office processes were standardized, communications were regulated, filing systems were created, supply orders were handled, and administrative tasks were appropriately distributed and overseen.

®Designed and implemented the strategy that fulfills the objectives, maximizing revenues, profits, and market share of the company while streamlining overall operations about sales & marketing and business development

®Established communication and rapport with key accounts to service, enhanced design, and quality improvements

Health Advisor 06/2014 to 04/2016

UNITEDHEALTH GROUP – San Antonio, TX

®Supported Worked closely with members while verifying plan benefits.

®Conducted in-depth research into claim issues and identify appropriate departments for satisfactory and timely answers

®Contacted physician's offices for members to obtain proper medical codes

®Strategically planned & conceptualized creative, out-of-the-box strategies to enhance corporate business accounts; developed a rapport with regional distributors and area representatives for improved customer service

®Worked with other departments to ensure alignment of company goals, as set by senior management and ensured that the business growth strategies are met

Associate Personal Banker 03/2006 to 04/2009

AMEGY BANK – San Antonio, TX

®Served as the key holder of the bank to complete timely daily opening and closing functions and evaluate client accounts' weekly performance and accuracy.

® Partnered with peers to create all new account documentation and processing and support existing clients to grow the financial portfolio.

®Consulted with customers to understand their desires and suggest the best products to meet their needs.

®Cashed checks, made deposits, and supervised tellers.

®Planned & conceptualized various strategies to achieve business goals aimed towards the growth in business volumes as well as profitability.

PROFESSIONAL DEVELOPMENT & CREDENTIALS

Bachelor of Arts: Psychology Aug 2016, Texas State University-San Marcos, TX

Minor in Sociology

Associate of Arts: Human Resources, Dec 2009, University of Incarnate Word

Certified Missions Ministry, May 2000, Rhema Bible College - Tulsa, OK

Contact this candidate