Customer Service Representative
Resume:
Kylie R. Garst
Fort Carson, CO 80902
*****.******@*****.***
Skills and Expertise
●Assessment of client needs to include evaluation of complaint, crisis intervention, stabilization, and care coordination.
●Extensive knowledge of critical care concepts, initiatives, policies, procedures, and guidance
●Knowledge of care and resources relating to sexual assault and other acts of interpersonal violence.
●Establishes and maintains effective working relationships with the community helping agency's
●Budget management skills
●Client welfare liaison
●Evaluates program status to recommend and implement solutions for improvement
●Complex problems solving skills
●Ability to work well in stressful situations while incorporating tact and critical thinking skills
●Ability to analyze facts, identify courses of action, and make quick decisions
●Customer Service Skills; empathetic and skilled listener
●Knowledgeable in social science principles for the prevention, awareness, and response to sexual assault and Harassment
●5+ years of customer service and traveling experience.
Professional Experience:
Planet Fitness Assistant Manager
Date of Employment: 06/01/2020-12/2020
Planet Fitness Assistant Manager
Houston, TX
Demonstrated ability to provide excellent customer care standards while working in fast paced, high-stress workplace, all the while incorporating tact and critical thinking skills to ensure the highest level of customer care. Offered hands-on assistance to customers, assessing needs and maintaining knowledge of consumer preferences. Responsible for submitting reports to senior management to aid in business decision-making and planning. Supervised a team of 14 employees and provided feedback on performance. Monitored employee performance and develop improvement plans. Set and enforced policies focused on increasing team productivity and strengthening operational efficiency. Trained team members in successful strategies, exceptional customer service, and how to respond to customer concerns with friendly and knowledgeable service. Developed loyal and highly satisfied customer base through proactive management of team customer service strategies. Managed inventory control processes. Created organization systems for records management, inventory control, merchandising, financial reports, and employee schedules. Recruited and retained top talent, with a focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance. Kept work areas clean, organized and safe to promote efficiency and team safety. Developed and briefed new employee training and orientation. Planned team-building exercises to increase employee performance and job satisfaction. Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals. Onboarded new employees, including training, mentoring, and new hire documentation. Communicated with managers of other departments to resolve guest issues by identifying the source of complaint and formulating corrective actions.
Registered Behavior Technician
Date of employment: 05/13/2019-01/2020
Family Support Center RBT
Colorado Springs, CO
Promoted positive interactions of children with ADHD, Autism, and oppositional defiance behavior by using visual supports, simplifying communication, and utilizing stress scales to turn emotions into concrete concepts. Administrative functions to concur with procedures and policy to in-process clients correctly and efficiently. Using various office automation software, managing the intake and filing of clients' records with sensitive information and data that identifies medical conditions while using HIPPA standards for the utmost discretion in relation to sensitive information. Conducted functional behavior assessments, functional analysis, preference assessments, and assessments of basic learning and language skills to identify target behaviors and the purpose of negative behaviors. Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes. Used Central Reach to document patient information, progress notes and treatment plans. Implemented and established behavior strategies by setting rules, reiterating expectations, and rewarding good behavior for over 20 students. Completed required documentation for continued therapy coverage by insurance companies to meet deadlines. Advanced assessment and multitasking skills to include ongoing coordination with hospital staff to ensure the best possible outcomes for client care. Provided immediate complex problems solving and behavioral crisis intervention. Quick ability to analyze facts, identify courses of action and make fast decisions for immediate care and patient needs. Developed individual treatment goals based on history and diagnosis. Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning. Displayed sensitivity to cultural and linguistic needs of clients and families served. Facilitated group and individual therapy in outpatient setting. Directed family-centered, strengths-based, culturally competent, and individualized intakes and assessments. Ensure clients receive all needed guidance and emotional support during administrative, medical, and evaluation procedures. Transported clients to and from therapy sessions, medical appointments, and in-home assessments for care. Ensure clients and caregivers understand the processes involved and that data will be collected, reported, and maintained on cases.
Education/Training
40 credit hours RELIAS training for RBT certification
5-hour ethics and professional conduct training, 1-hour mandatory reporting training
Certified CPR/BLS
20 credit hours RELIAS training for caregiving, 1-hour ethics training, 1-hour sensitivity training
HIPPA Compliance training
15 hours NOVA Sexual Assault Victim Advocacy training courses
40-hour Air Force victim advocacy training
HIPPA Compliance training
Volunteer Work and Advocacy:
2016 – 2018 Volunteer Aviano AFB SAPR office
Volunteered with the Aviano AFB SAPR office for the opportunity to support survivors of rape and sexual assault and to become an active part of the movement to end sexual violence. Worked directly under the leadership of the 31st Fighter Wing SARC and Victim Advocates to assist in sexual assault prevention and awareness efforts. Cultivated a culture of respect through community-wide awareness, prevention education, and training. Assisted and volunteered over a span of two years to help with community outreach at information booths and SAPR briefings to provide reporting and care information to Airmen, spouses, and civilians. Provided relevant training strategies to educate the 31st Fighter Wing Airmen, Soldiers, and community on the adverse effects of sexual assault. Helped provide the Aviano community and Command with innovative concepts relating specifically to sexual assault and interpersonal violence. Worked in conjunction with all appropriate base community agencies to educate individuals affected by sexual assault how to receive immediate advocacy services. Helped with leadership training to increase awareness of sexual assault issues, high-risk behavior, victimology, and victim assistance programs.
References:
Charity Albritton
SARC
Aviano AFB, Italy
*******.*********@**.**.***
Chantinique Monroe
Registered Behavior Technician
Colorado Springs, CO
Deja Nicole
Social Worker at U.S. Department of Veterans Affairs
Colorado Springs, CO
*May contact any current or previous supervisors. Contact information available immediately upon request.
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