Remote CSR
Resume:
DARRELL A. JOHNSON
EXPERIENCED MANAGER AND CUSTOMER SERVICE SPECIALIST
CONTACT
Hallandale Beach, FL 33009
***************@*******.***
PROFILE
A seasoned Manager that is accustomed to providing training and team collaboration. Former Behavioral Health Specialist that provided quality recovery services by collaborating effectively with team of clinicians, nurses and technicians in order to best assist patients with various behavioral problems including, substance abuse, mental instability and/or physical and emotional abuse. Participated in daily Treatment Team meetings with program manager, other BHT's, shift supervisors and psychiatrists to coordinate services. Observed and documented patient's behavior, reporting any changes in physical and mental states to medical staff. Skilled in data entry and use of various computer software programs to admit patients, update files and upload attachments in a timely manner.
SKILLS
COMMUNICATION
STRESS MANAGEMENT
TIME MANAGEMENT
EMPATHY
PROBLEM SOLVING
TEAMWORK
ADAPTABILITY
PATIENCE
ATTENTIVENESS
EXPERIENCE
AutoZone
2017- Current
Parts Service Manager: Responsible for assisting store management team with customer service, exceeding customer expectations and muse be able excel in a fast-paced environment. Delegating and completing store merchandising tasks and assisting management team with password authorization to process returns, price overrides, and resolve customer satisfaction situations.
KHI Solutions Inc
2021-2021
Work-from-Home: Remote Call Center Agent: I currently represent Indiana State Department of Health (IN211 Covid Resource Team [IDOH]). My responsibility is to provide Covid-19 test results status and provide instructions on CDC guidelines and practices for Indiana residents. I assist in providing Vaccine Certifications and replacement vaccination cards. Systems utilized: Strike Team Drive, NBS Dashboard, CHIRP vaccination portal, Virology Testing, Zotec, Indiana 211 dashboard Genesys web-based telephone system. I was recently assigned to Indiana (IN211 Vaccination Call Center [FSSA]). I provided vaccination information and scheduling upon being promoted. My responsibility was responding to calls from Indiana residents seeking vaccine-related information and assistance in scheduling vaccination appointments. Systems utilized: Genesys web-based telephone system, Panviva knowledge management system, Indiana’s Zotec vaccination scheduling tool, Microsoft Teams for internal communications.
Bahia Cabana Resort LLC
2012-2017
Rooms Division Manager: Worked in partnership with Guest Services, Reservations, Sales and Marketing, Housekeeping and Maintenance to ensure guest needs are determined and met regarding room requirements. Prepared department budgets and established measures to achieve or exceed to budgeted profit. Monitored level of service of each department while working to improve service. Ensured that all team members are trained on the technical services aspect of their position.
Sawgrass Grand Hotel
2010- 2014
Night Manager/Auditor: Responsible for serving as point of contact for regular and VIP guest. Provided oversight to the entire Front Office Operations, Night Audit and Hotel Safety/security. Handled the reservation process; welcomed guests; responded to complaint and resolution; and coordinated with other hotel employees to handle necessary end-of-day tasks.
Serenity House (Cooper City, FL)
2007-2010
Behavioral Health Tech: A Methadone Drug and Alcohol Detox Center. I worked as Mental Health Tech dealing with those struggling with alcohol or substance abuse problems (Adults and teens). Worked with doctors, nurses and other health professionals to provide care to patients suffering from a variety of behavioral conditions. Help to implement treatment plans and work one-on-one with patients at detox facilities.
South Florida Evaluation and Treatment Center (Miami)
2002-2007
U.T.R.S. II: I worked a Unit Treatment Residential Specialist for the State of Florida in a Forensic Psychiatric Hospital. Hands on direct personal care with adults with developmental disabilities and mental health and/or medical challenges who were court appointed for evaluation to stand trial. Conducts mental health interviews, screenings, and evaluations and determines appropriate mental health services and treatment plans to address an inmate’s specific mental health needs in accordance with the mission of the hospital health program and policies. Provide crisis intervention as needed. Complete and submit clinical documentation in accordance with hospital guidelines. Perform clerical duties such as processing documents, schedule appointments when needed, input data entry into the database system and responsible for transporting individual to outside appointments.
Bayview Mental Health (Miami, FL)
2000-2005
Mental Health Tech: House Supervisor; I adhered to housing unit rules and other resident responsibilities and assured safe operation of the units. Monitored residence and maintained compliance with facility rules, using good communication and kind interventions. Able to prioritize and organize work to meet the needs of the program and residents.
EDUCATION
Elkhart Central High School
1988-1992- HS Diploma
Miami Dade College
2003-2005 – AA Degree Social Work
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