Michelle Howard

Reliabilityand Responsibility at its finest.

*** ******** ****** - *********, ** 06615

adrl6y@r.postjobfree.com - 203-***-****

In applying for any position, I will be utilizing the skills I've learned throughout my years of working. I have worked in the Healthcare and Human Services field for 15+ years. I have more than enough knowledge in helping others find their way. In addition to the work I do now, I'm also with the back end of the financial checking Insurance and collecting co-pays. I wish to obtain a position with a company where I can use the knowledge I've picked up and the skills I've honed to continue helping those who really need it. Authorized to work in the US for any employer

WORK EXPERIENCE

Living Skills Instructor

Operation Hope - Fairfield, CT - November 2010 to Present Requirements:

• Associates Degree preferred.

• High School Diploma or General Education Diploma (GED).

• Behavior Paraprofessional (BHPP) or Behavioral Health Technician (BHT) status. Required Abilities and Attributes:

• Competent in basic computer skills including use of Microsoft Word and Outlook.

• Strong communication skills.

• Ability to adjust communication tactics to effectively communicate and establish rapport with a variety of client personalities.

• Ability to effectively facilitate client group meetings and discussions by keeping conversational flow in scope, soliciting client engagement and ensuring pertinent information is understood.

• Ability to communicate with clients, guardians, coworkers, case managers and clinicians.

• Ability to understand and utilize clinical language and terms in conversation and written documentation.

• Ability to drive safely, including 12 or 15 passenger vans.

• Ability to remain professionally detached when engaging emotionally escalated clients by remaining calm and perceiving client statements or behavior as ‘personal’.

• Ability to demonstrate adequate judgment in order to make clinically sound decisions and minimize client risk while in respite care.

• Must demonstrate creative problem solving abilities sufficient to navigate unique situations, dynamics, and logistics.

Responsibilities/Duties:

• Conceive and implement an appropriate activity schedule each weekend considering budget, developmental factors, age and gender.

• Manage a weekend budget for activities and groceries.

• Purchase groceries and supplies for the respite facility.

• Facilitate respite for a group 4-12 child and adolescent clients by establishing boundaries and expectations.

• Establish and maintain a safe environment in all settings including respite facilities, vehicles and public outings.

• Engage clients, encourage positive peer interactions and healthy socialization.

• Prompt for tasks of daily living.

• Redirect inappropriate behaviors.

• Seek positive resolutions to client conflicts and difficulties using professional behavioral health tactics and training.

• Utilize non-violent physical crisis intervention tactics if a client presents a danger to self or others.

• Transport clients to and from home in rural and urban areas.

• Be available for and participate in ongoing training.

• Facilitate information exchange regarding clients with internal personnel and external agencies including RMBHS staff, guardians, case managers and clinicians.

• Document client progress and capture accurate claims information in a concise, professional, and accurate manner.

• Maintain a clean facility and vehicle by doing laundry, dishes, and basic housekeeping tasks.

• Prompt and monitor the self-administration of medications. Physical Requirements:

• Frequent sitting, standing, walking, driving, bending, reaching, and grasping.

• Several hours using a computer per week.

• Lift and carry up to approximates 50 pounds.

• Able to drive safely, including 12 or 15 passenger vans.

• Able to endure summer heat for outside outings.

• Able to implement non-violent physical crisis intervention tactics if a client presents a danger to self or others.

• Able to visually observe client behavior.

• Able to hear, understand and interpret staff and client behavior.

• Able to read, understand and interpret written instructions.

• Able to communicate verbally and in writing.

Patient Liaison

Silver Hill Hospital - New Canaan, CT - January 2004 to November 2010 Requirements:

• High school diploma or general education degree (GED).

• 18 months experience in dealing with the public with an emphasis on customer relations.

• Computer knowledge.

• Ability to push or pull in excess of 50 lbs. to move patients or objects.

• Frequent walking, standing, sitting, stooping, and kneeling.

• Good communication, writing, telephone, and interpersonal skills.

• Demonstration of maturity, accountability, consideration and courteousness. Other skills and abilities:

• Ability to use intuition and experience to deal with unique situations.

• Develops alternative solutions as needed.

• Demonstrates attention to detail.

• Uses reason when dealing with emotional topics.

• Ability to work independently and remain calm in crisis situations.

• Identifies and resolves problems in a timely manner.

• Ability to work as a team with other employees and volunteers.

• Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Responsibilities/Duties:

• Greet patients, family, visitors, and staff upon arrival to area.

• Maintain record-keeping functions (registration book, computer database) to ensure the database and visitor book information is current.

• Keep up to date information on patient status and communicate information to family members regarding patient status, visiting opportunities, and physician meetings. Coordinate information exchange that might facilitate the treatment process.

• Recognize signs of persons experiencing stress or personal trauma and provide support. Offer to refer to Hospital Chaplain, Social Worker, Family House or other hospital resources, if necessary.

• Serves as a resource for volunteers, students, and other health care providers.

• Contact community resources and other pertinent sources on family's behalf. Provides information about the area and addresses questions and concerns.

• Serve as a primary coordinator for overnight stays in the designated area. Evaluate and assess individual family circumstances to determine priority for overnight stay.

• Provide comfort measures while waiting in lobby area: warm blankets, coffee/beverages, magazines, patient education material, etc.

• Note any important occurrences, visitor problems, facilities problems, etc. on the daily log with the time, date, and initials.

• Notify appropriate management: Patient Advocate/Off Shift Coordinator/Manager/Director of any accidents, problems or unusual happenings.

• Coordinate activities to ensure a pleasant environment for family members by reporting any maintenance needs and restocking supplies as needed.

• Provide access and maintain safety of designated area by opening and closing waiting area at designated times.

• Assists in improving patient satisfaction while keeping staff informed of any potential problems, anticipates families' needs and is proactive in resolving issues before they become major sources of concern.

• Maintain patient/family confidentiality at all times.

• Maintain proper attendance and reports to work on time or provides adequate notice to supervisory personal prior to absence to tardy, in accordance with Hospital and Unit policies.

• Display a caring and courteous attitude and represents the Hospital in a positive manner to all persons 100% of the time as monitored by supervision.

• Participate in meeting the goals and objectives of the work unit and the department to insure that the department contributes to the attainment of the Hospital's goals and objectives.

•Other duties as assigned.

Companion/Caregiver

Homemakers and Companions - Fairfield, CT - April 2009 to February 2010 Requirements:

• High school graduate or G.E.D certificate preferred.

• Completion of a written Competency Evaluation.

• Ability to read, write, speak and understand English as needed for the job.

• Possess a valid driver's license and have use of an insured automobile or access to adequate transportation for the job.

Responsibilities/Duties:

• Performs homemaking activities which include (but are not limited to): vacuuming, dusting, sweeping or mopping floors, doing dishes, changing bed linens, doing laundry and cleaning bathrooms.

• Prepares meals and snacks according to instructions. May shop for groceries.

• Provides companionship for the client. This includes accompanying client on walks, trips to social/recreational activities, assistance with hobbies, etc.

Customer Service Representative

Webloyalty - Shelton, CT - March 2005 to October 2006 Requirements:

• High school diploma, general education degree or equivalent.

• Knowledge of customer service principles and practices.

• Knowledge of relevant computer applications.

• Ability to type.

• Knowledge of administrative procedures.

• Numeric, oral and written language applications.

• Product knowledge.

Responsibilities/Duties:

• Resolve customer complaints via phone, email, mail, or social media.

• Use telephones to reach out to customers and verify account information.

• Greet customers warmly and ascertain problem or reason for calling.

• Cancel or upgrade accounts.

• Assist with placement of orders, refunds, or exchanges.

• Advise on company information.

• Take payment information and other pertinent information such as addresses and phone numbers.

• Place or cancel orders.

• Answer questions about warranties or terms of sale.

• Act as the company gatekeeper.

• Suggest solutions when a product malfunctions.

• Handle product recalls.

• Attempt to persuade customer to reconsider cancellation.

• Inform customer of deals and promotions.

• Sell products and services.

• Utilize computer technology to handle high call volumes.

• Work with customer service manager to ensure proper customer service is being delivered.

• Close out or open call records.

• Compile reports on overall customer satisfaction.

• Read from scripts.

• Handle changes in policies or renewals.

Accomplishments/Skills:

• Interpersonal skills.

• Communication skills - verbal and written.

• Listening skills.

• Problem analysis and problem-solving.

• Attention to detail and accuracy.

• Data collection and ordering.

• Customer service orientation.

• Adaptability.

• Initiative.

• Stress tolerance.

Customer Service Representative

Healthnet - Shelton, CT - October 2002 to November 2005 Requirements:

• High school diploma, general education degree or equivalent.

• Knowledge of customer service principles and practices.

• Knowledge of relevant computer applications.

• Ability to type.

• Knowledge of administrative procedures.

• Numeric, oral and written language applications.

• Product knowledge.

Responsibilities/Duties:

• Listen and respond to customers’ needs and concerns.

• Provide information about products and services.

• Take orders, determine charges, and oversee billing or payments.

• Review or make changes to customer accounts.

• Handle returns or complaints.

• Record details of customer contacts and actions taken.

• Research answers or solutions as needed.

• Refer customers to supervisors, managers, or others who can help.

• Listen to customers’ questions and concerns, and provide answers or responses.

• Provide information about products and services.

• Take orders, calculate charges, and process billing or payments.

• Review or make changes to customer accounts.

• Handle returns or complaints.

• Record details of customer contacts and actions taken.

• Review and select standard responses for answers or solutions.

• Refer customers to supervisors or more experienced employees.

• Customer service representatives answer questions or requests from customers or the public.They typically answer incoming phone calls, but some also interact with customers face to face, by email, or live chat. Accomplishments/Skills:

• Communication skills: Customer service representatives need strong communication skills to answer customers clearly. They must understand and communicate information effectively in writing, by phone, or in person.

• Customer-service skills: Companies rely on representatives to help retain customers by answering customer questions and complaints in a helpful and professional manner.

• Interpersonal skills: Creating positive interactions with customers is an essential part of a representative’s job.

• Listening skills: Representatives must listen carefully and understand a customer’s situation in order to help them.

• Patience: Workers should be patient and polite, especially when interacting with difficult or irate customers.

• Problem-solving skills: Representatives must determine solutions to a customer’s problem. By resolving issues effectively, representatives contribute to customer loyalty and retention. Customer Service Representative

Triligent - Trumbull, CT - April 2001 to September 2002 Requirements:

These occupations usually require a high school diploma and may require some vocational training or job- related course work. In some cases, an associate's or bachelor's degree could be needed. Responsibilities:

• Serves customers by providing product and service information; resolving product and service problems.

• Attracts potential customers by answering product and service questions; suggesting information about other products and services.

• Opens customer accounts by recording account information.

• Maintains customer records by updating account information.

• Resolves product or service problems by clarifying the 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.

• Maintains financial accounts by processing customer adjustments.

• Recommends potential products or services to management by collecting customer information and analyzing customer needs.

• Prepares product or service reports by collecting and analyzing customer information.

• Contributes to team effort by accomplishing related results as needed. Accomplishments/Skills:

• Customer service.

• Product knowledge.

• Quality focus.

• Problem solving.

• Market knowledge.

• Documentation skills.

• Listening.

• Phone skills.

• Resolving conflict.

• Multi-tasking.

• Analyzing information.

EDUCATION

Associates Degree in Human Services

Housatonic Community College - Bridgeport, CT

2012 to 2016

Certificate in Business Adm

Career Resources - Bridgeport, CT

1996 to 1997

High School Diploma in Business

Stratford High - Stratford, CT

1976 to 1979

SKILLS

Typing Expert (79-100 words per minute). Word Perfect, Lotus, PowerPoint, Excel, Microsoft Word.

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