Customer Service Call Center
Resume:
Yolanda Collins
Aurora, IL *****
******************@*****.***
To obtain a position within an organization which will utilize my experience, skills, and education while providing opportunities for professional growth.
Work Experience
Customer Service Representative
Instawork - Aurora, IL
August 2021 to Present
• Determines requirements by working with customers.
• Answers inquiries by clarifying desired information by researching, locating, and providing information.
• Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions, and forwarding requests.
• Sells additional services by recognizing opportunities to up-sell accounts, and explains new features.
• Maintains call center database by entering information. Keeps equipment operational by following established procedures, and reporting malfunctions.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments.
• Managed customer accounts
• Conducted customer service surveys
• Handled reservations
• Resolved customer issues
• Responded to inquiries and issues
• Worked in the inbound call center
Community Support Worker
Pillars Community Health - Western Springs, IL
February 2020 to April 2021
• Provided support to people with mental and/or physical restrictions or disabilities.
• Maximized and promoted independence in the home and community setting.
• Developing & reviewing members' Individual Treatment Plans
• Developing resources within the agency and/or community.
• Working in cooperation with the psychiatrist, other team members, the member, their support systems, collaborating agencies, and inpatient hospital staff.
• Assisting members in building a natural support team for treatment, recovery, and relapse prevention.
• Teaching members independent and community living skills, as well as developing functional, interpersonal, support system and coping skills.
Community Support Specialist
Thresholds - Chicago, IL
May 2006 to February 2020
• Assisting potential members with mental health issues in the application process.
• Performs comprehensive member assessments, in order to identify member's mental health service needs and make recommendations for treatment.
• Developing & reviewing members' Individual Treatment Plans
• Developing resources within the agency and/or community.
• Working in cooperation with the psychiatrist, other team members, the member, their support systems, collaborating agencies, and inpatient hospital staff.
• Identifying risk factors related to relapse prevention plans and strategies.
• Assisting members in building a natural support team for treatment, recovery, and relapse prevention.
• Teaching members independent and community living skills, as well as developing functional, interpersonal, support system and coping skills.
• Monitoring self-administration of medication.
• Assuring that all Thresholds procedures regarding the handling of member's funds are followed.
• Providing group counseling/therapy, case management, job support, and psycho- social rehabilitation services; performing and participating in crisis intervention.
• Meeting required billing targets and completing all documentation. Child Care Worker
Illinois Masonic Children's Homes - LaGrange, IL, US February 2001 to May 2006
• Providing assistance learning independent living and housekeeping skills.
• Providing education and direction on proper hygiene and grooming.
• Monitoring overall personal safety including crisis intervention.
• Participating in and encouraging with individual and group recreational activities.
• Monitoring medication adherence and effectiveness.
• Facilitating transportation and assisting in attending all scheduled appointments.
• Maintaining environmental standards in residential facilities and vehicles.
• Maintaining records and assisting in managing clients' financial accounts. Education
Bachelor's Degree in Psychology
Roosevelt University - Chicago, IL
June 2003
Associate's Degree in Psychology
Triton College - River Grove, IL
June 2000
Proviso East High School - Maywood, IL
June 1993
Skills
• Microsoft Office (10+ years)
• Individual / Group Counseling
• Group Therapy
• Crisis Intervention
• Case Management
• Behavioral Therapy
• Motivational Interviewing
• Social Work
• Behavioral Health
• Medication Administration
• Intake Experience
• Documentation review
• Conflict Management
• Experience with children
• Customer service
• Computer skills
• Typing
• Windows
• Caregiving
Certifications and Licenses
CPR Certification
Food Handler Certification
Contact this candidate