Dynamic Teleservice & Crisis Support Specialist
Resume:
Shauntell Hudson
Vacaville, CA ***** 510-***-**** ***************@*****.***
PROFESSIONAL
SUMMARY
Dynamic Teleservice Representative at Kaiser Permanente with expertise in CRM software and crisis intervention. Proven track record of enhancing customer satisfaction through tailored solutions and effective conflict resolution. Skilled in behavior observation and management, consistently exceeding performance metrics while fostering positive relationships with clients. Committed to delivering exceptional service and support.
SKILLS • Goal oriented
• Computer skills
• CRM software
• Call handling
• De-escalation techniques
• Behavior observation
• Behavior management
• Crisis intervention
• Treatment Planning
WORK HISTORY TELESERVICE REPRESENTATIVE 04/2016 to 04/2025 Kaiser Permanente Vallejo, CA
Retained customers facing cancellation challenges by listening empathetically and proposing tailored solutions that met their needs.
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• Minimized escalations by identifying and addressing client needs. Prioritized workload effectively under pressure while maintaining a calm disposition during peak call periods.
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Managed multiple priorities simultaneously, ensuring timely completion of tasks and meeting deadlines consistently.
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Reduced escalations by effectively resolving conflicts through active listening, problem-solving skills, and professional demeanor during difficult conversations.
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Navigated complex software systems to access customer information quickly and accurately during calls.
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Contributed positively to the workplace culture by actively participating in team meetings, sharing ideas, and supporting colleagues when
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Delivered single call resolutions and maintained customer satisfaction through quality servicing.
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Demonstrated adaptability through continuous learning of new products, services, or policy updates as required.
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MENTAL HEALTH TECHNICIAN 03/2007 to 06/2015
Anka Behavioral Health Vallejo, CA
• Performed scheduled patient safety checks and documented results to S H
establish patients' well-being.
Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive
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Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
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Developed strong rapport with patients, establishing trust and fostering positive relationships conducive to healing.
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Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
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Educated patients on coping strategies and self-help techniques to better manage their mental health symptoms.
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Improved patient well-being by providing compassionate care and support during their mental health journey.
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Promoted a safe, therapeutic environment by enforcing facility policies and maintaining patient confidentiality at all times.
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Supported families in understanding their loved one''s mental health condition and provided resources for ongoing support.
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Implemented group therapy sessions, facilitating open communication and fostering a supportive community among patients.
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Empowered patients by setting realistic goals, encouraging personal growth, and celebrating achievements throughout the recovery process.
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EDUCATION High School Diploma Diploma 06/2004
Hogan Senior High, Vallejo, CA
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