Crisis Support & Behavioral Health Specialist

Lakeetha Pace

Alvin, TX *****

346-***-**** - *************@*****.***

Core Skills

• Crisis Intervention Support • Active Listening & De-escalation

• High-Volume Phone Support • Safety Assessment Awareness

• Community Resource Referral • Mandated Reporting Awareness

• Conflict Resolution Client Documentation & Case

Reporting

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Behavioral Health Support

Environment

• • Community Outreach

• Empathy & Emotional Support • Team Collaboration

• Attention to Detail • Data Entry & Documentation

• Problem Solving

Professional Summary

Compassionate and highly attentive professional with experience in client support, behavioral health environments, and community outreach. Skilled in crisis response, conflict resolution, active listening, and assisting individuals in high-stress situations. Experienced handling high-volume phone interactions, conducting needs assessments, documenting client interactions, and connecting individuals to appropriate resources. Strong commitment to supporting vulnerable populations while maintaining confidentiality, accuracy, and professionalism. Proven ability to remain calm under pressure while providing empathetic support and effective problem solving. Professional Experience

05/2024 to Current Data Analyst

Empyrean Benefits Solutions – Houston, TX

Produced detailed reports using advanced Excel functions to support operational decision making.

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Maintained accurate documentation and data records while adhering to strict compliance standards.

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Collaborated with cross-functional teams to resolve issues and improve service delivery processes.

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Demonstrated strong analytical and problem-solving skills in high-pressure environments requiring accuracy and efficiency.

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05/2021 to 04/2024 Operations Remote Management / Customer Support United Healthcare – Durant, OK

Managed high-volume inbound calls, assisting clients with insurance inquiries and resolving complex concerns.

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Utilized strong active listening and problem-solving skills to de-escalate frustrated callers and provide effective support.

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Documented customer interactions accurately in real time while maintaining compliance with company policies.

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Assisted individuals in navigating healthcare systems and identifying appropriate resources.

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Resolved conflicts and sensitive issues while maintaining empathy, professionalism, and confidentiality.

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Supported emergency response coordination efforts during disaster response situations.

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03/2018 to 05/2021 Mail Handler

United States Postal Service – Alvin, TX

Maintained strict accuracy and attention to detail in handling sensitive and time- sensitive mail.

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Assisted customers with service inquiries and provided professional support to address concerns.

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Worked efficiently in fast-paced environments requiring strong teamwork and reliability.

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08/2017 to 03/2018 Human Resources Manager

Empereon Constar – Alvin, TX

Managed employee relations issues and resolved workplace conflicts while maintaining confidentiality.

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Supported staff well-being and ensured compliance with organizational policies and procedures.

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• Assisted with onboarding and training of new employees. 03/2018 to 10/2018 Store Manager

BEAT Cosmetics – Houston, TX

Supervised daily operations while supporting staff and addressing customer concerns.

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Resolved customer complaints and conflicts through professional communication and problem solving.

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• Mentored employees and provided coaching to improve service delivery. 09/2015 to 12/2017 Office Manager

Providential Counseling & Consulting – Houston, TX Supported behavioral health professionals in a counseling practice serving individuals and families.

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• Assisted with client scheduling, patient intake, and insurance verification. Maintained confidential client records and documentation in compliance with privacy standards.

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Interacted with clients experiencing emotional stress and ensured they were connected to appropriate services.

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Education

Applied Science

Commonwealth Institute of Funeral Service - Houston, TX Business Management Studies

University of Houston Downtown - Houston, TX

Community Service & Volunteer Work

Shape Community Center, Community Volunteer, Houston, TX, 2009-03, Present, Assist community members in locating housing, rent, utility, and social support resources., Provide support to families and individuals experiencing financial hardship., Communicate with diverse populations and help connect individuals to local assistance programs., Support community programs that promote wellness and stability.

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Brazoria County Head Start, Board Member, Angleton, TX, 2016-08, 2019-09, Helped oversee programs supporting children and families in underserved communities., Participated in policy decisions and program planning to ensure effective delivery of services., Advocated for community support resources and family assistance programs.

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References

Available Upon Request

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