Kaylie Hegwood
Bettendorf,Iowa
Summary
Expert in crisis handling, alliance building and service screening. Good communication, conflict management and multitasking abilities. Highly motivated and enthusiastic about helping people in need. Experienced crisis response professional knowledgeable about strategies for reintroducing calm to emotionally-charged crisis situations. Skilled in reflective listening, relationship-building and collaborative problem-solving. Dedicated to offering meaningful assistance and influencing callers. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Crisis Advocate
The Center For Youth And Family Solutions
10.2023 - Current
- Promoted self-care among coworkers by leading mindfulness activities during staff meetings, contributing to a positive work environment.
- Improved response time to hotline calls by streamlining intake procedures and implementing new call routing protocols.
- Implemented trauma-informed practices throughout all aspects of the organization''s work, creating a more supportive environment for both clients and staff.
- Provided crisis intervention services for clients in need, resulting in decreased stress levels and increased feelings of empowerment.
- Developed strong rapport with clients through empathetic listening and active engagement, promoting trust and open communication.
- Educated clients on their rights within the criminal justice system, empowering them to make informed decisions about their cases.
- Documented risk to each client and context of concerns.
- Used skills such as active listening and collaborative problem-solving daily to connect with patients and address concerns.
- Enhanced client safety by conducting thorough risk assessments and creating personalized safety plans.
Security Dispatch
GardaWorld
12.2022 - Current
- Operated and monitored fire alarm and security CCTV systems to maintain building safety.
- Contacted police, fire and ambulance in emergency situations to coordinate proper response.
- Leveraged two-way radio or telephone to dispatch security officers or other personnel.
- Reduced false alarms by accurately verifying alarm activations through CCTV monitoring and communication with site personnel.
- Enhanced security response times by efficiently dispatching officers to incidents and alarms.
- Operated multi-line telephone system, prioritized calls and initiated appropriate action based on incident type and importance.
- Trained new dispatchers on company protocols, software systems, and effective communication techniques for better team performance.
- Provided superior customer service by addressing client concerns promptly and professionally, maintaining positive relationships with clients.
- Assisted in emergency situations, coordinating resources and providing critical information to first responders.
- Managed multiple phone lines simultaneously while prioritizing urgent calls for service from clients and officers in the field.
- Studied building floor plans to give directions and provide accurate information.
- Assisted in the creation of comprehensive incident reports, detailing all relevant information for further analysis and resolution.
- Supported successful event management by coordinating security resources, access control points, and crowd control measures effectively during special events or emergencies.
- Utilized mapping tools and GPS technology to enhance officer response times by ensuring accurate location information during dispatches.
- Prepared detailed incident reports to facilitate appropriate follow-up.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
Food Nutritionist
Genesis Medical Center, East
06.2020 - 01.2021
- Assessed the nutritional needs of special populations, such as pregnant women or older adults, and provided tailored recommendations for optimal health maintenance.
- Monitored client progress and adjusted nutrition plans as needed, ensuring optimal results and satisfaction.
- Monitored calorie count for individual patients in accordance with specific nutritional needs as specified by physicians.
Brand Ambassador
Hollister
09.2019 - 12.2019
- Increased brand awareness through event marketing, demonstrations, sales, and brand promotion.
- Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
- Ensured accurate representation of the brand by maintaining consistent messaging and visuals across all promotional materials and presentations.
- Enhanced brand recognition by executing promotional events and engaging customers with product demonstrations.
- Boosted sales through effective collaboration with store staff to promote products in high-traffic areas.
- Approached strangers and interacted in natural conversation with goal of developing brand loyalty.
- Showed understanding of customer's personal style and preferences when offering product advice.
- Engaged, educated, and befriended customers to deliver amazing shopping experience.
- Communicated product information with confidence and educated consumers about company.
- Educated consumers about product benefits, leading to increased interest and sales conversions.
- Planned future sampling opportunities and special events.
Cashier
Tj Maxx
08.2018 - 12.2018
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Answered questions about store policies and addressed customer concerns.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
Education
Criminal Justice - Police Science
Scott Community College
Riverdale, IAGED/HiSet -
Davenport West Center
2950 N Fairmount St, Davenport, IA 5280407.2022
Skills
- Hard Worker
- Team Work
- Problem Solving
- Time Management
- Strong Work Ethic
- Professional boundaries
- Client Advocacy
- Multicultural Sensitivity
- De-Escalation Techniques
- Empathy Display
- Crisis handling
- Youth engagement
References
- Jason Elswick, Professional, (309)-299-1337
- Ariana VanTieghem, Professional, (309)-714-1168
- John Lynch, Professional, (309)-371-1294
Timeline
Crisis Advocate
The Center For Youth And Family Solutions
10.2023 - Current
Security Dispatch
GardaWorld
12.2022 - Current
Food Nutritionist
Genesis Medical Center, East
06.2020 - 01.2021
Brand Ambassador
Hollister
09.2019 - 12.2019
Cashier
Tj Maxx
08.2018 - 12.2018
Criminal Justice - Police Science
Scott Community College
GED/HiSet -
Davenport West Center
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