Hi, I’m
Alicia Ferguson
Independence,KY
Summary
Proven leader and skilled Certified Peer Support Specialist at Regroup, adept in mental health awareness and fostering teamwork. Leveraged peer advocacy and communication abilities to enhance client recovery, achieving significant improvements in mental health outcomes. Demonstrated excellence in multitasking and problem-solving, contributing to a culture of collaboration and increased client access to support networks.
Overview
10
years of professional experience
Work History
Regroup
Certified Peer Support Specialist
10.2023 - 04.2024
Job overview
- Maintained accurate records of client interactions according to organizational guidelines, protecting confidentiality while ensuring thorough documentation for continuity of care purposes.
- Collaborated with interdisciplinary teams to develop comprehensive care plans based on clients'' individual strengths, needs, and preferences.
- Assisted clients in developing and maintaining personalized wellness plans, guiding them in setting achievable goals for improved mental health outcomes.
- Enhanced client recovery by providing emotional and practical support in both group and one-on-one settings.
- Developed strong rapport with clients, fostering a trusting environment to encourage open communication about personal challenges and goals.
- Assisted clients in identifying community resources and services, increasing their access to valuable support networks.
- Improved the quality of care for clients by actively participating in treatment planning meetings and offering insights from a peer perspective.
- Strengthened relationships between clients and their natural support systems by offering guidance on effective communication techniques and conflict resolution strategies.
- Provided compassionate assistance to clients during challenging life transitions, helping them navigate obstacles with increased confidence and resilience.
- Provided crisis intervention when necessary, utilizing de-escalation techniques to maintain safety and stability within the supportive environment.
- Actively pursued ongoing professional development opportunities to remain informed of emerging trends and best practices within the field of peer support services.
- Built relationships with others based upon trust and honesty by using active listening and dynamic communication skills.
- Participated in clinical staffing meetings and coordinated with clinical staff to develop and implement individualized treatment plans.
- Fostered relationships with partner agencies and other interested parties to build pipeline of supportive services.
Opticare Vision Center
Apprentice Optician
05.2023 - 10.2023
Job overview
- Ensured a high level of accuracy in patient records through attentive data entry, supporting seamless communication between opticians, optometrists, and insurance providers.
- Updated display frames with newest styles.
- Built rapport with clients by taking the time to understand their unique visual needs and preferences for eyewear design or functionality.
- Delivered exceptional customer service by skillfully addressing questions or concerns regarding insurance coverage related to vision care expenses.
- Completed both warranty and non-warranty frame repairs for customers.
- Improved customer satisfaction by providing personalized eyewear recommendations and fitting adjustments.
- Contributed to a professional store environment by maintaining clean displays and organizing frame selections attractively.
- Increased sales by presenting customers with a variety of frame styles and lens options tailored to their needs.
- Enhanced workplace efficiency by cleaning and maintaining optical equipment, ensuring proper function for daily use.
- Assisted patients in selecting appropriate contact lens solutions, providing education on safe usage and proper storage techniques.
- Strengthened customer relationships through timely communication about order status updates and appointment reminders.
- Maintained full compliance with HIPAA standards by keeping patient information confidential and properly managed.
- Took measurements such as pupillary distance, ocular center and segment heights.
- Assisted optometrists with patient eye exams, ensuring accurate measurements for prescription lenses.
Eyemart Express LLC
Apprentice Optician
07.2020 - 08.2021
Job overview
- Ensured a high level of accuracy in patient records through attentive data entry, supporting seamless communication between opticians, optometrists, and insurance providers.
- Updated display frames with newest styles.
- Built rapport with clients by taking the time to understand their unique visual needs and preferences for eyewear design or functionality.
- Delivered exceptional customer service by skillfully addressing questions or concerns regarding insurance coverage related to vision care expenses.
- Promoted store loyalty programs to encourage repeat business from satisfied customers seeking routine services or new eyewear purchases.
- Completed both warranty and non-warranty frame repairs for customers.
- Improved customer satisfaction by providing personalized eyewear recommendations and fitting adjustments.
- Contributed to a professional store environment by maintaining clean displays and organizing frame selections attractively.
- Increased sales by presenting customers with a variety of frame styles and lens options tailored to their needs.
- Enhanced workplace efficiency by cleaning and maintaining optical equipment, ensuring proper function for daily use.
- Educated clients on proper eyewear care and maintenance to extend the lifespan of their glasses or contact lenses.
- Maintained full compliance with HIPAA standards by keeping patient information confidential and properly managed.
- Took measurements such as pupillary distance, ocular center and segment heights.
- Discussed optimal lens, coating, and frame recommendations with customers to meet individual needs.
- Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
Big M Chrysler
BDC Manager
02.2014 - 07.2016
Job overview
- Cultivated a culture of collaboration between various departments such as Sales, Marketing, Finance, among others through regular communication and coordination.
- Implemented data-driven decision-making practices, utilizing key performance indicators to guide strategic planning efforts for the BDC department.
- Improved team productivity by developing comprehensive training programs, monitoring performance metrics, and providing ongoing feedback.
- Established a positive workplace culture by fostering open communication, setting clear expectations, and recognizing employee achievements.
- Collaborated with sales leadership to develop competitive pricing strategies that aligned with company objectives and market trends.
- Evaluated and monitored BDC performance regularly against established benchmarks, implementing corrective actions when necessary to ensure goal attainment.
- Helped team achieve goals to boost sales and build morale.
- Boosted employee morale by prioritizing professional development opportunities and promoting a supportive work environment.
- Posted appointments on internal board to notify sales department.
- Offered incentives to reschedule no-show and canceled appointments.
- Engaged with internet customers and scheduled appointments electronically for added customer convenience.
- Incorporated scripts to encourage uniform communication when scheduling sales and service appointments.
- Confirmed scheduled appointments to reduce chances of potential buyer no shows.
- Trained team to answer incoming phone calls and schedule appointments for sales team.
- Ensured compliance with industry regulations as well as company policies regarding customer data privacy in all aspects of BDC operations.
- Enhanced customer retention through exceptional communication, attentive follow-up, and personalized service.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Set and achieved company defined sales goals.
Education
Isaiah House, Harrodsburg, KY
Certification from Adult Peer Support Specialist
12.2023
Kentucky Board of Opthalmic Dispensers, Online
License from Opthalmic Dispensers
11.2020
Simon Kenton High School, Independence, KY
High School Diploma
05.2004
J.D. Patton Area Technical School, Edgewood, KY
No Degree from Auto Body
05.2004
Skills
- Peer Advocacy
- Mental health awareness
- Substance Abuse Knowledge
- Self-Care Techniques
- Relapse Prevention
- Recovery planning
- Leadership skills
- Problem-solving skills
Timeline
Certified Peer Support Specialist
Regroup
10.2023 - 04.2024
Apprentice Optician
Opticare Vision Center
05.2023 - 10.2023
Apprentice Optician
Eyemart Express LLC
07.2020 - 08.2021
BDC Manager
Big M Chrysler
02.2014 - 07.2016
Isaiah House
Certification from Adult Peer Support Specialist
Kentucky Board of Opthalmic Dispensers
License from Opthalmic Dispensers
Simon Kenton High School
High School Diploma
J.D. Patton Area Technical School
No Degree from Auto Body
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