Amber Palm
Crookston,MN
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
27
27
years of professional experience
Work History
Executive Assistant 2
Department of Children, Youth and Families
09.2025 - Current
- Coordinated executive schedules, ensuring efficient time management and prioritization of tasks.
- Managed communications between executives and stakeholders, fostering effective collaboration.
- Developed and maintained filing systems to enhance document retrieval and organization.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Streamlined executive communication by managing emails, phone calls, and scheduling appointments.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Answered high volume of phone calls and email inquiries.
- Coordinated events for staff members, promoting team-building activities and boosting morale within the workplace.
- Facilitated training and onboarding for incoming office staff.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Took notes and dictation at meetings.
- Worked with senior management to initiate new projects and assist in various processes.
Customer Services Representative
North Dakota Association for the Disabled
Grand Forks, ND
08.2024 - 08.2025
- Processing client applications, information, referral and advocacy with other agencies and other related client activities
- Use Office 365 and Sharepoint for daily job tasks
- Answering phone calls or emails for applications and processing payments
- Works with client's to provide customer service in a timely, effective and empathetic manner
- Attention to detail when processing applications, completing billing request and check requisitions
- Time-management to meet deadlines and process monthly invoices and orders
- Represent NDAD by running booths at public events
- Holding in-services for new employees, other agencies and groups in the service region
- Record keeping for quarterly and yearly board reports
- Facilitate the application process for Community Fund Raising Events
- Coordinate meetings between NDAD and chairperson to explain process and guidelines for use of funds
- Set up and monitor Community Fund Raising Accounts
- Make Deposits for Community Fundraiser Accounts
- Responsible for distribution of funds and completing check requisitions for approved items
Family Based Services Provider
Polk County Social Services
Crookston, MN
12.2018 - 06.2024
- Assist professional staff in prevention/treatment of child abuse and neglect
- Working with children struggling with social, emotional and behavioral challenges
- Assess family dynamics with the social worker to determine needs and level of services to provide to each family
- Create concrete goals and expectations with social worker and family
- Having measurable outcomes for goals
- Demonstrate and teach clients parenting skills, discipline methods and child growth and development
- Teach clients how to manage stress
- Teach clients about health, safety and nutritional needs of the family and how to meet their needs
- Demonstrate and teach verbal and nonverbal communication skills
- Working with children that have substance use problems and are part of the juvenile justice system
- Recognize and report any indication of neglect and emotional, physical and sexual abuse of both children and adults
- Make appropriate referrals to other community services
- Working with children and families in their homes to help them meet their case goals
- Providing support and education to parents to help decrease stress and family conflicts
- Work with families to establish case goals, safety plans and identify any safety concerns
- Document information into case files and prepare written reports for social workers
- Analyze clients situations, capabilities and problems to determine services needed to control safety threats
- Provide coaching during child/family interaction visitation
- De-escalate conflicts
- Working with youth that have mental health and behavioral disorders
- Monitoring attendance in truancy cases
- Working with families to develop a plan to promote school attendance and academic success
- Helping youth develop and practice coping tools for depression and anxiety
- Working with youth to develop independent living skills
- Educating youth on online safety, STDs, safe sex, abuse, qualities of healthy relationships, self care, calming techniques, tools for emotional regulation, hygiene and making wise choices
- Working with teens that struggle with eating disorders and self-harming
- Supporting youth in finding confidence in themselves and ways to handle peer pressure and bullying
- Working with families and youth to create safety plans
- Providing education on suicide to families
- Collaboration with service providers, schools, treatment facilities, juvenile detention facilities, law enforcement, courts, families and foster parents
- Teach curriculums "Zones of Regulation," "Parenting with Love and Logic," "Transforming the Difficult Child: The Nurtured Heart Approach," "Voices: A Program of Self-Discovery and Empowerment for Girls," "A Young Man's Guide to Self-Mastery Workbook," "Conscious Discipline,
- "Mental Health First Aid, Youth Mental Health First Aid, Psychological First Aid, Skills for Psychological Recovery, and Question, Persuade, Refer (suicide prevention)" training by Tim Denney, MS from Level 5 Services
- Training and use of "3 Houses," "Signs of Safety," "Life Books," and Safety Plans
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Office Support Specialist
Polk County Social Services
Crookston, MN
11.2015 - 12.2018
- Use computers for various applications, such as database management or word processing
- Operate office equipment, such as fax machines, copiers, or phone systems and arrange for repairs when equipment malfunctions
- Greet visitors or callers and handle their inquiries or direct them to the appropriate persons according to their needs
- Maintain scheduling and event calendars
- Schedule and confirm appointments for clients
- Operate electronic mail systems and coordinate the flow of information, internally or with other organizations
- Learn to operate new office technologies as they are developed and implemented
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals
- Create, maintain, and enter information into databases
- Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as applications, renewals, or other material
- Serve as a Notary Public for the agency
- Handled confidential information discreetly while adhering to privacy regulations and company policies regarding data protection.
- Supported team members with timely responses to inquiries and prompt resolution of issues, fostering a positive work environment.
- Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
Phlebotomist
Altru Clinic Crookston
Crookston, MN
04.2012 - 11.2015
- Match laboratory requisition forms to specimen tubes
- Dispose of blood or other biohazard fluids or tissue, in accordance with applicable laws, standards, or policies
- Draw blood from veins by vacuum tube, syringe, or butterfly venipuncture methods
- Enter patient and specimen information into computer
- Organize or clean blood-drawing trays, ensuring that all instruments are sterile and all needles, syringes, or related items are of first-time use
- Transport specimens or fluid samples from collection sites to laboratories
- Monitor blood or plasma donors during and after procedures to ensure health, safety, and comfort
- Train other medical personnel in phlebotomy or laboratory techniques
- Explain fluid or tissue collection procedures to patients
- Draw blood from capillaries by dermal puncture, such as heel or finger stick methods
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
In-Home Childcare Aid
Judy Inglis' Childcare Center
Thief River Falls, MN
04.2002 - 08.2005
- Maintain a safe play environment
- Dress children and change diapers
- Observe and monitor children's play activities
- Communicate with children's parents or guardians about daily activities, behaviors, and related issues
- Sanitize toys and play equipment
- Keep records on individual children, including daily observations and information about activities, meals served, and medications administered
- Support children's emotional and social development, encouraging understanding of others and positive self-concepts
- Assist in preparing food and serving meals and refreshments to children
- Identify signs of emotional or developmental problems in children and bring them to parents' or guardians' attention
- Instruct children in health and personal habits, such as eating, resting, and toilet habits
- Create developmentally appropriate lesson plans
- Sterilize bottles and prepare formulas
- Read to children and teach them simple painting, drawing, crafts, and songs
- Regulate children's rest periods
- Perform general administrative tasks, such as taking attendance and making phone calls
- Organize and store toys and materials to ensure order in activity areas
After School Care Aid
Crookston, MN
09.1999 - 12.2002
- Provide extra assistance to students with special needs, such as non-English-speaking students or those with physical and mental disabilities
- Supervise students in classrooms, halls, cafeterias, school yards, and gymnasiums, or on field trips
- Tutor and assist children individually or in small groups to help them master assignments and to reinforce learning concepts presented by teachers
- Discuss assigned duties with classroom teachers to coordinate teaching efforts
- Provide disabled students with assistive devices, supportive technology, and assistance accessing facilities such as restrooms
- Assist in bus loading and unloading
- Observe students' performance, and record relevant data to assess progress
- Organize and supervise games and other recreational activities to promote physical, mental, and social development
- Organize and label materials and display students' work in a manner appropriate for their eye levels and perceptual skills
- Participate in parent-teacher conferences regarding students' progress or problems
- Attend staff meetings and serve on committees, as required
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
Skills
- Active listening
- Relationship building
- Problem resolution
- Follow-up skills
- Staff education and training
Timeline
Executive Assistant 2
Department of Children, Youth and Families
09.2025 - Current
Customer Services Representative
North Dakota Association for the Disabled
08.2024 - 08.2025
Family Based Services Provider
Polk County Social Services
12.2018 - 06.2024
Office Support Specialist
Polk County Social Services
11.2015 - 12.2018
Phlebotomist
Altru Clinic Crookston
04.2012 - 11.2015
In-Home Childcare Aid
Judy Inglis' Childcare Center
04.2002 - 08.2005
After School Care Aid
09.1999 - 12.2002