Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Amber Palm

Crookston,MN

Summary

Customer Services Representative at North Dakota Association for the Disabled that is caring, compassionate and enthusiastic about collaborating with people. Maintains confidentiality and facilitates the attainment of positive outcomes by upholding the goals of the organization. Communicates effectively with management, associated organizations, committees, and applicable government agencies.

As customer service professional, brings valuable experience in addressing and resolving client issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Customer Services Representative

NDAD
08.2024 - Current
  • Processing client applications and information. Provide referral and advocacy with other agencies.
  • Use Office 365 and SharePoint for daily tasks.
  • Works with clients to provide customer service in a timely, effective, and empathetic manner.
  • Diligently process applications, billing requests and checking requisitions.
  • Represent NDAD by running booths at public events.
  • Record keeping for quarterly and yearly board reports.
  • Facilitate the application process for Community Fund Raising Events.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both client and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with clients through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Delivered prompt service to prioritize the needs of clients.
  • Investigated and resolved accounting, service and delivery concerns.
  • Identified and resolved discrepancies and errors.

Family Based Services Provider

Polk County Social Services
12.2018 - Current
  • 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 about the health, safety, and nutritional needs of the family and how to meet their needs.
  • Demonstrate and teach verbal and nonverbal communication skills.
  • Working with preteens and teens 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.
  • Document information into case files and prepare written reports for social workers
  • Analyze client’s situations, capabilities and problems to determine services needed to control safety threats and meet case goals.
  • Provide coaching during child/family interaction for supervised phone calls and visitations.
  • 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, qualities of healthy relationships, self-care, and hygiene.
  • Working with teens that struggle with eating disorders and self-harming.
  • Assisting families and youth in creating a safety plan and providing follow-up support.
  • Providing education on suicide to families.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Office Support Specialist

Polk County Social Services
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 manage their inquiries or direct them to the appropriate people 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.
  • Open, read, route, and distribute incoming mail or other materials and answer routine letters.
  • Learn to operate new office technologies as 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, maintaining documents, such as applications, renewals, or other material.
  • Serve as a Notary Public for the agency.
  • Managed high volumes of incoming correspondence, prioritizing urgent matters for immediate attention and ensuring proper handling of sensitive information.
  • Handled confidential information discreetly while adhering to privacy regulations and company policies regarding data protection.
  • Achieved increased accuracy in record-keeping through meticulous attention to detail when entering data into various databases.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Phlebotomist

Altru Clinic
04.2012 - 11.2015
  • Dispose of blood or other biohazard fluids or tissue, in accordance with applicable laws, standards, or policies.
  • Maintained a high level of accuracy in labeling and tracking specimens, ensuring proper testing and timely results.
  • Draw blood from veins by vacuum tube, syringe, or butterfly venipuncture methods.
  • 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.
  • Draw blood from capillaries by dermal puncture, such as heel or finger stick methods.
  • Enhanced patient experience through compassionate care and communication during blood draw procedures.
  • Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
  • Excelled in high-pressure situations, maintaining composure and professionalism during peak hours and emergency scenarios.
  • Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
  • Used personal protective equipment correctly to protect coworkers and patients.
  • Collaborated with medical professionals to ensure accurate test orders and appropriate sample collection methods were used.
  • Actively engaged with patients to educate them on proper post-draw care, reducing potential complications and ensuring their comfort throughout the process.
  • Contributed to a reduction in wait times by quickly assessing patient needs, prioritizing cases based on urgency, and efficiently completing blood draw procedures.
  • Ensured proper identification and documentation of samples, significantly reducing instances of mislabeling.
  • Monitored patients for adverse reactions post-venipuncture, ready to provide immediate care if needed.
  • Improved patient comfort and trust with compassionate communication and professional bedside manner.
  • Maintained high standards of cleanliness and sterilization of phlebotomy equipment, ensuring patient safety.
  • Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
  • Verified patients' identification for proper sample collection.
  • Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.

In-Home Childcare Aid

Judy Inglis' Childcare Center
04.2002 - 08.2005
  • 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.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Served as a positive role model for young children by modeling appropriate language usage, manners, and conflict resolution methods.
  • Developed strong bonds with each child, creating a sense of security within the childcare environment.
  • Improved language skills in young children through engaging storytelling and interactive activities.
  • Maintained a safe environment for children by adhering to strict safety guidelines and protocols.
  • Handled conflicts among children diplomatically, teaching them valuable problem-solving skills while maintaining a peaceful environment.
  • Managed daily routines efficiently, keeping children on track with scheduled naps, meals, and activities.
  • Assisted lead teacher in implementing age-appropriate lesson plans, fostering cognitive growth in each child.
  • Partnered with parents to establish open communication lines, ensuring the continuity of care between home and childcare setting.
  • Provided support during toilet training process, helping young children develop self-sufficiency in personal hygiene practices.
  • Observed individual behaviors closely to identify any potential developmental concerns or areas needing additional support.
  • Cultivated a love of learning within children by introducing them to new experiences and fostering curiosity through age-appropriate activities.
  • Aided in the enhancement of gross motor abilities through active outdoor play and physical games.
  • Contributed to a nurturing atmosphere by consistently displaying warmth and empathy towards each child.
  • Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
  • Provided lunchtime assistance to monitor children, assist with eating and serve food.
  • Responded to inquiries from parents and guardians.
  • Maintained group discipline through positive reinforcement, behavior modeling, and collaboration with parents.
  • Logged information regarding naps, feedings, and any medications administered.
  • Maintained open communication lines with parents regarding their child''s progress, needs, and concerns.

PARA Professional and Teen Parent Childcare Aid and After School Care Aid

After School Care
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, gymnasiums, and on field trips.
  • Tutor and assist children individually or in small groups to help them master assignments and 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 level and perceptual skills.
  • Participate in parent-teacher conferences regarding students' progress or problems.
  • Attend staff meetings and serve on committees, as required.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Education

Fundamentals of English

Northland Community & Technical College
East Grand Forks, MN
01.2011

High school diploma - undefined

Crookston High School
Crookston, MN
06.2001

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University of Minnesota Crookston
Crookston, MN
01.2001

Skills

  • Microsoft Office
  • Crisis Intervention (4 years)
  • Property management
  • Microsoft Excel
  • Office experience
  • Writing skills
  • Case management
  • Word processing
  • Software troubleshooting
  • Clerical (7 years)
  • Microsoft PowerPoint
  • Customer service
  • Special Needs (6 years)
  • HIPAA
  • Workforce development
  • Experience with Children (10 years)
  • Windows
  • Microsoft Word
  • Time Management (7 years)
  • Front desk
  • Phlebotomy (2 years)
  • Social work
  • Computer skills (10 years)
  • Communication skills
  • English
  • Active Directory

Accomplishments

  • Scheduling - Communicated with clients through phone, fax, email and in person to schedule appointments and answer inquiries.
  • Data Entry - Reviewed and updated client correspondence files and scheduling database.

Certification

  • Child Passenger Safety Technician Certification, Safe Kids Worldwide - 06/01/2023-06/01/2025
  • Sings of Safety Training - 08/2023
  • Level 5 Services Training - 08/2023
  • safeTalk - Suicide Alertness for everyone - 04/2023
  • Mental Health First Aid Training - 09/2023
  • International Social Service (ISS) Network Training - 12/2018 - 07/2024

Timeline

Customer Services Representative

NDAD
08.2024 - Current

Family Based Services Provider

Polk County Social Services
12.2018 - Current

Office Support Specialist

Polk County Social Services
11.2015 - 12.2018

Phlebotomist

Altru Clinic
04.2012 - 11.2015

In-Home Childcare Aid

Judy Inglis' Childcare Center
04.2002 - 08.2005

PARA Professional and Teen Parent Childcare Aid and After School Care Aid

After School Care
09.1999 - 12.2002

High school diploma - undefined

Crookston High School

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University of Minnesota Crookston

Fundamentals of English

Northland Community & Technical College

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Amber Palm