Amy Henley

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
• Treated associates with fairness and respect, providing recognition of accomplishments.
• Coached staff on strategies to enhance performance and improve customer relations.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Educated customers on special pricing opportunities and company offerings.
• Documented conversations with customers to track requests, problems and solutions.
• Assisted customers in making payments on accounts and setting up payment plans.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Delivered service and support to each customer, paving way for future business opportunities.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Charted and recorded information in client files. Effectively managed time and caseloads based on 15 sessions per week. Quickly responded to crisis situations when severe mental health and behavioral issues arose. Conducted comprehensive initial in-home psychosocial assessments prior to first wraparound meetings. Efficiently gathered information from families and social services agencies to inform development of treatment plans. Documented all patient information including service plans, treatment reports and progress notes. Collaborated closely with treatment team to appropriately coordinate client care services. Interacted with clinical staff and external resources such as school or community personnel. Developed comprehensive treatment plans that focused on accurate diagnosis and behavioral treatment of problems. Taught clients anger management techniques, relaxation skills, impulse control, social skills, emotional coping skills and functional living skills. Worked with parents and teachers to implement consistent behavior therapy techniques at home and school. Consulted with psychiatrists about client medication changes, issues with medicine compliance and efficacy of medications. Assisted clients in scheduling home visits and phone calls and monitored effectiveness of these activities.