Amy Leach
Columbia,United States
Summary
Familiar with handling up to 30-50 inbound calls per day. Attentive to specific caller needs, providing catered responses to individual situations. Strengths in documentation, needs assessment and resource coordination. 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. Effective communication, conflict management, and multitasking abilities. Highly motivated and enthusiastic about helping people in need. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry level Customer Service Representative position.
Overview
12
12
years of professional experience
Work History
Crisis Intervention Specialist
PRS CrisisLink
06.2022 - 12.2022
- Used skills such as active listening and collaborative problem-solving daily to connect with clients and address concerns.
- Evaluated risk to client or others by gathering information and conducting assessments.
- Conversed with individuals in crisis which called or texted hotline for assistance.
- Offered supportive counseling and crisis intervention to individuals in crisis.
- Built safety plans to lower risk of crisis and intervened in specific manners outlined by procedures.
Patient Care Technician
University of Missouri Healthcare
08.2021 - 12.2021
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Answered patient assistance calls, assessed needs, and offered qualified support.
- Maintained clean and safe environment to promote patient safety and comfort.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Manager
Panera Bread
11.2010 - 08.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Education
Bachelor of Science - Health Science
University of Missouri
Columbia, MO08.2024
Associate of Science - Psychology
Moberly Area Community College
Columbia, MO08.2016
Skills
- Verbal and Written Communication
- Complex Problem-Solving
- Time Management
- Product Knowledge
- Information Security
- Data Entry
- Complaint Resolution
- Customer Relations
- Brand Representation
- Conflict Resolution
- Professional Telephone Demeanor
- Customer Service
- Computer Proficiency
- Critical Thinking
- Documentation
- Call Center Operations
- Medical Terminology Knowledge
- Active Listening
Timeline
Crisis Intervention Specialist
PRS CrisisLink
06.2022 - 12.2022
Patient Care Technician
University of Missouri Healthcare
08.2021 - 12.2021
Manager
Panera Bread
11.2010 - 08.2021
Bachelor of Science - Health Science
University of Missouri
Associate of Science - Psychology
Moberly Area Community College