Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ashley Sheppard

Plant City

Summary

Dynamic Behavioral Health Technician with a proven track record at Acadia Healthcare, excelling in crisis intervention and patient observation. Skilled in conflict de-escalation and documentation, I fostered a safe environment, enhancing client well-being and safety. Committed to continuous improvement, I effectively collaborated with teams to achieve optimal patient outcomes.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Behavioral Health Technician

Acadia Healthcare
06.2024 - 08.2025
  • Conducted client rounds to check on residents.
  • Delivered compassionate care under challenging circumstances, consistently demonstrating resilience and adaptability when faced with unexpected obstacles or setbacks in patient progress.
  • Provided crisis intervention services, successfully de-escalating situations and ensuring patient safety.
  • Built and maintained positive staff relationships to promote teamwork and better serve clients.
  • CPR Instructor (Trained new and current employees)
  • Handle With Care Instructor (Trained new and current employees)
  • Staffing (Nursing Administration, Operations)
  • Ordered and Maintained Hospital Inventory

Supported Living Coach

MacDonald Training Center
02.2023 - 04.2024
  • Supported clients in developing financial literacy skills through budgeting exercises and money management coaching.
  • Promoted a safe and supportive environment for clients with disabilities, ensuring their well-being and security at all times.
  • Provided transportation services for clients to attend appointments, social events, and community programs as needed.
  • Assisted clients in navigating complex social service systems, helping them access appropriate support services as needed.
  • Enhanced client independence by creating personalized support plans and implementing daily living skills training.
  • Developed crisis intervention strategies to effectively handle challenging situations while maintaining client safety and dignity.
  • Participated in ongoing professional development opportunities to stay current on best practices in supported living coaching.

Drug Addiction Mental Health Counselor

Clean Recovery Centers
06.2021 - 02.2023
  • Established a safe environment for clients to openly discuss their thoughts, feelings, experiences, and concerns without fear of judgment or retribution.
  • Continually updated professional knowledge by attending conferences, trainings, and workshops related to advancements in the field of mental health counseling.
  • Reduced crisis intervention needs by proactively monitoring patient progress and adjusting treatment approaches as necessary.
  • Provided crisis intervention services during emergencies, deescalating situations and connecting individuals with appropriate resources for ongoing support.
  • Implemented self-care practices for personal wellbeing and modeled healthy coping strategies for clients to emulate in their own lives.
  • Evaluated client progress using standardized assessment tools, continuously refining treatment plans to address changing needs.
  • Developed individualized goal-setting tools to empower patients in taking ownership of their progress towards improved mental health.

Licensed Health and Life Insurance Agent

Tranzact Insurance Solutions
04.2019 - 01.2023
  • Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within the life insurance industry.
  • Crafted clear, informative reports to explain life insurance policy features and benefits.
  • Attended continuing education courses and workshops to gain additional insurance industry knowledge.
  • Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
  • Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
  • Retained existing clientele through regular follow-ups, policy reviews, and timely adjustments based on changing circumstances or needs.
  • Leveraged industry knowledge to educate potential clients on the importance of life insurance, resulting in increased policy awareness and sales conversions.

Insurance Specialist

Windhaven Insurance
05.2018 - 04.2019
  • Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
  • Processed eligibility and benefits verification and authorization requests.
  • Followed up on denials, late payments, extensions and other special circumstances.
  • Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
  • Maintained high standards of customer service by building relationships with clients.
  • Resolved discrepancies in insurance payments by collaborating with carriers.
  • Reduced claims processing time by effectively collaborating with adjusters, claimants, and internal departments.

Senior Customer Service Representative

PODS Enterprises
05.2017 - 05.2018
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.

Lead Trainer

Convergys
10.2013 - 05.2017
  • Increased employee retention rates by providing ongoing support and mentorship to new hires during their onboarding process.
  • Managed a team of trainers, effectively delegating tasks and monitoring performance to maintain high-quality training delivery.
  • Championed a shift towards blended learning approaches that combined face-to-face instruction with digital tools for an enhanced learning experience.
  • Promoted a culture of continuous learning within the organization by regularly sharing industry trends and best practices among colleagues.
  • Facilitated learning through classroom instruction, on-the-job coaching and virtual training for [Number] employees.
  • Improved employee skill sets by developing comprehensive training programs tailored to individual needs.
  • Evaluated trainee progress through assessments and feedback surveys, refining course content as needed for maximum effectiveness.
  • Created training schedules for trainees and presented weekly training programs.
  • Consistently updated training materials to reflect the latest industry standards, ensuring that employees stayed current in their respective fields.

Mentor/Grade School Tutor

Hillsborough County School District
08.2012 - 04.2014
  • Served as a role model for professionalism, integrity, and dedication within the mentorship program environment.
  • Enhanced mentee performance by providing personalized guidance and support.
  • Served as role model for mentees by demonstrating strong values and ethical standards.
  • Guided mentees in overcoming challenges by sharing personal experiences and offering practical advice.
  • Assisted mentees in developing self-confidence and positive self-image.
  • Monitored mentee performance consistently, identifying areas of improvement and adjusting mentorship approaches accordingly.
  • Assisted mentees in setting achievable goals and creating realistic action plans for personal and professional growth.
  • Collaborated with teachers, counselors and administrators to foster access to resources and support.

Direct Support Professional

Hillsborough County Developmental Center
09.2010 - 07.2013
  • Maintained clean, safe, and well-organized patient environment.
  • Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
  • Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
  • Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.

Education

Associate of Science - Nursing

Herzing University
Tampa, FL
07-2026

High School Diploma -

Plant City High School
Plant City, FL
05-2002

Skills

  • Active listening
  • Conflict de-escalation
  • Mental health support
  • De-escalation strategies
  • Documentation skills
  • Crisis handling
  • Patient observation
  • Conflict resolution
  • Group facilitation
  • Rounds management
  • Case documentation
  • Emergency response
  • Suicide prevention
  • Incident reporting
  • Safety management
  • Behavioral management

Certification

BLS Instructor

Active Driver License

Handle With Care Instructor

Certified Phlebotomist

Medication Administration


Timeline

Behavioral Health Technician

Acadia Healthcare
06.2024 - 08.2025

Supported Living Coach

MacDonald Training Center
02.2023 - 04.2024

Drug Addiction Mental Health Counselor

Clean Recovery Centers
06.2021 - 02.2023

Licensed Health and Life Insurance Agent

Tranzact Insurance Solutions
04.2019 - 01.2023

Insurance Specialist

Windhaven Insurance
05.2018 - 04.2019

Senior Customer Service Representative

PODS Enterprises
05.2017 - 05.2018

Lead Trainer

Convergys
10.2013 - 05.2017

Mentor/Grade School Tutor

Hillsborough County School District
08.2012 - 04.2014

Direct Support Professional

Hillsborough County Developmental Center
09.2010 - 07.2013

Associate of Science - Nursing

Herzing University

High School Diploma -

Plant City High School

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Ashley Sheppard