Bethany Washington
Daytona Beach,FL
Summary
Experienced and results-driven professional who is skilled in client relations, case management, customer service and sales, administrative assistance and medical office experience, neuropsychological and biopsychosocial assessment, psychometric analyses, counseling services, criminal justice and court proceedings. I take pride in my strong interpersonal and communication skills, which I have mastered throughout my years of experience. I am experienced in working with multicultural populations from diverse demographics, developmental, psychiatric, and cultural backgrounds. My combined qualities of compassion, empathy, and patience helps to foster quality and effective client care and relations.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Software Specialist IT
H & R Block Tax Services
08.2023 - Current
- Facilitates swift resolution for H & R Block customers, troubleshooting software technical issues via remote support.
- Exemplified exceptional customer support by resolving complex complaints and intricate technical and software concerns with an empathetic approach.
- Assists with software installation and configuration, while guiding the clients through the process, and updating them on their filing status.
- Communicates with other team members and escalation to diagnose problems, while maintaining up-to-date documentation for all customer accounts, enabling seamless team collaboration and knowledge transfer between all tier representatives.
- Champions best practices for secure coding, safeguarding sensitive user data from potential breaches or misuse.
Licensed Life and Health Insurance Agent
AmeriLife
09.2022 - 12.2023
- Engaged current and prospective Medicare and Final Expense clients through in-person and virtual interactions to present tailored insurance policy solutions and customized coverage plans for healthcare, short-term and long-term protection. Follow up with clients to reassess and evaluate needs, and possibly update plans.
- Utilized strong interpersonal skills to build rapport with clients and provide optimal service to meet customers needs and expectations. Educated clients on the intricacies of their health insurance policies, empowering them to make informed decisions.
- Performed needs analysis to obtain information required to make appropriate health and life insurance product recommendations.
- Compliance with insurance standards and regulations.
Qualifying Specialist
Real Time Health Quotes
11.2018 - 08.2022
- Provided stellar customer service and support, while assessing the eligibility of prospective and current Medicare clients within the Health Insurance realm.
- Networked with potential customers and promoted the insurance agency to customers in attempt to meet the clients' healthcare and financial needs.
- Facilitated client education on insurance policies, and referred clients to licensed agents or customer service representatives for policy evaluation, renewal, and coverage recommendations or to make any modifications to current plans.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Assisted in training new and current employees on various positions and duties within the departments
Administrative Assistant
Fantastic Cleaning Service With a Rose
07.2014 - 04.2019
- Coordinated appointment scheduling, estimates and proposals, customer correspondence, management of invoices, billing, estimates and proposals, inventory management, and patient records management.
- Utilized strong technical and interpersonal skills to enhance organizational efficiencies and profits.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Lead Psychometrist/Medical Receptionist
Medical Psychology Center
02.2012 - 02.2014
- Conducted neuropsychological and psychoeducational test administration, while carefully observing patients behavior during assessment for diagnostic purposes.
- Scored assessments for diagnostics of neurological disorders, cognitive impairment, psychological trauma, personality disorders, intelligence abilities or learning/developmental disorders.
- Collaborated with Neuropsychologist in report writing, editing, and providing a detailed account of behavioral observations and demographic information to aid in scoring interpretation and client analyses.
- Established excellent client relations, while providing a comfortable testing environment to enable optimal patient performance.
- Shared medical receptionist duties that included greeting patients, patient scheduling, recordkeeping, interfacing with medical/insurance offices, school systems, and families, and procurement of office and testing supplies.
- Skilled in optimizing clinic workflows by managing patients flows, physician schedules, and patient appointments.
- Trained and supervised junior psychometrists in assessment and statistical processes.
Supervisor/Services
Fantastic Cleaning Service With a Rose
01.2005 - 05.2012
- Supervised small crew of employees during cleaning services for construction, residential, business, or other contracted jobs.
- Cleaning services included residential maintenance, reconstruction cleanup, office and facility maintenance, and ensuring the provision of a sanitary environment for all jobs.
- Ensured timely completion of all cleaning tasks by effectively delegating responsibilities among team members and monitoring progress throughout the shift.
- Trained staff on expected standards and quality of general cleaning, health and safety requirements and equipment operation.
- Maintained adequate supplies of cleaning materials and equipment and placed orders to conserve stock levels.
- Motivated crew to exceed customer expectations, resulting in positive feedback from clients and higher overall satisfaction ratings.
- Upheld company standards of professionalism at all times when interfacing with both clients and colleagues alike.
Substance Abuse Counselor Practicum/Volunteer
Serenity House
08.2005 - 10.2008
- Provided comprehensive case management and facilitated services to adult male clients convicted of a drug related charge, placed in a Department of Corrections treatment facility. Assisted in the diagnosis of clients with substance use and/or chemical dependency problems for treatment purposes.
- Assisted with leading therapy groups, didactic counseling, individual counseling, and educational groups. During group meetings, substance abuse education was provided to help clients understand consequences of drug and alcohol use.
- Developed individual treatment goals based on history and diagnosis. Assisted clients in promotion of necessary skills to rebuild families, strengthen relationships, and to become productive members of their communities.
- Worked with dually diagnosed clients, and integrated treatment modalities that were congruent with dual diagnoses.
- Maintained accurate documentation of client progress, facilitating informed decision-making within the treatment team.
- Developed relapse prevention strategies for clients transitioning out of treatment programs, empowering them to maintain long-term sobriety.
- Provided crisis intervention services when necessary, deescalating situations and connecting clients with appropriate resources.
Case Manager
First Step of Volusia
03.2005 - 06.2007
- Responsibility of overall coordination for all program youth in a department of corrections facility including preadmission, orientation, managing client files, discharge, and follow up.
- Assured that all physical, educational, and mental health needs were met for the youths.
- Maintained communication between clients, education staff, program staff, and relevant outside agencies and judicial services.
- Lead staffings and treatment team meetings to discuss inmates’ behavior and progress while in program.
- Served as a liaison to youth during court proceedings, transported youth to appointments, while also serving to mentor the youth during the course of the rehabilitative and restorative process
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
Investigative Intern
Public Defender's Office
08.2004 - 12.2004
- Served as an assistant to Public Defender's Office attorneys, which included interviewing witnesses, defendants, and victims, and compiling information for investigation reports and further analyses during criminal trials.
- Distributed subpoenas and traveled to County Jail to offer plea agreements to the defendants.
- Assisted with preparation of defendants' case files, and accompanied attorneys during court proceedings. Attained procedural knowledge of the criminal justice system and criminology contexts.
- Conducted thorough face-to-face interviews with employers, families, neighbors, friends, and suspects, and documented investigative findings.
- Ensured compliance with legal regulations during investigations, minimizing risk for litigation or procedural errors. Maintained strict confidentiality while handling sensitive information, adhering to legal and ethical guidelines at all times.
Education
Master’s in Clinical Psychology
Capella University
Minneapolis, MNPsychology
University of North Carolina At Chapel Hill
Chapel Hill, NCBachelor Of Science - Psychology And Criminology
Florida State University
Tallahassee, FL12.2004
Skills
Neuropsychological/Biopsychsocial assessment
Crisis Intervention
Addiction counseling
Administrative support and Medical office experience
Stellar communication and interpersonal skills
Health and Life Insurance sales
Outside/Inside sales
Mental Health Counseling
Individual / Group Counseling
Microsoft Office
Case Management
Telemarketing/Call center experience
Certification
Licensed Health and Life Insurance Agent: September, 2022
Timeline
Software Specialist IT
H & R Block Tax Services
08.2023 - Current
Licensed Life and Health Insurance Agent
AmeriLife
09.2022 - 12.2023
Qualifying Specialist
Real Time Health Quotes
11.2018 - 08.2022
Administrative Assistant
Fantastic Cleaning Service With a Rose
07.2014 - 04.2019
Lead Psychometrist/Medical Receptionist
Medical Psychology Center
02.2012 - 02.2014
Substance Abuse Counselor Practicum/Volunteer
Serenity House
08.2005 - 10.2008
Case Manager
First Step of Volusia
03.2005 - 06.2007
Supervisor/Services
Fantastic Cleaning Service With a Rose
01.2005 - 05.2012
Investigative Intern
Public Defender's Office
08.2004 - 12.2004
Master’s in Clinical Psychology
Capella University
Psychology
University of North Carolina At Chapel Hill
Bachelor Of Science - Psychology And Criminology
Florida State University
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