Breena GILLESPIE
Greeneville,TN
Summary
Dedicated Direct Support Professional known for enhancing client quality of life through individualized care plans and compassionate support. Skilled in crisis management and team collaboration.
Proactive team leader with a background in training and mentoring staff. Demonstrated expertise in conflict resolution and time management, committed to improving client outcomes and team performance through effective communication and support strategies.
Overview
16
16
years of professional experience
Work History
Direct Support Professional
Sevita Health
Greeneville, TN
10.2015 - Current
- Provided individualized support to clients, enhancing their daily living skills and overall quality of life.
- Assisted in developing and implementing personalized care plans tailored to client needs and goals.
- Coordinated activities and social engagement opportunities, promoting community involvement for clients.
- Monitored client progress, documenting observations and adjustments to care strategies as needed.
- Trained new staff on best practices for client interaction and safety protocols, fostering team competency.
- Collaborated with multidisciplinary teams to create comprehensive support solutions addressing physical and emotional needs of clients.
- Advocated for client rights and preferences, facilitating effective communication between clients, families, and healthcare providers.
- 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.
Customer Service Representative
ACT
Johnson City, TN
08.2023 - 12.2025
- Resolved customer inquiries efficiently, ensuring high satisfaction and retention rates.
- Managed complex customer interactions, demonstrating advanced problem-solving skills and resourcefulness.
- Analyzed customer feedback to identify trends and recommend actionable solutions for service enhancement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Implemented process improvements that streamlined customer support operations and reduced response times.
Team Leader
McDonald's
Greeneville, TN
04.2013 - 10.2015
- Led team in delivering exceptional customer service during peak hours.
- Trained and mentored new staff on operational standards and procedures.
- Streamlined inventory management processes to reduce waste and improve efficiency.
- Implemented training programs that enhanced team performance and productivity.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Cashier
Taco Bell
Greeneville, TN
11.2009 - 12.2011
- Processed customer transactions with accuracy and efficiency, ensuring positive experiences.
- Managed cash register operations, balancing drawers at shift end to maintain financial integrity.
- Assisted in training new staff on point-of-sale systems and customer service best practices.
- Handled customer inquiries and resolved issues promptly to enhance satisfaction levels.
- Maintained cleanliness and organization of work areas to comply with health standards.
- Monitored inventory levels, communicating needs to management for timely restocking.
- Promoted menu items and upselling strategies to increase sales revenue effectively.
- Collaborated with team members to optimize workflow during peak hours, improving service speed.
- Greeted customers entering store and responded promptly to customer needs.
Education
High School Diploma -
Greeneville High School
Greeneville, TNSkills
- Time management
- First aid and safety
- Behavior redirection
- Nutrition support
- HIPAA compliance
- Adaptability and flexibility
- Verbal and written communication
- Case documentation
- Positive reinforcement
- Conflict resolution
- Client support
- Multitasking and organization
- Problem-solving
- Active listening
Languages
English
Full Professional
Timeline
Customer Service Representative
ACT
08.2023 - 12.2025
Direct Support Professional
Sevita Health
10.2015 - Current
Team Leader
McDonald's
04.2013 - 10.2015
Cashier
Taco Bell
11.2009 - 12.2011
High School Diploma -
Greeneville High School