Brianna Nickson
Dallas,TX
Summary
Dynamic customer service professional with 10 years of experience, recognized for delivering exceptional client experiences and consistently exceeding expectations. Proven leader skilled in cultivating positive work environments and enhancing team collaboration. Demonstrates strong organizational abilities, attention to detail, and a track record of driving operational efficiency while elevating customer satisfaction. Expertise in problem-solving and implementing best practices to optimize service quality.
Overview
7
7
years of professional experience
Work History
Therapeutic Liaison and Intern
A Healthy Mind LLC
Dallas, TX
01.2021 - Current
- Demonstrated strong telephone etiquette, effectively managing challenging calls with professionalism and composure.
- Researched and analyzed industry trends, submitting detailed reports that informed managerial decision-making and strategic business planning.
- Optimized team performance by delegating tasks based on individual strengths, ensuring efficient resource management.
- Partnered with senior management to assess and enhance existing systems and strategies for improved operational effectiveness.
- Managed and maintained client records in a secure database, upholding strict confidentiality in both in-person and remote settings.
- Coordinated and maintained client schedules, streamlining appointment management to enhance overall efficiency.
- Proficient in mental health billing processes, ensuring accurate invoicing and overseeing client payment options while effectively managing time-sensitive tasks.
- Acted as a liaison with foundations supporting children in need of therapeutic services, cultivating meaningful partnerships to enhance client support.
- Provided compassionate support to children in foster care, promoting positive mental health and emotional well-being.
- Maintained detailed case notes and treatment plans, ensuring precise documentation and adherence to professional standards.
Psychology Research Assistant
University of Memphis
Memphis, TN
01.2020 - 03.2020
- Administered surveys and tests online or face-to-face with participants.
- Participated in meetings to discuss project progress and provide updates on work completed.
- Assisted in developing survey instruments, focus group protocols, and other data collection tools.
- Reviewed existing materials related to projects such as questionnaires or interview guides.
- Collected, compiled, analyzed, and interpreted quantitative and qualitative data using statistical software packages such as SPSS and NVivo.
- Terminated due to Covid-19
IT SERVICE DESK AGENT
University of Memphis
Memphis, TN
09.2018 - 03.2020
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Coordinated with other departments when needed to resolve complex cases.
- Assisted customers in troubleshooting hardware, software and network related problems.
- Evaluated existing processes for areas of improvement or optimization.
- Created service tickets to document all inquiries, incidents, requests and resolutions.
- Identified opportunities for improvement within existing processes and procedures.
- Provided technical assistance and support for incoming queries, issues and requests through phone calls, emails and chat.
- Ensured that all customer interactions were logged accurately in the help desk database.
- Resolved customer complaints promptly and professionally.
Education
Master of Science - Clinical Mental Health Counseling
Capella University
Minneota, MN03-2025
Bachelor of Arts - Applied Psychology
University of Memphis
Memphis, TN05-2020
Associate of Applied Science -
Southwest Community College
Memphis, TN12-2017
Skills
- Clinical assessment
- Representative experience
- Community outreach
- Verbal and written communication
- Multitasking Abilities
- Time management abilities
- Computer proficiency
- Microsoft PowerPoint
- Multi-line telephone operations
- Data entry
- Conflict mediation
- Appointment scheduling
- Positive and professional
- Customer service
- Psychological assessment
Affiliations
- Creative Arts: Passionate about painting and drawing, using art as a form of self-expression and relaxation.
- Gaming & Technology: Enjoy playing video games, exploring different genres, and analyzing game design.
- Outdoor Activities: Enthusiastic about hiking and exploring nature, promoting physical and mental well-being.
- Travel & Culture: Love traveling to new places, experiencing different cultures, and broadening my perspectives.
- (NSLS) National Society of Leadership and Success
Timeline
Therapeutic Liaison and Intern
A Healthy Mind LLC
01.2021 - Current
Psychology Research Assistant
University of Memphis
01.2020 - 03.2020
IT SERVICE DESK AGENT
University of Memphis
09.2018 - 03.2020
Master of Science - Clinical Mental Health Counseling
Capella University
Bachelor of Arts - Applied Psychology
University of Memphis
Associate of Applied Science -
Southwest Community College
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