Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Ceasia Louallen

Charlotte,NC

Summary

Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. While dedicated mental health professiona background working with individuals suffering from substance abuse and behavioral disorders. Focused on client advocacy, prevention and education to reduce impacts and recurrence of serious issues. Collaborative with multidisciplinary teams to create solid support networks for client needs.

Overview

11
11
years of professional experience

Work History

Runaway Prevention Coordinator

The Relatives
Charlotte, NC
03.2020 - Current
  • Created and distributed educational materials for staff, clients, and community members.
  • Evaluated the effectiveness of current programs and proposed strategies for improvement.
  • Led supportive group discussions and education sessions with alcohol and drug users and families.
  • Provided individual counseling sessions to clients at risk of engaging in risky behaviors.
  • Facilitated trainings on topics such as substance abuse prevention, mental health awareness, and violence prevention.
  • Developed protocols for responding quickly and effectively during emergency situations.
  • Planned and organized events related to prevention initiatives.
  • Identified treatment goals based on individual diagnosis and history.
  • Conducted individual and group therapy sessions for outpatient clients.
  • Guided clients in developing skills or strategies for dealing with problems.
  • Conducted needs assessments to identify gaps in existing services and resources.
  • Planned and completed group projects, working smoothly with others.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Maintained schedule of class assignments to meet deadlines.

Peer Support Specialist

Genesis Project 1
Charlotte, NC
02.2023 - 11.2023
  • Helped individuals overcome harmful drug and alcohol addictions.
  • Assisted clients with developing relevant skills to improve functionality in social, educational and vocational situations.
  • Maintained strict data confidentiality and privacy on information related to individuals.
  • Coordinated referrals for additional services as needed based on client needs.
  • Maintained accurate records of client progress through use of electronic medical record system.
  • Assisted with administrative tasks such as scheduling appointments or updating contact information.
  • Provided follow-up care after discharge from clinical settings or other programs.
  • Attended trainings focused on best practices for working with individuals experiencing mental health issues.
  • Facilitated individual and group sessions to provide guidance and counseling.
  • Provided crisis intervention services to individuals in need of emotional and mental support.
  • Coordinated resources to support clients and help each achieve targets.
  • Met with clients to understand individual needs and develop personalized counseling plans.
  • Instilled hope by promoting positive self-disclosure and actively listening to client needs.
  • Engaged in outreach efforts to increase awareness about the organization's mission and goals.
  • Delivered products to customer locations on time.

Crisis Counselor

Alexander Youth Network
Charlotte, NC
05.2020 - 10.2022
  • Maintained accurate records of all client interactions using an electronic health record system.
  • Responded promptly to emergency situations by providing crisis intervention services.
  • Referred individuals to outside resources and services for additional support.
  • Collaborated with other mental health professionals to coordinate care for clients in need of additional services.
  • Monitored client progress towards treatment goals through regular follow-up sessions.
  • Facilitated group counseling sessions to help clients develop coping strategies and problem-solving skills.
  • Met with clients to understand individual needs and develop personalized counseling plans.
  • Participated in weekly supervision meetings with clinical supervisor reviewing current cases.
  • Encouraged development of relevant skills to help overcome specific concerns.
  • Responded to crisis situations when severe mental health and behavioral issues arose.
  • Worked with cross-functional teams to achieve goals.

Front End Supervisor

Sam's Club
Charlotte, NC
04.2017 - 05.2021
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
  • Counted and balanced registers.
  • Assisted management team in developing operational strategies that improved overall store performance.
  • Investigated incidents reported by customers or staff members involving theft or fraud at the checkout area.
  • Resolved customer complaints in a professional manner.
  • Monitored cash drawers in checkouts to verify adequate cash supply.
  • Promoted store loyalty program to increase customer engagement and drive consistent sales.
  • Trained new employees in customer service techniques and store policies.
  • Organized and updated schedules to optimize coverage for expected customer demands.
  • Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
  • Performed daily audits on registers and safe counts to verify accuracy of funds on hand.
  • Directed and supervised staff performance.

Shift Supervisor

TopGolf
Charlotte, NC
05.2018 - 12.2020
  • Handled escalated customer concerns and emergencies in absence of manager or supervisor.
  • Provided feedback to employees regarding their performance in order to improve productivity.
  • Managed daily workflow and scheduled staff for adequate coverage.
  • Performed minor equipment repairs to keep jobs on task and notified maintenance department of major machinery failures.
  • Kept records of employees' attendance and working hours for accurate calculation of billable cycle.
  • Read and interpreted work order specifications and information to plan, schedule and carry out jobs effectively.
  • Collaborated with management to plan special events or promotions.
  • Performed cash handling duties such as counting money, balancing registers, and preparing bank deposits.
  • Delegated tasks to multiple employees while maintaining efficient workplace.
  • Delegated tasks to employees and monitored activities and task completion.
  • Assigned tasks to employees and monitored productivity, performance and task completion.
  • Recruited, hired and mentored new team members, working closely with human resources department.

Shift Manager

Finish Line
New York, NY
04.2013 - 02.2016
  • Evaluated and assessed personnel to identify potential candidates for promotion.
  • Determined budgets, production goals and rates based on company policies and requirements.
  • Upheld company standards and compliance requirements for operations.
  • Coached employees on interactions with customers to drive exceptional service.
  • Coordinated shift workers for inventory receiving, auditing and restocking.
  • Helped employees accomplish tasks during peak periods.
  • Responded quickly and effectively to emergency situations as they arose.
  • Oversaw the training of new employees on customer service, product knowledge, and cash handling techniques.
  • Provided coaching and guidance to team members when necessary to improve performance.
  • Reported employee behavioral issues, losses and customer complaints to upper-level management.
  • Managed schedules, accepted time off requests and maintained coverage for shifts.
  • Documented receipts, employee hours and inventory movement.
  • Enforced company policies, answered coworkers' questions and trained new personnel.
  • Reviewed financial statements to meet targets during shift.
  • Managed the scheduling of staff shifts to ensure adequate coverage at all times.
  • Identified needs of customers promptly and efficiently.
  • Positioned skilled staff in key areas throughout shift to optimize department productivity.
  • Analyzed sales reports for trends in order to identify areas for improvement or growth opportunities.
  • Communicated with other shift managers to facilitate continuum of customer service.
  • Performed regular price checks to ensure accuracy in pricing throughout the store.
  • Reviewed security footage regularly for suspicious activities or theft attempts.
  • Observed and monitored utilization of equipment.

Education

GED -

QFoundation
Charlotte, NC
03-2013

Skills

  • Defining Treatment Objectives
  • Client Evaluation
  • Family Counseling
  • Individual Counseling
  • Inventory Control
  • Quality Assurance
  • Staff Development
  • Safety Compliance
  • Team Development
  • Schedule Oversight
  • Payment Processing
  • Cash Handling
  • Schedule Management
  • Hiring and Recruiting
  • Handling Customer Complaints

References

References available upon request.

Timeline

Peer Support Specialist

Genesis Project 1
02.2023 - 11.2023

Crisis Counselor

Alexander Youth Network
05.2020 - 10.2022

Runaway Prevention Coordinator

The Relatives
03.2020 - Current

Shift Supervisor

TopGolf
05.2018 - 12.2020

Front End Supervisor

Sam's Club
04.2017 - 05.2021

Shift Manager

Finish Line
04.2013 - 02.2016

GED -

QFoundation

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Ceasia Louallen