Cecilia Martinez

• Maintained accurate records of client interactions according to organizational guidelines, protecting confidentiality while ensuring thorough documentation for continuity of care purposes.
• Collaborated with interdisciplinary teams to develop comprehensive care plans based on clients'' individual strengths, needs, and preferences.
• Assisted clients in developing and maintaining personalized wellness plans, guiding them in setting achievable goals for improved mental health outcomes.
• Developed strong rapport with clients, fostering a trusting environment to encourage open communication about personal challenges and goals.
• Enhanced client recovery by providing emotional and practical support in both group and one-on-one settings.
• Mentored new peer support specialists, sharing best practices and modeling effective techniques for supporting diverse client populations.
• Strengthened relationships between clients and their natural support systems by offering guidance on effective communication techniques and conflict resolution strategies.
• Promoted client self-advocacy through education on rights, responsibilities, and navigating complex systems of care.
• Provided ongoing assessment, problem-solving and skill teaching to assist individuals with activities of daily living.
• Increased awareness of and supported participation in self-help and advocacy organizations.

• Established trust with participants through active listening, empathy, and non-judgmental approaches in all interactions.
• Served as a positive role model for peers, demonstrating effective problem-solving skills, resilience, and adaptability under challenging circumstances.
• Assisted in conflict resolution, addressing interpersonal issues between peers effectively and professionally.
• Worked collaboratively with fellow Peer Support Leaders, sharing insights, and feedback to continually improve the overall effectiveness of the program.
• Enhanced group dynamics by implementing peer support strategies and promoting open communication.
• Mentored new Peer Support Leaders, providing guidance and sharing best practices to ensure their success in the role.
• Developed comprehensive training materials to enhance the skills of fellow Peer Support Leaders.
• Increased participant engagement through tailored support sessions based on individual needs and goals.
• Connected individuals with relevant resources both within the organization and externally to further promote their personal growth journey.
• Participated in ongoing professional development opportunities to maintain knowledge of best practices within the field of peer support leadership.
• Evaluated program effectiveness using surveys and feedback, refining strategies for continuous improvement.
• Improved team collaboration by conducting regular group meetings and facilitating constructive feedback exchanges.

The Peer Community Coordinator reports to the Peer Community Supervisor in the Health and Wellness department. The Coordinator is responsible for collaborating with community partners to promote the program and recruit eligible participants and contractors.

In addition to administrating the contract terms and agreed upon services to be completed by peer support contractors, the Coordinator is an active participant in program development. The Coordinator will largely be responsible to grow the different branches of Peer programming as needed in the community.

• Grows and expands existing Peer programs and supports any peer and mental health needs in the community
• Audit all data in Formstack & Salesforce including; visits with clients, internal and external referrals, progress on goals, assessments, and completes and submits monthly reports
• Conducts outreach and education about all Peer Programs
• Facilitates opportunities for contractors to access optional support and resources provided in/for the community
• Oversees bi-monthly support groups for the Peer Community, Program Graduations, and other Peer events

• Identified barriers when treatment goals not met, treatment plan not followed or important appointments missed and collaborated in redeveloping patient treatment goals.
• Participated in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care.
• Consulted with medical staff and ancillary department to eliminate barriers to delivery of care and identified service delivery problems and potential for patient management intervention.
• Documented case notes daily and coordinated follow-up for seamless case management.
• Coordinated program referrals for community-based resources.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

• Maintained positive customer relationships by responding quickly to customer service inquiries.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
• Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
• Rotated merchandise and displays to feature new products and promotions.
• Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
• Processed payments for credit and debit cards and returned proper change for cash transactions.
• Approved regular payroll submissions for employees.
• Directed merchandising, promotion and brand loyalty efforts for business segment with greatest sales volume.
• Provided weekly work schedules to employees to accommodate business demands and vacation requests.

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
• Evaluated employee performance and coached and trained to improve weak areas.
• Maintained compliance with company policies, objectives and communication goals.
• Worked with management team to implement proper division of responsibilities.
• Set overall vision and provided team leadership.
• Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
• Interviewed, hired and trained new employees for production positions.
• Performed annual evaluations and reviews for large staff of employees.

• Trained team members on cash register operation and cash handling.
• Quickly and accurately counted drawers at start and end of each shift.
• Communicated with customers and team members to solve problems.
• Operated POS cash register and equipment to collect payments.
• Led opening and closing procedures and conducted cashier drops, cash control, and vault monitoring.
• Supervised cashiers to boost customer service levels, check accurate balance for transactions, and promote smooth operations.
• Performed store opening, closing and shift-change actions and kept accurate shift-change logs.
• Assisted customers by answering questions and fulfilling requests.
• Received and processed customer payments.
• Processed checks, cash and credit purchases or refunds.
• Educated employees on register use, merchandising and customer service.

• Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
• Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
• Modeled outstanding customer service and held cashier team accountable for consistently delivering expert support.
• Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
• Verified accuracy of daily cashier batches by checking receipts, checks and cash.
• Met coverage demands by setting effective work schedules and breaks, and effectively delegating assignments.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
• Established and optimized schedules to keep coverage and service in line with forecasted demands.
• Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
• Analyzed data and profit and loss statements to compose store budget.