Christina Mitchell
Topeka,KS
Summary
Results-driven manager with expertise in coaching, conflict resolution, and relationship building. Experienced in leading teams, resolving escalated issues, and implementing process improvements in service-driven environments. Supports strong client and member relationships through effective communication and consistent follow-through.
Overview
2
2
Languages
14
14
years of professional experience
Work History
Member Services Representative
FreeState Electric Cooperative
11.2023 - Current
- Answered customer questions about billing, high charges, and kWh usage.
- Helped members prevent disconnection by reviewing available options.
- Assisted Freestate Electric Cooperative members with billing, service, and account questions.
- Resolved member complaints or routed members to appropriate personnel.
- Improved customer satisfaction through effective problem resolution.
- Resolved complaints through clear communication and reliable customer support.
- Addressed customer complaints with efficiency and courtesy, fostering positive member experiences.
- Promoted high customer satisfaction by resolving problems with knowledgeable, friendly service.
- Enhanced operational efficiency by updating procedures.
- Monitored customer service emails and replied according to rules and regulations.
- Explained electric cooperative structure and member benefits.
- Scheduled meter reads, disconnects, reconnects, and service orders.
- Managed monthly disconnection process to ensure compliance.
- Responded to outage calls and coordinated service requests with operations staff.
- Supported members with account inquiries, transaction processing, and issue resolution.
- Handled customer conflicts and difficult situations by using internal knowledge bases to develop practical solutions.
- Balanced cash drawers, prepared daily deposits, and updated cash sheet.
- Completed capital credit paperwork.
- Revised standard operating procedures.
- Monitored compliance with organizational security protocols during member interactions.
- Participated in team meetings to review customer service strategies and goals.
- Monitored compliance with organizational security protocols during member interactions.
- Participated in team meetings to review customer service strategies and goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable, friendly service.
Client Relationship Manager
Lake City Gymnastics
05.2020 - 08.2021
- Increased client growth by 50%+ during Covid 19 challenges
- Resolved client concerns, billing issues, and scheduling conflicts to improve client satisfaction
- Developed phone and in-person scripts to enhance customer interactions
- Provided feedback on process improvements for scheduling and student enrollment to streamline operations
Therapist
Alcohol and Drug Abuse Services
05.2017 - 04.2020
- Delivered individual counseling for substance use and co-occurring mental health needs.
- Led group therapy sessions using evidence-based recovery approaches.
- Managed crisis intervention for clients facing relapse or emotional distress.
- Facilitated development of individualized treatment plans in collaboration with clients.
- Built individualized treatment plans for alcohol and drug recovery support.
- Reviewed new client treatment needs using American Society of Addiction Management criteria.
- Documented client progress regularly to inform ongoing treatment strategies and treatment outcomes.
- Monitored client progress throughout therapy by tracking goals set in the treatment plan.
- Helped clients build coping skills to better manage symptoms of mental illness or emotional distress.
- Assessed patients for risk of suicide attempts or harmful behavior toward others.
- Advocated for clients to ensure access to essential services and coordinated crisis intervention responses.
- Guided patients toward appropriate community resources and specialists for additional support.
- Worked with case managers on referrals and community support services.
- Communicated clinical concerns with team members and the clinical supervisor.
- Maintained client records accurately and compliant with state and federal laws.
- Kept accurate records of clinical activity in line with HIPAA guidelines.
- Prepared documentation including assessment notes, treatment plans, progress notes, discharge summaries, and referrals.
- Follow ethical standards outlined by professional organizations such as APA or ACA.
- Conducted meetings with probation officers to discuss client progress and police to exchange necessary information during the treatment process.
Case Manager
The Guidance Center
05.2016 - 05.2017
- Connected mental health clients with community resources based on needs assessment.
- Prepared treatment plans and clinical notes in line with state and regional behavioral health standards.
- Resolved conflicts among mental health clients to enhance communication and foster positive relationships. with mental health clients.
- Conducted intake interviews and gathered psychosocial history for case records.
- Delivered case management services including intake assessment, crisis intervention, advocacy, referral, and family monitoring.
- Directed clients to community resources, housing programs, and behavioral health services.
- Worked with social workers, therapists, and providers on care coordination.
- Maintained confidential records and prepared case review reports for Guidance Center to support client assessments.
- Maintained accurate case records and documentation according to agency guidelines.
- Supported communication between clients, families, caregivers, social services, and other agencies to address client needs.
- Developed trusting relationships with social services, health care providers, and governmental agencies to facilitate client support.
- Connected clients with social services, health care providers, and governmental agencies to support autonomy.
- Advocated for clients by gathering information on treatment options and clinical status.
- Represented the organization at court hearings.
- Built and maintained relationships with community resources and service providers.
Designated Manager
European Wax Center
04.2013 - 08.2015
- Supported operations across 2 store locations and 30 team members.
- Supported $750000 store construction project for franchisee.
- Directed recruitment, hiring, and training for new staff members.
- Coordinated recruitment, hiring, and onboarding processes for new employees.
- Coordinated communication among team members, franchisee, regional franchise developer, regional trainer, corporate partners, and outside vendors to ensure alignment and operational efficiency.
- Reviewed sales reports to establish daily and weekly sales and service targets, contributing to overall sales performance.
- Led team of 30 employees to support high productivity and strong customer service.
- Helped drive sales and service dollars by approximately 10-15% month over month.
- Trained staff on new products, services, and process updates.
- Trained team members on waxing services, guest care, and retail recommendations.
- Led weekly meetings to keep teams aligned with sales goals.
- Applied corporate training materials during one-on-one and team meetings.
- Coached team members interested in growing with the company.
- Improved team member performance through strategic and tactical coaching and training.
- Prepared and delivered team member performance reviews.
- Enhanced team morale and retention by implementing recognition programs and facilitating career development opportunities.
- Created marketing campaigns to promote products and services.
- Directed marketing initiatives that increased brand awareness and sales.
- Maintained compliance with applicable laws and regulations related to business operations.
- Managed payroll processing, accounts payable, accounts receivable, budgeting, and forecasting.
- Prepared detailed reports on operational results for management review.
- Supported European Wax Center guest experience and service standards during daily operations.
- Handled escalated customer service issues with professionalism.
- Resolved guest concerns through professional communication and service recovery.
- Managed customer complaints effectively to enhance service quality in a timely manner.
- Built strong relationships with key industry stakeholders.
- Attended annual national sales conferences and shared updated training with teams.
- Led team of 30 employees to support high productivity and strong customer service.
- Developed and implemented strategic plans to support company objectives.
- Directed recruitment, hiring, and training for new staff members.
- Stayed calm and professional in stressful situations and diffused tense situations.
Education
B.A. - Psychology Education
University of Delaware
Newark, DE01-2004
Skills
- Strategic thinking abilities
- Public speaking skills
- Effective listening skills
- Flexibility and adaptability
- Relationship management techniques
- Client education
- Escalation resolution
- Conflict resolution
- Problem-solving skills
- Customer service excellence
- Coaching and leadership
- Staff development
- Policy compliance
- Microsoft Office proficiency
- Professionalism
Affiliations
- Kansas City English Bulldog Rescue
- Children and Families First Agency, Foster-Adoptive Parent
- PTO Volunteer Classroom Parent
- Member, Christ the King Church
- Long time Sponsor, World Vision
- Volunteer, Junior Achievement USA
Languages
French
Limited
Latin
Limited
Accomplishments
- Psi Chi National Honor Society
Timeline
Member Services Representative
FreeState Electric Cooperative
11.2023 - Current
Client Relationship Manager
Lake City Gymnastics
05.2020 - 08.2021
Therapist
Alcohol and Drug Abuse Services
05.2017 - 04.2020
Case Manager
The Guidance Center
05.2016 - 05.2017
Designated Manager
European Wax Center
04.2013 - 08.2015
B.A. - Psychology Education
University of Delaware