Coleen Yap
Rancho Cordova,CA
Summary
Dedicated professional who is passionate about helping clients lead fulfilling lives by managing health-related conditions. Knowledgeable about medication administration, appointments and social activities. Well-organized and compassionate with good relationship-building skills. Also an enthusiastic client services professional with strong background directly interfacing with industry customers. Well-versed in products, services and consumer trends. Dependable achiever committed to holding highest ethical standards and maintaining customer trust. Also, with progressive experience across various mental health settings. Background working in in-patient environments.
Overview
14
14
years of professional experience
Work History
Qualified Mental Health Professional
Spindletop Center
Beaumont, TX
04.2023 - 05.2024
- Developed treatment plans and interventions for individuals struggling with mental illness.
- Conducted assessments of clients' current functioning and needs in order to develop a plan of care.
- Collaborated with interdisciplinary team members to coordinate client care.
- Educated clients on various coping strategies and techniques for managing symptoms of mental illness.
- Assisted clients in developing healthy relationships and improved communication skills.
- Established a safe therapeutic environment by actively listening and responding nonjudgmentally to clients' concerns.
- Conducted crisis intervention when needed and referred clients to appropriate resources or services as required.
- Participated in case reviews, clinical meetings, training sessions, staff meetings.
- Maintained accurate records according to agency policies and procedures.
- Adhered to ethical standards outlined by the American Psychological Association.
- Provided referrals for additional services or resources as needed.
- Encouraged self-advocacy among clients through role modeling positive behavior change strategies.
- Engaged in community outreach activities aimed at raising awareness about mental health issues.
- Encouraged clients to express feelings and discuss happenings in life to help client develop insight into themselves and relationships.
- Created client treatment plans based on assessments and goals.
- Educated family members and helped each support clients by improving coping techniques.
- Reviewed records to evaluate mental or physical condition of client or patient.
- Maintained confidentiality of records relating to clients' treatment.
- Collaborated with mental health professionals and other staff members to perform clinical assessments or develop treatment plans.
- Responded to crisis situations when severe mental health and behavioral issues arose.
- Acted as client advocate, coordinating required services and resolving emergency problems in crisis situations.
Direct Support Professional Caregiver
Ability First Financial
Albuquerque, NM
10.2018 - 11.2022
- Maintained clean and well-organized environment for client happiness and safety.
- Improved patient outlook and daily living through compassionate care.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Assisted with meal planning to meet nutritional plans.
- Followed care plan and directions to administer medications.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Laundered clothing and bedding to prevent infection.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals.
- Worked closely with clinical staff to support therapeutic and behavioral plans.
- Followed safe lifting and transferring techniques to transport residents.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Reported concerns to nurse supervisor to promote optimal care.
Caregiver
Footprints Home Health
Albuquerque, NM
08.2018 - 10.2018
- Maintained clean and well-organized environment for client happiness and safety.
- Improved patient outlook and daily living through compassionate care.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Followed care plan and directions to administer medications.
- Assisted with meal planning to meet nutritional plans.
- Assisted patients with bathing, dressing, daily hygiene care and grooming.
- Transported patients to medical, dental and personal care appointments.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Coordinated patient care plans with doctors and registered nurses and communicated treatment steps to patients.
Unlicensed Nursing Assistant
Baptist Hospital
08.2016 - 08.2018
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Engaged with patient family and friends to provide courteous visit experience.
- Answered signal lights, bells and requests-for-service to assist patient services fulfillment.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Assessed vitals and noted medical information to report changes to nursing staff and physicians.
- Promoted patient satisfaction by assisting with bathing, dressing and exercising.
- Documented nursing assessments, treatments and follow-up care to maintain patient safety and optimize workflow.
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
- Recorded patient conditions and vital signs before and after medical operations.
- Implemented fall prevention techniques as specified in plan of care.
- Demonstrated respect and regard for dignity of patients, families and fellow employees to promote professional, responsible and courteous environment.
- Completed daily room cleaning and organizing to provide patients with clean environment.
Customer Service Representative
Bed Bath & Beyond
Beaumont, TX
01.2010 - 10.2012
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Developed strong customer relationships to encourage repeat business.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Collected payments and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Accepted cash and credit card payments, issued receipts and provided change.
- Helped with purchases and signed customers up for rewards program.
- Learned roles of other departments to provide coverage and keep store operational.
Education
Bachelor of Science - Nursing
Central Philippine University
Iloilo City Philippines04.2016
High School Diploma -
Westbrook High School
Beaumont, TX04.2009
Skills
- First aid and safety
- Quality program protocols
- Records management
- Cash management experience
- Proper phone etiquette
- Client satisfaction
- Cash handling
- Customer Service
- Cash drawer balancing
- Merchandise restocking
- Product recommendations
- Cash management
- Customer assistance
- Ordering and stocking
- Behavioral assessment
- Clinical Documentation
- Goal Development
- Confidentiality
- Client Support
- Patient Advocacy
- Tracking client progress
- Client goal planning
- Case Documentation
- Building rapport
- Conflict de-escalation
- ANSA & CANS experience
- Computer skills such as word, google documents, and EXCEL
Timeline
Qualified Mental Health Professional
Spindletop Center
04.2023 - 05.2024
Direct Support Professional Caregiver
Ability First Financial
10.2018 - 11.2022
Caregiver
Footprints Home Health
08.2018 - 10.2018
Unlicensed Nursing Assistant
Baptist Hospital
08.2016 - 08.2018
Customer Service Representative
Bed Bath & Beyond
01.2010 - 10.2012
Bachelor of Science - Nursing
Central Philippine University
High School Diploma -
Westbrook High School
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