Courtney Victoria Yanés
Houston,TX
Summary
Skilled professional knowledgeable about monitoring metrics and maximizing team success in fast-paced settings. Performance- and quality-driven with several years of experience. Natural leadership talent with motivational approach.
Dedicated and highly effective at adapting youth and adult curriculum and presentation style to educate clients and employees of all ages, as well as those of varied academic, cultural, and socio-economic backgrounds.
Overview
14
14
years of professional experience
Work History
Recovery Advocate Lead
Overlook Recovery Center for Adolescents
Dahlonega, Georgia
06.2020 - 11.2021
- Facilitate Groups on Addiction and Recovery, SMART Recovery, Wellness, experiential's, Team Building, etc
- Created curriculum for other employees to follow for better lead groups
- Provide support and encouragement to clients and employees whenever needed
- Transported clients to NA meetings
- Maintain client confidentiality and complied with all HIPPA regulations
- Scheduling for employees on my shift
- Coordinating intakes and completing documentation, surveys, inventory, and questionnaires for youth to be properly processed and admitted into center
- Assisted clients with identifying personal strengths and developing strategies for long-term sobriety.
- Developed a comprehensive case management plan for each client based on their individual needs.
- Maintained detailed records of client progress towards treatment goals.
- Participated in weekly team meetings to discuss client progress and create plans for intervention when needed.
- Established relationships with community resources to provide additional support for clients in recovery.
- Supported family members by providing education about addiction, coping skills, and available community resources.
Phlebotomist/Instructor
Grifols Biomat USA
Panama City, Florida
05.2017 - 06.2020
- Perform venipuncture
- Setup and disconnect of plasmapheresis machine
- Train employees on phlebotomy and new S.O.P's
- Identifying donors and making sure of the accuracy in documentation
- Making sure the screening process of donors is being done correctly
- Teaching new employees on what venipuncture is and how to properly perform it
- Developed and delivered classroom instruction, supervised laboratory activities, and evaluated student performance.
- Conducted orientation sessions for new students to introduce them to the program curriculum, policies and procedures.
- Created lesson plans that incorporated both theoretical knowledge and hands-on experience in phlebotomy techniques.
- Maintained detailed records of student attendance, grades, progress reports, and other relevant data.
- Provided individualized assistance to students with varying levels of proficiency in phlebotomy skills.
- Ensured compliance with all safety regulations during laboratory activities involving blood collection methods.
- Monitored inventory of supplies used by students during laboratory activities such as needles, syringes, vials.
- Counseled students on personal matters when appropriate to promote an environment conducive to learning.
Youth Specialist
Anchorage Children's Home
Panama City, Florida
01.2014 - 01.2018
- Counseling and mentoring youth that are from violent, abusive backgrounds, making sure they know that they have every opportunity to overcome their circumstances and to be successful
- Teaching youth independent living skills for the future
- Assisting youth in filling out applications for various things such as work, college and/or trade schools
- Provided guidance and support to youth regarding educational, behavioral, social, and emotional issues.
- Conducted assessments of client needs and developed strategies to help them achieve their goals.
- Collaborated with school personnel, parents and guardians, community resources and other professionals to ensure best outcomes for the youth.
- Facilitated group sessions focusing on topics such as conflict resolution, self-esteem building.
- Organized recreational activities that promoted positive development among participants.
- Created an environment conducive to learning by establishing clear expectations.
- Maintained accurate records of participant attendance and progress toward program objectives.
- Developed relationships with families through home visits and outreach efforts.
- Acted as a liaison between the agency and clients' schools or employers when needed.
- Implemented behavior management techniques to encourage appropriate behavior from participants.
- Monitored daily activities of youth participants in order to ensure safety at all times.
- Advised staff on best practices related to working with young people in challenging situations.
- Participated in training programs designed to improve knowledge of relevant topics.
- Established trusting relationships with youths by providing consistent support.
- Provided crisis intervention services when necessary.
- Ensured compliance with policies, procedures, laws and regulations pertaining to youth services.
Customer Service Rep II/Navigation Advisor
OnStar/Convergys
Charlotte, USA
01.2009 - 01.2014
- Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures
- Able to communicate clearly, both written and in speech
- Has a 'thick skin' and is able to handle complaints, even when handling unpleasant customers
- Able to suggest improvements to the various communications by the company (eg
- Website, FAQ, etc)
- Deliver world class customer service and build customer satisfaction and loyalty
- Provide effective and timely resolution of a range of customer inquiries
- Strive for one-call resolution of customer issues
- Complete ongoing training to stay abreast of product, service and policy changes
- Strike a positive and cooperative tone with both customers and coworkers
Customer Service Associate
Hewitt Associates
Charlotte, USA
01.2008 - 01.2009
- Managed current AT&T employees and retirees Employee Benefits
- Responsible for customer service division, duties included answering customer queries, problem solving and providing detailed information on new products
- Worked with new customers in the development of new accounts and the implementation of new systems
- Assisted in the development of new policies and procedures
- Assisted in the training of new customer service representatives and associates
- Performed market research surveys on customer needs and requirements
- Prepared weekly sales reports for the sales team and sales management
- Generated repeat business through successful client follow-up
Education
HS Diploma/Equivilant -
Georgia Piedmont College
01.2007
Some College (No Degree) - Correctional Program Support Service's
University of Phoenix
Skills
- Professional Networking
- Peer support
- Motivational Interviewing
- Documentation abilities
- Client Relationship Building
- File Management
- Administrative assistance
- New hire processes
- Data Entry
- Document Management
- Paperwork and reporting
- Academic Support
- Crisis Intervention
- Group Counseling
- Positive Reinforcement
- Program Planning
Qualifications Summary
Highly personable Professional with an expertise in problem solving, supervising, training and teaching. I have several years of experience in providing client satisfaction, proficient levels of staff organization, and executing projects and training deadlines. Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook).
Timeline
Recovery Advocate Lead
Overlook Recovery Center for Adolescents
06.2020 - 11.2021
Phlebotomist/Instructor
Grifols Biomat USA
05.2017 - 06.2020
Youth Specialist
Anchorage Children's Home
01.2014 - 01.2018
Customer Service Rep II/Navigation Advisor
OnStar/Convergys
01.2009 - 01.2014
Customer Service Associate
Hewitt Associates
01.2008 - 01.2009
HS Diploma/Equivilant -
Georgia Piedmont College
Some College (No Degree) - Correctional Program Support Service's
University of Phoenix