Danielle Smith
Pembroke Pines,FL
Summary
Experienced in higher education and counseling. Strong understanding of student needs by integrating counseling techniques such as motivational interviewing, and problem-solving skills to enhance student and client experiences. Knowledgeable in HIPAA and FERPA compliance and active listening has significantly improved satisfaction levels. Skillful at leveraging organizational and computer skills to develop innovative solutions, demonstrating a commitment to excellence and client advocacy. Applies exceptional interpersonal and communication skills, and eager to learn and develop in supportive environment.
Overview
6
6
years of professional experience
Work History
Counselor
Memorial Healthcare System- South Broward Community Health
10.2022 - Current
- Designed culturally-sensitive interventions tailored to each client''s background and experiences.
- Participated in ongoing professional development trainings to remain current on best practices within the counseling field.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
- Conducted thorough assessments to identify client needs and appropriate intervention strategies.
- Educated clients on available community resources, fostering a sense of empowerment and selfsufficiency.
- Supported individuals dealing with mental health and emotional issues.
- Guided clients in development of personal goals and strategies for achieving them.
- Advocated for clients' needs, connecting them with community resources to support their well-being.
Customer Service Team Lead
Nova Southeastern University
04.2020 - 09.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Supports achievement of key metrics to ensure staff delivers a seamless, exceptional student and patient experience across a broad range of processes, applications, and customer touch points including voice, email, web chats, texts, and faxes.
- Serves as trainer, quality observer, and preceptor for junior employees, while performing the duties of a customer service agent.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Evaluated customer service staff performance and provided constructive feedback.
- Explains/clarifies policies, procedures, or services with regards to patient scheduling, admissions, enrollment, registration and/or financial aid to customer service representatives.
Customer Service Representative
Nova Southeastern University
08.2018 - 04.2020
- Guided students through enrollment processes including, but not limited to web registration, create account and program application, FAFSA, accessing email, transcript requests, setting up payment plans, accessing tax documents, registering for testing, new student informational sessions, and enrollment verifications.
- Guided students to appropriate campus office and personnel, e.g., Financial Aid, Academic Advisors, Registrar, and Business Office for more in-depth information, assistance, and problem resolution.
- Utilized ERP and/or CRM systems to review prospective and current student records to help identify steps and documents needed to assist students in the enrollment and registration process.
- Instructed students on navigating student portal to execute self-service actions; reviews for completeness submitted forms and paperwork required to complete steps in processes related to registration, advising, and financial aid.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Demonstrates University's core values and service values in all interactions.
- Utilized advanced knowledge of computerized systems and operating environments for software such as Microsoft Office Products and specialized computer systems.
Education
Master of Science - Counseling
Nova Southeastern University
Davie, FL08-2022
Bachelor of Science - Psychology
Florida Agricultural And Mechanical University
Tallahassee, FL04-2017
Skills
- Counseling
- Problem-solving
- Mental health support
- HIPAA
- Client advocacy
- Building rapport
- Academic planning
- Assessment and evaluation
- Student enrollment
- Active listening
- Organizational skills
- Computer skills
- FERPA
- CPR expertise
Timeline
Counselor
Memorial Healthcare System- South Broward Community Health
10.2022 - Current
Customer Service Team Lead
Nova Southeastern University
04.2020 - 09.2022
Customer Service Representative
Nova Southeastern University
08.2018 - 04.2020
Master of Science - Counseling
Nova Southeastern University
Bachelor of Science - Psychology
Florida Agricultural And Mechanical University
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