Dawn Whitney
Epping
Summary
Dynamic leader with a proven track record at Keys Behavioral Health, enhancing client satisfaction through personalized care plans and effective case management systems. Skilled in data-driven decision making and exceptional communication, I empower teams through training and mentorship, driving productivity and fostering strong client relationships.
Overview
19
19
years of professional experience
Work History
Director of Client Experience
Keys Behavioral Health
08.2024 - Current
- Collaborated with multidisciplinary teams to facilitate client care and reduce case management barriers.
- Reviewed and developed intake and discharge planning strategies to encourage client engagement and retention.
- Increased staff productivity by providing ongoing training, support, and mentorship for case managers and related professionals.
- Enhanced patient care by implementing efficient case management systems and processes.
- Conducted regular performance evaluations to identify strengths, areas for improvement, and opportunities for growth among team members.
- Improved patient satisfaction through the development of personalized care plans and regular followup.
- Provided leadership, guidance and support to staff members.
Case Manager
Meta Addiction Treatment
05.2023 - 08.2024
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
Lead Stylist
Supercuts
09.2006 - 09.2022
- Provided advanced education training sessions to fellow stylists, continually improving the overall skill set of the team.
- Maintained a clean and organized work station, adhering to strict sanitation guidelines for the safety of clients and staff members.
- Mentored junior stylists, sharing expertise in various cutting techniques and color applications.
- Spearheaded seasonal trend workshops within the salon team, encouraging continuous professional growth among colleagues.
- Enhanced client satisfaction by providing personalized styling advice and recommendations based on individual needs.
- Streamlined appointment scheduling with efficient booking processes, resulting in reduced wait times for clients.
- Assisted management in inventory control, monitoring stock levels of salon products and ordering necessary supplies when needed.
- Developed long-lasting relationships with clientele through exceptional customer service and attention to detail.
Education
Cosmetology
Spaulding High School
Rochester, NH06-2006
Skills
- Exceptional communication
- Goal setting and achievement
- Data-driven decision making
- Sales support
- Client retention strategies
- Strong leadership
- Microsoft outlook, word, and Excel
- Customer service
- Problem-solving
- Excellent time management skills
- Verbal and written communication
- Relationship building
- Training and mentoring
- Team building and leadership
- Exceptional interpersonal communication
- Handling escalations
- Positive and constructive feedback
- Work prioritization
- Exceptional telephone etiquette
- Continuous improvement
- Customer retention
- Conflict management
- Schedule coordination
- Audit support
- Proficient in KIPU (EMR)
Timeline
Director of Client Experience
Keys Behavioral Health
08.2024 - Current
Case Manager
Meta Addiction Treatment
05.2023 - 08.2024
Lead Stylist
Supercuts
09.2006 - 09.2022
Cosmetology
Spaulding High School
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