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
Tewksbury, MA
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
North Reading, MA
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
Portsmouth, NH
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