Delores Musgrove
Ontario,CA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
Behavior Health Technician
Aurora Charter Oak Hospital
03.2022 - 02.2025
- Monitored patient behavior and progress, providing timely feedback to clinical staff.
- Assisted in developing individualized treatment plans for clients, ensuring adherence to therapeutic goals.
- Implemented behavioral interventions to promote positive coping strategies and emotional regulation.
- Collaborated with multidisciplinary teams to coordinate care and enhance patient well-being.
- Maintained accurate documentation of patient interactions and treatment outcomes in electronic health records.
- Conducted intake assessments to evaluate client needs and establish rapport effectively.
- Conducted client rounds to check on residents.
- Searched resident belongings prior to and during stays.
- Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Supported patient confidentiality in accordance with HIPAA regulations.
Customer Service Representative
Manpower Staffing
02.2023 - 06.2024
- Assisted customers with inquiries and provided information on products and services.
- Learned and utilized customer service software to manage support tickets efficiently.
- Resolved customer issues through effective communication and problem-solving techniques.
- Collaborated with team members to ensure high-quality service delivery.
- Documented customer interactions accurately for future reference and follow-up actions.
- Maintained a positive attitude while handling challenging customer situations effectively.
- Managed high-volume incoming calls, ensuring customer inquiries were addressed promptly and accurately.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Connected callers with appropriate professional, department, or business.
- Handled customer complaints using strong engagement, research and issue-resolution skills.
Documentation Specialist
Unemployment Office
03.2020 - 11.2022
- Developed comprehensive documentation templates to standardize processes and enhance team collaboration.
- Conducted thorough reviews of technical documents to ensure accuracy and compliance with industry standards.
- Implemented document control procedures to streamline workflows and reduce redundancy in reporting.
- Coordinated with cross-functional teams to gather information for project documentation, improving communication flow.
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Managed regulatory requirements and audit support needs by completing and submitting accurate paperwork.
- Converted documents from one application to another.
- Transmitted documents, organized revisions and tracked changes.
- Manipulated and converted documents to meet needs of individual personnel or projects.
Education
MEDICAL BILLING CERTIFICATE - MEDICAL BILLING
WEST TEC
Victorville, CA06-2012
High School Diploma -
Pomona Adult School
Pomona06-2007
Skills
- Professional boundaries
- Self-awareness
- Security procedures
- Documentation skills
- Customer service
- Data entry
- Critical thinking
- Call center operations
- Follow-up skills
- Appointment scheduling
- Documentation
- Call handling
- Customer communications
- Verbal and written communication
- Reliability
- Calm and professional under pressure
- Call documentation skills
- Computer skills
- Inbound phone calls
- Script adherence
Timeline
Customer Service Representative
Manpower Staffing
02.2023 - 06.2024
Behavior Health Technician
Aurora Charter Oak Hospital
03.2022 - 02.2025
Documentation Specialist
Unemployment Office
03.2020 - 11.2022
MEDICAL BILLING CERTIFICATE - MEDICAL BILLING
WEST TEC
High School Diploma -
Pomona Adult School
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