Demetrea Cottrell
Indianapolis,IN
Summary
Competent Behavioral Health Technician knowledgeable about behavioral health program requirements, support strategies and skill-building techniques. Focused on helping clients improve wellbeing and functioning by preventing substance abuse and improving confidence. Hardworking, reliable and dedicated. Diligent program support professional well-versed in evaluating behavioral and physical needs of Type clients. Documenting daily activities and special incidents while effectively managing client needs, assisting with treatment coordination and supporting program operations.
Overview
11
11
years of professional experience
Work History
Behavioral Health Technician
Hickory Recovery Center
06.2022 - Current
- Conducted client rounds to check on residents.
- Delivered compassionate care under challenging circumstances, consistently demonstrating resilience and adaptability when faced with unexpected obstacles or setbacks in patient progress.
- Provided crisis intervention services, successfully de-escalating situations and ensuring patient safety.
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
Customer Service Representative Remote
Costco.com
12.2019 - 09.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Sitel
03.2016 - 11.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Direct Support Professional
DSA
10.2015 - 02.2016
- Administered medication as directed by physician.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
Program Specialist
Covance
10.2013 - 07.2014
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
- Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
Education
Diploma -
North Central High School
Indianapolis, IN05.2008
Skills
- Conflict de-escalation
- Documentation skills
- De-escalation Strategies
- Mental Health Support
- Conflict Resolution
- Crisis handling
- Patient Observation
- Case Documentation
- Patient Assessment
- Behavior Modification Techniques
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Money handling abilities
- Microsoft Excel
- Payment Processing
- Customer satisfaction measurement
- Call Center Operations
- Professional telephone demeanor
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Paperwork Processing
- Appointment Scheduling
- Team Development
- Administrative Support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data Collection
- Customer Relationship Management (CRM)
- Staff Training
- Prioritization
- De-Escalation Techniques
- Building rapport
- Technical Support
- Clerical Support
- Filing
- Customer Education
- Product Sales
- Product and service solutions
- Multi-line phone talent
- Complaint resolution
- Documentation
Timeline
Behavioral Health Technician
Hickory Recovery Center
06.2022 - Current
Customer Service Representative Remote
Costco.com
12.2019 - 09.2023
Customer Service Representative
Sitel
03.2016 - 11.2021
Direct Support Professional
DSA
10.2015 - 02.2016
Program Specialist
Covance
10.2013 - 07.2014
Diploma -
North Central High School
Similar Profiles
Jennifer DialJennifer Dial
Assistant Director of Nursing at Hickory Recovery Treatment CenterAssistant Director of Nursing at Hickory Recovery Treatment Center
Brittany BrookinsBrittany Brookins
Intake Technician at Hickory RecoveryIntake Technician at Hickory Recovery
Misty Howiler BSN RNMisty Howiler BSN RN
Charge Nurse at Hickory Recovery / BehavioralCharge Nurse at Hickory Recovery / Behavioral