Diamond Harrington
Indianapolis
Summary
Detail-oriented and adaptable professional with a robust background in behavioral health. Recognized for teamwork, strong communication, crisis intervention, mentoring junior staff, and patient education skills. Committed to improving client care by implementing effective treatment strategies and facilitating multidisciplinary collaboration.
Overview
13
13
years of professional experience
Work History
Behavioral Health Specialist
Lutherwood Child and Family Services
Indianapolis, IN
08.2021 - Current
- Developed individualized safety plans based on comprehensive assessments of clients' needs
- Facilitated recreational and skills group sessions to enhance coping skills and promote emotional/physical well-being
- Assisted clients in developing healthy coping mechanisms that contributed to sustained behavioral changes and improved overall well-being.
- Served as a mentor for new behavioral health specialists, sharing knowledge and expertise to support their professional growth.
- Trained and mentored junior staff in best practices for behavioral health interventions, patient interaction, and safety protocols.
- Established trust-based relationships with clients through empathetic listening and non-judgmental communication, fostering stronger therapeutic alliances.
- Accurately documented patient behavioral information and progress notes
- Provided emotional support to patients during difficult times, fostering a positive environment for healing.
- Provided crisis intervention services during emergencies, ensuring immediate support and safety for affected individuals.
- Educated patients on their rights and responsibilities, empowering them to make informed decisions.
- Collaborated with multidisciplinary teams to coordinate client care and improve service delivery
- Monitored client progress and adjusted treatment approaches to ensure effectiveness
- Implemented structure by setting rules, reiterating expectations, and praising appropriate behavior.
- Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
- Observed and monitored client behavior and responses to treatment.
- Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards.
- Documented clients' progress to keep detailed notes on each client's treatment progress and changes in mental health status.
- Oversaw Crochet Club, ensuring smooth club functionality and member satisfaction.
- Thoroughly conducted body and room searches for contraband to ensure campus safety.
- Assisted nursing staff by providing direct support during patient medication pass, body searches, and drug screenings.
- Managed Crochet Club's budget, optimizing resource allocation to improve operational efficiency.
- Managed budgeting processes, optimizing resource allocation to improve operational efficiency.
- Facilitated hands-on instruction of Transfr's virtual reality career exploration, enhancing practical skills in various trades and professions for clients.
- Assessed clients Transfr progress through evaluations, providing constructive feedback for improvement and career guidance.
- Mentored junior Transfr Superusers, fostering a culture of continuous learning and professional development.
- Collaborated with Transfr partners to fix malfunctions in equipment/program.
- Advocated for schedule changes to ensure Transfr resources were accessible to all learners.
Personal Shopper
Walmart
Indianapolis, IN
04.2020 - 08.2021
- Curated personalized shopping experiences to enhance customer satisfaction and loyalty.
- Streamlined inventory management processes to ensure product availability and reduce stock discrepancies.
- Trained and mentored new team members on best practices for customer service and product selection.
- Analyzed customer feedback to implement improvements in service delivery and shopping efficiency.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Tracked substitutions and informed customers of changes.
- Provided exceptional customer service by addressing any issues or concerns promptly, maintaining a positive reputation as a Personal Shopper.
- Balanced multiple tasks simultaneously, prioritizing urgent requests without compromising attention to detail or overall service quality.
- Greeted clients entering store to provide welcoming environment and friendly customer service.
- Increased sales revenue by carefully selecting high-quality products tailored to the unique needs of each client.
- Streamlined order fulfillment processes, enhancing overall efficiency and accuracy.
Customer Service Representative
Kohls Department Store
Indianapolis, IN
10.2016 - 05.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new staff on customer service protocols and operational procedures.
- Managed returns and exchanges, ensuring compliance with store policies and improving customer satisfaction.
- Maintained accurate records of customer interactions, enhancing data integrity for future reference.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Processed cash and electronic transactions accurately, ensuring customer satisfaction and operational efficiency.
- Managed end-of-shift cash reconciliation, identifying discrepancies and enhancing accountability measures.
- Collaborated with management to optimize checkout workflows, increasing efficiency in high-volume periods.
- Conducted regular audits of cash registers to ensure compliance with financial protocols and accuracy in reporting.
- Maintained up-to-date knowledge of promotions and store policies, assisting customers effectively with inquiries and concerns.
- Reduced discrepancies in daily cash reports through meticulous cash counting and reconciliation procedures.
- Assisted customers with various payment methods, processing returns, exchanges, credit card applications, and gift cards as needed.
- Exhibited strong multitasking skills by simultaneously engaging with customers while managing register functions during busy periods effectively reducing wait times.
Counter Server
Donatos
Indianapolis, IN
01.2015 - 10.2016
- Delivered exceptional customer service by efficiently taking and processing orders.
- Managed cash register operations, ensuring accurate transactions and maintaining cash control.
- Collaborated with kitchen staff to ensure timely food preparation and delivery to customers.
- Maintained cleanliness and organization of counter area, adhering to health and safety standards.
- Assisted in training new employees on operational procedures and best practices for customer interaction.
- Resolved customer complaints effectively, fostering a positive dining experience and repeat business.
- Monitored inventory levels, assisting in stock management to minimize shortages during peak hours.
- Enhanced customer satisfaction by providing prompt and accurate service in a fast-paced environment.
- Contributed to a positive work atmosphere by supporting teammates during high-volume periods.
- Addressed guest complaints and resolved issues to promote satisfaction.
- Maintained food safety standards by adhering to proper food handling practices during preparation and serving processes.
Assistant
Hair Thierry
Indianapolis, IN
05.2013 - 01.2015
- Supported daily operations by managing appointment scheduling and customer inquiries.
- Assisted in maintaining inventory levels and organizing product displays.
- Collaborated with the company's owner to ensure exceptional customer service experiences.
- Maintained cleanliness and organization of work areas to enhance efficiency.
- Developed familiarity with hair care products to better assist customers in selections.
- Greeted guests with friendliness and professionalism.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Processed transactions accurately using point-of-sale systems and payment processing tools.
Education
Bachelor of Science - Biology
Indiana University
IN05-2028
Skills
- Interpersonal and written communication
- Charting and other documentation
- Teamwork and collaborative problem-solving
- Time management
- Attention to detail
- Patient education
- Relationship building
- Task prioritization
- Professionalism
- Adaptability and flexibility
- Organizational skills
Timeline
Behavioral Health Specialist
Lutherwood Child and Family Services
08.2021 - Current
Personal Shopper
Walmart
04.2020 - 08.2021
Customer Service Representative
Kohls Department Store
10.2016 - 05.2020
Counter Server
Donatos
01.2015 - 10.2016
Assistant
Hair Thierry
05.2013 - 01.2015
Bachelor of Science - Biology
Indiana University