Diana Gatz

• Provided caring companionship to elderly and developmentally disabled patients.
• Performed all tasks with a patient-centered focus while seeking opportunities for improvement of processes and treatments.
• Coordinated Quality Improvement Activities (QIA's) to identify performance areas for improvement.
• Modified settings to adjust for dynamic mental and physical requirements.
• Supported total well-being by planning social and physical activities.

Substance abuse counselors are charged with assisting patients through drug rehabilitation programs and offering techniques for handling addiction. Patients may work with substance abuse counselors individually, but treatment is often provided in group sessions. Counselors assist patients with crisis management and coping strategies; they also help family members and friends of patients acclimate to lifestyle and behavioral changes. One of the primary tasks of any substance abuse counselor is evaluating patient progress during therapy.
There are a number of duties associated with a career in substance abuse counseling. In addition to treatment, substance abuse counselors might need to possess knowledge of drug and alcohol testing to ensure a patient is following treatment plans and medical instructions. Substance abuse counselors often work closely with doctors, nurses and social workers to provide patients with comprehensive therapy and treatment.
Substance abuse counselors work in group and one-on-one situations to provide support to people with different substance and behavioral addictions or even eating disorders. As a substance abuse counselor, you may also need to collaborate with doctors, nurses, and therapists on a patient's therapy and treatment.

• Supported total well-being by planning social and physical activities.
• Prepared healthy meals for to meet unique nutrition needs.
• Arrange medication and reminded patients to take each according to the correct schedule.
• Provided caring companionship to elderly and developmentally disabled patients.
• Worked with nurses and other clinic staff to process patients and direct them to the appropriate departments. 

• Collaborated with each associate to establish realistic monthly sales goals.
• Efficiently addressed customer issues to ensure quick and successful resolution.
• Oversaw a schedule of weekly projects and anticipated timelines for milestones as well as completion dates.
• Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
• Created new processes and systems for increasing customer service satisfaction.
• Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
• Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
• Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.
• Helped customers select products that best fit their personal needs.
• Cross-trained and provided back-up for other customer service representatives when needed.
• Kept abreast of rapidly evolving technology.
• Offered exceptional customer service to differentiate and promote the company brand.
• Guaranteed positive customer experiences and resolved all customer complaints.
• Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
• Served as liaison between customers, store personnel and various store departments.
• Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
• Worked under strict deadlines and responded to service requests and emergency call-outs.
• Managed quality communication, customer support and product representation for each client.
• Built customer confidence by actively listening to their concerns and giving appropriate feedback.
• Confirmed that appropriate changes were made to resolve customers' problems.
• Answered customers' questions and addressed problems and complaints in person and via phone.

• Efficiently addressed customer issues to ensure quick and successful resolution.
• Collaborated with each associate to establish realistic monthly sales goals.
• Oversaw a schedule of weekly projects and anticipated timelines for milestones as well as completion dates.
• Extended existing customer relationships through extensive communication and tried and true marketing strategies.
• Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
• Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.
• Cross-trained and provided back-up for other customer service representatives when needed.
• Kept abreast of rapidly evolving technology.
• Offered exceptional customer service to differentiate and promote the company brand.
• Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.
• Achieved high sales percentage with consultative, value-focused customer service approach.
• Served as liaison between customers, store personnel and various store departments.
• Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
• Worked as a team member performing cashier duties, product assistance and cleaning.
• Confirmed that appropriate changes were made to resolve customers' problems.
• Assisted customers with store and product complaints.
• Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
• Answered customers' questions and addressed problems and complaints in person and via phone.
• Replenished merchandise shelves with items from the stockroom.
• Kept current on market and product trends to effectively answer customer questions.
• Trained new employees on company customer service policies and service level standards.
• Managed cash stock and inventory balances accurately.
• Held each team member accountable for achieving brand and performance goals.
• Exchanged returned merchandise for customers quickly and efficiently.
• Maintained visually appealing and effective displays for the entire store.
• Recruited, hired, developed and retained retail talent for the company.
• Opened and closed the store, which included counting cash drawers and making bank deposits.
• Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.

• Cultivated a pleasant and safe setting by using safety and policy , which was widely embraced by residents, employees and those who visited.
• Monitored infection control procedures to ensure facility-wide health and safety.
• Worked as part of team to execute proper care of body mechanics and safety of patient.
• Monitored unit budget to ensure financial objectives were met.
• Prepared for HIPAA and JCAHO reviews, ensuring required brochures and pamphlets were available to patients in all clinics.
• Implemented standards and methods to measure the effectiveness of agency activities.
• Jumped in to fill gaps for on call rotation when necessary.
• Ensured HIPAA compliance.
• Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed.
• Evaluated patient care procedural changes for effectiveness.
• Trained 10 staff nurses to provide top-quality patient care.
• Contributed to and participated in community education projects to foster widespread understanding of the prevention and treatment of illnesses.
• Established and maintained positive relationships with government regulators, residents, families, other area health care providers, physicians and community at large.
• Acted as patient advocate and implemented total patient care as part of a nursing team covering 8-10 high acuity patients per shift.