Donnesha Watson
Red Oak,TX
Summary
Proven leader with extensive experience at The Trevor Project Inc, excelling in crisis management and team supervision. Skilled in employing creative problem-solving and decision-making to enhance workplace safety and staff development. Demonstrated success in staff motivation and customer service, achieving significant improvements in team performance and client satisfaction.
Overview
8
8
years of professional experience
Work History
Shift Supervisor
The Trevor Project Inc
04.2023 - Current
- Oversee a team of 6-10 digital crisis counselors daily
- Collaborate with crisis counselors in de-escalation of client contacts in crisis situations
- Assesses contact's presenting problem, support systems, coping skills, and level of emergency to determine appropriate intervention, if needed
- Intervenes appropriately with contacts who present imminent danger to self or others, including assessing lethality and taking necessary steps to intervene.
- Communicate directly with 911, Emergency Services and Crisis Units to further ensure the safety of contacts
- Participate in regularly scheduled supervision and debriefing sessions as appropriate.
Crisis Counselor
The Trevor Project Inc
10.2022 - 04.2023
- Provided timely assistance to individuals in crisis, utilizing active listening skills and empathy to establish rapport quickly.
- Conversed with individuals in crisis who chatted in or texted 988 for assistance.
- Implemented evidence-based counseling techniques to assist clients in identifying triggers for their crises and developing healthy coping strategies moving forward.
- Developed resources for clients in need, connecting them with community services and programs that best suited their situation.
- Prevented further escalation of crises by effectively deescalating intense situations through skilled verbal interventions.
- Built safety plans to lower risk of crisis and intervened in specific manners outlined by procedures.
- Managed high-stress situations with a calm demeanor, providing the necessary support to both clients and team members during challenging times.
- Evaluated risk to client or others by gathering information and conducting assessments.
Student Contact Specialist
Academic Partnerships
04.2019 - 07.2021
- Enhanced customer satisfaction by efficiently connecting callers to the correct online college Enrollment Specialist or department.
- Stayed current on industry best practices through continuous professional development activities, ensuring exceptional service standards were upheld at all times.
- Contributed positively to overall team morale by maintaining a positive attitude and consistently demonstrating a strong work ethic, even during periods of high call volume or increased workload pressures.
- Handled escalated customer issues promptly and professionally, demonstrating genuine concern for their needs while working diligently towards satisfactory resolutions.
- Participated actively in regular team meetings, sharing valuable insights and suggestions for further enhancing the customer experience journey.
Customer Service Representative
KIBO Commerce
10.2016 - 04.2018
- 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.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Riverview High School
Riverview, FL05.2004
Skills
- Employee Training
- Workplace Safety
- Customer-Oriented
- Policy Enforcement
- Team Supervision
- Decision-making capabilities
- Creative Problem-Solving
- Customer Service
- Training and mentoring
- Staff Motivation
- Staff Development
Timeline
Shift Supervisor
The Trevor Project Inc
04.2023 - Current
Crisis Counselor
The Trevor Project Inc
10.2022 - 04.2023
Student Contact Specialist
Academic Partnerships
04.2019 - 07.2021
Customer Service Representative
KIBO Commerce
10.2016 - 04.2018
High School Diploma -
Riverview High School
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