Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Certification
Timeline
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DRUESCILLA NYAMU

Jacksonville,Florida

Summary

Empathetic and solution-focused professional with over 10 years of experience supporting individuals across healthcare, finance, and service sectors. Proven expertise in high-volume inquiries, resolving complex customer and associate concerns, and navigating sensitive issues with professionalism. Producing an associate-first mindset, excellent communication skills, and strong attention to detail. Skilled at interpreting policies, documenting service cases, and enhancing employee experience through consistent, high-quality support.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Therapist Intern

Lakeview Health
Jacksonville, FL
08.2024 - Current
  • Built trust and rapport with a compassionate approach.
  • Participated in ongoing professional development opportunities to stay current on best practices within the field of mental health counseling.
  • Adapted quickly to class needs and supported class outliers with personalized interventions.
  • Facilitated learning through group therapy sessions, using adult learning principles to support client insight and retention.
  • Developed treatment plans to outline the steps necessary for clients to achieve their goals.
  • Documented session outcomes, monitored performance trends, and reported on group dynamics.
  • Addressed cultural and diversity issues to provide clients with culturally responsive care.
  • Guided clients through policy interpretation and system navigation to promote self-sufficiency and engagement.
  • Escalated high-risk concerns while maintaining professionalism and confidentiality.
  • Supported cross-functional collaboration to improve service delivery and client support.

Member Service Specialist

VyStar Credit Union
Jacksonville, FL
06.2023 - Current
  • Served as the first point of contact, resolving inquiries related to fraud, theft, and banking services.
  • Provided policy guidance and tech support, helping clients navigate financial systems efficiently.
  • Documented service issues and escalated complex concerns in line with organizational protocol.
  • Identify and escalate customer service issues.
  • Adapted support based on customer needs, using data to identify performance trends.

Certified Nursing Assistant

Private Clients
JACKSONVILLE, FL
04.2020 - 05.2024
  • Implemented individualized care programs, ensuring client needs and safety were met.
  • Provided guidance and support to patients and families, improving emotional wellness and understanding of treatment plans.
  • Maintained documentation standards and confidentiality in compliance with healthcare policies.
  • Conduct routine check-ins, identifying areas needing improvement, and solving problems faced by the client.

Marketing Coordinator

Future Aesthetics Medical S.
Jacksonville, FL
01.2023 - 06.2023
  • Boost brand awareness with target customer demographics with social, print, and email campaigns.
  • Create engaging brochures and flyers to use for promotional materials and distribution.
  • Research, monitor and analyze market trends, customer insights and competitors to avail of resources and exercise strategic decisions.
  • Compose daily posts for social media and helped build corporate presence on Twitter, Facebook, and Instagram.
  • Track and report on marketing campaign responses.

Customer Care Specialist

Publix Supermarket
JACKSONVILLE, FL
02.2021 - 04.2022
  • Delivered high-volume customer support with professionalism and empathy.
  • Guided customers through store policies and procedures to ensure understanding and resolution.
  • Consistently exceeded service expectations and satisfaction benchmarks.

Business owner and operator

NAIROBI, KENYA
01.2017 - 01.2020
  • Oversaw end-to-end business processes to maintain proficiency and profitability.
  • Served as the primary point of contact with suppliers and contractors to achieve inventory expectations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Put together realistic budgets based on costs and fees for successfully operating the business.
  • Devised and deployed sales and marketing tactics that drove up revenue by 60%.
  • Conducted target market research to scope out industry competition and identify advantageous trends.

Forensic Science Technician

KENYA
05.2019 - 09.2019
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Proved successful working within tight deadlines and a fast-paced atmosphere.
  • Developed and maintained courteous and effective working relationships.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote a safe working environment.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Reviewed forensic analysts' reports for technical merit.

Education

Bachelor of Science - Forensic Science

Kenyatta University
Nairobi, Kenya

Master of Science - Clinical And Mental Health Counseling

University of North Florida
Jacksonville, FL

Skills

  • Associate Support and Engagement
  • Case Management
  • Confidential information handling
  • Customer Service Excellence
  • Communication (verbal and written)
  • Process Improvement and Documentation
  • Microsoft Office and Zoom
  • Time management and prioritization
  • Crisis response and de-escalation
  • Leadership and team development

Hobbies and Interests

  • Mental Health
  • Banking
  • Leadership
  • Marketing
  • Branding
  • Public Relations

Languages

  • Swahili
  • English

Certification

Leadership development

Youth Mental Health First Aid

Timeline

Therapist Intern

Lakeview Health
08.2024 - Current

Member Service Specialist

VyStar Credit Union
06.2023 - Current

Marketing Coordinator

Future Aesthetics Medical S.
01.2023 - 06.2023

Customer Care Specialist

Publix Supermarket
02.2021 - 04.2022

Certified Nursing Assistant

Private Clients
04.2020 - 05.2024

Forensic Science Technician

05.2019 - 09.2019

Business owner and operator

01.2017 - 01.2020

Bachelor of Science - Forensic Science

Kenyatta University

Master of Science - Clinical And Mental Health Counseling

University of North Florida

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DRUESCILLA NYAMU