Elexia Reese
Jonesboro,AR
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Teleperformance
Salt Lake City, Utah
05.2024 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
ABA Behavior Therapist
Dash ABA
Jonesboro, AR
12.2023 - 05.2024
- Developed and implemented behavior intervention plans based on ABA principles.
- Provided 1, 1 therapy to individuals with autism spectrum disorder.
- Conducted functional assessments and developed skill acquisition programs for clients.
- Collaborated with teachers, parents, and other professionals to ensure effective implementation of treatment plans.
- Monitored and tracked client progress using data collection systems such as direct observation, running records, frequency counts.
- Provided verbal prompts and reinforcement strategies to increase desired behaviors.
- Implemented positive reinforcement strategies to reduce challenging behaviors in clients.
- Utilized visual supports such as picture schedules to promote independence in daily living skills.
- Created visual aids such as tokens boards or charts to track progress towards goals.
- Instructed families on how to implement home-based interventions effectively.
- Maintained accurate documentation of client progress according to agency standards.
- Attended weekly supervision meetings with the clinical supervisor.
- Developed individualized behavior support plans for each client.
- Assisted clients in developing social skills through role play activities.
- Participated in team meetings with other professionals involved in the care of the client.
Mental Health Technician
St Bernards Medical Center
Jonesboro, AR
08.2019 - 09.2023
- Participated in weekly multidisciplinary team meetings to discuss patient progress and plan further interventions.
- Collaborated with other healthcare professionals such as social workers, psychiatrists, counselors and nurses to coordinate quality care for each client.
- Created activities that promoted physical wellness, emotional stability, cognitive functioning, independent living skills and social interaction among patients.
- Ensured safety of all clients through continuous observation and monitoring during shift hours.
- Implemented therapeutic techniques such as art therapy, recreational therapy or music therapy.
- Supervised visitors entering the facility according to established security protocols.
- Provided crisis intervention and de-escalation techniques to help manage patient behavior.
- Monitored vital signs, including pulse, respiration and temperature, of psychiatric patients.
- Observed and documented changes in patient behavior and reported any significant changes to the clinical team.
- Facilitated group therapy sessions under supervision of a mental health professional.
- Developed positive relationships with patients while maintaining professional boundaries.
- Provided excellent service to patients through personable communication.
- Modeled appropriate communication and problem-solving skills in crisis situations involving patients, family or staff.
- Documented patient interactions in compliance with HIPAA requirements.
Direct Care Worker
United Cerebral Palsy Of Arkansas
Jonesboro
03.2015 - 08.2019
- Provided personal care to clients, such as bathing, grooming and toileting.
- Assisted clients with daily activities, including meal preparation and medication administration.
- Coordinated transportation for medical appointments and other errands.
- Conducted home visits to assess client needs and provide support services.
- Promoted independence by teaching self-care skills such as dressing, hygiene and housekeeping tasks.
- Ensured safety of clients by monitoring environment for hazards and providing appropriate supervision when needed.
- Encouraged socialization through recreational activities such as group outings and community events.
- Organized paperwork related to case notes, assessment forms and discharge summaries.
- Provided emotional support to clients experiencing difficult life transitions or crises.
- Established trusting relationships with clients by being a reliable source of support.
- Respected cultural diversity when interacting with individuals from different backgrounds.
Direct Care Worker
Jonesboro Human Development Center
Jonesboro, AR
07.2014 - 03.2015
- Provided personal care to clients, such as bathing, grooming and toileting.
- Assisted clients with daily activities, including meal preparation and medication administration.
- Coordinated transportation for medical appointments and other errands.
- Monitored client progress and reported changes in behavior or physical condition to supervisor.
- Promoted independence by teaching self-care skills such as dressing, hygiene and housekeeping tasks.
- Ensured safety of clients by monitoring environment for hazards and providing appropriate supervision when needed.
- Encouraged socialization through recreational activities such as group outings and community events.
- Provided emotional support to clients experiencing difficult life transitions or crises.
- Established trusting relationships with clients by being a reliable source of support.
- Respected cultural diversity when interacting with individuals from different backgrounds.
- Adapted strategies depending on individual needs while adhering to established protocols.
- Responded promptly to emergency situations using sound judgment techniques.
- Performed basic first aid procedures when necessary.
- Actively promoted positive behaviors among clients through reinforcement techniques.
- Maintained confidentiality according to agency policies regarding client information.
- Made beds, swept floors and sanitized surfaces to support activities of daily living.
- Assisted with client personal care needs to foster independence and well-being.
- Helped clients with personal needs from exercise to bathing and personal grooming.
Education
Some College (No Degree) - Nursing
University of Arkansas Pine Bluff
Pine Bluff, ARSkills
- Account updating
- Scheduling
- Complaint resolution
- Appointment scheduling
- Time management
- Dispute resolution
- Credit card payment processing
- Report transcription
- Inbound and outbound calling
- Documentation
- Adaptive team player
- Customer education
- Multi-task management
- Calm demeanor
- Building rapport
- Product knowledge
- Critical thinking
- Team collaboration
- Data entry
Timeline
Customer Service Representative
Teleperformance
05.2024 - Current
ABA Behavior Therapist
Dash ABA
12.2023 - 05.2024
Mental Health Technician
St Bernards Medical Center
08.2019 - 09.2023
Direct Care Worker
United Cerebral Palsy Of Arkansas
03.2015 - 08.2019
Direct Care Worker
Jonesboro Human Development Center
07.2014 - 03.2015
Some College (No Degree) - Nursing
University of Arkansas Pine Bluff