Emily Byers
Project Engineer
Austin,TX
Summary
Results-driven professional with extensive experience in customer service, hospitality, and operations management. Proven ability to lead and train teams, optimize client experiences, and ensure seamless day-to-day operations. Expertise includes behavioral health and mental health technician roles, practical training, and valet/hospitality management. Recognized for promotion to practical training supervisor at Charter Communications, showcasing strong leadership and mentorship capabilities while balancing customer satisfaction with operational efficiency.
Overview
5
5
years of professional experience
Work History
Behavior Health Technician
Grace Recovery
05.2025 - Current
- Provided direct care and supervision to clients and behavioral health setting, stability, and adherence to treatment plans.
- Monitored and documented patient behavior, mood, progress, and reporting significant changes to clinical staff in a timely manner.
- Supported family members in understanding the challenges faced by their loved ones, fostering a supportive environment for ongoing behavioral change.
- Served as an advocate for clients within the treatment team, ensuring their voices were heard and their needs were met.
- Developed visual schedules and other supports for clients requiring additional structure during daily activities, increasing independence levels over time.
Workforce Training Supervisor/ Customer Success in Retention
Charter Communications
07.2022 - 05.2025
- Customer retention and loyalty building
- Conflict resolution and de-escalation
- Account management
- Upselling and cross-selling
- CRM & Account software
- Call center operations and metrics (AHT, QA, CSAT)
- Sales strategy and closing techniques
- Communication and negotiations
- Problem solving & decision making
- Team collaboration/ Coaching
- Misc.
- Managed a team of trainers to ensure consistent delivery of high-quality training sessions across all departments.
- Achieved measurable improvements in staff productivity through targeted coaching sessions and skill development workshops.
Hospitality & Logistics Management
PMC - Parking Management (The Driskoll)
09.2021 - 07.2022
- Guest services and concierge support
- Valet and parking operations
- High pressure customer service
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Luxury and hospitality standards
- Professional communication and etiquette
- Safety and vehicle handling
- Problem resolution and guest recovery
- Team collaboration and leadership
- Time management and multi-tasking
- Self-motivated, with a strong sense of personal responsibility.
Education
Bachelor of Business Science - Business Management
Del Mar College
Corpus Christi, Tx05-2019
Bachelor of Business Science - Business
Texas A&M Corpus Christi
Corpus Christi, Tx05-2016
High School Diploma -
Red Oak High School
Red Oak, Tx05-2014
Skills
Customer Service and Client Relations
Leadership and Training
Operations and Management
Self-awareness
Psychosocial rehabilitation
Crisis intervention
Resource coordination
Problem-solving
Interests
Hobbies include wakesurfing on Lake Austin and Lake Travis, pickleball, fishing, painting, and traveling
Timeline
Behavior Health Technician
Grace Recovery
05.2025 - Current
Workforce Training Supervisor/ Customer Success in Retention
Charter Communications
07.2022 - 05.2025
Hospitality & Logistics Management
PMC - Parking Management (The Driskoll)
09.2021 - 07.2022
Bachelor of Business Science - Business
Texas A&M Corpus Christi
Bachelor of Business Science - Business Management
Del Mar College
High School Diploma -
Red Oak High School