Ensiyah Michael
Clifton Park,NY
Summary
Attentive professional offering background creating relaxing, productive and engaging environments for residents. Coordinated meals, recreation activities, transportation and individualized care. Successfully enabled residents to perform essential functions while prioritizing lifestyle quality.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Lead Residential Counselor
The Center For Disability Empowerment
Albany, NY
2021.05 - Current
- Provided direct supervision and instruction to a team of residential counselors.
- Conducted routine checks on client's physical health, mental well-being, and progress towards treatment goals.
- Maintained accurate records of client behavior, progress notes, incident reports.
- Ensured compliance with all applicable laws and regulations regarding residential care facilities.
Overnight Residential Counselor
Atria Senior Living
Albany, NY
2020.10 - 2021.01
- Provided guidance and support to clients in need of assistance with daily living skills.
- Monitored client progress, documented observations, and reported changes in behavior to supervisors.
- Developed therapeutic relationships by providing emotional support and positive reinforcement to clients.
- Created a safe environment that promotes self-expression, respect, trustworthiness, responsibility, empathy, and acceptance among residents.
- Organized recreational activities such as field trips or sports events to promote physical activity and healthy lifestyle habits.
- Supervised medication administration according to physician instructions.
Customer Service Representative
Maximus
Albany, NY
2019.02 - 2021.06
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Patient Transporter
Aramark
Albany, NY
2019.11 - 2020.01
- Greeted and assisted patients in wheelchairs to their appointments.
- Assisted nurses with patient transfers, using proper body mechanics and safety measures.
- Ensured patients' comfort by providing blankets, pillows, water, and other necessary items.
- Maintained cleanliness of transport vehicles and equipment.
- Provided timely transportation services for outpatients to various medical facilities.
Front End Supervisor
Price Chopper
Albany, NY
2017.08 - 2019.07
- Developed and implemented strategic plans for front end operations to ensure customer satisfaction.
- Maintained accurate records of inventory, sales, and employees.
- Trained new employees in customer service techniques and store policies.
- Monitored cash register transactions to ensure accuracy and compliance with company policies.
- Resolved customer complaints in a professional manner.
- Conducted regular performance evaluations of front end personnel.
Education
High School Diploma -
Albany High School
Albany, NY2018-06
Skills
- Family Support
- Individual Counseling
- De-Escalation Techniques
- Mental Health Assessment
- Tactful and diplomatic
- Adaptive team player
- Lead Generation
- Critical Thinking
- Microsoft Office expertise
Timeline
Lead Residential Counselor
The Center For Disability Empowerment
2021.05 - Current
Overnight Residential Counselor
Atria Senior Living
2020.10 - 2021.01
Patient Transporter
Aramark
2019.11 - 2020.01
Customer Service Representative
Maximus
2019.02 - 2021.06
Front End Supervisor
Price Chopper
2017.08 - 2019.07
High School Diploma -
Albany High School