Fallon McClelland
Jeanerette,LA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Travel Psychiatric Technician
University of Rochester, Strong Memorial Hospital
08.2024 - Current
- Acute, adult inpatient psych unit
- Implemented crisis intervention protocols when necessary, ensuring the safety of all patients and staff members involved.
- Developed strong rapport with diverse patient populations through empathetic listening skills, helping them feel heard and understood.
- Observed patients closely for signs of distress or changes in condition, promptly reporting concerns to supervising clinicians for appropriate intervention.
- Utilized de-escalation techniques to manage challenging behaviors effectively, promoting a calm atmosphere conducive to healing.
- Maintained accurate and up-to-date documentation of patient progress, facilitating effective communication among healthcare team members.
- Implemented behavior modification strategies based on individual patient needs, contributing to improved functioning within daily life activities.
Travel Behavioral Health Technician
Children’s Hospital at Montefiore
02.2024 - 08.2024
- Pediatric inpatient department
- Participate in daily rehabilitation treatments and therapy sessions
- Collaboration with medical staff on the implementation of individual care and treatment plans
- Delivered compassionate care under challenging circumstances, consistently demonstrating resilience and adaptability when faced with unexpected obstacles or setbacks in patient progress.
- Provided crisis intervention services, successfully de-escalating situations and ensuring patient safety.
- Assisted patients in developing individualized goals for recovery and provided ongoing support throughout the process.
Travel Mental Health Technician
University of Massachusetts Memorial Hospital
03.2023 - 02.2024
- Emergency Room Pediatric Psych Department
- Foster communication, coordinate services and work extensively and closely with primary care medical providers to ensure continuity of care
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Maintained detailed records of patient interactions, ensuring accurate documentation for future reference.
Travel Behavioral Health Specialist
Children’s Hospital Colorado
10.2022 - 02.2023
- Emergency Room Pediatric Psych Department
- Implemented cognitive-behavioral techniques to address negative thought patterns and promote healthier thinking habits among clients.
- Established trust-based relationships with clients through empathetic listening and non-judgmental communication, fostering stronger therapeutic alliances.
- Provide individualized intervention for problematic behaviors using TCI techniques such as de-escalation, to prevent and/or manage crisis.
- Foster communication, coordinate services and work extensively and closely with primary care medical providers to ensure continuity of care
- Implemented and established behavior strategies by setting rules, reiterating expectations, and rewarding good behavior.
- Used epic to document patient information, progress notes, and treatment plans.
Platinum Travel Consultant/CSR
American Express
03.2022 - 06.2022
- Work from home
- Built strong relationships with clients through exceptional communication and personalized service.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Organized trips for individual, family and business travelers.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Collected, handled and documented payments for travel services and associated feels.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
Customer Service Agent
Aston Carter
01.2022 - 03.2022
- Work from home
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Collaborated with both customers and service providers
Travel Merchandiser
Asa Carlton Inc.
06.2021 - 12.2021
- Assist in remodel and rebuilding in Home Depot stores in various states and locations
- Updated pricing and signage to complete product displays and educate customers
- Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
- Completed efficient store resets to prepare store for special promotions and seasonal updates utilizing planograms
- Trained new team members in merchandising best practices, ensuring a cohesive approach across the store.
- Maximized floor space utilization by rearranging fixtures according to changing business needs and customer traffic patterns.
Behavioral Therapist
Center for Autism and Related Disorders
01.2021 - 06.2021
- Assisted behavioral analyst to implement behavior reduction and skill acquisition treatment plans created by BCBAs
- Worked hands on with our clients in our clinic, schools, and at their home
- Observed heavily as they would display daily life skills, like thoroughly washing their hands, tying their shoes, communication skills, following instructions, etc
Customer Service Representative
Let Us Answer
12.2018 - 06.2020
- Take office messages throughout the day and connecting to on-call personnel after business hours if the call warranted immediate assistance
- Record keeping and billing
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Direct Support Worker
Right at Home
08.2018 - 07.2019
- Administer bedside or personal care, such as ambulation or personal hygiene assistance.
- Prepare and maintain records of client progress and services performed, reporting changes in client condition to manager or supervisor.
- Perform healthcare-related and forensic psychiatric care tasks, such as monitoring vital signs and medication and or managing behaviors, under the direction of registered nurses
Caregiver
Home Instead Senior Care
09.2017 - 01.2018
- Prepare and maintain records of client progress and services performed, reporting changes in client condition to manager or supervisor.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Perform healthcare-related tasks, such as monitoring vital signs and medication, under the direction of registered nurses or physiotherapists.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Built strong relationships with clients to deliver emotional support and companionship.
Direct Support Worker
Rescare
05.2017 - 08.2017
- Group home setting
- Enhanced client independence by providing personalized support and implementing individualized care plans.
- Facilitated community integration by accompanying clients on outings and encouraging social interactions.
- Implemented behavior modification strategies, contributing to overall improvement in client behaviors over time.
- Assisted clients with daily living activities, promoting self-sufficiency and personal growth.
- Maintained open lines of communication between team members, ensuring timely updates on client progress or concerns.
- Maintained accurate documentation of client interactions, progress, and incidents for thorough record-keeping purposes.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
Education
Master of Arts - Clinical Psychology
The Chicago School of Professional Psychology
03.2024
Bachelor of Science - Psychology, Child and Family Studies
University of Louisiana At Lafayette
05.2022
Skills
- Analytical reasoning ability
- Strong verbal and written communication
- Strong organizational skills
- Proven leadership skills
- Professional phone communication
- Meticulous attention to detail
- Fast typing proficiency
- Accurate clinical documentation
- Experienced with medical terminology
- Interpersonal communication techniques
- Psychological support services
- Direct patient care
Certification
- BLS Certified
- Registered Line Technician
Timeline
Travel Psychiatric Technician
University of Rochester, Strong Memorial Hospital
08.2024 - Current
Travel Behavioral Health Technician
Children’s Hospital at Montefiore
02.2024 - 08.2024
Travel Mental Health Technician
University of Massachusetts Memorial Hospital
03.2023 - 02.2024
Travel Behavioral Health Specialist
Children’s Hospital Colorado
10.2022 - 02.2023
Platinum Travel Consultant/CSR
American Express
03.2022 - 06.2022
Customer Service Agent
Aston Carter
01.2022 - 03.2022
Travel Merchandiser
Asa Carlton Inc.
06.2021 - 12.2021
Behavioral Therapist
Center for Autism and Related Disorders
01.2021 - 06.2021
Customer Service Representative
Let Us Answer
12.2018 - 06.2020
Direct Support Worker
Right at Home
08.2018 - 07.2019
Caregiver
Home Instead Senior Care
09.2017 - 01.2018
Direct Support Worker
Rescare
05.2017 - 08.2017
Master of Arts - Clinical Psychology
The Chicago School of Professional Psychology
Bachelor of Science - Psychology, Child and Family Studies
University of Louisiana At Lafayette
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