Felicia Dunson
Dayton,OH
Summary
Seeking full time, permanent employment. I have a versatile skill set with 20+ years of customer service experience. I possess superior communication skills, written and oral. I am very professional and knowledgeable in multi-line phone systems, and various medical software.
Dynamic individual with hands-on experience in customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Intake Specialist
Nova Behavioral Health
Dayton, OH
06.2024 - Current
- Assist intake clients with necessary paperwork and documents. Answer phone lines, maintain communication with community agencies to coordinate admission process for dual diagnostic rehabilitation facility.
- Coordinated intake processes, ensuring timely and accurate documentation of client information.
- Developed and maintained effective relationships with community resources for client referrals.
- Implemented process improvements that enhanced efficiency of the intake workflow.
- Monitored compliance with regulatory standards during client onboarding procedures.
- Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Educated clients about available resources within the organization, empowering them to make informed decisions regarding their care options.
- Contributed to a reduction in client wait times by effectively managing appointment scheduling and resource allocation.
Behavioral Health Technician (CDCA)
NOVA HOUSE
Dayton, OH
06.2022 - 06.2024
- Assisting chemically dependent clients with necessities needed for daily living, Facilitating Group meetings with clients in a residential drug treatment facility.
- Provided direct patient care and support in daily living activities.
- Assisted in crisis intervention and de-escalation techniques to ensure safety.
- Led therapeutic group sessions, fostering engagement and participation among patients.
- Implemented evidence-based practices to improve patient outcomes and satisfaction.
- Conducted client rounds to check on residents.
- Provided crisis intervention services, successfully de-escalating situations and ensuring patient safety.
- Facilitated on-site activities, support groups, and outings for clients.
Patient Transporter /EKG TECH
Kettering Health Network
03.2019 - 03.2022
- Transporting patients via bed/wheelchair to and from testing within hospital. Performing EKG’s on in patients.
Customer Service Representative
Lowe's Home Improvement
Xenia, OH
04.2018 - 03.2019
- Assisting customers with returns, credit card applications and performing various front desk duties.
Guest Services
Interfaith Hospitality Network
Xenia, OH
06.2015 - 04.2018
- Meal preparation for clients, maintain housekeeping of facility. Answering multi-line phone system.
STNA
Xenia, OH
10.2011 - 04.2012
- Traveled to clients home to assist with bathing, grooming, and meal preparation.
STNA
Beavercreek, OH
01.2007 - 10.2009
- Traveled to patients home to assist with personal care and meal preparations.
Sequencer
Moraine, OH
05.2001 - 11.2004
- Assembled auto parts in sequential order for shipment.
Counter person
Shaw Cleaners
Dayton, OH
03.1998 - 05.2001
- Receiving products for dry cleaning, order look-up for customers. Conducting cash and credit card transactions.
Dispatcher
Salvation Army
Dayton, OH
01.1997 - 02.1998
- Answering multiple phone lines, assisting customers with bulk pick-up request.
Inspector
Panasonic of Troy
Troy, OH
09.1994 - 01.1997
- Visually inspected color application on plasma television screens. Daily cleaning of machinery parts and components.
Packer
AT&T
Atlanta, GA
02.1987 - 07.1994
- Packing telephones for shipping.
Education
Some College (No Degree) - Practical Nursing
Miami Valley Career Tech. College
Clayton, Ohio01-2008
Belmont High School
Dayton, Ohio01-1986
Skills
- CUSTOMER SERVICE
- Multi-line Phone Systems
- Microsoft Excel
- Data confidentiality
- Certified in CPR/AED
Certification
- CPR Certification February 2022 to February 2024 Infant, child and adult
- CNA
- AED Certification
- First Aid Certification
Additional Information
- SKILL HIGHLIGHTS
- Strong work ethic
- Attention to detail
- Adaptability
- Customer service
- Communication
- Multi-tasking
- Organization
- Interpersonal skills
- Initiative and problem solving abilities
Timeline
Intake Specialist
Nova Behavioral Health
06.2024 - Current
Behavioral Health Technician (CDCA)
NOVA HOUSE
06.2022 - 06.2024
Patient Transporter /EKG TECH
Kettering Health Network
03.2019 - 03.2022
Customer Service Representative
Lowe's Home Improvement
04.2018 - 03.2019
Guest Services
Interfaith Hospitality Network
06.2015 - 04.2018
STNA
10.2011 - 04.2012
STNA
01.2007 - 10.2009
Sequencer
05.2001 - 11.2004
Counter person
Shaw Cleaners
03.1998 - 05.2001
Dispatcher
Salvation Army
01.1997 - 02.1998
Inspector
Panasonic of Troy
09.1994 - 01.1997
Packer
AT&T
02.1987 - 07.1994
Some College (No Degree) - Practical Nursing
Miami Valley Career Tech. College
Belmont High School