Gladys Osorio
La Mesa,CA
Summary
Dynamic and empathetic professional with a proven track record at Costco and Big Brother Big Sister, excelling in crisis intervention and building strong rapport. Leveraged bilingual skills and cognitive behavioral therapy principles to enhance customer satisfaction and patient outcomes. Achieved significant improvements in mental health support, demonstrating exceptional patient assessment and interpersonal abilities.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
Costco
02.2013 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Mental Health Counselor
Big Brother Big Sister
05.2014 - 05.2016
- Established a safe environment for clients to openly discuss their thoughts, feelings, experiences, and concerns without fear of judgment or retribution.
- Continually updated professional knowledge by attending conferences, trainings, and workshops related to advancements in the field of mental health counseling.
- Reduced crisis intervention needs by proactively monitoring patient progress and adjusting treatment approaches as necessary.
- Provided crisis intervention services during emergencies, deescalating situations and connecting individuals with appropriate resources for ongoing support.
- Improved patient treatment outcomes by conducting thorough assessments and developing customized treatment plans.
- Maintained detailed documentation of clinical notes, tracking patient progress throughout the course of treatment.
- Expanded community mental health resources by coordinating outreach events, workshops, and presentations to increase awareness and reduce stigma.
Education
Master of Science - Clinical Psychology
Vanguard University
Costa Mesa, CA05.2026
Bachelor of Arts - Psychology
University of Arizona
Tucson, AZ05.2017
Skills
- Crisis Intervention
- Bilingual in Spanish
- Behavioral Management
- Bipolar Disorder Knowledge
- Treatment Planning
- Anxiety Management
- Patient Assessment
- Cognitive Behavioral Therapy Principles
- Post-Traumatic Stress Disorder Assistance
- Building rapport
Languages
Spanish
Native or Bilingual
Timeline
Mental Health Counselor
Big Brother Big Sister
05.2014 - 05.2016
Customer Care Representative
Costco
02.2013 - Current
Master of Science - Clinical Psychology
Vanguard University
Bachelor of Arts - Psychology
University of Arizona
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