Heather Hicks
Grand Blanc,MI
Summary
Efficient and empathetic Certified Peer Recovery Specialist with 2+ years of experience supporting clients in residential treatment centers and recovery housing. Utilize personalized recovery plans, relapse prevention strategies, and healthy coping techniques to promote long-term sobriety. Skilled in motivational interviewing, crisis intervention, and harm reduction techniques.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Certified Peer Recovery Specialist
New Paths Inc-Flint, MI
07.2022 - 08.2024
- Offer personalized assistance to clients on their path to sobriety, encompassing goal setting, skill development, and relapse prevention strategies.
- Developed and implemented individualized treatment plans.
- Provided group, family, and individual counseling to support recovery goals.
- Gathered information about useful resources and helped coordinate referrals.
- Documented case management activity for accurate, reliable records.
- Improved relapse prevention rates with targeted recovery program mentoring.
- Maintained client confidentiality and adhered to HIPAA guidelines.
- Displayed sensitivity to cultural and linguistic needs of clients and families served.
- Facilitated group and individual therapy in inpatient setting.
- Supported individuals dealing with mental health and emotional issues.
- Listened to clients' concerns and provided encouragement and support.
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
- Provided counseling and support to clients with drug and alcohol abuse issues.
- Arranged community initiatives to build supportive networks for improved rehabilitation.
Customer Service Associate
Grand Blanc Florist-Grand Blanc, MI
01.2021 - 07.2022
- Sales over the phone and data entry tasks.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Service Associate
Vogt's Flowers-Flint, MI
10.1997 - 06.2019
- Phone sales, data entry, and personalized customer service.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Promptly responded to inquiries and requests from prospective customers.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Education
Bachelor of Science - Psychology
The University of Arizona Global Campus
San Diego, CA10.2025
Skills
- Social Media Engagement
- Substance Abuse Knowledge
- Boundary Setting
- Resource Navigation
- Motivational Interviewing
- Recovery planning
- Client Relationship Building
- Documentation abilities
Certification
- Certified Peer Recovery Specialist-CCAR, Present
- Certified EFT Practitioner, Present
- MDHHS Certified Peer Recovery Coach, 04/01/23 - 04/01/25
- Community Health Worker, 03/01/24 - Present
- First Aid Certification, 12/01/23 - 12/01/25
- BLS Certification, 12/01/22 - 12/01/24
- CPR Certification, 12/01/22 - 12/01/24
Timeline
Certified Peer Recovery Specialist
New Paths Inc-Flint, MI
07.2022 - 08.2024
Customer Service Associate
Grand Blanc Florist-Grand Blanc, MI
01.2021 - 07.2022
Customer Service Associate
Vogt's Flowers-Flint, MI
10.1997 - 06.2019
Bachelor of Science - Psychology
The University of Arizona Global Campus
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