Heather South
Topeka,KS
Summary
Seasoned professional in conflict resolution, known for high productivity and efficient task completion. Skilled in negotiation, active listening, and communication, ensuring fair outcomes in complex situations. Excel at empathy, patience, and problem-solving to navigate through disputes and foster mutual understanding.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
4
4
years of professional experience
Work History
Resolution Specialist 2
Walmart
Lawrence,KS, KS
08.2020 - 05.2021
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Analyzed customer data to identify patterns of behavior or trends in order to anticipate potential problems and develop solutions.
- Drafted correspondence to customers regarding resolutions of their issues.
- Developed a database of frequently asked questions and answers for customer service representatives to reference when responding to inquiries.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Researched complex customer service requests involving multiple departments and personnel within the organization.
- Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
- Evaluated current procedures for resolving customer disputes and recommended changes and improvements where necessary.
- Provided feedback on processes used by other departments that could impact the overall satisfaction of customers.
- Created reports on the status of outstanding cases and communicated results to management team members.
- Collaborated closely with cross-functional teams in order to provide comprehensive resolutions for customers.
- Monitored progress on active resolution efforts and maintained accurate records of activities performed related to each case.
- Performed quality assurance reviews on final resolutions prior to communicating them back to customers
Paraprofessional
Jefferson county North high school
Winchester, Kansas
09.2018 - 08.2020
- Assisted teachers with planning and preparing lessons for students.
- Provided guidance to students in the classroom setting.
- Created and maintained positive relationships with students, parents, and colleagues.
- Supervised small groups of students during instruction time.
- Collaborated with special education staff to develop Individualized Education Plans.
- Assisted in the implementation of educational programs for special needs children.
- Attended professional development workshops related to job responsibilities.
- Ensured that all safety regulations were followed in the classroom environment.
- Observed students to help teachers identify potential learning blocks and opportunities for support.
- Communicated and collaborated well with educators from various grade levels.
- Prepared instructional materials for specific classroom activities tailored to support student needs.
- Planned and led activities to develop students' physical, emotional and social growth.
- Graded assignments and tests and documented results into filing systems.
Recovery Specialist
Valeo Behavioral Health Center
Topeka, Kansas
05.2017 - 07.2018
- Provided support to individuals in recovery from substance abuse and other mental health issues.
- Created individualized treatment plans for clients based on their individual needs.
- Monitored progress of clients and updated treatment plans accordingly.
- Facilitated group therapy sessions, providing guidance and direction to participants.
- Assisted with the development of relapse prevention strategies for clients.
- Conducted assessments of client's physical, psychological and social functioning.
- Educated clients about the dangers associated with substance use and abuse.
- Maintained detailed records of client's progress throughout their treatment plan.
- Organized educational seminars related to addiction recovery topics for community members.
- Participated in outreach activities within the community aimed at connecting individuals with recovery services.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Helped clients diagnosed with addictive disease disorders increase skills, explore talents and build self-esteem.
- Counseled clients' in-group or individual sessions to help cope with substance abuse problems.
- Trained new recovery specialists in best practices and company protocols.
- Participated in continuous education to stay current with industry trends and regulations.
- Developed and maintained positive relationships with clients, ensuring satisfaction and repeat business.
- Guided clients in developing skills or strategies for dealing with problems.
- Conducted individual and group therapy sessions for outpatient clients.
Education
High School Diploma -
Washburn Rural High School
Topeka, KS08-2001
Some College (No Degree) - Accounting
Washburn University of Topeka
Topeka, KSSkills
- De-Escalation Techniques
- Information Collection
- Social Perceptiveness
- Legal Research
- Conflict Resolution
- Excellent Communication
- Teamwork and Collaboration
- Self Motivation
- Time management abilities
- Public Speaking
- Conflict Management
- Independent Decision-Making
- Problem-Solving
- Case Management
- Communication proficiency
- Dispute management
- Goal Setting
Timeline
Resolution Specialist 2
Walmart
08.2020 - 05.2021
Paraprofessional
Jefferson county North high school
09.2018 - 08.2020
Recovery Specialist
Valeo Behavioral Health Center
05.2017 - 07.2018
High School Diploma -
Washburn Rural High School
Some College (No Degree) - Accounting
Washburn University of Topeka