Summary
Overview
Work History
Education
Skills
Timeline
Generic

Iesha Watson

Brooklyn,NY

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Global Contact Services
03.2023 - Current
  • Responded to customer requests for products, services, and company information.
  • Implemented and developed customer service training processes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Cross-trained and backed up other customer service managers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.

Residential Habilitation Counselor

ARCH New York INC
01.2018 - 01.2021
  • Documented and filed patient health reports and charts.
  • Connected individuals with relevant community resources and coordinated referrals.
  • Protected and promoted patient rights and assisted individuals to achieve maximum independence.
  • Assisted clients with identifying treatment and recovery goals and provided services for implementation.
  • Performed assessments to determine individual limitations and strengths.
  • Achieved cost-savings by developing functional solutions to problems.
  • Established long and short-term goals for therapeutic services to encourage patient progress.
  • Assisted clients with enhancing skills in areas such as job searching, interviewing and business and personal etiquette.

Case Manager Specialist

Staten Island Developmental Disabilities Council
01.2016 - 08.2018
  • Transitioned clients to different providers based on progress or needs.
  • Acted as consultant to community programs by interpreting regulations and policies.
  • Reviewed treatment plans against individual goals and healthcare standards.
  • Communicated with legal services providers, social services agencies and local judicial systems regarding cases.
  • Advocated for clients by obtaining information regarding treatment options and clinical status.
  • Coordinated support services and optimized communication between healthcare workers and patients.
  • Assisted individuals with eligibility for available benefits.
  • Recruited, interviewed and hired volunteers and staff.
  • Determined organizational policies regarding program eligibility, requirements and benefits.
  • Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.

Community Programs Coordinator

Red Hook Recreation Center
06.2014 - 12.2015
  • Recruited, interviewed and hired volunteers and staff.
  • Developed benchmarks for measuring and monitoring strategic changes and organizational goals.
  • Oversaw fundraising activities and preparation of public relations materials.
  • Established and maintained relationships to meet community needs and avoid service duplication.
  • Implemented and evaluated staff, volunteer or training programs.
  • Assessed and identified service delivery challenges and opportunities within local area.
  • Handled administrative procedures to meet objectives set by boards of directors or senior management.
  • Researched and analyzed community needs to determine program directions and goals.
  • Determined organizational policies regarding program eligibility, requirements and benefits.
  • Prepared and maintained budgets, personnel records or training manuals.

Education

High School Diploma -

Brownsville Academy High School
05.2011

Skills

  • Team Building
  • Planning & Organizing
  • Team Management
  • Supervision & Leadership
  • Microsoft Office
  • Training & Development
  • Customer Service
  • Administrative Support Specialist
  • Records Management Databases
  • Account updating
  • Scheduling
  • Complaint resolution
  • Coordination

Timeline

Customer Service Representative

Global Contact Services
03.2023 - Current

Residential Habilitation Counselor

ARCH New York INC
01.2018 - 01.2021

Case Manager Specialist

Staten Island Developmental Disabilities Council
01.2016 - 08.2018

Community Programs Coordinator

Red Hook Recreation Center
06.2014 - 12.2015

High School Diploma -

Brownsville Academy High School
Iesha Watson