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
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