Ilene Barroteran
Coalinga,CA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Licensed Psychiatric Technician
Department Of State Hospitals
01.2020 - 01.2024
- Assessed and monitored clients' mental health status, documenting observations and reporting any significant changes to the treatment team.
- Implemented behavior modification plans designed by psychologists or psychiatrists to decrease maladaptive behaviors in patients while increasing adaptive ones.
- Enhanced treatment plans by collaborating with multidisciplinary teams, including psychiatrists, psychologists, social workers, and case managers.
- Maintained accurate and detailed documentation of patient progress, treatments, and interventions to support continuity of care.
- Administered prescribed medications accurately and monitored patients for side effects, contributing to effective treatment outcomes.
- Facilitated psychoeducational groups focused on topics such as stress management, anger management, interpersonal relationships, or symptom awareness.
Remote- Customer Service Representative
Alorica
01.2018 - 01.2020
- Handled high-volume inbound calls and resolved customer inquiries efficiently and professionally.
- Delivered timely, courteous, and effective support via phone, resolving issues on first contact
- Utilized CRM tools to track issues, manage tickets, and maintain accurate records.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Processed transactions, returns, and service requests quickly and accurately
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Call Center Agent
Alorica
01.2015 - 01.2017
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Collaborated with team members to share best practices, resulting in improved overall department performance.
- Navigated multiple software applications simultaneously during calls for efficient information retrieval and data entry tasks.
- Handled sensitive information with utmost discretion, adhering strictly to privacy regulations and company policies.
Assistant Manager
Valero Gas Station
04.2012 - 01.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
Education
Associate of Science - Psychiatric Technician
West Hills College
12-2018
Associate of Applied Science - Health Sciences
West Hills College
05-2022
Associate of Arts - Liberal Arts Math And Science
West Hills College
05-2022
Associate of Arts - Liberal Arts Social And Behavioral Science
West Hills College
05-2022
Associate of Science - Psychology
West Hills College
07-2020
Skills
- Conflict Resolution & Problem Solving
- Customer Service (Phone, Chat, Email)
- Communication Skills (Verbal & Written)
- Call Center Operations (Inbound & Outbound)
- Microsoft Office & Google Workspace
- Data Entry (35 WPM)
- Clinical documentation
- Psychiatric and Suicide assessment
- Case Management
- Care team collaboration
Languages
Spanish
Professional Working
Timeline
Licensed Psychiatric Technician
Department Of State Hospitals
01.2020 - 01.2024
Remote- Customer Service Representative
Alorica
01.2018 - 01.2020
Call Center Agent
Alorica
01.2015 - 01.2017
Assistant Manager
Valero Gas Station
04.2012 - 01.2015
Associate of Science - Psychiatric Technician
West Hills College
Associate of Applied Science - Health Sciences
West Hills College
Associate of Arts - Liberal Arts Math And Science
West Hills College
Associate of Arts - Liberal Arts Social And Behavioral Science
West Hills College
Associate of Science - Psychology
West Hills College
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