Jacqueline Nichols
Charles Town, WV
Summary
Mental Health Technician with experience in providing compassionate care and support to individuals with diverse needs. Skilled in technical support, early childhood education, supervisory experience and customer service , with strong focus on teamwork and effective communication. Adept at managing time efficiently and ensuring a safe and supportive environment for patients and residents.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Mental Health Techncian
Veterans Affairs Health Administration
Martinsburg, WV
01.2024 - Current
- Monitored patient behavior and provided support during daily activities to ensure safety and well-being.
- Assisted in developing and implementing individualized treatment plans tailored to veterans' needs.
- Documented patient progress and communicated effectively with healthcare teams to enhance care coordination.
- Conducted therapeutic group sessions, fostering a supportive environment for emotional expression and recovery.
- Implemented strategies for crisis intervention, promoting de-escalation techniques among patients in distress.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Maintained detailed records of patient interactions, ensuring accurate documentation for future reference.
- Promoted a safe, therapeutic environment by enforcing facility policies and maintaining patient confidentiality at all times.
Customer Service Representative
Calloway and Associates , Inc- Full-time 40hrs
Shepherdstown, WV
02.2023 - 09.2023
- Resolved customer inquiries through multiple communication channels, enhancing overall satisfaction.
- Maintained accurate records of customer interactions using CRM software, ensuring data integrity.
- Collaborated with team members to streamline processes, improving response times for service requests.
- Trained new staff on company policies and procedures, fostering an efficient onboarding experience.
- Developed troubleshooting guides that reduced resolution time for common issues by providing clear solutions.
- Handled escalated customer complaints with professionalism, leading to successful conflict resolution outcomes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Lead Infant Teacher- Full-Time 40hrs
Tiny Treasures Daycare
Charles Town, WV
08.2021 - 12.2022
- Developed and implemented age-appropriate lesson plans to foster cognitive and emotional growth.
- Mentored new teachers, providing guidance on curriculum delivery and classroom management techniques.
- Monitored child development milestones, ensuring individualized support for each infant's needs.
- Coordinated daily activities to promote socialization, communication, and motor skills in infants.
- Kept classroom and feeding areas clean, neat, and safe.
Assistant Teacher- PART- TIME
Ivy Prep Academy
Staten Island, NY
01.2021 - 07.2021
- Developed engaging lesson plans to enhance student understanding and participation.
- Assisted lead teacher in classroom management and daily operations for optimal learning environment.
- Implemented individualized support strategies to address diverse student needs and learning styles.
- Coordinated educational activities and resources to promote collaborative learning experiences.
- Facilitated communication between parents and teachers to strengthen home-school connections.
- Organized classroom materials efficiently, ensuring accessibility for all students during lessons.
- Supported student physical, mental, and social development using classroom games and activities.
- Supervised recess, lunch and daily student intake and dismissal.
- Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
Medical Records Clerk- Part-Time
The Medical Eye Center
Charles Town, WV
02.2019 - 11.2019
- Organized and maintained accurate patient records using electronic health record systems.
- Collaborated with healthcare staff to ensure timely retrieval of medical documentation.
- Trained new team members on record-keeping procedures and compliance standards.
- Implemented process improvements to enhance efficiency in data entry and storage.
- Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Maintained patient confidence by keeping patient records information confidential.
- Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
- Supported medical staff by providing organized and accurate medical records.
- Researched and resolved medical record discrepancies.
Substitute Teacher's Aide
Jefferson County Schools
Charles Town, WV
01.2018 - 01.2019
- Assisted lead teacher in delivering lesson plans and maintaining classroom discipline.
- Supported students with special needs, enhancing their learning experience and engagement.
- Collaborated with staff to create a positive and inclusive classroom environment.
- Implemented behavioral management strategies to improve student focus and participation.
Receptionist- Part-Time
Milstein Properties
Manhattan, NY
04.2016 - 11.2018
- Managed front desk operations, ensuring professional and courteous service to all clients and visitors.
- Coordinated appointment scheduling and maintained accurate calendar for management staff.
- Developed and implemented efficient filing system, enhancing document retrieval speed and accuracy.
- Trained new reception staff on office protocols and customer service standards.
- Streamlined visitor check-in process, reducing wait times and improving overall client experience.
- Maintained confidentiality of sensitive information while adhering to company policies and procedures.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
Supervising Coordinator- Full-Time
Cooperative Home Care
Bronx, NY
07.2011 - 08.2015
- Coordinated scheduling for client services, enhancing operational efficiency and resource allocation.
- Developed training materials for new staff, promoting consistency in service delivery and compliance.
- Managed communication between clients and caregivers, ensuring timely updates and satisfaction assessments.
- Streamlined documentation processes, improving accuracy and reducing administrative workload for team members.
- Mentored junior coordinators on effective case management strategies, contributing to overall team development and success.
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Team Leader/ Coordinator- Full-Time
Amazing Home Care
Bronx, NY
04.2009 - 07.2011
- Led team in providing high-quality home care services to clients.
- Implemented training programs to enhance staff performance and service delivery.
- Coordinated scheduling and resource allocation for efficient team operations.
- Developed and maintained strong relationships with clients and their families.
- Mentored junior staff, fostering professional growth and enhancing team dynamics.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Education
High School Diploma -
Park East High School
Manhattan, NY06-2001
Skills
- De-escalation techniques
- Behavior observation
- Stress reduction techniques
- Behavior management
- Patient safety management
- Bilingual in English and Spanish
- Empathy development
- Multicultural competence
- Clinical documentation
Certification
- First Aid/CPR Certified
- PT - Phlebotomy Technician
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Mental Health Techncian
Veterans Affairs Health Administration
01.2024 - Current
Customer Service Representative
Calloway and Associates , Inc- Full-time 40hrs
02.2023 - 09.2023
Lead Infant Teacher- Full-Time 40hrs
Tiny Treasures Daycare
08.2021 - 12.2022
Assistant Teacher- PART- TIME
Ivy Prep Academy
01.2021 - 07.2021
Medical Records Clerk- Part-Time
The Medical Eye Center
02.2019 - 11.2019
Substitute Teacher's Aide
Jefferson County Schools
01.2018 - 01.2019
Receptionist- Part-Time
Milstein Properties
04.2016 - 11.2018
Supervising Coordinator- Full-Time
Cooperative Home Care
07.2011 - 08.2015
Team Leader/ Coordinator- Full-Time
Amazing Home Care
04.2009 - 07.2011
High School Diploma -
Park East High School