Dynamic professional with a proven track record in crisis intervention and guest service excellence, notably at Eyerly Ball Community Mental Health Services. Expert in leveraging problem-solving abilities and Microsoft Excel to enhance operational efficiency and client satisfaction. Demonstrates a strong capacity for active listening and conflict resolution, driving significant improvements in client advocacy and support.
Hi, I’m
Kelly Besco
Mason City,IA
Summary
Overview
20
years of professional experience
Work History
Fed Ex GroundMason City, IA
Package Handler
06.2024 - Current
Job overview
- Followed safety regulations to maintain safe work environment.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
KwikTripClear Lake, IA
Guest Service Representative
05.2019 - Current
Job overview
- Provided exceptional guest service, addressing inquiries and concerns with empathy and professionalism.
- Assisted in training new team members on company policies, procedures, and guest service standards.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Successfully deescalated challenging situations involving unhappy or irate customers through active listening skills coupled with problem-solving abilities.
- Assisted with inventory management, helping to keep stock levels consistent and uptodate.
- Processed fuel and merchandise transactions by operating POS system with accuracy.
Eyerly Ball Community Mental Health ServicesAmes, IA
Crisis Services Case Manager
04.2023 - 07.2024
Job overview
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Monitored clients' progress and tracked client services to provide crisis interventions.
One VisionClear Lake, IA
Public Relations Coordinator
08.2022 - 04.2023
Job overview
- Raised brand awareness through consistent marketing efforts and product campaign launches.
- Achieved company objectives by leveraging internal resources and collaborating with colleagues.
- Defined and achieved project and overall organizational vision, strategies and tactics.
- Aligned projects and daily activities with company vision, strategies and tactics.
- Built professional relationships with distributors, customers and media staff by attending trade shows.
Mason City School DistrictMason City, IA
Paraeducator, Special Education
08.2019 - 08.2022
Job overview
- Assisted teachers in adapting lesson plans and materials, ensuring accessibility for all students.
- Promoted self-advocacy skills by teaching students how to express their needs effectively within the classroom setting.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Maintained accurate records of student performance, attendance, and progress towards IEP goals.
- Participated in professional development opportunities focused on new strategies for supporting special education learners successfully in the classroom.
- Improved classroom management by implementing behavior modification strategies and positive reinforcement techniques.
- Assisted classroom teacher in supervising snack time and indoor and outdoor play.
- Interacted physically and verbally with students throughout each day.
- Maintained positive attitude and affirmatively communicated with each student.
- Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
Charlie Brown Preschool and ChildcareMason City, IA
Child Caregiver
07.2018 - 07.2019
Job overview
- Ensured child safety through diligent supervision and adherence to established protocols.
- Administered first aid when necessary, maintaining a calm demeanor during emergencies and handling situations effectively.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Implemented creative problem-solving techniques to address challenges faced while caring for multiple children simultaneously.
- Supported cognitive development with age-appropriate learning materials and engaging educational games.
- Developed fine motor skills with hands-on activities such as arts and crafts or puzzles.
- Facilitated learning through play, stories and outdoor activities for successful child outcomes.
- Liaised with parents and guardians to discuss child progress.
- Provided emotional support and guidance to children during difficult times.
Self Employed ServicesAlbert Lea, MN
In-Home Child Caregiver
11.2016 - 06.2018
Job overview
- Established positive relationships with children by engaging in interactive play sessions and offering emotional support
- Ensured a safe and nurturing environment by childproofing the home and monitoring play areas.
- Coordinated household chores such as laundry, grocery shopping, and cleaning to maintain a clean living environment for the family.
- Promoted healthy lifestyle choices through balanced meal planning, physical activity involvement, and promoting good hygiene habits.
- Developed strong communication with parents to keep them informed of their child''s progress and any concerns.
- Encouraged outdoor exploration through nature walks or visits to local parks while discussing environmental awareness topics relevant to their age group.
- Organized creative arts projects that encouraged self-expression and exploration through various mediums such as painting or music making.
- Implemented age-appropriate educational activities to encourage cognitive development and foster learning experiences.
- Participated in ongoing professional development opportunities to stay current on best practices in child care provision.
- Read stories, sang songs and facilitated creative play.
- Dispensed snacks and meals to children in accordance with nutritional guidelines.
- Responded to inquiries from parents and guardians.
- Implemented daily routines and activities to stimulate and engage children.
- Assisted in potty training and toilet hygiene.
- Used positive reinforcement techniques to promote patience and other good behaviors in children.
- Documented children's growth and development.
- Prepared group activities to enhance socialization, communication and problem-solving skills for children.
- Handled daily administrative tasks efficiently to minimize time away from children.
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Elevated brand awareness with targeted marketing campaigns, leveraging social media and digital platforms.
- Interacted well with customers to build connections and nurture relationships.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Upheld quality standards through regular inspections of completed products, addressing any inconsistencies immediately.
Education
Riverland Community CollegeAustin, MN
Associate Degree from Human Services
07.2014
University Overview
- Dean's List [Semester and Year]
- Extracurricular Activities: [Activity]
- [Fraternity or Sorority Name] Member
- Research Project: [Project Name], [Project Results Statement]
Skills
- Problem-solving abilities
- Active Listening
- Problem Resolution
- Computer Proficiency
- Conflict Resolution
- Microsoft Excel
- Complaint resolution
- Professional telephone demeanor
- Microsoft Outlook
- Follow-up skills
- Microsoft PowerPoint
- De-Escalation Techniques
- Building rapport
- Assertiveness
- Community Outreach
- Patient support
- Case Management
- Discharge Planning
- Client Advocacy
- Referral Coordination
- Emotional awareness
- Case Planning
- Documentation And Reporting
- Organization and Multitasking
- MS Office
- Relationship Building
- Resource Identification
- Positive Attitude
- Email and Telephone Etiquette
- Community Resources
- Crisis Intervention
- Direct Patient Care
Accomplishments
Accomplishments
- Achieved certification by completing Adult Mental Health First Aid with accuracy and efficiency.
- Customer Follow-up - Ensured that customers were satisfied with services by doing follow-up calls.
- Used Microsoft Excel to develop tracking spreadsheets.
Affiliations
Affiliations
- Rotary International
Timeline
Package Handler
Fed Ex Ground
06.2024 - Current
Crisis Services Case Manager
Eyerly Ball Community Mental Health Services
04.2023 - 07.2024
Public Relations Coordinator
One Vision
08.2022 - 04.2023
Paraeducator, Special Education
Mason City School District
08.2019 - 08.2022
Guest Service Representative
KwikTrip
05.2019 - Current
Child Caregiver
Charlie Brown Preschool and Childcare
07.2018 - 07.2019
In-Home Child Caregiver
Self Employed Services
11.2016 - 06.2018
Riverland Community College
Associate Degree from Human Services