Kelsey Johnson
Gallipolis,OH
Summary
Invested Social Worker dedicated to forming trusting relationships and advocating for best interest of clients. Respectful and compassionate professional offering 8-year background serving community by providing guidance for clients in need.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
APG Polytech
06.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records for over 50 customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Service and Support Administrator
Meigs County Board Of Developmental Disabilities
05.2017 - 06.2022
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Established a organized filing system that streamlined document retrieval and reduced misplaced files.
- Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
- Collaborated with multidisciplinary teams to ensure appropriate care coordination and resource allocation for clients.
- Educated families on available community resources, connecting them with essential services such as housing assistance, financial aid, or healthcare providers.
- Supported clients and families with empathy and compassion during difficult times.
- De-escalated stressful situations through individual and family crisis interventions.
- Maintained accurate case documentation, ensuring compliance with regulatory standards and facilitating informed decision-making by team members.
- Improved client well-being by conducting comprehensive assessments and developing tailored intervention plans.
- Conducted home visits to assess living environment and facilitate access to necessary resources.
- Monitored clients' progress and adapted treatment plans to meet changing needs.
- Advocated for clients'' rights, navigating complex systems to secure necessary resources and benefits.
- Increased client engagement in treatment plans by building trusting relationships through empathetic listening and consistent support.
- Collaborated with schools to address students'' social-emotional needs, working closely with teachers and administrators to create supportive learning environments.
- Coordinated external healthcare professionals to uphold high-quality, person-centered care.
Director of Social Services
Arbors At Pomeroy
05.2016 - 05.2017
- Facilitated open communication between staff members, promoting teamwork and collaborative problem-solving approaches to challenges faced by clients.
- Established preliminary and comprehensive assessment for social service needs of consumers.
- Ensured compliance with regulatory requirements by diligently monitoring policies and procedures within the department.
- Collaborated with department managers to correct and improve services.
- Increased client satisfaction by actively addressing concerns and providing timely resolutions.
- Constructed short- and long-term planning to improve client programs.
Education
Bachelor of Science - Social Work
Ohio University
Athens, OH05.2016
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Computer Proficiency
- Microsoft Excel
- Microsoft Outlook
- Order Processing
Timeline
Customer Service Representative
APG Polytech
06.2022 - Current
Service and Support Administrator
Meigs County Board Of Developmental Disabilities
05.2017 - 06.2022
Director of Social Services
Arbors At Pomeroy
05.2016 - 05.2017
Bachelor of Science - Social Work
Ohio University
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