Kristen Martin
Bellingham,MA
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals, with experience in customer service and care taking roles as well. 20+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Have always went straight to the solutions through any work issues, always doing the right thing, and working hard at whatever I'm doing.
Overview
11
11
years of professional experience
Work History
Recovery Specialist
Edwina Martin House
Brockton, PA
07.2016 - 09.2020
- Enhanced overall operation of recovery house by developing and enforcing strict house policies and procedures.
- Monitored patient care, human resources, and implementation of programs policies and procedures.
- Maintained detailed records of residents'' progress and communicated updates to family members as appropriate.
- Increased resident satisfaction through compassionate support, attentive listening, and tailored guidance during their recovery journey.
- Cared for 21 patients at most times, also working overnights
- Scheduled providers according to patient need to use resources efficiently.
- Assisted residents in creating personalized aftercare plans to maintain long-term sobriety upon leaving recovery house setting.
- Reduced relapse rates by coordinating with external healthcare providers to ensure continuity of care for each resident.
- Maintained safe environment for 21 -patient facility with continuous surveillance.
- Promoted safe and stable living environment by conducting regular room inspections, maintaining cleanliness standards, and addressing maintenance issues promptly.
- Facilitated group therapy sessions for improved communication skills, conflict resolution, and coping mechanisms among residents.
- Ensured compliance with state regulations by diligently reviewing documentation, attending mandatory training sessions, and performing self-audits regularly.
- Gained strong leadership skills by managing projects from start to finish.
- Organized and detail-oriented with a strong work ethic.
- Worked well in a team setting, providing support and guidance.
- Strengthened communication skills through regular interactions with others.
- Administered random toxicity and breathalyzer tests to assess adherence to recovery plans.
- Provided training and mentorship to new Recovery Specialists, while fostering environment of teamwork and success.
- Maintained client confidentiality and adhered to HIPAA guidelines.
- Tracked client participation in treatment services to identify attendance issues
Personal Caregiver
Dotti Gentile Private Care
Milton, MA
10.2015 - 04.2020
- Provided compassionate and patient-focused care to cultivate well-being.
- Managed household duties for clients, ensuring clean and organized environment conducive to their wellbeing.
- Provided safe mobility support to help patients move around personal and public spaces.
- Utilized strong problem-solving skills to address unforeseen issues or complications in the caregiving process effectively.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Provided basic grooming and hygiene assistance to patients.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Entertained, conversed, and read aloud to keep patients mentally alert.
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted patients with self-administered medications.
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Developed positive relationships with clients by demonstrating empathy, patience, flexibility, which led to increased trust between caregiver and client.
Front Desk Assistant
Judy McDonough
Brocton, MA
08.2015 - 09.2019
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Improved communication between departments with thorough documentation of guest requests or concerns for prompt resolution.
- Assisted management in maintaining room inventory and coordinating reservations to maximize occupancy rates.
- Increased team productivity by cross-training employees in various front desk tasks such as reservation management and concierge services.
- Implemented new training materials for incoming staff members, leading to more confident performance at front desk from day one.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Maintained clean and organized front desk areas to uphold polished company image.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Stored guest valuables in safe and individual boxes for security.
- Streamlined check-in and check-out processes for improved efficiency and customer experience.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Conducted regular inventory checks of office supplies, placing orders when necessary to maintain organized workspace at all times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained staff on operating procedures and company services.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Promptly responded to inquiries and requests from prospective customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered prompt service to prioritize customer needs.
- Answered constant flow of customer calls with minimal wait times.
- Self-motivated, with a strong sense of personal responsibility.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Resolved problems, improved operations and provided exceptional service.
- Delivered services to customer locations within specific timeframes.
- Identified issues, analyzed information and provided solutions to problems.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend, and holiday shifts.
- Maintained a professional and welcoming front desk area, setting a positive first impression for guests
- Answered customer telephone calls promptly and appropriately handled needs
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
- Delivered top-notch administrative support to office staff, promoting excellence in office operations
Server
Chateau Restoration
02.2010 - 01.2012
- Checked guests' identification before serving alcoholic beverages.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Inspected dishes and utensils for cleanliness.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Bussed and reset tables to keep dining room and work areas clean.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Seated customers in timely manner by managing reservations and waitlists skillfully.
- Processed orders and sent to kitchen employees for preparation.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Proved successful working within tight deadlines and a fast-paced environment.
- Gained extensive knowledge in data entry, analysis and reporting.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Education
Associate of Arts -
Bridgewater State University
Bridgewater, MA05.2026
High School Diploma -
Bellingham High School
Bellingham, MA05.2000
Skills
- National Certified Peer Specialist
- Client Relationship Building
- First Aid CPR AED (First Aid CPR
- Inventory Management
- Merchandise Packaging
- Reliability and punctuality
- Refunds and exchanges
- Customer Service
- Cleaning and sanitizing
- Product Scanning
- Cash Drawer Balancing
- Customer Assistance
- Clinical Documentation
- Community Resources
- Problem-solving abilities
- Multitasking Abilities
- Patient Advocacy
- Certified Addiction Specialist (CAS)
Timeline
Recovery Specialist
Edwina Martin House
07.2016 - 09.2020
Personal Caregiver
Dotti Gentile Private Care
10.2015 - 04.2020
Front Desk Assistant
Judy McDonough
08.2015 - 09.2019
Server
Chateau Restoration
02.2010 - 01.2012
Associate of Arts -
Bridgewater State University
High School Diploma -
Bellingham High School
Similar Profiles
Edwina RobertsonEdwina Robertson
Personal Safari Photographer at Edwina Robertson PhotographyPersonal Safari Photographer at Edwina Robertson Photography
Buvik ThungaBuvik Thunga
Group Manager at Edwina MoyaGroup Manager at Edwina Moya
Bernard CroffieBernard Croffie
Registered nurse at Martin House Care HomeRegistered nurse at Martin House Care Home