LAKISHA FOREMAN
Detroit,MI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
9
years of professional experience
Work History
Vocational Rehabilitation Specialist
The Customer Service Training Center
Detroit, Michigan
05.2020 - Current
- Assisted individuals with addressing disabilities and developing career plans.
- Administered preliminary and comprehensive vocational assessments.
- Promoted development of interviewing, resume writing and etiquette skills.
- Handled caseload of more than 10 clients.
- Coordinated community resources and secured referrals.
- Customized vocational exploration activities to identify self-determined rehabilitation needs and goals.
- Prepared and maintained records and case files detailing clients' personal and eligibility information, services provided and relevant correspondence.
- Mobilized case management system to document service delivery and case progress.
- Liaised with community partners to enhance employment opportunities for individuals with disabilities.
- Consulted with interdisciplinary teams to enhance coordination of care, establish medical clearance and determine optimal timing of further interventions.
- Evaluated diagnostic data to determine eligibility and needed services.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team-building activities to enhance working relationships.
- Increased customer satisfaction by resolving issues.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Conducted research, gathered information from multiple sources and presented results.
Mental Health Technician
Samaritan Behavioral Health Center
Detroit, United States
09.2020 - 01.2022
- Escorted patients from unit to meals, activities, and visitation areas to maintain the standard of safety and security.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Assisted Hospitalized psychiatric patients in setting positive daily goals, learning, and improving social skills as well as communication skills
- Assisted with helping patients identify emotional triggers and developing successful exercising coping mechanisms that would ultimately promote growth and change
- Always kept patients safe by staying keen and aware of patient’s whereabouts
- Anticipated aggressive outbursts while developing progressive ways to help redirect and de-escalate.
- Supported patients needing medical care to relieve patient anxiety and promote positive outcomes.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Engaged with colleagues in treatment team meetings to promote positive patient treatment outcomes.
- Treated clients and families with respect and dignity.
- Took and monitored vital signs, administering medications, and managed patient behavior.
Certified Home Health Aide
Providing Hearts Caregiver
Detroit, Michigan
02.2018 - 09.2020
- Monitored progress and documented patient health status changes to keep care team updated.
- Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
- Provided mobility assistance such as walking and regular exercising.
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living and adaptation to disability or illness.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Completed medical and program reports and maintained records following clinic standard operating procedures.
- Supervised daily activities and provided assistance to staff.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
- Administered prescribed medications under direction of physician.
- Maintained records of patient care, condition, progress or problems to report, and discussed observations with supervisor or case manager.
- Increased medication and medical terminology knowledge through research and continuing education.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces and purchasing supplies.
- Assisted disabled clients to support independence and well-being.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Developed rapport to create safe and trusting environment for care.
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Checked vital signs on daily basis and contacted supervisor regarding patient health concerns or behavioral changes.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Helped patients safely transition between sleeping surfaces and mobility assistance such as wheelchairs by providing consistent support.
- Administered medication as directed by physician.
- Administered medications to patients and remained vigilant for negative side effects.
- Interacted kindly with patients and families and displayed positive, outgoing attitude, resulting in establishment of long-term, professional relationships.
- Offered support for client mental and emotional needs to enhance physical outcomes and overall happiness.
Customer Service Call Center Agent
Cardiology And Vascular Associates
Detroit, Michigan
01.2016 - 02.2018
- Responded to customer comments and questions via LiveChat during shifts.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Answered over 200 calls per shift to meet fast-paced call center demands.
- Approved and terminated customer contracts upon request.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Documented and detailed calls and complaints using call center's CRM database.
- Maintained and managed customer files and databases.
- Responded to customer calls and emails to answer questions about products and services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints quickly.
- Cross-trained and provided back up for customer service managers.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Created and maintained detailed database to develop promotional sales.
- Recommended products to customers, thoroughly explaining details.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Education
Bachelor of Science - Psychology With Minor in Law
D. Reid’s Honors College-Wayne State University
Detroit, MI12.2022
High School Diploma -
Lahser High School
Bloomfield Hills, MI05.2011
Skills
- Attention to Detail
- Communication skills
- Leadership skills
- Organizational Skills
- Problem-solving Skills
- Time-Management Skills
- Caseload management
- Client advocacy
- Cultural Awareness
- Analytical and Critical Thinking
Timeline
Mental Health Technician
Samaritan Behavioral Health Center
09.2020 - 01.2022
Vocational Rehabilitation Specialist
The Customer Service Training Center
05.2020 - Current
Certified Home Health Aide
Providing Hearts Caregiver
02.2018 - 09.2020
Customer Service Call Center Agent
Cardiology And Vascular Associates
01.2016 - 02.2018
Bachelor of Science - Psychology With Minor in Law
D. Reid’s Honors College-Wayne State University
High School Diploma -
Lahser High School