Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Laura Horn

Lancaster,PA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Behavioral Health Technician

CCRES
08.2022 - Current
  • Built and maintained positive staff relationships to promote teamwork and better serve clients.
  • Completed documentation for every incident and forwarded to correct personnel for review.
  • Developed and maintained positive relationships with clients to create safe and supportive environment.
  • Collected data on client's behaviors and followed client's behavior plan to practice correcting behaviors.

Youth Care Worker

Hopes Haven
04.2019 - 08.2023
  • Completed clear and concise documentation of youth behavior and actions.
  • Utilized system model to teach youth life skills in accordance with individualized treatment plans.
  • Provided emergency response in crisis situations to diffuse tensions and prevent violence.
  • Taught clients to relate socially through use of daily routines and activities.

Pharmacy Technician

CVS Health
11.2018 - 03.2019
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Stocked, labeled, and inventoried medication to keep accurate records.

Direct Support Professional

Excentia
03.2017 - 05.2018
  • Assisted disabled clients to support independence and well-being.
  • Administered medication as directed by physician.
  • Maintained clean, safe, and well-organized patient environment.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.

Client Service Professional/Receptionist

H&R Block
12.2016 - 05.2017
  • Participated in regular trainings and workshops to keep up-to-date on all company products and services.
  • Responded to customer questions via phone, email and in-person.
  • Maintained and managed customer files and databases.
  • Responded to customer calls and emails to answer questions about products and services.

Patient Care Assistant

Oak Leaf Manor
11.2015 - 12.2016
  • Attended to patient and family's immediate needs and concerns by acknowledging and providing required attention.
  • Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.

Customer Service Associate

CSA, Men's Wearhouse
08.2015 - 05.2016
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Provided product and service recommendations to guide customers on products to meet varying needs.

Cashier/Sales Associate

Kmart
09.2013 - 01.2014
  • Helped customers complete purchases, locate items, and join reward programs.
  • Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
  • Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
  • Connected with customers to support positive transaction experiences and address service concerns.

Education

High School Diploma -

Mccaskey Campus
Lancaster, PA
06.2015

Skills

  • Safety Protocols
  • HIPAA Regulations
  • Policy Development
  • Resource Coordination
  • Active Listening
  • Medical Terminology Knowledge
  • CPR Certified
  • Crisis Intervention

Certification

  • First Aid/CPR Certified
  • Medical Terminology Certification

Timeline

Behavioral Health Technician

CCRES
08.2022 - Current

Youth Care Worker

Hopes Haven
04.2019 - 08.2023

Pharmacy Technician

CVS Health
11.2018 - 03.2019

Direct Support Professional

Excentia
03.2017 - 05.2018

Client Service Professional/Receptionist

H&R Block
12.2016 - 05.2017

Patient Care Assistant

Oak Leaf Manor
11.2015 - 12.2016

Customer Service Associate

CSA, Men's Wearhouse
08.2015 - 05.2016

Cashier/Sales Associate

Kmart
09.2013 - 01.2014

High School Diploma -

Mccaskey Campus

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