LeAnna Deneke
North Myrtle Beach,SC
Summary
Empathetic mental health professional who has long been passionate about social issues, and my educational background involves program development and facilitation in a community mental health setting with an emphasis on empowering individuals going through or recovering from substance abuse, mental health abuse, trauma, and domestic violence through innovative group, individual, and class sessions. My drive for positive social change, my knack for connecting with people of all ages and backgrounds, my strong desire to make a difference in the lives of disadvantaged men, women, and children serve well in the Mental Health Profession. As a Veterinary assistant I am responsible and educated in providing support to veterinarians in medical and surgical procedures. I strive to continue learning new routines, practices, and procedures so I am able to perform and provide the utmost care in a full time position. Authorized to work in the US for any employer
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Customer Service Representative
Animal Hospital Of North Myrtle Beach
North Myrtle Beach, SC
06.2021 - Current
- Delivered exceptional customer service, addressing inquiries and concerns effectively.
- Assisted in scheduling appointments and managing patient records using practice management software.
- Collaborated with veterinary staff to ensure seamless communication for optimal patient care.
- Trained new team members on customer service protocols and hospital procedures.
- Implemented process improvements to enhance operational efficiency within the front desk team.
- Resolved client issues promptly, maintaining high satisfaction levels through proactive communication.
- Led initiatives to streamline appointment scheduling, reducing wait times for clients and pets.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Veterinary Assistant
Animal Hospital Of North Myrtle Beach
North Myrtle Beach, SC
06.2021 - Current
- Assisted veterinarians in conducting examinations and treatments for various animal species.
- Administered medications and vaccinations as directed by veterinary staff.
- Monitored animal behavior and vital signs to ensure patient health and safety.
- Educated pet owners on post-treatment care and general animal wellness practices.
- Maintained cleanliness of examination rooms, surgical areas, and hospital equipment.
- Positioned animals for diagnostic imaging such as x-rays and scans.
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Enhanced patient care by assisting veterinarians with examinations, surgeries, and diagnostic procedures.
Veterinary Assistant Internship
Jackpot Veterinary Clinic
Tucson, AZ
07.2019 - 09.2019
- Pet Handling
- Animal Restraint for large and small animals
- Owner Communication
- Vaccine Administration
- Basic Pharmacology
- Triage
- Radiology
- Clinic Maintenance
- Surgery Assistant
- Venipuncture
- Kennel Technician
- Grooming
- Assisted with Dental procedures
DRC/Crisis Management
Pathways of Az
Tucson, AZ
12.2016 - 07.2019
- Developed treatments and casework programs for an average of 20-25 patients each month
- Solicited advice and guidance from senior personnel and other experts when difficult or atypical situations developed.
- Collaborated with court, law enforcement and community providers.
- Supplied crisis intervention and substance abuse services to patients in the community.
- Facilitated Permanency Team Meetings (PTM) and family meetings.
- Facilitated Child and Family Team Meetings
- Coordinated patient care from pre-admission to post-discharge follow-up.
- Met with 8-10 patients each day for regular therapeutic interview
- Assessed clients for abuse and neglect and compiled documentation for court reports.
- Helped each patient understand his or her illness and the contributing personal, social and economic factors.
- Taught patients how to apply for insurance and prescription programs.
- Collaborated with the program director to determine and reduce the risk of self-harm and suicide.
- Spearheaded and conducted community outreach efforts.
- Interviewed and evaluated clients, including conducting safety and risk assessments.
- Offered therapeutic services and crises intervention to emotionally disturbed children and adolescents.
- Maintained regular contact with clients, including visiting clients homes.
- Wrote reports, case summaries and compiled work records, including required statistics.
- Trained in working with patients with Asperger's Syndrome and high functioning Autism.
- DSM V
- Pathways of Arizona - 1161 N. El Dorado Place Suite
Special Education Teacher/Resources
Thornydale Elementary
Tucson, AZ
06.2009 - 12.2016
- Implemented and taught a life skills program.
- Successfully improved student participation in the classroom through integration of creative role-playing exercises.
- Redirected students using Positive Behavior Support (PBS).
- Physically and verbally interacted with students throughout the day.
- Created strategies to meet the needs of mentally and physically disabled students.
- Communicated nonverbally with children to provide them with comfort, encouragement and positive reinforcement.
- Redirected poor behavior using the positive reinforcement method.
- Designed and implemented reading and writing workshops to increase student literacy and support school reading programs.
- Assisted in developing student-led after-school programs to teach under-privileged students.
- Organized instruction material, including constructing bulletin boards and setting up work areas.
- Led activities that developed student-physical, emotional and social growth.
- Gave one-on-one attention to students, while maintaining overall focus on the entire group.
- Planned, implemented, monitored, and assessed a classroom instructional program which was consistent with Capistrano Unified District regulations and Board of Education goals.
Therapist/Case Manager/Crisis Management
The Haven
Tucson, AZ
02.2002 - 06.2009
- Developed and implemented treatment plans and modified when needed.
- Directed family-centered, strengths-based, culturally competent and individualized intakes and assessments.
- Trained in substance abuse, co-occurring disorders, and the effect of employment and housing issues on mental health.
- Connected clients with community service and resource agencies.
- Documented psychiatric services and responses to treatment in patient case files.
- Offered and documented treatment consent forms in patient health records.
- Managed a caseload of 18 patients with substance dependence and co-occurring Axis I and Axis II disorders.
- Mediated conflicts within families to clarify and resolve underlying issues.
- Led a 30-member women's counseling group to discuss topics such as eating disorders and relationship issues.
- Developed, implemented, and distributed relevant and comprehensive written materials onBody Imageand Anger Management.
- Counseled clients to help them understand and overcome personal, social and behavioral problems.
- Facilitated events such asLove Your Body Just The Way It Isto increase awareness about body image issues.
- Served as part of an on-call emergency response team for crisis intervention within the facility.
- Oversaw and FacilitatedAnger Management, Parenting With Love and Logic, social skill development and mental health awareness programs.
- Revised treatment plans in consultation with clinical psychiatrist based on patient progress.
- Managed and restrained violent, potentially violent and suicidal clients.
- Conducted18-24 one-on-one counseling sessions per week.
- Drafted monthly summary to review each client's level of participation.
- Consulted with clients when developing long term treatment plan goals and objectives.
Education
Veterinary Assistant - Veterinary
Carrington College
Tucson, AZ07-2019
Teaching Certification - Special Education
Pima Community College
Tucson, AZ01-2009
Bachelor of Science - Psychology
Missouri State University
Springfield, MO01-1997
High School Diploma - undefined
Collinsville High School
Collinsville, IL01-1993
Skills
- DSM (5 years)
- First Aid Certified (10 years)
- CPR CERTIFIED (10 years)
- DISABILITY (9 years)
- DISCHARGE PLANNING (10 years)
- Suicide Intervention (10 years)
- CPI Certified (10 years)
- Domestic Violence (10 years)
- Behavioral Health Tech (8 years)
- Case Management
- Documentation
- Mental Health
- Counseling
- Microsoft Office
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
Accomplishments
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- Veterinary Assistant
- August 2019 to Present
- Pet Handling
- Animal Restraint for large and small animals
- Owner Communication
- Vaccine Administration
- Basic Pharmacology
- Triage
- Radiology
- Clinic Maintenance
- Surgery Assistant
- Venipuncture
- Kennel Technician
- Grooming
- Assisted with Dental procedures
Timeline
Customer Service Representative
Animal Hospital Of North Myrtle Beach
06.2021 - Current
Veterinary Assistant
Animal Hospital Of North Myrtle Beach
06.2021 - Current
Veterinary Assistant Internship
Jackpot Veterinary Clinic
07.2019 - 09.2019
DRC/Crisis Management
Pathways of Az
12.2016 - 07.2019
Special Education Teacher/Resources
Thornydale Elementary
06.2009 - 12.2016
Therapist/Case Manager/Crisis Management
The Haven
02.2002 - 06.2009
High School Diploma - undefined
Collinsville High School
Bachelor of Science - Psychology
Missouri State University
Teaching Certification - Special Education
Pima Community College
Veterinary Assistant - Veterinary
Carrington College
Additional Information
- Skills
- Behavioral Health Technician Team player
- Culturally sensitive Strong interpersonal skills
- Trained in indicators of child abuse Crisis intervention techniques
- Skilled in intake interviewing Superior oral and written communication skills
- Adept at treatment and discharge planning Quality management care
- Knowledge of juvenile justice system DSM-IV knowledge
- Case management proficiency Psychosocial assessments
- Learning disability awareness Compassionate
- Social Skills
- Reliable
- Adept at conflict resolution Skilled community-based case manager
- 12 Core Functions knowledge Domestic Violence Certification
- Organized Cooperative
- Electronic record keeping experience Calm under pressure
- Knowledge of medical and psychiatric terminology
- Strengths-based solution-focused therapy
- CPR Certified
- CPI Certified
- Suicide Intervention
- Pet Handling
- Animal Restraint (large and small)
- Vaccine Administration
- Pharmacology
- Triage
- Radiology
- Clinic Maintenance
- Blood Draws
- Kennel Technician
- Kennel Maintenance
- Dog Training
- Homeopathic Medicine in animals large and small