Marrisa Bettencourt
Danville,CA
Summary
Dedicated Lead Residential Counselor with background in daily oversight and interactions with residents. Bringing work history leading and monitoring recreational activities and observing individuals during regular household routines. Professional when communicating with teammates, family members and authorities as well as a highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Lead Residential Counselor
Evolve Teen Treatment Center
10.2023 - Current
- Fostered an inclusive environment within the residence that valued diversity and respected individual differences among residents.
- Assisted in the recruitment and onboarding of new team members, providing guidance and support during their transition into the role.
- Contributed to organizational success by participating in strategic planning initiatives aimed at improving overall service delivery.
- Increased resident safety by conducting routine inspections of facilities and promptly addressing maintenance issues.
- Improved staff performance through regular training sessions, mentoring, and constructive feedback.
- Advocated on behalf of residents to secure resources, accommodations, or additional support from external agencies when needed.
- Provided crisis intervention support during emergencies or critical incidents, ensuring the well-being of all involved parties.
- Led team meetings to discuss resident progress, address concerns, and develop strategies for continuous improvement.
Residential Counselor
Evolve Teen Treatment Center
08.2022 - 10.2023
- Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.
- Enforced rules and regulations for smooth and orderly operation of residential programs.
- Fostered relationships with residents and worked with new residents to optimize acclimation and ease transition to new living environment.
- Communicated with other staff to resolve problems with individual residents.
- Provided information on resident progress and development of case plans.
- Prepared meals and assisted clients with laundry and household chores.
- Supervised self-administration of medications for residents.
- Developed and deepened relationships with residents and fellow staff.
- Mediated interpersonal problems between residents.
- Facilitated group meetings, activities, and workshops for clients to help them develop social and interpersonal skills.
- Monitored client progress, documented observations, and reported changes in behavior to supervisors.
- Assisted with crisis intervention services when needed.
- Developed therapeutic relationships by providing emotional support and positive reinforcement to clients.
- Administered, coordinated or recommended disciplinary and corrective actions.
- Accompanied and supervised students during meals.
- Answered telephones and routed calls or delivered messages.
- Adhered strictly to confidentiality policies regarding client information at all times.
- Provided transportation for clients as needed to appointments or other activities outside the residence.
- Organized recreational activities such as field trips or sports events to promote physical activity and healthy lifestyle habits.
- Created a safe environment that promotes self-expression, respect, trustworthiness, responsibility, empathy, and acceptance among residents.
Reservation Coordinator
Rossmoor Senior Community
03.2022 - 08.2022
- Answered questions about resort facilities and local attractions to help customers make favorable choices.
- Maintained customer loyalty by quickly resolving complaints and service issues.
- Converted calls to reservations by leveraging knowledge of amenities and services to help customers select optimum rooms.
- Reviewed customer requests to ensure accuracy of data entered into system.
- Monitored changes in reservation status, modified existing reservations as needed.
- Coordinated with other departments to ensure efficient service delivery.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Processed payments from guests for room charges and other services rendered.
- Handled incoming calls pertaining to new reservations, inquiries, cancellations.
Lead Customer Service Representative
Byron Park
04.2021 - 12.2021
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Trained new employees on company customer service policies and service level standards.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Processed customer account changes with proprietary software.
- Directed inbound calls in phone queues to improve call flow.
- Tracked customer issues and worked closely with relevant teams to resolve them quickly.
- Processed invoice payments and recorded information in account database.
- Processed and sent invoices, adjustments and credit memos to customers.
- Monitored past due accounts and pursued collections on outstanding invoices.
- Managed all payments processing, invoicing and collections tasks.
Customer Service Representative
Byron Park
09.2019 - 04.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Concierge
Sunrise Senior Living
09.2018 - 09.2019
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
- Directed incoming calls and messages to appropriate staff or residents.
- Handled mail and package deliveries, keeping items secure.
- Maintained guest privacy and building reputation by keeping information confidential.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
- Managed incoming calls from guests ensuring that all requests were handled efficiently and accurately.
- Performed administrative duties such as filing paperwork related to concierge service transactions.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Education
Bachelor of Science - Physiology
Cal State East Bay
Hayward, CA12.2023
Skills
- Resident Supervision
- Verbal and Written Communication
- Crisis Prevention Intervention
- Safety Standards and Compliance
- HIPAA Compliance
- Relationship Building
- Call Answering and Routing
- Client Advocacy
- Therapeutic Techniques
- Incident Reporting
- Crisis Management
Certification
- CPI Training - 2023
- CPR Training-2020
Additional Information
-Maintained an honors GPA every semester from 2014-2021.
-One of two persons chosen from a candidate pool of over 800 to participate in biotechnology and bioinformatic research at the Lawrence Livermore National Laboratory.
-Golden State Seal, California State Seal of Biliteracy.
-Work and personal references available upon request.
-Employee of the Month for Sunrise of Danville.
-Employee of the month of Byron Park
-Employee of the month of Evolve Teen Treatment Center
-Certified Trainer
-Work and personal references available upon request.
Timeline
Lead Residential Counselor
Evolve Teen Treatment Center
10.2023 - Current
Residential Counselor
Evolve Teen Treatment Center
08.2022 - 10.2023
Reservation Coordinator
Rossmoor Senior Community
03.2022 - 08.2022
Lead Customer Service Representative
Byron Park
04.2021 - 12.2021
Customer Service Representative
Byron Park
09.2019 - 04.2021
Concierge
Sunrise Senior Living
09.2018 - 09.2019
Bachelor of Science - Physiology
Cal State East Bay
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