Mary Ann Varughese
Austin,TX
Summary
Accomplished in enhancing client outcomes through motivational interviewing and behavioral support, I leveraged skills at Texas Panhandle Mental Health Authority and TX Department of Family Services to deescalate crises and connect individuals with vital resources. Demonstrated expertise in client advocacy and case documentation, achieving significant improvements in service efficiency and client satisfaction.
Overview
25
25
years of professional experience
Work History
Human Services Technician II
Texas Panhandle Mental Health Authority
- Provided crisis intervention services, deescalating situations and maintaining safety for all involved parties.
- Assisted clients in identifying community resources and connecting with appropriate services.
- Utilized evidence-based practices to provide effective interventions for clients.
- Assisted clients in developing and setting realistic goals to promote positive change.
- Performed discharge planning for agency clients.
Retention Specialist
Charter Communications, Spectrum
08.2021 - Current
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
Delivery Driver
Uber Eats/ Amazon
04.2015 - 09.2021
- Delivered packages and food to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
Personal Shopper
Instacart
09.2014 - 08.2015
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
Career Advisor/ Team Lead
Hoot Call
09.2013 - 07.2014
- Built strong relationships with customers through positive attitude and attentive response.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Provided employment assistance and other company services to callers.
Personal Assistant
Self-employed
10.2009 - 10.2013
- Completed internet research and provided clients with detailed reports.
- Prepared documents and promotional materials for various clients.
- Ran errands and completed personal shopping.
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Executive Assistant
WORLD ENABLED/ Pineda Foundation For Youth
07.2012 - 01.2013
- This was a temporary contract position.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Maintained confidentiality with sensitive documents, ensuring proper storage and distribution as needed.
- Processed travel expenses and reimbursements for executive
Office Manager
Bon Voyage Travel
02.2008 - 10.2009
- Streamlined office processes by implementing efficient organizational systems and digital tools.
- Interacted with customers by phone, email, or in-person to provide program information.
- Assisted in preparation and processing of payroll and expense reports to facilitate prompt staff payments including tracking employee commissions.
- Managed and properly accounted for petty cash issued to facilitate general office activities.
- Ran back office including sales paperwork, inventory, and preparation of all correspondences. Supervised two to three employees.
Intake Specialist
Texas Department Of Family And Protective Services
04.2007 - 01.2008
- Enhanced client experience by conducting thorough intake assessments for reports of abuse and neglect.
- Educated clients about available resources within organization and the community.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Provided compassionate support to clients during intake process, offering reassurance and understanding in times of distress.
Massage Therapist
Self-employed
08.2001 - 08.2007
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Increased client satisfaction by providing exceptional service and maintaining a clean, comfortable environment.
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfactions and build rapport.
- Enhanced client relaxation by utilizing a variety of massage techniques tailored to individual needs.
Child Protective Services Specialist II
Texas Department Of Family And Protective Service
06.1999 - 01.2001
- Strengthened family functioning through skills training, referrals to appropriate services, and ongoing support during difficult times.
- Enhanced case management efficiency with diligent documentation and timely communication with relevant parties.
- Reduced risk of harm to children through proactive identification of potential threats in their living environment
- Provided crisis intervention support to at-risk families, connecting them to necessary resources and services
- Collaborated with multidisciplinary teams for development of comprehensive service plans, addressing unique needs of each family.
Education
Bachelor of Science - Psychology
West Texas A&M University
Canyon, TX12.1998
Associate of Science - Psychology
Amarillo College
Amarillo12.1997
Skills
- Behavioral support
- Professional boundaries
- Motivational Interviewing
- Client Advocacy
- Patient Counseling
- Patient support
Timeline
Retention Specialist
Charter Communications, Spectrum
08.2021 - Current
Delivery Driver
Uber Eats/ Amazon
04.2015 - 09.2021
Personal Shopper
Instacart
09.2014 - 08.2015
Career Advisor/ Team Lead
Hoot Call
09.2013 - 07.2014
Executive Assistant
WORLD ENABLED/ Pineda Foundation For Youth
07.2012 - 01.2013
Personal Assistant
Self-employed
10.2009 - 10.2013
Office Manager
Bon Voyage Travel
02.2008 - 10.2009
Intake Specialist
Texas Department Of Family And Protective Services
04.2007 - 01.2008
Massage Therapist
Self-employed
08.2001 - 08.2007
Child Protective Services Specialist II
Texas Department Of Family And Protective Service
06.1999 - 01.2001
Human Services Technician II
Texas Panhandle Mental Health Authority
Bachelor of Science - Psychology
West Texas A&M University
Associate of Science - Psychology
Amarillo College