As a results-oriented professional, I bring over 20 years of experience in security, administration, and healthcare environments. My leadership skills are a key asset, as I can recruit, train, and manage motivated, culturally diverse, and success-driven teams. I am skilled in new program development and implementation in training and recruitment, and possess excellent written and verbal communication, documentation, professional development, and personnel administration skills. I am a recognized leader who can create an efficient work environment with exceptional interpersonal and team communication skills.
Hi, I’m
Michaele S. Gray
Chandler,AZ
Summary
Overview
24
years of professional experience
4
Certification
Work History
CVS Health/Caremark
Customer Care Representative
11.2021 - Current
Job overview
- Manage large amounts of incoming phone calls.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.
- Promoted to Senior Care Customer Service Representative - November 2022
- Effectively performs the position of a CCR I as seen.
- Assist in complex customer service duties which include handling escalations and assistance.
- Develop and grow skills which may include:
- Serve as a Subject Matter Expert (SME) and/or resource for others, including new hires.
- Participate on various committees.
- Participate in special assignments and or projects.
Oasis Behavioral Health
Behavioral Health Technician
03.2018 - 11.2021
Job overview
- Completed all patient care tasks and other assignments as directed by the nurse.
- Observed whether specialized services may be needed and communicated with the nurse.
- Performed ongoing observation of the patients to ensure active treatment is provided and patients are actively participating in sessions.
- Responded appropriately and promptly to patient requests.
- Reported changes in patients’ condition or behavior to the nurse, including agitation, high-risk behaviors, changes in vital signs, and eating, sleeping, and toileting patterns.
- Intervened appropriately with patients experiencing a behavioral crisis, i.e., suicidal threatening behavior, elopement, and other situations, using approved interventions.
- Initiated and participated in the provision of emergency medical care as needed.
- Provided support and direct assistance to patients who could not attend to their daily living activities by assisting them with meals, regular grooming, ambulation, and toileting as needed.
- Collaborated with the treatment team of 6 or more in the implementation of the individualized plan of care.
- Report factors that may impede the successful accomplishment of the treatment plan to the nurse coordinator.
- Provided patient educational/activity groups as assigned or when indicated using approved materials.
- Alternative activities should be recommended based on the patient's functioning level and treatment plan. Patients, visitors, and staff should ensure compliance with infection control protocols and policies.
- Provided direct patient care, ensuring adherence to individualized treatment plans.
- Monitored behavioral changes and reported critical observations to clinical staff.
- Assisted in developing therapeutic activities, promoting engagement, and skill-building.
- Supported crisis intervention efforts, de-escalating situations with effective communication strategies.
- Documented patient progress accurately, maintaining compliance with regulatory standards.
- Trained new staff on best practices for patient interaction and safety protocols.
- Collaborated with multidisciplinary teams to enhance treatment approaches and outcomes.
- Implemented quality improvement initiatives, enhancing overall service delivery efficiency.
- Conducted client rounds to check on residents.
- Delivered compassionate care under challenging circumstances, consistently demonstrating resilience and adaptability when faced with unexpected obstacles or setbacks in patient progress.
- Provided crisis intervention services, successfully de-escalating situations, and ensuring patient safety.
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
- Implemented therapeutic activities that promoted skill-building, self-awareness, and healthy coping mechanisms.
- Recognized individuals under the influence of drugs or alcohol and typical behaviors associated with each.
- Searched resident belongings before and during stays.
- Facilitated on-site activities, support groups, and outings for clients.
- Adhered to strict confidentiality guidelines while managing sensitive patient information, maintaining client privacy, and trust.
- Performed client intake procedures according to internal standards for new admissions.
- Completed documentation for every incident and forwarded it to the correct personnel for review.
- Improved patient outcomes by implementing evidence-based behavioral interventions and strategies.
- Assisted patients in developing individualized goals for recovery and provided ongoing support throughout the process.
- Mentored new behavioral health technicians joining the team, sharing best practices, and helping them acclimate quickly to their new role responsibilities.
- Prepared and submitted daily behavioral reports to management.
- While maintaining high Utilized creative problem-solving abilities to address complex patient needs and overcome barriers to treatment success, professionalism, and ethical conduct.
- Established rapport with diverse populations by utilizing strong cultural competence skills during interactions with patients and their families.
- Coordinated with external community resources as necessary, ensuring seamless transitions for patients requiring additional support services upon discharge from the facility.
- Observed, monitored, and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
Lion of Judah Miracle Temple, Inc.
Director of the Administration Ministry
01.2012 - 08.2020
Job overview
- Coordinated with all departments ensuring smooth operation. Coordinated workshops, seminars, and special events.
- Coordinated, prepared, and recorded meetings.
- Created and maintained reports and records as well as a computerized member database.
- Accepted increasing responsibility is demonstrating flexibility and ability to learn quickly.
- Demonstrated ability to prioritize multiple tasks, meet deadlines, and provide quality service in a fast-paced, high-pressure position.
- Utilized excellent communication and interpersonal skills to resolve problems and answer any questions with upper management, coworker, members, and guests.
- Controlled phone and voicemail system are routing all incoming calls to proper staff members.
- Created fliers, pamphlets, and materials for presentations.
- Composed letters, memos, calendars, faxes, and assisted and scheduled appointments for the pastor. Coordinated seminars, group meetings, and development workshops.
- Scheduled meetings, planned agendas, and advised attendees of corporate meetings.
- Conducted all meetings for the administration division. Coordinated luncheons and dinner meetings.
- Created charts, graphs, letters and other business forms using the computer.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
Oasis Behavioral Health
Acting Patient Advocate
07.2019 - 10.2019
Job overview
- Identified potential care problems and helped with solutions.
- Responded to patient inquiries or complaints and provided satisfactory resolutions by collaborating with the appropriate department leaders.
- Explained policies and rights to patients.
- Completed leadership and safety rounds.
- Participated in onsite corporate visits in preparation for the Joint Commission Survey.
- Participated in Quality Council meeting.
- Advocated for patient rights, ensuring access to necessary mental health services.
- Led patient care initiatives, improving communication between patients and healthcare providers.
- Developed strategies to resolve complex patient issues effectively.
- Mentored junior staff in best practices for patient advocacy and support.
- Implemented process improvements, enhancing efficiency in patient service delivery.
- Managed case reviews to ensure compliance with healthcare regulations.
- Collaborated with multidisciplinary teams to optimize patient outcomes.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Monitored patient progress and provided emotional support.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
- Educated patients on available resources and community programs, increasing their access to needed services.
- Facilitated communication between patients, families and healthcare providers to support comprehension.
- Acted as a liaison between the interdisciplinary team members regarding critical aspects of the care plan.
- Developed patient-centered care plans to meet individual needs.
- Engaged with patients to provide critical information.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Facilitated communication between patients and various departments and staff.
Arizona Department of Health Services
Residential Program Specialist I
08.2017 - 03.2018
Job overview
- An active member of the Sexually Violent Persons Unit, provided for the care, custody, and control of the residents of the Arizona Community Protection and Treatment Center.
- Supported a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of ADHS, which creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.
Transportation Security Administration
Lead Transportation Security Officer
11.2015 - 08.2017
Job overview
- Identified, distributed, and balanced workload among employees, adjusting for workflow and skill level, scheduled employee breaks, ensuring adequate coverage to efficiently and effectively screen travelers.
- Responsible for monitoring the flow of passengers through screening checkpoint to facilitate orderly and efficient processing and provided input to supervisors on H.R. activities such as performance, reassignments, and commendations.
- Performed checkpoint security screening procedures by identifying dangerous or forbidden objects through the use of Bottle Liquid Screening equipment, x-ray imaging, walk-through metal detectors (WTMD), and hand-held metal detectors (HHMD); explosive trace device detention (ETD), and full or limited body pat-downs and bag searches to ensure the safety and security of passengers and commercial vehicles by preventing any deadly or dangerous objects from being transported onto an aircraft or into secure areas.
- Was responsible for equipment and personnel in the assigned area such as calibrating and inspecting equipment; performing shift maintenance in compliance with agency SOPs.
- Maintained situational awareness at all times while working within a stressful environment to identify unusual circumstances and conditions in the location; adjusted behaviors and approaches to make time-sensitive decisions while meeting the needs of a continually changing environment, maintaining sufficient focus on critical activities; and made effective decisions in a crisis and routine situations.
- Continually developed critical thinking skills to identify better, evaluate, and apply appropriate situational options and approaches.
- Implemented security-screening procedures central to TSA objectives by preventing any deadly or dangerous objects from being transported onto an aircraft, physically inspecting baggage and utilizing equipment for IED checks, thus maintaining the safety of the U.S. Air Traffic System.
- Made independent, security-based decisions by using available intelligence, critical thinking, experience, observation, and passenger engagement. Responsible for supply order and inventory analysis on a day-to-day basis.
- Operated, calibrated, and performed alarm resolution on screening equipment according to manual and standard operating procedure as assigned.
- Controlled access points (entry and exit) of a screening checkpoint.
- Ensured compliance with all aspects of the Standard Operations Procedures and the effective use of specific communication tactics, unpredictability and other practical approaches to mitigate and resolve potential threats.
- Was responsible for data collection and input of various reports (daily shift report, time and attendance, throughput and wait times, and incident reports) and enter data in the Performance Measurement Information System (PMIS).
Blueline Security Services
Security Guard
07.2015 - 10.2015
Job overview
- Wrote and submitted daily reports, prevented and monitored violent and property crimes, and completed related duties as assigned.
- Patrolled facility and maintained detailed records of security incidents and law enforcement actions.
- Conducted interior and exterior patrols, fire and safety checks.
Education
University of Phoenix (online)Phoenix, AZ
Master of Science from Industrial-Organizational Psychology
03.2025
University Overview
GPA: 4.0
University of Phoenix (online)Phoenix, AZ
Bachelor of Science from Criminal Justice Administration
05.2023
University Overview
GPA: 2.7
University of Phoenix (online)Phoenix, AZ
Associates of Art
08.2019
University Overview
GPA: 2.5
Skills
- Baton technique proficiency
- Proficient in defensive techniques
- Effective mediation skills
- Certified in firearms handling
- Emergency response skills
- Fingerprint collection techniques
- Workforce development
- Investigation techniques
- Crisis response coordination
- Crisis intervention skills
- Conflict resolution expert
- Group training facilitation
- Force utilization expertise
- Equity and inclusion strategies
- Disaster response coordination
- Counter-terrorism strategies
- Event security coordination
- Skilled in maintaining composure under pressure
- Safety and security oversight
- Effective revolver usage skills
- Effective problem resolution
- Proficient in report preparation
- Customer service
- Data entry
- Call center experience
- Complaint handling
- Problem resolution
- Relationship building
- First call resolution
- Product knowledge
- Conflict mediation
- Customer relationship management
- Documentation and reporting
- Billing coordination
- Product education
- Brand representation
- Project management
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Task prioritization
- Technical troubleshooting
- Quality assurance
- Cultural awareness
- Senior leadership support
- Claims monitoring
- Punctuality and reliability
- Computer skills
- Calm under pressure
- Teamwork and collaboration
- Microsoft office
- Understanding customer needs
- Calm and professional under pressure
- Work prioritization
- Customer data confidentiality
- Issue and complaint resolution
- Customer retention strategies
- De-escalation techniques
- Account management
- Service standard compliance
- Customer relationship management (CRM)
- Promotional support
- Quality assurance controls
Accomplishments
Accomplishments
- Documented and resolved high turnover rates, which led to increased employee satisfaction.
- Collaborated with a team of 5 in the development of social change.
- Resolved product issue through consumer testing.
- Supervised team of 8 staff members.
- Oversaw caseload of more than 50 patients.
- Created a database of all patient support actions to maximize compliance and reduce errors.
- Implemented an improved tracking system to increase support efficiency.
- Improved patient satisfaction by providing friendly and knowledgeable support and service.
- Resolved 25+ problems daily with first-rate strengths in conflict resolution and problem solving.
- Recognized as a consistently helpful and supportive professional by patients and staff alike.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Level One Fingerprint Clearance Card, State of AZ Dept. of Public Safety, Phoenix, AZ 10/2023 to 10/2029.
- Notary, National Notary Association, Chandler, AZ 03/2025 to 03/2029.
- Notary Signing Agent, Notary Learning Center, Chandler, AZ 03/2025 to 03/2026.
Affiliations
Affiliations
- The National Society of Leadership and Success
Timeline
Customer Care Representative
CVS Health/Caremark
11.2021 - Current
Acting Patient Advocate
Oasis Behavioral Health
07.2019 - 10.2019
Behavioral Health Technician
Oasis Behavioral Health
03.2018 - 11.2021
Residential Program Specialist I
Arizona Department of Health Services
08.2017 - 03.2018
Lead Transportation Security Officer
Transportation Security Administration
11.2015 - 08.2017
Security Guard
Blueline Security Services
07.2015 - 10.2015
Director of the Administration Ministry
Lion of Judah Miracle Temple, Inc.
01.2012 - 08.2020
University of Phoenix (online)
Bachelor of Science from Criminal Justice Administration
University of Phoenix (online)
Associates of Art
University of Phoenix (online)
Master of Science from Industrial-Organizational Psychology
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