Overview
Summary
Work History
Education
Skills
Timeline
Generic

Ms. Africa Pino

Jacksonville,FL

Overview

19
19
years of professional experience

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.


Work History

Sales Representative

DeVore Capital Contracting & Consulting, Inc.
05.2025 - 06.2025
  • First point of contact for potential clients: Prospected/canvassed, and created sales opportunities.
  • Generated leads and followed up with prospects using advanced tools and technologies (Leadscout, Regrid, PitchGrid, AccuLynx Field, Coj.net, Jaxepics).
  • Coordinated and arranged meetings with clients and other sales representatives; attended in-office weekly & monthly sales meetings.
  • Kept client databases updated and maintained a log of client contacts.

Clinical Outpatient Therapist

Metropolitan Behavioral Health Services
02.2024 - 05.2025
  • Provided telehealth & in-person psychotherapy to individuals (children, women, men, LGBTQ+), families, couples, & group counseling sessions with a range of mental health concerns; primarily focusing in trauma cases.
  • Developed treatment plans (utilizing ICAnotes & InSync EHR platforms) & strategies to address individual patient needs while teaching coping skills to help manage their behaviors/reduce symptoms and return them to a state of functionality.
  • Participated in continuing education and professional development activities, staying up-to-date on the latest research and best practices in the field of mental health counseling.
  • Advised patients about in-home treatments and exercises to help ailments heal.

Telehealth Outpatient Therapist

Chrysalis Health
06.2023 - 11.2023
  • Provided telehealth services to children, adolescents, adults, and families on the ZOOM platform in weekly or bi-weekly sessions of minimum 25 caseloads.
  • Conducted: MSE, CFARS, FARS, CSSRS, FASAMS, Treatment Plan Reviews, Crisis/Safety plans, BPSAs, and other assessments with clients based upon needs, observations and goal objections.
  • Reviewed client charts for required consents, PHI, referrals, and background information before contacting client for initial scheduling within 24 hours of assignment.
  • Utilized & provided psychoeducation on: TF-CBT, CBT-SP, STAART Protocol, CBT Protocol-Seeking Safety, Parent Management Training, & other behavioral care.

Intake Clinician

Mental Health Resource Center
11.2022 - 05.2023
  • Provided initial screening & assessment for adults requesting CSC & crisis intervention services.
  • Utilized Baker Act criteria & DSM V standards, evaluated any crisis phone call, scheduled appointments, or walk-ins to determine service needs.
  • Completed BPSA’s on all individuals needing clinical services based on diagnostic impressions, developed treatment plans & conducted suicide risk analyses in need of acute care; assigned initial diagnosis for providers of clients will be scheduled each week.
  • Reviewed required consent forms were completed, signed, & witnessed.
  • Ensured accurate documentation of BPSA, intake/referral data, past medical history, psychiatric substance abuse & social history were entered by due date.

Clinical Mental Health Counselor

Children's Home Society
05.2017 - 03.2021
  • Employed & Utilized - Child-Parent Psychotherapy, Infant Mental Health, Child First, Circle of Security and Trauma Focused-CBT approaches that aided & counseled children & families involved within the Foster Care, Adoption services, preparation and extensive proceedings.
  • Provided biopsychosocial assessments, MSE, and other intake appraisals for newly referred and acquired clients for services.
  • Administered parenting needs evaluations with parents and families to determine the optimal parenting skills and classes necessary for enrollment that would maximize clinical achievement, continuity and individual parental improvements.
  • Clinical assistant monitored for court-appointed visitation with the purpose of working towards treatment goals of reunification.
  • Observed and documented therapeutic court appointed parental visits to be reviewed as a part of client's mandatory, ongoing case plan.
  • Taught psychoeducation/support classes to adolescents available for adoption.
  • DCPS vendor for the Full-services School Program.

Client Services Officer II

Wells Fargo Bank
03.2011 - 08.2015
  • Served as the first point of contact for assisting customers with TM products.
  • Assisted clients with all of their service issues & implementation maintenance requests; includes complete CEO walk-throughs, CEO navigational support, password resets, token pin resets & pin creations, depository research, inquiries, stop payments & transaction documentation requests.
  • Documented all incoming requests in Service View, while taking ownership of the issue through resolution; within expected deadlines.
  • Utilized online tools to expedite issue resolution (Online Forms, AES, & FTR systems)
  • Served as a liaison between the client and bank operations, sales officers, vendors & Relationship Managers to ensure the delivery of quality service and to meet customer expectations.
  • Performed root cause analysis on operational issues & determine best fit solutions to simplify the customer’s interactions when appropriate; level one technical support.
  • Submitted new TM referrals to Sales and/or Relationship Team.
  • Managed TM deposit account maintenance received directly from the customer – modifications, closings, and deletion.
  • Serviced Loans: Advances, pay downs, inquiries and researched documents.
  • Designated member of Jacksonville site’s coaching support (pilot) for new hires; appointed team’s mentor, system organizing and workflow streamlining of new hires.
  • Acted as TL periodically when requested and needed as floor support to team members.
  • Responsible for attaining, posting, & distributing Jacksonville site’s daily performance statistics via email to all team members, TL’s and unit managers.

Banker Support Analyst

Wachovia Corp.
08.2006 - 03.2011
  • Instrumental in saving the bank thousands of dollars every month preventing wire fraud, customer impersonation, phishing schemes, embezzlement, check fraud, DBC fraud/skimming, elderly abuse, and many other forms of losses by providing ongoing policy and procedure support and instruction to our retail bank employees throughout the entire financial network.
  • Provided a sense of security to our bankers for customer loyalty, ensured retention, new business, product sales suggestions for clients, and compliance with Federal regulations and state statutes (i.e. Patriot Act, KYC, Regulation E and RESPA recent changes).
  • Adhered to call center quality controls and standards set for proper documentation of call situations for reporting purposes.
  • Systems & procedures we assisted bank employees with were: Funds Transfers (domestic/internat'l), Credit card appl., recovery accounts, Loans, INFOSOURCE, Financial Center printing, NetOp for on-hand troubleshooting, Pegasis, Emerald, assist Teller/Platform, SOLD, Document Imaging, Lotus/Outlook email, TAO/Funmail, POA's, Trusts, Estates, Account registration, setting up account relationships, CD/Money Market, DDA/SAV, IRA account: opening/changes/updates/closings; provided walk-through instructions on various account policies & changes, issued bank consignment items, commercial and personal account analysis, extensive research and problem resolution, password resets, equipment malfunction support, new system implementation and updates.
  • Designated Mentor on my team’s department for new hire: shadowing/nesting/cross-training/refresher training.
  • Instructional help with Loan Originations (using Pegasis/AH system): credit policy/procedures, resolved application errors, getting loan to approved status (if applicable), calculated Debt-to-Income, Ordered: Appraisals, Closing documents, and printed loan closing packages.

Education

Master of Science - Clinical Mental Health Counseling

Jacksonville University
Jacksonville, FL

Bachelor of Science - Business Administration

Jones College
Jacksonville, FL

Skills

  • Microsoft Suite
  • ICA Notes
  • InSync
  • SAMIS
  • Evolv
  • EMR
  • ECR
  • SmartCare
  • NOMS
  • LeadScout, Regrid, PitchGrid, AccuLynx
  • SOAP & DAP notes
  • SMART goals
  • Individual (adults & children)
  • Group and family counseling
  • Administering and interpreting assessments
  • Sales strategy development
  • Customer retention abilities
  • Customer relationship building
  • Closing techniques
  • Territory mapping
  • Staff training
  • Family therapy background
  • Pipeline building
  • Strategy development
  • Objection handling
  • Inside and outside sales
  • Cold calling
  • Upselling and cross selling
  • Lead generation
  • Sales demonstration
  • Extensive DSM-V-TR knowledge
  • Client goal planning
  • Tracking client progress
  • Patient evaluation
  • Family therapy aptitude
  • Suicide precautions expertise
  • Safety & risk assessments
  • Crisis intervention
  • Dual diagnosis expertise
  • Behavioral health assessment
  • Clinical documentation mastery
  • Confidential records/HIPPA/PHI
  • Call Center
  • Collections
  • TF-CBT counseling methods
  • Grief counseling

Timeline

Sales Representative

DeVore Capital Contracting & Consulting, Inc.
05.2025 - 06.2025

Clinical Outpatient Therapist

Metropolitan Behavioral Health Services
02.2024 - 05.2025

Telehealth Outpatient Therapist

Chrysalis Health
06.2023 - 11.2023

Intake Clinician

Mental Health Resource Center
11.2022 - 05.2023

Clinical Mental Health Counselor

Children's Home Society
05.2017 - 03.2021

Client Services Officer II

Wells Fargo Bank
03.2011 - 08.2015

Banker Support Analyst

Wachovia Corp.
08.2006 - 03.2011

Bachelor of Science - Business Administration

Jones College

Master of Science - Clinical Mental Health Counseling

Jacksonville University

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Ms. Africa Pino