Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ondrea Huff

Houston

Summary

Dynamic Customer Service Representative with a proven track record at Mr. Cooper Mortgage, adept at utilizing de-escalation techniques to resolve conflicts and enhance customer satisfaction. Successfully reduced cancellations by 17% through innovative retention strategies, while managing high-stress situations and fostering strong client relationships. Proficient in behavior management and crisis intervention.

Mental health professional with extensive background in therapeutic care and patient support. Known for effective collaboration and adaptability in dynamic healthcare settings. Focused on delivering compassionate care and fostering positive, team-oriented environment.

Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.


Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Mr. Cooper Mortgage
09.2017 - 08.2018
  • Shared detailed information about more than 5000 mortgage related issues to assist customers in making decisions.
  • Kept customer account information current and accurate by preparing, completing, and processing forms and database changes by staying on top of call scripts and maintaining control over the direction of conversations, I was able to increase productivity.
  • Looked for training opportunities to improve my customer relationship management skills and increase customer satisfaction.
  • Educated customers how to use company systems, complete forms and obtain desired services. Explained payment options and referred customers to the billing department for payment or additional billing questions.
  • Answered over 450 calls per day to meet the fast-paced call center demands.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.

Customer Service Representative

Alorica
05.2020 - 04.2021
  • 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.
  • Dealt with a wide range of customer service, operational, and administrative tasks every day. Achieved top performance by strategically adapting to a rapidly changing, competitive environment. Customer inquiries were handled via phone, email, and web-based platforms.
  • Quickly resolved customer issues while adhering to company policies.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies to completion.
  • Proposed a new procedure to persuade canceling customers to stay with the company, which resulted in a reduction of 17% in cancellations.
  • Used Excel and Salesforce to enter data for call notes, suggestions, and questions.
  • Provided excellent customer service, fostering strong relationships, retention, and satisfaction. Worked in high-volume, dynamic environments, providing skilled assistance to more than 300 customers every day.
  • Assisted multiple customers by approaching conversations with a positive attitude and determination every day.

Behavior Technician

San Diego Psychiatric Hospital
08.2023 - 11.2023
  • Provided one-on-one support to clients with autism spectrum disorders, addressing unique behavioral needs.
  • Implemented crisis intervention strategies when necessary to maintain a safe environment for both staff and clients alike during high-stress situations.
  • Enhanced client progress by implementing individualized behavior intervention plans.
  • Promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
  • Provided direct behavioral intervention services to children with autism spectrum disorder and other developmental disabilities.
  • Conducted functional assessments, collected data, and implemented behavior plans based on assessments.
  • Developed individualized treatment plans for each client that included goals and objectives.
  • Maintained detailed records of sessions including progress notes, daily logs, incident reports and program updates.

Mental Health Technician

Paradise Valley Hospital
01.2024 - 01.2025
  • Performed scheduled patient safety checks and documented results to establish patients' well-being.
  • Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
  • Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
  • Applied de-escalation and limit-setting techniques to promote patient cooperation.
  • Participated in weekly multidisciplinary team meetings to discuss patient progress and plan further interventions.
  • Collaborated with other healthcare professionals such as social workers, psychiatrists, counselors and nurses to coordinate quality care for each client.
  • Created activities that provided physical wellness, emotional stability, cognitive functioning, independent living skills and social interaction among patients.
  • Ensured safety of all clients through continuous observation and monitoring during shift hours.
  • Encouraged positive behaviors through rewards systems when appropriate.
  • Maintained accurate records regarding treatments provided, medication administration and patient progress notes

Education

Post-Graduate Certificate - Mental Health Nursing

American Associates of Psychiatric Technicians
Sacramento, CA
05-2023

High School Diploma -

Perris Lake High School
Perris, CA
06-2011

Skills

  • De-escalation techniques
  • Behavior observation
  • Stress reduction techniques
  • Behavior management
  • Suicide prevention

Timeline

Mental Health Technician

Paradise Valley Hospital
01.2024 - 01.2025

Behavior Technician

San Diego Psychiatric Hospital
08.2023 - 11.2023

Customer Service Representative

Alorica
05.2020 - 04.2021

Customer Service Representative

Mr. Cooper Mortgage
09.2017 - 08.2018

Post-Graduate Certificate - Mental Health Nursing

American Associates of Psychiatric Technicians

High School Diploma -

Perris Lake High School

Similar Profiles

CREATE PROFILE
Ondrea Huff