Prisca Hegngi
Live for Life
West Valley City,UT
14
years of professional experience
1
Certification
Lead Residential Counselor with a strong background in communication, documentation, and team coordination. Skilled in supporting resident routines, guiding staff workflow, and resolving challenging situations with calm, policy-based responses. Brings therapeutic techniques and multicultural competence to client-centered care.
Work History
Lead Residential Counselor
1 Year 11 Months- Coordinated daily residential activities, ensuring consistent support for resident routines and care plans.
- Documented resident progress, behaviors, and incidents in accurate case notes and shift reports.
- Supported staff coverage, directing workflow and maintaining continuity during transitions.
- Modeled de-escalation techniques to address behavioral concerns and maintain safe living environment.
Customer Service Representative
1 Year 9 Months- Resolved customer inquiries regarding reservations, flight changes, and travel policies with accurate service information.
- Assisted travelers with rebooking, seat assignments, and itinerary adjustments during schedule disruptions.
- Monitored flight updates and communicated gate, boarding, and baggage details clearly to customers.
- Documented customer concerns in service systems and coordinated follow-up with relevant airport teams.
Customer Support Specialist
9 Years 4 Months- Managed escalated complaints, delivering timely service recovery and policy-aligned solutions.
- Resolved guest inquiries across phone, email, and chat using reservation and property systems.
- Coordinated with hotel teams to resolve booking errors, payment issues, and stay disruptions.
- Guided guests through loyalty program questions, account updates, and redemption support.
Education
Associate of Science - General Studies
High School Diploma
Skills
Professional boundaries
Client advocacy
Crisis intervention
Self-care strategies
De-escalation techniques
Mental health assessment
Crisis intervention
Behavioral management
Multicultural competence
Certification
- Pharmacy tech License - [2003]
- DBT Certificat
Timeline
Lead Residential Counselor
Live for Life
11.2024 - CurrentRead More
Customer Service Representative
Delta Air Lines, Inc
10.2022 - 07.2024Read More
Customer Support Specialist
IHG - InterContinental Hotels Group
04.2013 - 08.2022Read More
Salt Lake Community College
Associate of Science from General Studies
Read More
Horinzote
High School Diploma
Read More