Tonimarie Decoud
Las Vegas,NV
Summary
Seeking employment with a reputable organization and or cooperation that will afford me an opportunity to utilize and enhance my outstanding leadership, and educational skills; as well as my exceptional interpersonal and communication skills.
Overview
8
8
years of professional experience
Work History
Crisis Counselor
The Trevor Project
Manhattan Beach, California
01.2022 - Current
- Provide suicide prevention and crisis intervention counseling to LGBTQ young people nationwide via text and chat
- Develop and implement crisis related safety plans
- Build trust and provide a safer space for youth to explore issues surrounding sexuality, gender identity and suicidal ideation
- De-escalate crisis situations
- Relieve the immediate distress of individuals experiencing a crisis
- Reduce the risk of individuals in a crisis doing harm to themselves or others
- Promote timely access to appropriate services for those who require ongoing mental health or co-occurring mental health and substance use services
- Provide mental health información and/or referrals as requested
- Resolve at least 80% of all calls without further intervention
- Work collaboratively with individuals in crisis and respect their right to be involved in their care and other related decisions
- As with all other behavioral health services, individuals in crisis should also be given the opportunity to consent for services unless they are a safety risk to themselves or others
- Documents and maintains accurate, thorough records of all telephone interventions transacted during the work shift.
Hello Fresh
Irving
Texas
09.2021 - 02.2023
- Responsible for an array of duties such as retrieving stock, replenishing food
- Picking and packing food products to fulfill orders
- Scan boxes and ensure package locations are in order and prompt for delivery
- Ensure quality customer service
- Work as a team and transport final products with a pallet jack.
Remote CSR
Asurion
Nashville, TN
05.2021 - 10.2022
- Processed claims and provided world-class customer service experience for customers by answering questions and diffusing frustrations
- Built trust and rapport with customers and interacted extensively with customers to achieve timely issue resolution while maintaining high standards for metrics
- Documented calls, per policies and procedures
- Used advanced technical knowledge to solve technical support for programming equipment issues
- Communicate with center leadership and corporate customers and observe performance gaps; tracking and analyzing compliance to call center service standards.
Caregiver
Assisting Hands
Dallas, Texas
01.2021 - 05.2021
- Gathered dietary information, assisted with feeding, and monitored intake to help patients achieve nutritional objectives and support wellness goals
- Offered social support by transporting individuals to events and activities, in addition to medical appointments and shopping trips
- Documented residents' behavior in terms of mental status, sleeping and eating patterns
- In medical record books
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
- Built strong relationships with clients to deliver emotional support and companionship.
Case Manager
Maximus Healthcare
Los Angeles, CA
01.2017 - 05.2019
- Engages members to mitigate disenrollment, resolve complex member issues, and assist in accessing correct care
- Responsible for ensuring that appropriate member treatment plans are followed on moderately complex cases and for proactively identifying ways to improve the health of our members and meet quality goals
- Coordinates follow-up care plans, scheduling appointments or enrolling members in programs
- Assessing members compliance with medical treatment plans via telephone or through on-site visits
- Recommends treatment plan modifications and determines need for additional services, in conjunction with case management and provider
- Coordinates identification of and referral to local, state or federally funded programs
- Prepares reports to document case and compliance updates
- Establishes and maintains relationships with agencies identified in appropriate contract.
- Conducted assessments, identified needs, and developed service plans accordingly.
Manager
Burlington
Los Angeles, CA
07.2016 - 01.2017
- Effectively supervised day-to-day front-end operations of a busy customer service department
- Trained new hires and mentored top customer service agents and front-end staff
- Maintained and Oversaw employees shifts, client profiles and resources
- Defuse angry and escalated customers and resolve problem.
Care Facilitator
Hillsides Cares
Pasadena, CA
05.2016 - 11.2016
- Supervise clients at a Psychiatric Residential Treatment Facility to ensure the daily physical and emotional needs of the youth are being fulfilled
- Assist the Shift Lead and therapeutic case coordinators with the overall operation of Phoenix services
- Assist in ensuring compliance with all COA standards and ensuring continuous quality improvement
- Assist in answering the 24 hours on call crisis phone and helping direct the clients and outside stakeholders in the proper direction.
Education
Bachelor of Arts in Psychology -
California State University of Los Angeles
Los Angeles, CA01.2015
High School Diploma -
Saint Mary’s Academy
Inglewood, CA01.2009
Masters in Progress - Behavioral Health
University of Phoenix
Phoenix, AZSkills
- Analytical
- Conflict Resolution
- Team Building
- Training/ Mentor
- Personable
- Conscientious
- Custom Service Metrics Driven
- Ability to work calmly
- Effective Written & Verbal communication
- Organization
- Delegation
- Ability to keep calm during stressful situations
- Commercial Awareness
- Case Management
- Crisis Intervention
- Interpersonal Communication
- Patient
- Empathetic
- Analyze and Interpret Data
- Experience with SAAS
- Aspect
- CRM
- Able to identify socially significant problem behaviors
- Assessing clients via direct and indirect methods of data collection
- Developed Individualized Behavior Support Plans
- Principles of ABA
- BLS
- Trauma Informed Care Certified
- Mass Shooting in Public Settings
- CPI and ABA Trained
- DDP techniques
- Experienced with Residential inpatient and outpatient treatment facility
- Increased residential counselor competence
- Developing training programs
- Continuity in execution of Behavior Support Plans
Timeline
Crisis Counselor
The Trevor Project
01.2022 - Current
Hello Fresh
Irving
09.2021 - 02.2023
Remote CSR
Asurion
05.2021 - 10.2022
Caregiver
Assisting Hands
01.2021 - 05.2021
Case Manager
Maximus Healthcare
01.2017 - 05.2019
Manager
Burlington
07.2016 - 01.2017
Care Facilitator
Hillsides Cares
05.2016 - 11.2016
Bachelor of Arts in Psychology -
California State University of Los Angeles
High School Diploma -
Saint Mary’s Academy
Masters in Progress - Behavioral Health
University of Phoenix