Yaa Afriyie

Compassionate and dedicated professional with a broad range of professional experiences including definitive experience in mental health and patient-focused substance abuse and DUI counseling with diverse populations. Strengths include a high degree of empathy, active listening, crisis intervention, CBT, domestic violence, group therapy, high productivity and efficient task completion. Excel at written and verbal communication, and problem-solving to foster positive outcomes in challenging situations. Always willing and eager to learn and further professional development, knowledge skills and experience. Extensive practical experience in customer satisfaction, business support, project management, reporting, and quality assurance auditing. Proven ability to exceed performance competencies and metrics.

• Guiding Light Counseling Center, 01/2015, 12/2016, Bolingbrook/Woodridge, IL, Intern-Mental Health & Substance Abuse Counselor, Provided individual mental health and/or substance abuse counseling for children and adults ages 6 through 70. Managed own case files under the weekly supervision of an LCPC and a CADC., Provided group substance abuse and DUI counseling to DUI and DWI offenders mandated by the criminal court system. Initiated conflict resolution and de-escalation tactics as needed. Prepared and provide reports to parole and probation officers, the department of children and family services (DCFS) and other agencies. Thoroughly documented sessions, incident reports and kept case files up to date., Obtained Certified Alcohol & Drug Counselor (CADC) licensure in Illinois, Obtained considerable knowledge and practiced exemplary intake, patient service, community outreach. Knowledge of HIPAA, OSHA, organizational psychology and human behavior.
• Family Christian Center Church, 01/2009, 12/2017, Munster, IN, USA, Member/Volunteer, Illinois Department of Corrections Volunteer on behalf of Family Christian Center Church. Assistant team leader responsible for Christian worship services, prayer, sermons and holiday programs for incarcerated women at Logan Correctional Center, Cook County Jail and the now closed Dwight Correctional Center., Assistant facilitator of Women’s Prison Ministry and new choir member orientation, Managed new choir member orientation team of 5 - 7 people, Assistant developer and facilitator of worship services program, Created and facilitated a seminar on overcoming sexual and physical abuse, Developed and taught a seminar on the process of forgiveness, Flood clean up volunteer, Security services volunteer for youth ministry conferences

Positive, motivated, self-starter with 10+ years of contact center quality assurance experience and 5+ years of Leadership/Supervisory experience. Knowledge of mental healthcare system and prior experience as a licensed mental health and substance abuse counselor. Extensive practical experience in compliance auditing, business support, and call center operations. Solid time management skills and a proven track record of successful project management, continuous improvement initiatives, and reporting quality assurance studies and compliance requirements. Experienced in creating, developing and helping to implement QA policies and processes. Considerable practical experience in providing exemplary customer service and ensuring on-going customer and patient satisfaction. Excellent verbal, written, interpersonal communication and presentation skills. Superb relationship building and conflict resolution skills. Seasoned subject matter expert and mentor with experience in creating training materials and facilitating training, establishing incentive and motivation techniques, as well as recommending corrective action plans. Hands-on experience with many call center CRM and call monitoring systems/applications such as Salesforce, Calabrio, WFM, Verint I360, Nice IEX, Cognos, IVR, and MS Office. Proven ability to exceed performance competencies and metrics.

• Licensed Professional Counselor (LPC) - Illinois (Pending)
• Licensed Chemical Dependency Counselor Intern (LCDC-I) - Texas