Damon Traylor
Kansas City
Summary
Dynamic professional with extensive experience at the University of Kansas Health System, excelling in customer relationship management and problem-solving. Proven track record in enhancing patient care through effective crisis intervention and quality assurance. Skilled in training and mentoring, fostering a collaborative environment that promotes excellence in service delivery.
Overview
11
11
years of professional experience
Work History
OAM Call Center Associate
University Of Kansas Health System
04.2024 - Current
- Assisted customers by answering questions and responding to inquiries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
- Maintained detailed records of customer interactions for accurate reporting and analysis of trends.
- Managed high-volume inbound calls, maintaining composure and professionalism under pressure.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
Therapeutic Activities Coordinator
University Of Kansas Health System
01.2020 - 04.2023
- Coordinated, planned, developed and implemented activities designed to enrich lives of assisted living residents.
- Enhanced participant engagement by incorporating creative activities and events into the daily schedule.
- Organized diverse activities, addressing various interests and promoting social interaction among participants.
- Encouraged, supported and assisted residents with activities and documented activity attendance and degree of involvement.
- Prepared rooms, equipment and supplies and maintained clean activity area to foster welcoming environment and maximize participation.
Lead Behavioral Health Technician
University Of Kansas Health System
01.2019 - 01.2020
- Provided crisis intervention and de-escalation services, ensuring safety of all involved parties.
- Supported clients in developing skills for daily living, encouraging independence and overall wellbeing.
- Contributed to quality improvement initiatives within the organization by identifying areas of opportunity based on client feedback and evidence-based practices.
- Enhanced patient care by developing and implementing individualized behavioral treatment plans.
- Promoted a positive therapeutic environment by consistently modeling appropriate behaviors and interactions with clients.
Hospital Unit Manager
KVC Health Systems Inc.
11.2014 - 01.2019
- Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.
- Resolved conflicts among team members quickly to maintain a positive working environment conducive for continued excellence in patient care.
- Mentored new hires during orientation periods for seamless integration into the team while maintaining high-quality patient care standards.
- Met with nursing staff and support personnel to plan services, programs and activities.
Education
Associate of Arts - Human Services
Metropolitan Community College
Kansas City, MO05-2012
Skills
- Gathering information
- Quality control and assurance
- Assertiveness
- Typing 34 wpm
- Appointment scheduling
- Customer relationship management
- Training experience
- Problem-solving skills
- Resolving issues
Timeline
OAM Call Center Associate
University Of Kansas Health System
04.2024 - Current
Therapeutic Activities Coordinator
University Of Kansas Health System
01.2020 - 04.2023
Lead Behavioral Health Technician
University Of Kansas Health System
01.2019 - 01.2020
Hospital Unit Manager
KVC Health Systems Inc.
11.2014 - 01.2019
Associate of Arts - Human Services
Metropolitan Community College
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