Summary
Overview
Work History
Education
Skills
Timeline
Generic

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, MO
05-2012

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
Damon Traylor