Gilbert Hawthorne
Springfield
Summary
Compassionate and detail-oriented go-getter, skilled in crisis intervention and de-escalation techniques. Successfully fostered trust with diverse patients, enhancing their mental health support. Proficient in clinical documentation, ensuring effective communication within the healthcare team while maintaining a safe environment for all. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
8
8
years of professional experience
2017
2017
years of post-secondary education
Work History
Psychiatric Technician
CoxHealth Hospital
Springfield
03.2022 - Current
- Implemented crisis intervention protocols when necessary, ensuring the safety of all patients and staff members involved.
- Developed strong rapport with diverse patient populations through empathetic listening skills, helping them feel heard and understood.
- Observed patients closely for signs of distress or changes in condition, promptly reporting concerns to supervising clinicians for appropriate intervention.
- Utilized de-escalation techniques to manage challenging behaviors effectively, promoting a calm atmosphere conducive to healing.
- Maintained accurate and up-to-date documentation of patient progress, facilitating effective communication among healthcare team members.
- Ensured a safe and supportive environment for patients through close monitoring and crisis management techniques.
- Provided compassionate support to patients during group therapy sessions, fostering trust and open communication.
Call Center Representative
Alorica
Winston-Salem
01.2020 - 03.2022
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Sales Associate
Walgreens
Winston-Salem
01.2018 - 01.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
Education
St. Augustine Catholic High School
Dallas, TXSkills
- Clinical documentation
- Developmental disabilities support
- De-escalation techniques
- Incident reporting
- Suicide prevention
- Behavior monitoring
- Direct patient care
- Mental health support
- Critical thinking
- Detail-orientated
- Attention to detail
- Approachable demeanor
Timeline
Psychiatric Technician
CoxHealth Hospital
03.2022 - Current
Call Center Representative
Alorica
01.2020 - 03.2022
Sales Associate
Walgreens
01.2018 - 01.2020
St. Augustine Catholic High School