Dasha Kirklin
Pineville
Summary
Offering strong foundation in counseling principles, along with genuine passion for helping others and willingness to learn and develop within supportive environment. Brings ability to quickly grasp new concepts and apply them effectively, coupled with strong communication and empathetic listening skills. Ready to use and develop problem-solving and interpersonal skills in Rehabilitation Counselor role.
Overview
20
20
years of professional experience
Work History
Fit Customer Service
Freelancer-Self Employed
01.2023 - Current
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Collaborated with team members to improve overall response times and service quality.
- Negotiated successful resolutions between customers and the company during disputes or disagreements.
- Served as a liaison between customers and other departments within the organization, ensuring seamless coordination in addressing client needs.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
- Reduced wait times by implementing effective call routing strategies.
Cast member Dining Reservations
Free Lancer-Self Employed
01.2022 - Current
- Enhanced guest experience by providing exceptional customer service and maintaining a positive attitude.
- Implemented problem-solving skills when addressing unexpected challenges or changes within the workplace setting.
- Collaborated with fellow cast members to ensure seamless operations and consistent guest satisfaction.
- Developed strong relationships with team members across departments, promoting open communication channels that led to improved collaboration efforts.
- Provided accurate information and helpful guidance to visitors, improving their overall park experience.
- Assisted in creating memorable experiences for guests through interactive entertainment and engaging activities.
- Resolved guest concerns in a timely manner, demonstrating commitment to excellent customer service
- Maintained knowledge on all products, events, activities offered at Disney to provide accurate information to improve customer satisfaction.
Rehabilitation Evaluator
Pinecrest Support and Service Center
01.2022 - Current
- Independently conducts a comprehensive assessment of the consumer to include educational history, work history, barriers to employment, basic skill capabilities, aptitude and work skills, family situation, attitudes toward work, behavioral patterns, supportive service needs, and interests for careers and training
- Analyzes the data and determines appropriate employment goals based on local labor market information and consumer interests
- Independently conducts interdisciplinary team conferences to identify the needs of persons with disabilities and develops assessment strategies and on site supports as appropriate
- Independently documents findings utilizing the skill to integrate and synthesize performance and behavioral data and communicates this information to the consumer and others through verbal and written reports which include recommendations of appropriate vocational choices and independent living
- Interviews consumers, evaluates medical/educational/personal data, and makes appropriate selections of vocational supports based on an accurate assessment of the consumers capacities, functional limitations and technological accommodation needs
- Adapts and documents assessment administration techniques to accommodate a variety of functional limitations and assures reliable evaluation results for the consumer
- Assists persons with disabilities in understanding and participating in diagnostic and psychometric assessment procedures
- Maintains a body of knowledge about disabilities and the effects of disabilities upon work-related functions and activities of daily living including, but not limited to, the following disabilities: traumatic brain injury, spinal cord injury, neuromuscular and neurological diseases, chronic psychiatric diagnosis, mental retardation, deafness, blindness, etc
- Consults with physicians, psychologists, educators, employers, family members, rehabilitation counselors and other professionals for the purposes of obtaining and providing information about an individual's social and vocational potential
- Maintains a body of knowledge of labor market trends, employment opportunities, Department of Labor publications, work incentive programs, etc
- To guide consumers through the process of choosing a realistic, achievable employment goal
- Counsels consumers who have unrealistic employment goals or who become belligerent when presented with choices that are contrary to their desires
- Utilizes current technologies to include basic computer abilities, etc
- To adapt assessment methods to accommodate individual disabilities, and to compile and analyze data
- Independently contact different companies/departments to recruit new vendors and create contracts for the companies Design Lab and department
- Maintained a high degree of professionalism when dealing with sensitive information or challenging situations during the course of an evaluation.
Habilitation Instructor
Pinecrest Support and Service Center
01.2017 - 01.2022
- Supervise13+ job coaches at various contract sites
- Instruct mentally disabled or physically handicapped students in physical education, cognitive skills, or work ethics
- Plan and evaluate daily duties and assignments
- Develop performance expectations that are justifiably job related
- Record, replace, and retrieve daily progress and habilitation notes
- Review and edit timesheets daily
- Implement company and department policies daily
- Arrange contracts with different departments and companies to create jobs for individuals
- Interview candidates for job based on experience and skills acquired
- Served as an advocate for individuals with disabilities within the community by promoting awareness of their rights, capabilities, and contributions.
- Coordinated with other service providers in the community to ensure seamless delivery of services for clients.
- Managed and motivated employees to be productive and engaged in work.
- Demonstrated empathy, patience, and flexibility when working with clients experiencing difficulties or frustration during skill-building activities.
- Accomplished multiple tasks within established timeframes.
- Provided crisis intervention support during emergencies or instances of escalating behaviors in order to maintain a safe environment for all involved parties.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Residential Support Specialist5
01.2012 - 01.2017
- Supervised and managed6+ subordinates in multiple homes on an assigned shift, conducting treatment plans and keeping a proper home like atmosphere
- Instructed employees’ in training and guidance of individuals in routine and simple self-help skills such as good hygiene and other activities supplying personal and social growth
- Interviewed, selected, and trained personnel
- Scheduled work evaluated performance and resolved physical support plans
- Aided in developing, assigning, and implementing active treatment plans and nutritional, behavior, and physical support plans
- Aided residential service specialist6,7, and8 in daily operations and performed their duties in when absent
- Organized training schedules for individuals by their needs as prioritized in their treatment plan
- Observed and reported progress of individuals in specific training programs
Residential Support Specialist2
Pinecrest Supports and Service Center
01.2005 - 01.2012
- Helped in training and guidance of individuals in routine self-help such as good hygiene and money management
- Assisted individuals with daily living activities such as bathing, dressing, and oral hygiene
- Mediated to family members about love one’s health and daily progress
- Encouraged different beneficial activities and products for active treatment plans
- Maintained records for review of higher authority on progress of training and development of individuals
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.
- Documented vitals, behaviors, and medications in client medical records.
- Kept clients engaged in social networks and communities for personal health and growth.
- Established nutritious meal plans and prepared daily offerings to meet patient dietary needs.
- Arranged transportation and accompanied patients to doctors' offices and errands.
- Conferred with supervisor to discuss patient condition and medical care.
- Promoted healthy habits through education on nutrition, exercise, and mental wellness practices specific to each patient''s needs.
- Managed challenging situations using effective communication techniques while maintaining a calm demeanor under pressure.
- Maintained detailed records of patients'' progress, communicating updates to supervisors and family members as needed.
- Served as an advocate for patients'' rights, ensuring their voices were heard during medical appointments or care team meetings.
- Ensured a safe environment for patients through diligent monitoring and reporting of any potential hazards or concerns.
- Collaborated with healthcare professionals to develop customized care plans tailored to each patient''s unique situation.
- Utilized strong organizational skills to manage multiple patient caseloads while consistently maintaining high standards of care.
Education
ACRE-Approved Supported Employment online course - Vocational Supported Employment
Virginia CommonWealth University
Richmond, VA09.2024
Certificate - Job Coaching Scheduling Hacks to Maximize Your time and Maximize You
Utah State University (EEJ College of Education& Human Services)
Logan, UT01.2024
BS Degree - Business Administration (Human Resource Mang.)
Upper Iowa University
Fayette, IO01.2022
Associate of Applied Science - Business Office Administration (Medical Office Mang.)
Central Louisiana Technical Community College
Alexandria, LA01.2019
Skills
- Customer service
- Adaptability and flexibility
- Relationship building
- Data entry
- Conflict resolution
- Case Management
- Client confidentiality
- Patience maintenance
- Teamwork and collaboration
- Transaction processing
- Microsoft office
- Billing adjustments and refunds
- Counseling techniques
- Customer retention strategies
- Verbal and written communication
Accomplishments
- Certificate Virginia Commonwealth University Rehabilitation Research & Training Center( Pathway from Discovery to Job Development)
- Developed Phase4 Fading program (plan that include4 stages to no longer rely on job coaching with in the work place and supports independence)
- Developed a staff flow program for Job Coaches ( rotation worksheet to assist with following job assignments, rotating job coaches assignments, documenting the staff that received the information for the individuals work assignment)
- Developed and setup a custom goods company for PSSC to create new jobs for workforce department by creating a business plan, and training job coaches and working individuals to create, order, and inventory custom products.
- Developed individual jobs for workers based on their interest, life goals, and abilities using the positive personality profile method.
- Developed a training on professionalism and leadership within management.
Timeline
Fit Customer Service
Freelancer-Self Employed
01.2023 - Current
Cast member Dining Reservations
Free Lancer-Self Employed
01.2022 - Current
Rehabilitation Evaluator
Pinecrest Support and Service Center
01.2022 - Current
Habilitation Instructor
Pinecrest Support and Service Center
01.2017 - 01.2022
Residential Support Specialist5
01.2012 - 01.2017
Residential Support Specialist2
Pinecrest Supports and Service Center
01.2005 - 01.2012
ACRE-Approved Supported Employment online course - Vocational Supported Employment
Virginia CommonWealth University
Certificate - Job Coaching Scheduling Hacks to Maximize Your time and Maximize You
Utah State University (EEJ College of Education& Human Services)
BS Degree - Business Administration (Human Resource Mang.)
Upper Iowa University
Associate of Applied Science - Business Office Administration (Medical Office Mang.)
Central Louisiana Technical Community College
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