Ne'Shawnda Brown
Freedom Recovery Centers
RICHMOND,VA
8
years of professional experience
Customer Service and Contact Center Professional experienced in delivering exceptional support across banking, financial services, healthcare, and behavioral health sectors. Achieved positive customer experiences through effective communication, problem-solving, and relationship-building. Behavioral Health Professional with expertise in patient care and therapeutic support, facilitating successful treatment outcomes through compassionate care and collaboration.
Work History
Behavioral Health Technician
4 Months- De-escalated agitated patients using crisis intervention and therapeutic communication techniques.
- Maintained safe therapeutic milieu by enforcing unit rules and observation protocols.
- Assisted nursing staff with behavioral interventions and daily patient care activities.
- Monitored patient behavior and documented changes accurately in electronic health record.
- Facilitated group activities and reinforced coping skills during treatment sessions.
Direct Support Professional
3 Years- Guided and supported youth in structured environment, fostering trust and collaboration through effective communication and conflict resolution.
- Supervised youth during daily routines, reinforcing safety, structure, and appropriate behavior expectations.
- Implemented individualized behavior support plans, documenting progress and adjusting interventions as needed.
Customer Service Specialist
2 Years 9 Months- Provided exceptional customer support for banking and financial service inquiries through phone and electronic communication channels.
- Assisted customers with account maintenance, transactions, online banking support, and fraud-related concerns.
- Investigated and resolved customer complaints, ensuring compliance with company policies and regulatory requirements.
- Investigated and resolved customer complaints while adhering to company policies and regulatory requirements.
- Developed strong customer relationships through effective communication and problem-solving.
- Collaborated with internal departments to facilitate prompt and accurate issue resolution.
- Consistently maintained quality standards and customer service goals.
Behavioral Health Technician
6 Months- Supported patients by ensuring professionalism, confidentiality, and effective communication.
- Completed patient documentation to ensure accurate record-keeping., crisis intervention, and customer-focused care.
- Monitored patient behavior and safety, documenting observations and escalating concerns promptly.
- Supported therapeutic milieu by maintaining calm, structured environment for behavioral health patients.
- Assisted patients with activities of daily living, encouraging independence and dignity.
Direct Support Professional
6 Months- Provided person-centered services, ensuring accurate documentation and fostering positive client relationships.
- Supported individuals with daily living activities, personal care, and community participation.
- Monitored client safety, well-being, and behavior, documenting incidents and observations accurately.
- Assisted with medication reminders, meal preparation, and household routines per care plans.
Caregiver
1 Year 1 Month- Delivered compassionate support and exceptional service, enhancing residents' quality of life and fostering positive relationships with families.
- Assisted residents with daily living activities, maintaining dignity, comfort, and personal care routines.
- Monitored vital signs and reported changes in resident conditions to nursing staff promptly.
- Supported medication reminders and documentation, following care plans and community procedures.
Customer Service Representative
4 Years 6 Months- Managed high volume of inbound and outbound calls, addressing account inquiries, payment issues, credit card services, and general banking concerns to enhance customer experience.
- Resolved customer issues efficiently while maintaining a high level of professionalism and customer satisfaction.
- Informed customers about banking products, services, and account features to improve their understanding and utilization of available resources.
- Educated customers on banking products, services, and account features.
- Maintained accurate account documentation and updated customer records in company databases.
- Met performance metrics related to call quality, customer satisfaction, attendance, and productivity.
- Applied strong listening and communication skills to assist diverse customer populations, ensuring effective resolution of their needs.
Education
High School Diploma
Skills
Problem Resolution
Customer Retention
CRM Systems
Patient Documentation
Documentation skills
Microsoft Word
Microsoft Outlook
Microsoft Excel
Email Communication
CRM tools
Active Listening
Crisis Communication
Crisis de-escalation
Documentation skills
Timeline
Behavioral Health Technician
Freedom Recovery Centers
07.2026 - CurrentRead More
Behavioral Health Technician
Bon Secours
07.2025 - 01.2026Read More
Direct Support Professional
Diversity
01.2025 - 07.2025Read More
Direct Support Professional
Shineforth
07.2023 - 07.2026Read More
Customer Service Specialist
Wells Fargo
05.2023 - 02.2026Read More
Caregiver
Vitality Living
06.2022 - 07.2023Read More
Customer Service Representative
Capital One
10.2018 - 04.2023Read More
Thomas Jefferson High School
High School Diploma
Read More