Iman iman
Tucson
Summary
Experienced Direct Support Professional with a strong focus on safety awareness and problem-solving. Skilled in documentation and reporting, consistently improving resident outcomes through effective crisis management and community engagement.
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Circle K
Tucson, AZ
01.2014 - 02.2015
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Trained new staff on operational procedures and customer service best practices.
- Managed cash register operations, ensuring accuracy in transactions and balancing drawers.
- Handled escalated customer complaints, implementing solutions to improve service quality.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
Call Center Representative
Expert Global Solutions Inc.
Tucson, AZ
06.2015 - 04.2017
- Assisted customers with inquiries, resolving issues promptly and efficiently.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Collaborated with team members to streamline call handling processes and improve service delivery.
- Trained new representatives on company policies and best practices for customer care.
- Analyzed call metrics to identify trends and implement improvements in service quality.
- 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.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Direct Support Professional Caregiver
ResCare
Tucson, AZ
04.2017 - 02.2022
- Provided compassionate care and support to individuals with developmental disabilities.
- Assisted clients in daily living activities, enhancing their quality of life.
- Collaborated with multidisciplinary teams to develop personalized care plans.
- Facilitated communication between clients, families, and healthcare professionals.
- Monitored client progress and reported changes to appropriate personnel.
- Trained new staff on best practices in caregiving and safety protocols.
- Identified needs and coordinated plans for travel and out-of-town functions.
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
- Scheduled daily and weekly care hours for client caseload.
Group Home Worker
Casa D´more
Tucson, AZ
03.2023 - Current
- Facilitated daily living activities to enhance residents' independence and well-being.
- Monitored behavioral patterns, providing support to manage challenges effectively.
- Collaborated with multidisciplinary teams to ensure comprehensive care for residents.
- Transported clients to appointments, shopping venues, and entertainment events according to determined schedule.
- Promoted community involvement among residents by engaging them in recreational activities within the local area.
- Managed medication administration accurately, ensuring proper dosage and timing according to physician orders.
- Documented daily progress notes, tracking resident milestones and reporting any concerns promptly to supervisors or case managers as needed.
- Ensured strict adherence to regulatory guidelines, maintaining an up-to-date understanding of relevant healthcare laws and regulations.
- Provided crisis counseling and intervention services to clients in emergency situations.
- Implemented community outreach programs to promote mental health awareness.
Education
Associate of Science - Logistics And Supply Chain Management
Pima Community College
Tucson, AZ05-2026
High School Diploma -
Catalina Magnet High School
Tucson, AZ05-2013
Skills
- Safety awareness
- Documentation and reporting
- Transportation coordination
- Problem-solving abilities
- Attention to detail
- Case documentation
- Decision-making
- Suicide prevention
Timeline
Group Home Worker
Casa D´more
03.2023 - Current
Direct Support Professional Caregiver
ResCare
04.2017 - 02.2022
Call Center Representative
Expert Global Solutions Inc.
06.2015 - 04.2017
Customer Service Representative
Circle K
01.2014 - 02.2015
Associate of Science - Logistics And Supply Chain Management
Pima Community College
High School Diploma -
Catalina Magnet High School