KeelyShae Holmon
El Mirage
Summary
Dedicated and client-focused professional with extensive experience in customer service, technical support, and behavioral health. Proven ability to provide outstanding service, support clinic flow, and manage technical issues. Skilled in customer retention, data entry, and maintaining detailed documentation.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Massage Envy
01.2024 - Current
- Provide outstanding customer service and help everyone feel valued and understood
- Promote the value of Total Body Care by educating clients on new and expanded services, selling the Massage Envy Wellness Program, booking clients for future services, and encouraging homecare retail purchases based on service provider recommendations
- Support clinic flow by greeting clients, scheduling services, answering phone calls, responding to emails, and addressing questions
- Help grow and retain a client base both in-person and through phone/email outreach
Data Entry Client Support Coordinator
Apogee Mental Health Services
10.2022 - 12.2023
- Provides validation in a warm, safe environment and keeps clients motivated to work through distress and eliminate neutralizing behaviors
- Engages with clients through clinical interactions, interventions, and development of skills
- Works closely with the direct manager and the treatment team to adhere to programming and operations
- Engaging in communication and problem solving with all members of the treatment team
- Specifically, client scheduling needs and supporting the Behavioral Health Technicians team with treatment concerns, including but not limited to interventions and customer service issues
- Maintains all written documentation such as progress notes, group therapy notes, for clients based on the current corporate designated caseload capacity and actively participates in creating high client satisfaction in treatment and managing potential grievances
Tech Support and Sales Representative
Asurion
05.2021 - 10.2022
- Provide technical expertise, troubleshoot and repair customer electronic devices
- Enhance customer experience with our ‘serve, solve, and sell’ method, helping bring the Asurion Connected Home product to all customers (selling on every transaction)
- Be the face of Asurion and deliver award-winning, personalized customer experiences
- Achieve sales goals
- Organize same-day pick-up inventory (packing, shipping, receiving, and handing off packages to delivery drivers)
- Partner with cross-functional teams to deliver programs/processes and provide feedback
Customer Service Representative
Turo
01.2020 - 04.2021
- Provide world class experiences for Turo’s hosts and guests through both written and verbal communication
- Field a wide variety of cases/tickets related to billing, fees and fines, mechanical issues, damage, and reservation scheduling and more
- Handle sensitive and stressful situations with grace while exemplifying Turo's values
- Communicate with internal Turo stakeholders of all levels on a regular basis
- Ensure that Turo Hosts and Guests receive the highest quality of service and that all issues are resolved in the shortest possible time
Technical Support
Emperion
10.2018 - 02.2021
- Rebooting routers from our base system
- Access firmware for customers
- Troubleshooting connections
- Contacting dispatch
- Changing password
Behavior Health Specialist
Human Service Campus
11.2019 - 01.2021
- Identify and triage clients whom are experiencing/exhibiting signs or symptoms related to mental health
- Collecting and interpreting information in order to connect to appropriate services on Campus or within the community
- Perform clinical reconnections and work closely with the HSC’s Behavioral Health Coordinator (BHC) in regards to housing opportunities and clinical contact
- Monitoring clients progress and liaising with mental health/health professionals to adjust treatment plans
- Maintaining detailed notes for all clients within the HMIS database
Care Provider
Caring Hands Residential Group Homes
07.2015 - 08.2016
- Oversee all of the home’s daily operations
- Manage client services, including intake and discharge procedures
- Ensure that the home meets local and state regulations covering health, safety and capacity requirements
- Offer life skills-training, vocational and recreational programs for residents
- Advocate for clients, specializing in abuse, neglect, exploitation and abandonment
Education
Certificate - Business and Marketing
Trine University
Peoria, AZ01.2014
Skills
Outstanding Customer Service
- Technical Troubleshooting
- Client Support and Retention
- Clinical Interactions and Interventions
- Detailed Documentation and Data Entry
- Sales and Product Promotion
Timeline
Customer Service Representative
Massage Envy
01.2024 - Current
Data Entry Client Support Coordinator
Apogee Mental Health Services
10.2022 - 12.2023
Tech Support and Sales Representative
Asurion
05.2021 - 10.2022
Customer Service Representative
Turo
01.2020 - 04.2021
Behavior Health Specialist
Human Service Campus
11.2019 - 01.2021
Technical Support
Emperion
10.2018 - 02.2021
Care Provider
Caring Hands Residential Group Homes
07.2015 - 08.2016
Certificate - Business and Marketing
Trine University
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