Kaylia Hawkins-Aleman
Kingsport
Summary
- Energetic professional performs assessments, monitors behavior and helps develop treatment plans. Proven ability to collaborate with multidisciplinary teams to meet patient needs. Offers skills in task prioritization and task management.
- Patient-focused BHA that offers strong background in psychiatric care. Excels in recordkeeping, time management and patient observation. Delivers top-notch care to patients with mental or emotional disturbances.
- Delivered exceptional patient support in community-based treatment facility and contributed to many patients' status improvements. Superb communications skills and compassionate nature enabled positive outcomes in challenging environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Lead Behavioral Health Technician
Creekside Behavioral Health- SBHC
07.2022 - 03.2024
- Supervised and mentored junior Behavioral Health Technicians for professional development and skill improvement.
- Provided crisis intervention and de-escalation services, ensuring safety of all involved parties.
- Conducted group therapy sessions to foster healthy communication and coping skills among patients.
- Maintained detailed documentation of client progress for accurate reporting and effective communication among the treatment team.
- Promoted a positive therapeutic environment by consistently modeling appropriate behaviors and interactions with patients.
- Developed strong rapport with patients, establishing trust and encouraging open dialogue about their experiences and challenges.
- Participated in ongoing training opportunities to stay current on best practices in behavioral health treatment methodologies.
- Supported patients in developing skills for daily living, encouraging independence and overall wellbeing.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Developed and maintained positive relationships with clients to create safe and supportive environment.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Delivered compassionate patient care, focusing on safety, comfort and emotional support.
- Supported patient confidentiality in accordance with HIPAA regulations.
CSR, Sales
Teleperformance USA
08.2019 - 09.2021
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
- Built strong relationships with clients, leading to repeat business and referrals.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Delivered exceptional service, consistently meeting or exceeding performance metrics.
- Answered constant flow of customer calls with minimal wait times.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Became a SME 6 months into my tenure which took me off the phones to assist my peers with customer questions via chat and to take escalated customer calls.
Team Leader Manager
TeleTech
07.2017 - 07.2019
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Established a culture of accountability within the team, resulting in higher levels of individual responsibility towards achieving organizational goals.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
CSR, Sales
CenturyLink
02.2014 - 02.2017
- Built strong relationships with clients, leading to repeat business and referrals.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
- Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
- Delivered exceptional service, consistently meeting or exceeding performance metrics.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Exceeded monthly quotas consistently by effectively managing time and prioritizing tasks aligned with organizational objectives.
- Implemented strategies for upselling and cross-selling, maximizing sales revenue opportunities.
- Established rapport quickly using active listening skills that led prospects down funnel towards eventual conversion into loyal clientele base.
Center Manger & Trainer
Tri-Cities Insurance Group
08.2009 - 02.2014
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Implemented and monitored new underwriting guidelines for the agency.
- Planned and led 40+ training classes to promote sales team development and sales goal reinforcement.
Education
No Degree - Radiologic Technology
Northeast State Community College
Blountville, TNHigh School Diploma -
Daniel Boone High School
Gray, TN05.2005
Skills
- Suicide Prevention
- Mental health counseling
- De-Escalation Techniques
- Behavioral assessment
Certification
- CPR Certified Trainer Through ARC
Timeline
Lead Behavioral Health Technician
Creekside Behavioral Health- SBHC
07.2022 - 03.2024
CSR, Sales
Teleperformance USA
08.2019 - 09.2021
Team Leader Manager
TeleTech
07.2017 - 07.2019
CSR, Sales
CenturyLink
02.2014 - 02.2017
Center Manger & Trainer
Tri-Cities Insurance Group
08.2009 - 02.2014
No Degree - Radiologic Technology
Northeast State Community College
High School Diploma -
Daniel Boone High School
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