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
Kingsport, TN
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
Bristol, TN
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
Weber City, VA
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
Johnson City, TN
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
Blountville, TN
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