Athena Leacock
Luquillo
Summary
Adept at fostering client relationships and excelling in customer service, as demonstrated at Arizona Health Care Contract Management Services, I leverage analytical thinking and problem-solving skills to enhance service delivery. Achieved notable client satisfaction improvements, underscoring my commitment to excellence and ability to thrive in dynamic environments.
Overview
5
5
years of professional experience
Work History
Personal Shopper
Instacart
07.2020 - Current
- Cultivated strong relationships with clients through consistent communication and timely follow-ups, resulting in repeat business.
- Worked productively with customers to meet order requirements and service expectations.
- Reviewed customer orders closely to locate desired items and checked app regularly to identify changes.
- Tracked substitutions and informed customers of changes.
- Consistently met deadlines and quality goals for accuracy and timeliness.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Provided exceptional customer service by addressing any issues or concerns promptly, maintaining a positive reputation as a Personal Shopper.
- Greeted clients entering store to provide welcoming environment and friendly customer service.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Balanced multiple tasks simultaneously, prioritizing urgent requests without compromising attention to detail or overall service quality.
- Informed customers of promotions to increase sales productivity and volume.
Optical Lab Technician (Temp)
Stanton Optical
01.2024 - 05.2024
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Recorded patient history to accurately track conditions, progress and diagnosis for comprehensive medical records.
- Maintained high customer satisfaction with timely delivery of accurately produced prescription lenses.
- Minimized equipment downtime with proactive maintenance checks, troubleshooting issues as they arose to maintain efficient operations.
- Increased operational efficiency by cross-training in multiple roles, providing flexibility within the team during peak periods or staff absences.
- Provided patient education on proper use and care of lenses.
- Cleaned finished lenses and eyeglasses using cloths and solvents.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
Package Sorter (Temp)
FedEx
10.2021 - 12.2021
- Maintained a clean and organized workspace, which facilitated smoother package sorting operations.
- Assisted in resolving issues related to misplaced or incorrectly labeled items promptly, mitigating delays in delivery process.
- Displayed strong attention to detail in sorting packages according to specific guidelines, ensuring correct deliveries every time.
- Increased customer satisfaction rates through diligent work ethic and commitment towards error-free sorting activities.
- Supported shipping department by preparing sorted packages for transportation, reinforcing company's reputation for punctuality.
- Adhered to safety protocols while working in a fast-paced environment, reducing the potential for accidents on the job.
- Complied with safety, health, and environmental regulations as prescribed by law.
- Demonstrated flexibility by adapting to changes in work schedules during peak holiday seasons or unexpected events.
Receptionist (Temp)
Western Window Systems LLC
04.2020 - 04.2020
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Sorted, received, and distributed mail correspondence between departments and personnel.
Verfication Specialist (Temp)
Universal Background Screening
01.2020 - 04.2020
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Performed quality assurance reviews of completed background checks to verify accuracy while identifying areas for improvement in future screenings.
- Improved client satisfaction rates by delivering timely and accurate background screening results.
- Utilized advanced search techniques and databases to locate hard-to-find information on individuals during the background check process.
- Supported continuous improvement initiatives within the department through active participation in meetings, workshops, and training sessions.
- Verified employment history and educational credentials, providing clients with the necessary information to make informed hiring decisions.
- Reviewed and analyzed detailed records.
- Maintained strict confidentiality while handling sensitive personal information during investigations, adhering to privacy regulations and ethical guidelines.
- Achieved timely completion of assigned cases by effectively managing workload and prioritizing tasks.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Conducted comprehensive interviews with subjects, references, and other relevant individuals for accurate background information gathering.
Behavior Health Professional
Arizona Health Care Contract Management Services
07.2019 - 10.2019
- Assisted clients in achieving their personal recovery goals through consistent monitoring and guidance during treatment sessions.
- Collaborated with multidisciplinary teams to provide comprehensive care for clients, ensuring continuity of services.
- Improved patient outcomes by implementing evidence-based behavioral interventions and strategies.
- Facilitated group therapy sessions, fostering a supportive environment for clients to develop healthy coping skills.
- Increased client satisfaction by actively listening to concerns and tailoring interventions accordingly.
- Maintained detailed documentation of client progress, effectively tracking treatment outcomes and adjusting interventions as needed.
- Attended trainings to participate in regular supervision and continued education to maintain professional competence and ethical standards.
- Supported clients by representing needs and advocating for patient rights in healthcare, legal and community-based settings.
- Completed one-on-one counseling with broad range of clients suffering from various diseases and issues.
- Encouraged patients to discuss experiences in group and individual settings.
- Supervised busy caseload, managing clients, balancing workload and prioritizing client needs.
- Observed and monitored client behavior and responses to treatment.
- Documented clients' progress to keep detailed notes on each client's treatment progress and changes in mental health status.
- Assessed mental health needs to determine nature and extent of clients' emotional, behavioral or mental health issues.
- Stayed current on mental health research to follow new developments and research in mental health field.
- Adhered to ethical and legal standards for confidentiality, protecting clients' privacy.
- Consulted with other staff members regarding treatment plans as deemed appropriate by team leader.
- Prepared reports to summarize clients' mental health status and treatment progress.
- Developed goal-oriented psychoeducational and activity therapy groups to improve clients' level of functioning.
- Utilized motivational interviewing techniques to encourage client participation in treatment and promote positive change.
- Maintained strict adherence to ethical guidelines and confidentiality policies, ensuring client trust and privacy throughout treatment process.
- Enhanced client engagement with therapeutic activities that promoted skill development and emotional regulation.
- Maintained accurate documentation of client progress, facilitating seamless communication among healthcare providers involved in their care.
- Assisted clients in developing coping strategies, promoting long-term mental health stability and resilience.
- Maintained professional boundaries while fostering a therapeutic alliance, ensuring optimal conditions for individuals seeking behavioral health support.
- Facilitated group therapy sessions for diverse populations, fostering a supportive environment for personal growth and healing.
- Increased patient satisfaction by providing empathetic counseling services that were tailored to each individual''s unique experiences and goals.
- Established trusting relationships with clients by demonstrating genuine empathy, active listening, and validating their experiences.
- Advocated for client access to necessary resources within the community or healthcare system as needed to promote overall wellbeing.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
Bachelor of Arts - Social And Behavioral Sciences
Arizona State University
Glendale, Arizona 01-2025
Associate of Arts - Sociology
Estrella Mountain Community College
Avondale, Arizona 12-2016
Associate of General Studies - Social Sciences
Estrella Mountain Community College
Avondale, Arizona 12-2016
High School Diploma -
Gainesville High School
Gainesville, Florida 04-2014
Skills
- Customer service
- Attention to detail
- Planning and organization
- Decision-making
- Customer relations
- Relationship building
- Flexible schedule
- Online order processing
- Upbeat and outgoing attitude
- Documentation and reporting
- Sales proficiency
- Physical stamina
- Heavy lifting
- Analytical thinking
- Excellent communication
- Problem-solving
Timeline
Optical Lab Technician (Temp)
Stanton Optical
01.2024 - 05.2024
Package Sorter (Temp)
FedEx
10.2021 - 12.2021
Personal Shopper
Instacart
07.2020 - Current
Receptionist (Temp)
Western Window Systems LLC
04.2020 - 04.2020
Verfication Specialist (Temp)
Universal Background Screening
01.2020 - 04.2020
Behavior Health Professional
Arizona Health Care Contract Management Services
07.2019 - 10.2019
Bachelor of Arts - Social And Behavioral Sciences
Arizona State University
Associate of Arts - Sociology
Estrella Mountain Community College
Associate of General Studies - Social Sciences
Estrella Mountain Community College
High School Diploma -
Gainesville High School
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