Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Monique Moss

Waukegan

Summary

Professional with background in resident services, ready to transition into supervisory role. Extensive hands-on experience in managing resident needs and enhancing community living standards. Known for fostering team collaboration and adapting to dynamic situations. Strong in problem-solving and interpersonal communication.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Mental Health Technician 1

Ann Kiley Developmental Center
03.2024 - Current
  • Performed scheduled patient safety checks and documented results to establish patients' well-being.
  • Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
  • Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
  • Applied de-escalation and limit-setting techniques to promote patient cooperation.
  • Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
  • Developed and maintained positive relationships with clients to create safe and supportive environment.
  • Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
  • Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
  • Maintained detailed records of patient interactions, ensuring accurate documentation for future reference.
  • Developed strong rapport with patients, establishing trust and fostering positive relationships conducive to healing.
  • Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
  • Educated patients on coping strategies and self-help techniques to better manage their mental health symptoms.
  • Assisted individuals with daily living activities such as grooming, meal preparation, or mobility when necessary.
  • Monitored patients'' progress, documenting changes in behavior and updating treatment plans accordingly.

Resident Services Supervisor

Ann Kiley Developmental Center
03.2025 - 05.2025
  • Established positive relationships with vendors and contractors, ensuring timely completion of projects without compromising quality.
  • Collaborated with other departments to ensure seamless integration of services for residents'' convenience and comfort.
  • Developed a more cohesive community through regular resident events and activities.
  • Managed move-in and move-out processes, ensuring smooth transitions for both new and departing residents.
  • Conducted regular inspections of both interior and exterior of properties for damage.
  • Kept properties in compliance with local, state, and federal regulations.
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports.
  • Delivered emergency 24-hour on-call service for tenants on building issues.

Admin Assistant

Leica Biosystems
09.2023 - 12.2023
  • Coordinate complex scheduling using Salesforce.com for incoming repairs (emergency and non-emergency) and Preventative Maintenance with the Field Service Engineer team and customers.
  • Provide support for Field Service Engineers and Regional Field Service Managers via phone and email.
  • Contact customers for bundle opportunities of repair and preventative maintenance work orders.
  • Monitor incoming phone and email traffic from internal and external customers to provide timely and accurate response and resolution of inquiries and requests.
  • Create and dispatch work orders using Salesforce.com for Applications and Field Service teams coordinating on-site visits and new products installations.

Customer Service

AbbVie, (ATR International)
08.2022 - 08.2023
  • Answer Phones
  • Answer emails
  • Package look up.
  • Tracking KPI
  • Running Scripts
  • Some lifting up to 30 lbs packages

Manager

SophistiKated Smokes
03.2020 - 06.2022
  • Money management
  • Process payments
  • Serve each customer’s section with their requested needs.
  • Clean and prepare hookahs.
  • Clean and prepare lounge for customers arrival.
  • Clean lounge at end of shift
  • Create and maintain employee schedule.
  • Manage team members according to need.

Driver Support Representative

Donlen Corp
09.2019 - 05.2022
  • Answer inbound calls from drivers to assist them with questions regarding several programs and services.
  • Utilize our internal issue tracking system – CARE – to follow through on customer inquiries and issues.
  • Utilizing Donlen’s systems to order replacement cards, provide vehicle order status, renewal status, maintenance questions, order replacement fuel cards, and more.
  • Make outbound calls to drivers as needed.
  • Flexibility in work hours required to ensure proper coverage of call center (including weekends)
  • Provide training assistance for employees in the Driver Contact Center.

HR Service Center Specialist

Abbott Laboratories (SpectraForce Technologies)
02.2019 - 06.2019
  • Take inbound calls, live chat and emails to provide information for HR support for Abbott Employees.
  • Time management
  • Project management
  • Workday Knowledge
  • Salesforce

Asset Security Protection

Walgreens Co. (Jobco staffing)
07.2017 - 11.2018
  • Trouble Zone reports for missing or trouble zone areas in Walgreens stores worldwide
  • Send emails to OM to replace batteries in alarm systems.
  • Resolve issues with Alarm systems.
  • Physical Burglary and firearm services

Customer Service Representative

Direct Energy
06.2016 - 09.2016
  • Established positive relationships with vendors and contractors, ensuring timely completion of projects without compromising quality.
  • Collaborated with other departments to ensure seamless integration of services for residents'' convenience and comfort.
  • Developed a more cohesive community through regular resident events and activities.
  • Managed move-in and move-out processes, ensuring smooth transitions for both new and departing residents.
  • Conducted regular inspections of both interior and exterior of properties for damage.
  • Kept properties in compliance with local, state, and federal regulations.
  • Monitored and tracked payments and expenses, providing timely and accurate financial reports.
  • Delivered emergency 24-hour on-call service for tenants on building issues.

Education

Nursing

Tennessee State University
Nashville, TN
01.2011

High School Diploma - undefined

Austin East Magnet High School
Knoxville, TN
01.2010

Skills

  • I am a team-oriented individual, results-driven and come with 12 years of extensive experience in the Customer Service industry I have a history of delivering unparalleled customer service, as well as training team members to strive for optimum customer satisfaction I thrive on ensuring high levels of customer retention I am skilled in Avaya Programming, (GMC Canada, At&T, JJ, Sears, AMC, and AFI), MMA, AS400, POS, SAP, Salesforce and Word/Excel As well as certification as a mental health trainee 1

Certification

Mental health technician 1

Timeline

Resident Services Supervisor

Ann Kiley Developmental Center
03.2025 - 05.2025

Mental Health Technician 1

Ann Kiley Developmental Center
03.2024 - Current

Admin Assistant

Leica Biosystems
09.2023 - 12.2023

Customer Service

AbbVie, (ATR International)
08.2022 - 08.2023

Manager

SophistiKated Smokes
03.2020 - 06.2022

Driver Support Representative

Donlen Corp
09.2019 - 05.2022

HR Service Center Specialist

Abbott Laboratories (SpectraForce Technologies)
02.2019 - 06.2019

Asset Security Protection

Walgreens Co. (Jobco staffing)
07.2017 - 11.2018

Customer Service Representative

Direct Energy
06.2016 - 09.2016

Nursing

Tennessee State University

High School Diploma - undefined

Austin East Magnet High School

Similar Profiles

CREATE PROFILE
Monique Moss