Michaela Olmeda-Smith
WESTFIELD
Summary
Compassionate and dependable professional with experience supporting individuals in high-stress environments. Skilled in communication, conflict resolution, and building trust with youth. Committed to creating safe, structured spaces that promote accountability, growth, and positive life choices
Overview
5
5
years of professional experience
2024
2024
years of post-secondary education
Work History
Call Center Representative
Baystate Health
Holyoke
12.2024 - Current
- Managed inbound calls, addressing patient inquiries and appointment scheduling.
- Provided accurate information regarding health services and insurance options.
- Assisted patients with registration processes and updated their medical records.
- Maintained detailed records of customer interactions and transactions for future reference.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Handled emergency calls with professionalism and empathy, ensuring prompt assistance.
- Maintained confidentiality of patient information in compliance with regulations.
- Collaborated with healthcare staff to resolve patient concerns effectively.
Youth Counselor
Masshire Holyoke
Holyoke
05.2023 - 11.2024
- Facilitated group activities to promote social skills among youth participants.
- Developed individualized support plans for at-risk youth in collaboration with families.
- Conducted regular assessments to monitor youth progress and adjust interventions.
- Organized community outreach programs to engage youth and encourage participation.
- Provided crisis intervention and conflict resolution during challenging situations.
- Maintained accurate documentation of youth interactions and program activities regularly.
- Promoted a safe environment by enforcing rules and regulations while supervising youth activities.
- Helped clients develop social skills needed for successful interactions with peers.
- Monitored and cared for youth in carefully controlled environment to promote safety.
- Advocated for at-risk youth individuals and promoted helpful resources and programs to foster progress.
- Developed individualized treatment plans based on assessment results.
- Educated families about available community resources for their children's needs.
Cashier
Footlocker
Holyoke
07.2021 - 05.2023
- Processed customer transactions efficiently and accurately.
- Assisted customers in selecting products and addressing inquiries.
- Maintained cleanliness and organization of sales floor and checkout area.
- Helped customers find specific products, answered questions, and offered product advice.
- Greeted customers promptly and responded to questions.
Education
Holyoke High School
Holyoke, MASkills
- Customer service
- Record keeping
- Crisis intervention
- Problem solving
- Team collaboration
- Conflict resolution
- Communication skills
- Customer relationship management
- Performance monitoring
- Call center customer service
- Providing customer support
- Problem-solving skills
- Documentation and reporting
- Data entry
- Verbal and written communication
Timeline
Call Center Representative
Baystate Health
12.2024 - Current
Youth Counselor
Masshire Holyoke
05.2023 - 11.2024
Cashier
Footlocker
07.2021 - 05.2023
Holyoke High School