Open to opportunities

Serenity Way

@serenityway

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Dedicated customer support agent with 3+ years in healthcare.

United States

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What I'm looking for

I am looking for a role in a mission-driven environment that values innovation and integrity, where I can leverage my customer service skills and contribute to positive outcomes.

I am a dedicated customer service professional with over three years of experience providing high-quality support in healthcare, education, and recovery industries. My expertise lies in delivering empathetic communication and tech proficiency, ensuring positive outcomes for clients. I have honed my skills in remote, fast-paced environments, where I prioritize emotional intelligence and first-contact resolution.

At Scottsdale Providence Recovery Center, I provided compassionate support to clients in addiction recovery, ensuring HIPAA compliance while documenting progress in EMR systems. My role as an educator and curriculum coordinator further developed my ability to manage digital communication and resolve issues effectively. I thrive in mission-driven environments and am excited about the opportunity to contribute to a team that values innovation and integrity.

Experience

Work history, roles, and key accomplishments

Current

Content Creator & Digital Educator

Current

Self-Employed

Jan 2022 - Present (3 years 6 months)

Managed a growing platform dedicated to wellness and personal growth, fielding DMs and comments with care and attention. Tracked customer sentiment, responded to inquiries, and troubleshooted access issues across platforms.

Troubleshooting Content Creation

Educator & Curriculum Coordinator

Leading Edge Academy

Jan 2019 - Present (6 years 6 months)

Provided virtual and in-person support for students and families using digital platforms. Resolved issues related to curriculum, tech access, and parent communications, serving as liaison between admin and community.

Google Workspace Zoom)Email LMS Digital Communication

Behavioral Health Technician

Scottsdale Providence Recovery Center

Jan 2017 - Present (8 years 6 months)

Delivered compassionate support to clients in addiction recovery, documenting progress in EMR and ensuring HIPAA compliance. De-escalated emotionally sensitive situations while maintaining professional boundaries and client trust.

EMR HIPAA)Trust Collaborative Care

Education

Degrees, certifications, and relevant coursework

Northern Arizona University

Bachelor of Arts, Communications & English

Studied a dual major in Communications and English, developing strong analytical, writing, and interpersonal skills. Gained expertise in various communication theories and literary analysis.