Carene Fineday
Ponemah
Summary
Experienced customer service professional with a strong background in counseling, front desk operations, and telemarketing. Known for clear communication, lead generation, attention to detail, and building trust while resolving concerns and supporting client needs.
Versatile and dependable professional with experience in behavioral health, home care, hospitality, and customer service. Skilled in verbal and written communication, complaint resolution, and relationship building. Proven ability to support people, manage sensitive information, and maintain accurate records while delivering positive service.
Overview
25
25
years of professional experience
Work History
Telemarketer
Synergy
Bemidji, MN
01.2014 - 01.2016
- Conducted outbound calls to prospective customers using approved scripts and call queues.
- Qualified leads by confirming interest, contact details, and purchasing needs.
- Recorded call outcomes and customer notes accurately in CRM systems.
- Followed up with prospects to maintain engagement and advance sales conversations.
- Addressed objections professionally while maintaining consistent, persuasive communication.
- Scheduled appointments and transferred qualified leads to appropriate sales representatives.
- Adapted quickly to product updates, campaign changes, and new call procedures.
Counselor/Residential Aide/Supervisor
Obaashiing Treatment Center
Ponemah, MN
01.2022 - Current
- Conducted individual counseling sessions to assess needs, goals, and progress.
- Developed treatment plans aligned with client recovery objectives and clinical recommendations.
- Facilitated group therapy discussions using evidence-based behavioral health interventions.
- Documented client progress, assessments, and session notes with accuracy and confidentiality.
- Coordinated care with interdisciplinary staff to align services and client support.
- Applied crisis intervention techniques to de-escalate urgent behavioral health situations.
- Educated clients on relapse prevention strategies, coping skills, and recovery resources.
- Maintained confidential records and ensured compliance with treatment center policies.
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management.
Home Health Care Aide
Circle of Life
Bemidji, MN
01.2021 - 01.2022
- Assisted clients with bathing, dressing, grooming, and daily living activities with dignity and respect.
- Monitored vital signs and reported changes in client condition to nursing staff promptly.
- Supported medication reminders and maintained accurate records for care plans and service notes.
- Prepared nutritious meals and assisted with feeding while following dietary restrictions and preferences.
- Reminded clients about medications and reinforced daily care routines.
- Maintained clean, safe living spaces through light housekeeping and sanitation tasks.
- Documented care observations and updates in client records with accuracy.
- Communicated client needs clearly with families and healthcare professionals.
- Supported individualized care plans while preserving dignity, comfort, and independence.
Receptionist
Red Lake Child Support
Red Lake, MN
01.2019 - 03.2019
- Greeted visitors and directed inquiries to appropriate child support staff.
- Answered multi-line phones and routed calls with accuracy and professionalism.
- Scheduled appointments and maintained daily office calendars for case support.
- Prepared, sorted, and filed confidential correspondence and client records.
- Entered routine data into office systems while maintaining information accuracy.
- Distributed incoming mail and processed outgoing correspondence for timely delivery.
- Assisted clients with general forms, document requests, and office procedures.
- Maintained reception area organization and supported smooth front-desk operations.
Front Desk Clerk/Front Desk Supervisor/Hotel Super
7 Clans Casino
Thief River Falls, MN
01.2017 - 02.2019
- Greeted guests, completed check-in and check-out procedures, and resolved routine front desk requests.
- Answered phone calls, routed inquiries, and provided accurate information on resort services and amenities.
- Processed reservations, updated guest records, and confirmed room availability with attention to detail.
- Handled cash transactions, balanced receipts, and maintained secure front desk records.
- Coordinated with housekeeping and management to support room readiness and guest satisfaction.
- Verified identification and payment information while following casino policies and procedures.
- Responded to guest concerns promptly, maintaining professional service and calm communication.
- Maintained organized front desk operations, including logs, forms, and daily paperwork.
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
- Developed strong relationships with guests through friendly interactions, anticipating their needs and exceeding expectations.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained an inviting front desk area by keeping it clean, organized, and well-stocked with necessary materials.
- Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
- Provided exceptional customer service for a positive guest experience, resulting in repeat business.
- Collected room deposits, fees, and payments.
- Collaborated with housekeeping staff to ensure room availability and cleanliness for incoming guests.
- Enhanced guest satisfaction by promptly and professionally addressing inquiries and concerns.
- Contributed to team goals by maintaining a positive attitude and supporting coworkers during busy periods or challenging situations.
Store Associate
Goodwill
Bemidji, MN
01.2007 - 01.2013
- Greeted customers, answered questions, and provided friendly support across sales floor.
- Operated point-of-sale system to process purchases, returns, and payments accurately.
- Sorted donated merchandise, identified sellable items, and routed goods for pricing.
- Stocked shelves and organized racks to maintain accessible, well-presented inventory.
- Tagged and priced merchandise according to store standards and rotation procedures.
- Recovered sales floor, straightened displays, and removed misplaced items throughout shift.
- Supported donation intake by unloading items, separating categories, and maintaining efficient flow.
- Assisted team members with store cleanliness, fitting room organization, and daily opening tasks.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained a clean and safe shopping environment for customers through regular cleaning and monitoring of store conditions.
- Utilized strong multitasking abilities to manage multiple responsibilities simultaneously during busy periods.
- Increased customer satisfaction by providing efficient and friendly service while handling transactions.
- Worked closely with fellow associates to create a positive work environment, fostering teamwork and mutual support.
- Resolved customer inquiries and issues promptly, demonstrating excellent communication skills.
- Maintained tidy and organized store to comply with cleanliness standards.
- Handled cash register operations accurately, balancing drawers at the end of each shift.
- Answered questions about store policies and addressed customer concerns.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Provided exceptional customer service by actively engaging with shoppers and offering assistance as needed.
Correctional Officer
Red Lake Detention Center
Red Lake, MN
06.2001 - 01.2002
- Monitored inmate activity, enforcing facility rules and maintaining secure housing unit conditions.
- Conducted routine perimeter and unit checks, identifying safety concerns and unauthorized activity.
- Supervised inmate movement during meals, recreation, court transport, and medical appointments.
- Performed searches of persons, cells, and property to prevent contraband introduction.
- Completed incident reports and shift logs with accurate documentation of daily security events.
- Applied verbal de-escalation techniques to resolve conflicts and maintain orderly operations.
- Controlled facility access, verifying identification and screening visitors, staff, and deliveries.
- Responded to emergencies, following detention center procedures and coordinating with supporting personnel.
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
Education
High School Diploma -
Riverside Indian School
Anadarko, OK08.1995
Skills
- Customer service
- Email and telephone etiquette
- Customer engagement
- Inbound and outbound calls
- Negotiation and persuasion
- Verbal and written communication
- Sales proficiency
- Data entry
- Goal oriented
- Product sales
- Complaint resolution
- Lead generation
- Attention to detail
- Outbound calling
- MS office
- Results-driven
- Relationship building
- Script reading
- Scripted calls
- Documentation and reporting
- Professional communication
- CRM software
- Lead management
- Stress tolerance
- Sales support
- Scripted calls
- Documentation and reporting
- Professional communication
- CRM software
- Lead management
- Stress tolerance
- Sales support
- Scripted calls
- Documentation and reporting
- Professional communication
- CRM software
- Lead management
- Stress tolerance
- Sales support
- Scripted calls
- Documentation and reporting
- Professional communication
- CRM software
- Lead management
- Stress tolerance
- Sales support
Timeline
Counselor/Residential Aide/Supervisor
Obaashiing Treatment Center
01.2022 - Current
Home Health Care Aide
Circle of Life
01.2021 - 01.2022
Receptionist
Red Lake Child Support
01.2019 - 03.2019
Front Desk Clerk/Front Desk Supervisor/Hotel Super
7 Clans Casino
01.2017 - 02.2019
Telemarketer
Synergy
01.2014 - 01.2016
Store Associate
Goodwill
01.2007 - 01.2013
Correctional Officer
Red Lake Detention Center
06.2001 - 01.2002
High School Diploma -
Riverside Indian School