Courtney Moore
Roseville
Summary
Dynamic Client Advocate with extensive experience at Catholic Charities, adept at crisis intervention and client relationship building. Proven ability to de-escalate challenging situations while ensuring client needs are prioritized. Skilled in effective communication and conflict resolution, fostering trust and loyalty among clients in high-pressure environments.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Client Advocate 2
Catholic Charities Of Saint Paul and Minneapolis
Maplewood
01.2023 - Current
- Client advocates, intake, inbound calls, de-escalate situations, advocate on behalf of the clients, meals.
- Developed strong relationships with clients, earning their trust and loyalty through effective communication and problem-solving skills.
- Advocated for client needs within the organization, ensuring that their requests were prioritized and addressed in a timely manner.
- Assisted in the onboarding process of new clients, guiding them through implementation steps, and answering any questions they may have had.
- Resolved escalated client complaints promptly, while maintaining professionalism and composure.
- Assisted clients with navigating company policies, procedures and processes.
Personal Care Attendant
Metro Care
Saint Paul
06.2016 - 06.2024
- Help my clients with daily duties around their home, also take to appointments
- Laundry, cooking, cleaning
- The main task is making sure the client's needs are meet
- Provided personalized care and assistance to individuals with disabilities or chronic illnesses
- Assisted clients with activities of daily living, including bathing, dressing, grooming, and toileting
- Ensured a safe environment for clients by identifying potential hazards and taking appropriate preventive measures
- Provided companionship and emotional support to clients through active listening and engaging in meaningful conversations
- Responded promptly to emergencies or urgent situations by following established protocols for crisis management
- Supported clients in maintaining a clean-living space by performing light housekeeping tasks such as tidying up rooms and doing laundry
- Attended training sessions regularly to stay updated on best practices in personal care and safety procedures
- Demonstrated empathy towards clients' emotional well-being while respecting their privacy and dignity at all times
- Communicated effectively with family members or caregivers regarding any changes in client's condition or needs
- Supported clients in participating in recreational activities, hobbies, or interests that promote mental stimulation and overall well-being
Laundry Attendant/shelter Wellness
Ramsey County Shelter Wellness
Saint Paul
12.2020 - 09.2021
- To perform custodial, laundry, and food service duties in a shelter facility and assist client's and staff as directed
- Perform related duties as assigned
- This position works with the homeless individuals in a quarantine/shelter environment
Shelter Advocate Lead
The Salvation Army
Saint Paul
09.2021 - 07.2022
- I work at Bethesda homeless shelter as a lead with work with the homeless and assist with food, housing, and everyday necessities to get them back to living on their own
- Provided direct support and assistance to residents in a shelter setting, ensuring their safety and well-being
- Assisted with intake procedures, including registering new residents and conducting initial assessments
- Implemented and enforced shelter policies and rules to maintain a safe and orderly environment
- Offered emotional support and crisis intervention to residents facing challenging situations
- Monitored and maintained cleanliness and hygiene standards within the shelter facility
- Distributed food, clothing, and personal hygiene items to residents in need
- Assisted residents in finding temporary housing and connecting with community resources
- Managed and organized shelter supplies and inventory, ensuring availability of essential items
Front Desk Advocate
Rs Eden
Minneapolis
08.2022 - 11.2022
- Client advocates, check guest in, de-escalate situations, patrol halls, answering phones, send out daily report
- Greeted and checked in guests, ensuring a positive first impression and providing exceptional customer service
- Managed incoming calls, directing them to the appropriate department or staff member for prompt resolution
- Maintained an organized front desk area, including managing visitor logbooks and issuing visitor badges
- Assisted with guest inquiries, resolving issues promptly and efficiently to ensure guest satisfaction
- Responded to email inquiries in a professional manner within established timelines
- Trained new front desk personnel on standard operating procedures and customer service protocols
Cashier Team Lead
Normandale College Lancer Hospitality
Bloomington
01.2012 - 01.2014
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty.
Barista/Server
City Bend
Bloomington
01.2014 - 01.2015
- Consistently provided exceptional customer service by engaging with customers in a friendly and professional manner
- Maintained cleanliness and organization of the coffee shop, including workstations, brewing areas, and seating areas
- Managed cash register transactions accurately while handling payments from customers
- Resolved customer complaints or concerns promptly and effectively to maintain high satisfaction levels
Barista- FH Lead
Lancer Catering M Clinic U of M
Minneapolis
02.2017 - 05.2018
- I'm a lead Barista cashiering my duties was to make coffee drinks, cashiering, stock, prep, and maintain front of the house also did ordering from coke cola and caribou coffee
- Consistently maintained high standards of quality in every drink made, ensuring customer satisfaction
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their needs promptly
- Expertly prepared and served a variety of coffee beverages, including espresso, cappuccino, latte, and cold brew
- Maintained cleanliness and organization of the coffee bar area at all times for a pleasant customer experience
- Managed inventory levels to ensure an adequate supply of coffee beans, milk, syrups, and other ingredients
Barista/Cashier
Sodexo Concordia College Commons and St.Kate's University
Saint Paul
01.2017 - 01.2018
- I'm here to show my customer's outstanding service and customer service
- I prep and brew coffee, smoothies, teas, pizza, soup etc
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
- Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
Cashier, Barista, Food Prep
Taher
Saint Paul
01.2018 - 01.2019
- Collaborated with team members to ensure timely preparation and delivery of food orders
- Prepared and cooked a variety of dishes, following recipes and portion control guidelines
- Operated kitchen equipment such as grills, ovens, fryers, etc., ensuring proper usage and maintenance
Cafe Dining Room Supervisor
Bon APPETIT
Saint Paul
01.2003 - 01.2008
- Provided exceptional customer service by greeting and assisting customers in a friendly and professional manner
- Collaborated with team members to ensure smooth operations during peak hours and effectively managed high volume of orders
Customer Service
ANDERBERG
Minneapolis
01.2000 - 01.2001
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time goals
- Resolved customer complaints in a professional manner, finding appropriate solutions to ensure customer loyalty
Cashier/customer Service
ALLIED INTERSTATE
St. Louis
01.2003 - 01.2004
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns
- Implemented effective upselling techniques to increase sales of promotional items or add-ons
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
Sorter Operations Associate
TEMPFORCE (OPERATION CHRISTMAS CHILD)
Mendota Heights
11.1999 - 12.1999
- Performed regular quality checks on sorted items to ensure adherence to standards.
- Demonstrated strong attention to detail when inspecting and categorizing various items.
- Safely handled fragile or delicate materials during the sorting process, minimizing damage risks.
Cashier/Customer Service
STATE FAIR
Saint Paul
08.2000 - 09.2000
- CUSTOMER SERVICE TICKET SALES FOOD CONCESSION
- Assisted customers with product selection based on their needs and preferences, resulting in increased sales revenue
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
Education
High school diploma -
Central High School
Saint Paul, MN06.1999
Skills
- Coffee Experience
- Food Preparation
- Caregiving
- Barista Experience
- Microsoft Word
- Phone etiquette
- Childcare
- Customer service
- Microsoft Excel
- Conflict management
- Supervising experience
- Meal Preparation
- Serving Experience
- Sales
- Cooking
- Data entry
- Communication skills
- Laundry
- Crisis Intervention
- Behavior management
- Cashiering
- Crisis Management
- Kitchen Experience
- Catering
- Case Management
- Cleaning Experience
- Microsoft Office
- Order Entry
- Client advocacy
- Conflict resolution
- Intake procedures
- Problem solving
- Crisis intervention
- Effective communication
- Safety compliance
- Paperwork assistance
- Client relationship building
- Telephone etiquette
- Decision making aptitude
- Verbal and written communication
- Housing resources
- Nonviolent crisis intervention
- Microsoft office
- De-escalation tactics
- Client needs assessments
- HeartSaver CPR AED (CPR AED)
- Policy understanding
- Trauma-informed care
- Client screening
- Multitasking Abilities
- Excellent communication
- Mental health crisis response
- Child Welfare Practices
- Client intakes
- Attention to detail
Certification
- Narcan Training
- Verbal De-escalation
- CPR Certification
- Driver's License
- Vulnerable Adult Training
- CPI Nonviolent Crisis Intervention Training, 03/01/21
- CPI Blue Card Mn CPI
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Affiliations
- Reading
- Cooking
- Walks
Timeline
Client Advocate 2
Catholic Charities Of Saint Paul and Minneapolis
01.2023 - Current
Front Desk Advocate
Rs Eden
08.2022 - 11.2022
Shelter Advocate Lead
The Salvation Army
09.2021 - 07.2022
Laundry Attendant/shelter Wellness
Ramsey County Shelter Wellness
12.2020 - 09.2021
Cashier, Barista, Food Prep
Taher
01.2018 - 01.2019
Barista- FH Lead
Lancer Catering M Clinic U of M
02.2017 - 05.2018
Barista/Cashier
Sodexo Concordia College Commons and St.Kate's University
01.2017 - 01.2018
Personal Care Attendant
Metro Care
06.2016 - 06.2024
Barista/Server
City Bend
01.2014 - 01.2015
Cashier Team Lead
Normandale College Lancer Hospitality
01.2012 - 01.2014
Cafe Dining Room Supervisor
Bon APPETIT
01.2003 - 01.2008
Cashier/customer Service
ALLIED INTERSTATE
01.2003 - 01.2004
Cashier/Customer Service
STATE FAIR
08.2000 - 09.2000
Customer Service
ANDERBERG
01.2000 - 01.2001
Sorter Operations Associate
TEMPFORCE (OPERATION CHRISTMAS CHILD)
11.1999 - 12.1999
High school diploma -
Central High School
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