Mackenzie A. Parker
Vancouver,BC
Summary
Personable, organised, and dedicated customer service specialist with over 13 years of experience in people- and product-focused support roles within business administration, allied health, and public health fields across Canada. Demonstrates expertise in interpersonal and professional relationship building, excellent spoken and written communication, effective problem-solving and conflict resolution, and a zest for learning all things tech and customer support. Embodies an upbeat and 'can-do' attitude within and beyond the workplace, with proven skills in establishing rapport with clients, drive for boosting workflow efficiencies, and company integrity to uphold customer feedback and satisfaction. An enthusiastic and collaborative team player bringing diligence for self-responsibility and motivation to contribute to Rhodes Wellness College's ongoing evolution and success as an industry leader in "helping the helpers."
Overview
13
13
years of professional experience
1
1
Certification
Work History
Registered Therapeutic Counsellor (RTC)
MAP Therapy Canada
Vancouver, BC
04.2023 - Current
- Builds and maintains professional, caring, lasting client relationships by attending closely to client-specific needs and proving resourceful in problem-solving and developing client-centered solutions.
- Fosters an effective and reputable therapeutic alliance by actively listening, empathizing, and validating clients' experiences.
- Procures and implements client feedback consistently to improve service delivery, better meet unique client needs, and enhance outcomes of engaging in therapy.
- Provides and tailors education and in-session experiential demo-practice of wellness life skills, coping strategies, conflict resolution/de-escalation, self-care techniques, and knowledge of local resources to clients from diverse socioeconomic, occupational, cultural, and linguistic backgrounds.
- Leverages Jane App software products and skills to input and compile data on client case management, document client interactions, and keep notes for future consultations.
- Maintains accurate and confidential client records, ensuring compliance with ethical and legal standards.
- Offers business organizational and administrative support to fellow colleagues in the professional helper field across the Allied Health industry.
Academic Administrator
Tan Academy of Balance Inc.
Vancouver, BC
10.2022 - Current
- Adaptable company administrator responsible for onboarding student registration into programs, technical support for user apps, primary marketing lead, team meeting lead, multi-team communication liaison, schedules student/faculty and partnership appointments, manages multi-team calendars, and maintains confidential student records.
- Provides informed onboarding to prospective and current students regarding course and product requirements, course content and schedules, product/course applications, pay procedures, and policies via telephone and email.
- Creates detailed reports on customer feedback for management review.
- Prepares and distributes course and product marketing documents, such as video demos, program flyers, academic calendars, monthly newsletters, and social media campaigns.
- Develops and maintains company website (Wordpress), social media accounts (Facebook, Instagram), and online platforms (Disciple app).
- Seeks to improve workflow efficiency through mastering the 'ins and outs' of company technology software and offer improvement solutions to higher management to reduce time and costs.
- Proficient in operating CRM Slack, with limited experience in ZenDesk (happy to discuss in interview, and eager to train to expertise!).
Recreation Facilitator & Personal Support Services
Strive Living Society
Vancouver, BC
02.2016 - 04.2023
- Designed, facilitated, and assessed recreation therapy programs offered to adult population aged 18-65 living with acquired brain injury, developmental disabilities, and various mental health markers.
- Met clients where they are in their mental, cognitive, physical abilities and supported daily activities including: meal preparations and serving, employment skills development, conflict resolution and de-escalation, stroke recovery, yoga/movement classes, music and art therapies.
- Worked collaboratively with team members to provide an enjoyable and rewarding experience for all participants.
- Conferred with management and team members to deliver client feedback, resolve participant complaints, and adapt programs offered to better meet the needs and preferences of diverse clients using our services and products.
- Provided orientation and mentorship to onboarding staff.
Recreation Assistant
Vancouver Coastal Health
Vancouver, BC
11.2018 - 12.2021
- Independently designed, implemented, assessed therapeutic recreation programs 1:1 and in group settings in LTC homes and community centres.
- Assessed and adjusted for client participation, satisfaction in +30 recreation programs, prioritizing client life-skills development and improving life-satisfaction outcomes.
- Provided direct, 1:1 compassionate client-centred support to meet spiritual, psycho-social, physical, and practical needs of over 85 clients/week.
- Practiced de-escalation, conflict resolution, and instructed self-management strategies to promote daily activities and reduce stress, anxiety, existential strain.
- Notified and collaborated with management, emergency services, and qualified therapists when due for greater emotional or medical support.
Staff Trainer and Administrator
CKW YMCA Camp Wabanaki
Huntsville, ON
04.2011 - 08.2013
- Created and led staff training and evaluation programs on effective workplace communication and leadership, encouraging self-growth and development of 'hard' and 'soft' skills for youth leadership.
- Designed training performance evaluations and provided training follow-up to incorporate feedback into future modules.
- Performed office administration, telephone, email, and in-person customer onboarding, routine report writing, and general data entry duties in-office regarding staff, camper, and public inquiries into camp operations.
Education
Diploma - Professional Counselling
Rhodes Wellness College
Vancouver, BC05.2023
Certificate - Holistic Life Coaching
Rhodes Wellness College
Vancouver, BC09.2021
Bachelor of Arts - International Development
University of Guelph
Guelph, ON05-2014
Skills
- Advanced Native and Professional English, Speech and Written
- Customer Service Excellence
- Professional Relationship-Building
- Student Registration Onboarding
- Empathy, Patience, Presence, Compassion, and Respect in Customer Care
- Warm, Optimistic & Resourceful Customer Service
- Tactful and Diplomatic Problem-Solving
- Customer Relationship Management (CRM)
- Collaborative Leadership & Supervision
- Employee Training & Program Development
- Product Knowledge & Teaching
- Conflict Resolution & De-Escalation in Relationships and Business
- Working with Diverse Groups
- Adaptable, Innovative & Flexible to Change
- Multifaceted Organization, Data & Time Management
- Critical Thinking
- Results-oriented
- Practical Optimism
- Collaborative Teamwork
- Call Management
- Information Security
- Report Generation
- Typing 85 WPM
- Advanced Google Suite, Microsoft Office proficiency
- CRM Software: Zendesk (in Training)
Certification
- MANDT Crisis Prevention Training (2019)
- MANDT De-escalation Training (2020)
- Certified Life Coach - Rhodes Wellness College (2021)
- Professional Counselling Diploma (PCD) - Rhodes Wellness College (2023)
Languages
English
Native/ Bilingual
References
References available upon request.
Timeline
Registered Therapeutic Counsellor (RTC)
MAP Therapy Canada
04.2023 - Current
Academic Administrator
Tan Academy of Balance Inc.
10.2022 - Current
Recreation Assistant
Vancouver Coastal Health
11.2018 - 12.2021
Recreation Facilitator & Personal Support Services
Strive Living Society
02.2016 - 04.2023
Staff Trainer and Administrator
CKW YMCA Camp Wabanaki
04.2011 - 08.2013
Diploma - Professional Counselling
Rhodes Wellness College
Certificate - Holistic Life Coaching
Rhodes Wellness College
Bachelor of Arts - International Development
University of Guelph
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