ALEXANDRA LIEW
SAN JOSE,CA
Overview
15
15
years of professional experience
1
1
Certification
Work History
988 Chat & Text Counselor
Didi Hirsch Mental Health Services
10.2022 - 11.2023
- Assessed visitors for suicide and self-harm risk
- De-escalated visitors who reported real-time self harm and/or imminent plans
- Maintained calm, professional demeanor during high-risk conversations
- Established personalized safety plans with visitors
- Created live, accurate documentation of visitor assessments and interactions
- Served as mandated reporter in cases of suspected older/dependent adult and child abuse or neglect
- Managed and implemented feedback from supervisors while chatting with visitors
Volunteer Phone Counselor
Crisis Support Services Of Alameda County
08.2022 - 08.2023
- Established rapport with callers through empathetic listening, validation, and unconditional positive regard
- Provided crisis intervention services to individuals experiencing acute distress or dangerous situations
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management
- Educated clients on available community resources, fostering a sense of empowerment and self-sufficiency
- Manged live feedback from volunteer supervisors while navigating high-risk calls
Artist Support Manager
Redbubble
09.2020 - 09.2021
- Oversaw support operations and staffing plans in Colombia, Guyana, Jamaica, and Berlin
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives
- Optimized agent performance through strengths-based approach, increasing motivation and productivity
- Achieved service departmental goals by developing and executing strategic plans and performance metrics
- Researched and presented marketplace artist insights to improve artist user experience and create self-help opportunities
- Delivered exceptional online support, maintaining 98% and above satisfaction score.
Artist Experience Coordinator
Redbubble
04.2018 - 09.2020
- Guided and implemented strategy for Artist Success team and Customer Support operation as whole
- Improved support operations processes
- Monitored and handled escalations and coordinated efforts across relevant stakeholders
- Optimized support operations ticketing flows
- Oversaw agent quality/performance management in partnership with quality team and supervisors
Artist Experience Specialist
Redbubble
10.2015 - 04.2018
- Delivered exceptional online support to emerging and established artists worldwide, maintaining 95% and above satisfaction score
- Communicated with development, marketing, finance, and product teams to provide artists information about payments, products, and sales
- Discovered empathetic and creative ways to train and co-manage team of different personalities, with different strengths, and from different time zones
- Worked remotely with teams from Australia, UK, Ireland, and Guyana to provide seamless and consistent support
- Identified site bugs, investigated possible causes, and communicated issues to development teams.
Customer Support Lead
Redbubble
10.2014 - 10.2015
- Collected and analyzed data from fellow agents to aid in customer engagement and retention rates
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions
- Streamlined support processes for improved efficiency and reduced response times
- Devised strategies for handling high e-mail volumes during peak periods, maintaining exceptional service levels under pressure
Customer Support Agent
Redbubble
10.2011 - 10.2014
- Communicated with customers via chat, phone, and email
- Troubleshooted customer issues, including issues with checkout, payment, purchasing, and shipping
- Entered customer inquiry data into CRM to capture actionable feedback
Administrative Assistant
Sunshine Care Assisted Living
10.2008 - 04.2009
- Prepared intake documentation for prospective residents
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents
- Assisted in event management to host appreciation parties for residents and families
Education
Master of Arts - Clinical Mental Health Counseling (MFCC Emphasis)
Palo Alto University
Palo Alto, CA12.2025
Bachelor of Arts - Psychology (Mental Health Emphasis)
Southern New Hampshire University
Hooksett, NH06.2023
Skills
- Crisis Intervention
- Phone Counseling
- Building Rapport
- Suicide Prevention
- Verbal Communication
- Teamwork and Collaboration
- Interpersonal Communication
Certification
- California Child Abuse Mandated Reporter Training for Volunteers
- Counseling on Access to Lethal Means
- Psychological First Aid
Professional Memberships
American Counseling Association
California Association of Marriage & Family Therapists
Timeline
988 Chat & Text Counselor
Didi Hirsch Mental Health Services
10.2022 - 11.2023
Volunteer Phone Counselor
Crisis Support Services Of Alameda County
08.2022 - 08.2023
Artist Support Manager
Redbubble
09.2020 - 09.2021
Artist Experience Coordinator
Redbubble
04.2018 - 09.2020
Artist Experience Specialist
Redbubble
10.2015 - 04.2018
Customer Support Lead
Redbubble
10.2014 - 10.2015
Customer Support Agent
Redbubble
10.2011 - 10.2014
Administrative Assistant
Sunshine Care Assisted Living
10.2008 - 04.2009
Master of Arts - Clinical Mental Health Counseling (MFCC Emphasis)
Palo Alto University
Bachelor of Arts - Psychology (Mental Health Emphasis)
Southern New Hampshire University
- California Child Abuse Mandated Reporter Training for Volunteers
- Counseling on Access to Lethal Means
- Psychological First Aid
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