Microsoft
Amber Kessen
Peer specialist / bookkeeper / case management
Oshkosh,WI
Work Preference
Summary
Compassionate and detail-oriented professional with extensive experience supporting individuals facing mental health challenges, trauma, addiction, and housing instability. Proven expertise in scheduling, client communication, and crisis-sensitive interactions within fast-paced environments ensures timely access to both telehealth and in-person mental health services. Dedicated Peer Support Specialist committed to developing customized plans for individuals while fostering engagement through strong communication skills and empathy. Recognized for a positive attitude and commitment to continuous learning, bringing exceptional organizational abilities and a collaborative spirit that significantly contributes to team success.
Overview
12
12
years of professional experience
Work History
Owner
Rise of the Feather Cleaning & FixIt Services
Oshkosh, WI
01.2025 - Current
- - Coordinate client appointments, manage calendars, and maintain consistent communication.
- - Handle intake calls, estimate scheduling, and followup reminders.
- - Demonstrate reliability, organization, and strong customer service.
Founder & Coordinator
Hustle2Hope (SurvivorLed Platform)
Oshkosh, WI
01.2024 - Current
- - Support individuals facing trauma, addiction, and mental health challenges by connecting them with resources, appointments, and community services.
- - Manage scheduling, followups, and communication for clients needing mental health and recovery support.
- - Provide traumainformed, culturally sensitive guidance to individuals in crisis or transition.
- - Maintain organized digital records, track client needs, and ensure timely referrals.
- - Communicate professionally with agencies, caseworkers, and service providers.
Customer Support Specialist
Freelance Remote Worker
Remote
02.2023 - Current
- Addressed customer inquiries through diverse platforms, prioritizing responsiveness and clarity in all interactions.
- Developed comprehensive knowledge base to enhance team performance and customer satisfaction.
- Implemented streamlined processes for issue resolution, improving response times and efficiency.
- Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
- Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
- Managed high levels of call flow and responded to technical support needs.
Bartender and Server
Parnell Place
Oshkosh, WI
11.2020 - 11.2022
- Crafted and served a variety of cocktails, enhancing customer satisfaction through quality beverage preparation.
- Managed inventory levels, ensuring consistent availability of supplies and reducing waste through effective stock control.
- Trained new staff on bartending techniques and customer service standards, fostering a collaborative team environment.
- Streamlined cocktail preparation processes, improving service speed during peak hours while maintaining drink quality.
- Conducted regular maintenance of bar equipment, ensuring compliance with health and safety regulations to maintain operational efficiency.
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
Bakery
Golden Corral Buffet and Grill
Oshkosh, WI
04.2017 - 02.2020
- Developed and executed daily baking production schedules to ensure timely availability of fresh items.
- Trained and mentored junior bakers on techniques, safety standards, and equipment operation.
- Streamlined ingredient inventory management processes to reduce waste and optimize supply chain efficiency.
- Implemented quality control measures to maintain consistency in baked goods presentation and taste.
- Produced consistently high-quality baked goods for customers.
- Collaborated with team members to complete tasks and maintain smooth running of bakery.
- Increased production efficiency through effective time management and multitasking during busy periods.
- Assisted in inventory management, helping maintain appropriate stock levels for essential ingredients and supplies.
- Frosted and iced cakes, cupcakes, cookies, doughnuts, sweet rolls, and coffee cakes.
- Created appealing displays to showcase products in bakery.
Operations Supervisor
Trucks R Us
Lansing, IL
05.2014 - 02.2016
- Managed front desk operations, ensuring prompt and professional service to all visitors.
- Implemented office procedures that enhanced communication and workflow efficiency.
- Assisted in maintaining accurate records and filing systems for client information.
- Oversaw inventory management, ensuring adequate supplies for daily operations.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Acted as first point of contact and set appointments for prospective clients.
- Oversaw office equipment maintenance to support continuous and uninterrupted operations.
- Processed expense reports, ensuring timely reimbursement for employees.
- Completed bi-weekly payroll for employees.
Education
Skills
- - Traumainformed communication
- - Highvolume phone & email support
- - Insurance verification basics
- - EMR/EHR familiarity (can adapt quickly)
- - Multitasking & time management
- - Conflict deescalation & boundarysetting
- - Data entry & documentation accuracy
- - Customer service & client engagement
- Document management
- Appointment setting
- Multi-line phone operation
- File organization
- Reception management
Timeline
Owner
Rise of the Feather Cleaning & FixIt Services
01.2025 - Current
Founder & Coordinator
Hustle2Hope (SurvivorLed Platform)
01.2024 - Current
Customer Support Specialist
Freelance Remote Worker
02.2023 - Current
Bartender and Server
Parnell Place
11.2020 - 11.2022
Bakery
Golden Corral Buffet and Grill
04.2017 - 02.2020
Operations Supervisor
Trucks R Us
05.2014 - 02.2016
Additional Background
- - Lived experience with trauma, recovery, and rebuilding informs a deeply empathetic, nonjudgmental approach.
- - Actively engaged in AODA and traumafocused treatment, strengthening professional insight and communication skills.
- - Experience supporting individuals with anxiety, depression, PTSD, bipolar disorder, and crisisrelated needs.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Strengths & Professional Qualities
- - Warm, patient, and grounded in realworld experience
- - Excellent phone presence and ability to calm anxious callers
- - Fast learner with digital systems and scheduling tools
- - Strong boundaries and professionalism
- - Passionate about helping people access care quickly and safely
Accomplishments
- Supervised team of 10 staff members.
- Achieved Community donations through effectively helping with non profit fundraising .
- Achieved funding for Collage through effectively helping with survivors of trafficking .
Software
Portfolio
peer specialist
Languages
English
Full Professional