Andre Faga
Kent,USA
Summary
Dynamic and dedicated Customer Service Representative with over 5 years of experience in customer-facing and telecommunications roles, committed to delivering exceptional service in fast-paced environments. Proven track record of effectively engaging customers and ensuring 100% satisfaction with products and services. Strong attention to detail and adept at multitasking while collaborating seamlessly with cross-functional teams. Recognized for prioritizing tasks and resolving customer concerns efficiently, making a significant impact as a dependable team player under pressure.
Overview
11
11
years of professional experience
Work History
Residential Counselor
DESC
08.2024 - 07.2025
- Reduced behavioral incidents through effective de-escalation techniques.
- Maintained safe and supportive residential environments for at-risk individuals, contributing to their overall wellbeing.
- Promoted independent living skills through coaching residents in daily tasks such as meal preparation, hygiene, and budgeting.
- Developed strong rapport with residents through empathetic listening and compassionate communication strategies.
- Monitored and documented client progress toward meeting goals and objectives.
- Managed crisis situations effectively, ensuring the safety of all residents while adhering to established protocols.
- Coordinated recreational activities for residents, fostering social interaction and positive group dynamics.
- Addressed behavioral and emotional needs of residents through activities and interventions, increasing resident socialization, interpersonal, and social skills.
- Conducted regular check-ins with residents to monitor progress, address concerns, and provide ongoing support.
- Assisted residents in adhering to treatment plans by setting up medical appointments, arranging transportation, coordinating services, and providing emotional support.
- Facilitated group counseling sessions to help clients address issues of substance abuse, anger management and interpersonal relationships.
- Implemented behavior modification techniques designed to promote positive change in residents'' lives.
- Documented resident interactions thoroughly, maintaining accurate records for case management purposes.
- Resolved conflicts by performing in-time crisis intervention and enforcing discipline and behavior metrics.
- Developed and implemented comprehensive individualized treatment plans for high-risk clients in residential setting.
- Supported case managers in the development and implementation of continuing care plans for residents, preparing them for successful transitions into independent living situations.
- Reduced instances of behavioral escalation by implementing proactive de-escalation techniques and interventions.
- Maintained safe and secure environment by conducting regular safety checks and enforcing house rules.
Overnight Support Advocate
Mary's Place
07.2018 - 06.2024
- Front Desk Operations - answering inbound and making outbound phone calls, conducting daily emails along with customer scheduling.
- Flip and Prepare rooms for future guests. Clean and sanitize the room for future move ins.
- Build furniture for the guests room needs.
- Create customer profiles and manage all updates.
- Medication Management - monitor medication and dosage usage.
- Establish rapport with clients to maintain and ensure their customer service satisfaction.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Oversee multiple clients in one day and be responsible for organizing and monitoring time management to meet customer needs, especially when dealing with strict time requirements.
- Responsible for daily logs and customer incident documentation.
- Collaborate with other call center professionals to improve customer service.
- Report directly to the site director for monthly reviews and customer updates.
Customer Service Security
Caesars Palace
06.2014 - 05.2018
- Answering inbound and making outbound phone calls, emails, and radio dispatch.
- Providing detailed reports on daily activities and any incidents that may have occurred to management.
- Inspect and adjust security systems, equipment, or machinery to ensure operational use and to detect evidence of tampering.
- De-escalate situations involving dissatisfied customers, offering customer assistance and support.
- Meet with and work side by side with internal departments on enhancing customer service experience.
- Provide customer safety and awareness through proper communication via signs, social media, and personal interaction.
Education
High School Diploma - undefined
Indian Springs High School
Indian Springs, NevadaSkills
- Interpersonal and customer service skills
- Analytical and problem-solving skills
- Time-management and organizational skills
- Ability to answer a high volume of calls and/or emails daily
- Active Listening skills
- Transparency
- People-first attitude
- Clear communication skills
- Telecommunication
- Computer Networking
- Microsoft Windows
- Help Desk
- Microsoft SharePoint
- De-escalation techniques
- Client advocacy
- Boundaries establishment
- Supply replenishment
- Safety management
- Self-care practices
- Professionalism and ethics
- Residential care
- Resident counseling
- Resident support
- Incident reporting
- Resident supervision
Timeline
Residential Counselor
DESC
08.2024 - 07.2025
Overnight Support Advocate
Mary's Place
07.2018 - 06.2024
Customer Service Security
Caesars Palace
06.2014 - 05.2018
High School Diploma - undefined
Indian Springs High School