Briana Thomas
San Antonio,TX
Summary
Highly motivated Crisis Counselor, leveraging experience providing emotional support, crisis intervention, and suicide prevention to individuals in need. Committed to utilizing interpersonal communication skills, active listening abilities, and training in risk assessment to help individuals develop action and safety plans while providing compassionate and professional support during times of crisis.
Overview
8
8
years of professional experience
Work History
Crisis Chat Counselor
Deaflead
05.2022 - Current
- Provided emotional support, crisis intervention and suicide prevention via chat/text network to visitors on the 988 hotline
- Conducted assessments to evaluate risk and developed action and safety plans
- Used active listening and collaborative problem-solving to connect with chatters and address concerns
- Followed policies regarding confidentiality
- Notified emergency services when necessary
Test Scorer
Data Recognition Corporation
03.2022 - Current
- Scored large volumes of standardized test papers according to a scoring rubric, averaging 200 tests a day
- Identified issues, analyzed information, and provided solutions to problems
- Followed security protocols to keep sensitive data secure while working remotely
Credit Specialist
U.S. Bank
11.2021 - 03.2022
- Answered incoming calls and assisted customers with questions and concerns related to their accounts
- Diagnosed customer needs and proactively educated them about U.S
- Bank products and services
- De-escalated situations involving dissatisfied customers and offered patient assistance and support
- Guided customers through troubleshooting and using digital tools
- Strived to meet or exceed call center metrics while providing excellent consistent customer service.
Retail Sales Associate / Social Media Manager
Pet Wants
09.2018 - 12.2020
- Curated engaging social media content to generate brand awareness and increase sales
- Processed high volume of orders per day from the company e-commerce site
- Collaborated with employees to plan and organize in-store events
- Fostered long-lasting relationships with customers to establish brand loyalty
- Spearheaded projects to create customer favorite products that sold out within the first week
Computer Operator and Trainer
Vanguard Veterinary Associates
06.2012 - 01.2018
- Provided accurate research and information on veterinary services
- Solved technical computer issues
- Deescalated situations with customers
- Processed over 100 clients per day, while inputting client data into veterinary software
- Trained and managed up to 2 new employees per month
- Taught protocols and policies to new employees while assessing and reporting progress
Education
Bachelor of Arts - Psychology
University of The Incarnate Word
San Antonio, TX05.2019
Skills
- Crisis intervention
- Social Perceptiveness
- Active Listening
- Interpersonal Communication
- Risk Evaluation
Timeline
Crisis Chat Counselor
Deaflead
05.2022 - Current
Test Scorer
Data Recognition Corporation
03.2022 - Current
Credit Specialist
U.S. Bank
11.2021 - 03.2022
Retail Sales Associate / Social Media Manager
Pet Wants
09.2018 - 12.2020
Computer Operator and Trainer
Vanguard Veterinary Associates
06.2012 - 01.2018
Bachelor of Arts - Psychology
University of The Incarnate Word
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