Dynamic customer service professional with a proven track record at Ttec, excelling in problem resolution and relationship building. Leveraged active listening and critical thinking to enhance service delivery, leading to a significant reduction in response times. Committed to fostering collaborative environments and mentoring peers for improved team performance.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Ttec
Oklahoma City, OK
03.2020 - 06.2026
Documented and tracked customer interactions in CRM system to enhance service delivery accuracy.
Trained new team members on customer service protocols and best practices for improved performance.
Identified recurring issues and collaborated with management to implement process improvements, reducing response times.
Developed comprehensive knowledge base to streamline responses and enhance team productivity during peak hours.
Led initiatives to improve customer feedback collection methods, driving actionable insights for service enhancements.
Mentored junior representatives on conflict resolution techniques, cultivating a positive and supportive work environment.
Facilitated cross-departmental communication to address complex customer concerns, fostering collaborative problem-solving efforts.
Crisis Counselor
Red Rock Behavioral Health Services
Oklahoma City, OK
08.2019 - 05.2026
Delivered crisis intervention and support to individuals in acute mental health distress.
Assessed clients' needs and collaborated with multidisciplinary teams for optimal care strategies.
Developed and implemented coping strategies tailored to individual client situations.
Provided emotional support through active listening and empathetic communication techniques.
Documented client interactions and treatment progress in compliance with organizational protocols.
Participated in training sessions to enhance skills in crisis management and intervention techniques.
Provided timely assistance to individuals in crisis, utilizing active listening skills and empathy to establish rapport quickly.
Evaluated client outcomes to refine counseling approaches and improve service delivery effectiveness.