Deven Ward
Hickory,NC
Summary
Results driven Customer Service professional with background as Certified Peer Support Specialist and strong history of facilitating meaningful peer connections. Proven track record of empowering individuals through collaborative support and effective communication. Demonstrated ability to use empathy and active listening to foster trust and understanding. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments.
Overview
11
11
years of professional experience
Work History
Certified Peer Support Specialist
Infinite Beginnings, LLC
01.2025 - Current
- Maintained accurate records of client interactions according to organizational guidelines, protecting confidentiality while ensuring thorough documentation for continuity of care purposes.
- Collaborated with interdisciplinary teams to develop comprehensive care plans based on clients'' individual strengths, needs, and preferences.
- Assisted clients in developing and maintaining personalized wellness plans, guiding them in setting achievable goals for improved mental health outcomes.
- Coordinated educational workshops addressing topics such as stress management, nutrition, sleep hygiene, and self-care strategies.
Case Manager
55 Silver
05.2024 - 11.2024
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
Customer Service Manager
Goodwill Industries of NC
01.2016 - 08.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Customer Service Representative
Contract Seating, Inc.
03.2014 - 11.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Criminal Justice/Business Management
Guilford College
Greensboro, NC05-2021
Skills
- Peer advocacy
- Mental health awareness
- Self-care techniques
- Stress reduction
- Active listening
- Critical thinking
- Customer service
- Data entry
- Negotiation expertise
- Problem-solving
- Time management
- Case documentation
Timeline
Certified Peer Support Specialist
Infinite Beginnings, LLC
01.2025 - Current
Case Manager
55 Silver
05.2024 - 11.2024
Customer Service Manager
Goodwill Industries of NC
01.2016 - 08.2019
Customer Service Representative
Contract Seating, Inc.
03.2014 - 11.2016
Criminal Justice/Business Management
Guilford College
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