Elijah Frasure
Ashland,KY
Summary
Compassionate Customer Service Specialist with over five years of experience in issue identification and solution implementation. Known for high productivity and efficient task completion, leveraging skills in active listening, crisis intervention, and behavioral analysis. Strong communicator and problem-solver committed to fostering positive outcomes in challenging situations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Crisis Line Counselor
Pathways, Inc.
Ashland, KY
09.2025 - Current
- Responded to 988 Suicide & Crisis Lifeline and warm line calls, providing compassionate support, de-escalation, and resource navigation for individuals in emotional distress.
- Coordinated with dispatchers, clinicians, and administrative staff to optimize crisis response and follow-up services.
- Managed confidential documentation, including 202A mini applications, referrals, and intake coordination with strict adherence to HIPAA and privacy protocols.
- Documented call logs and case notes to ensure continuity of care and meet internal reporting standards.
- Allocated therapists to conduct assessments according to client needs and urgency.
- Facilitated company calls, transferring clients to appropriate departments to enhance communication and support.
Dispatch Manager
BWH security
Ashland, KY
11.2022 - 09.2025
- Dispatches and deploys staff, vehicles and/or units based on communication received.
- Answer emergency and non-emergency phone calls from employees, clients and supervisors and dispatch appropriate personnel including but not limited to law enforcement, fire or EMS.
- Managed information flow to field staff to facilitate effective operations.
- Distributed critical information from clients to field supervision, ensuring timely response and coordination.
- Processed incoming phone calls from officers and clients, providing necessary assistance.
- Adeptly uses multi-line telephone system, mobile phones, two-way radios and other communications and networks.
- Conducted surveillance of contracted locations and uniformed guards, engaged guards in radio checks, assigned shifts, and documented incident reports and communications.
- Monitored and reviewed security camera footage, relaying alerts to relevant personnel.
- Maintains calm communication with and provides instruction (such as first-aid guidance) to incoming callers.
Personal Shopper
Walmart
Ashland, KY
03.2021 - 08.2022
- Fulfilled customer orders by reviewing, locating, preparing, and packaging merchandise to meet customer expectations.
- Ensuring the accuracy of orders prior to pick up.
- Made appropriate product substitutions and consulted with customers to ensure satisfaction.
- Organized and maintained work area to meet company standards, ensuring customer satisfaction and a clean environment.
- Organized and maintained area by following safety and cleaning procedures, setting up displays, receiving, sorting, staging, and delivering merchandise efficiently.
Crew Member
Little Caesars
Ashland, KY
06.2020 - 03.2021
- Prepared and served food, ensuring customer satisfaction through compliance with company and state regulations for cleanliness and safety.
- Prepared food by making, cooking, and packing products in designated boxes, contributing to timely service for customers.
- Rang up sales and maintained lobby counter and drive-thru, supporting efficient customer flow.
- Washed and sanitized dishes and cookware to maintain a clean kitchen environment.
Education
High school diploma -
Boyd County High School
Ashland, KY05-2021
Skills
- Crisis communication
- Crisis intervention
- Crisis management
- Crisis response planning
- Mental health support
- Experience with individuals with mental health conditions
- Trauma-informed care
- Supportive listening
- Empathy in communication
- Active listening
- Email support
- Phone support
- SMS customer support
- In-person customer service
- Individual consumer customer service
- Customer support
- Customer service
- Improving customer support response time
- Call center experience
- Support specialist
- Client services
- Remote access software
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft Outlook Calendar
- Google Workspace
- Productivity software
- Technical Proficiency
- Incident Reporting
- Data entry
- Document review
- Report writing
- Billing issue inquiries
- Attention to detail
- Organizational skills
- Typing
- 10-key entry
- Computer skills
- Computer literacy
- LAN
- Ethernet
- Windows
- Office experience
- Freight
- Courier
- Load & Unload
- Dispatching
- Patrolling
- Safety protocol adherence
- Community resource navigation
- Internal employee customer service
- International customer service experience
- Phone call management
- Service manager
- Team management
- Leadership
- Supervising experience
- Shift management
- Management
- Crisis management techniques
- Conflict resolution
- Time management
- Mental health support system monitoring
- Call center
- Small business owner customer support experience
- Active listening techniques
- Communication skills
- Two-way radio communication
- Phone etiquette
- Stocking
- Map reading
- Incident Reporting
- Healthcare support experience
- Crisis communication
- Mental health support system monitoring
- Mental health support system monitoring
- Freshdesk
- HIPAA compliance
- Crisis intervention
- Crisis management
- Active listening
- Time management
- Crisis management techniques
Certification
- Driver's License, Present
- Driver's License, 03/01/24, 03/01/28
Timeline
Crisis Line Counselor
Pathways, Inc.
09.2025 - Current
Dispatch Manager
BWH security
11.2022 - 09.2025
Personal Shopper
Walmart
03.2021 - 08.2022
Crew Member
Little Caesars
06.2020 - 03.2021
High school diploma -
Boyd County High School