Jessica Turner
Largo,FL
Summary
Results-driven and passionate Crisis Intervention Specialist known for high productivity and efficient task completion. Possess specialized skills in behavioral intervention strategies, individualized education plan (IEP) development, and data-driven instructional practices. Excel in communication, empathy, and problem-solving, ensuring successful interventions and support for diverse callers needs. Highly trained in customer service roles as well.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Intervention Specialist- Tier2 First Responder Program
Crisis Center of Tampa Bay
Tampa, Florida
09.2023 - 09.2024
- Communicate with people who call in for assistance with substance abuse, mental health issues, suicidal ideation, sexual abuse, domestic violence, and any crisis they may be experiencing
- Actively listen to the caller to locate resources for people who need assistance with things like their rent and utility payments to ensure the proper resources are provided
- Utilize phone and email communications to speak with clients and superiors as well as law enforcement and local agencies like DCF and sexual assault services
- Implement de-escalation techniques with callers to further ensure their safety and the safety of those around them
- Utilize documentation to record what clients say to assist a specialist or supervisor in reviewing the interaction
- Provide support and utilize empathy and understanding when communicating with First Responders and Veterans
- Answer the 988 Suicide and Crisis Lifeline and 211 calls consistently within three rings to provide the best service
- Coordinated with healthcare professionals to understand medical or psychological factors influencing behaviors.
- Offered counseling to students and parents to increase personal growth, self-understanding and behavioral management.
- Have taken over 7,000 calls at the Crisis Center of Tampa Bay as well as relevant trainings and certifications including ASIST
Customer Service Representative
Elevation Connect
Largo, Florida
10.2021 - 12.2022
- Vacasa
- Problem-solving a variety of questions and scenarios
- Striving for one-call resolution
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered customer inquiries and provided assistance with lock outs, room conditions, and anything the guest may need
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered inbound calls, chats and emails to facilitate customer service.
- Mediated between the host and guest for things like refunds, cancellations, and any other questions or concerns.
- University of California
- Answered inbound calls, chats and emails to facilitate customer service
- Answered questions by students about their college applications and what they would need to submit it
- Utilized several knowledge based programs to locate information to accurately provide to the student, parent, or school counselor
Customer Service Representative
24-7 Intouch
Clearwater, Florida
11.2019 - 11.2020
- Airbnb
- Kept records of customer interactions or transactions, thoroughly recording details
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Mediated between the host and guest when refunds are requested or anything is wrong with the property
- Communicate with team through chat or email for support
- Assisted with lockouts and conditions of property
- Assisted the guest to locate, book, or cancel their reservations
- Netflix
- Provided technical support
- Utilized a variety of programs to be able to assist the customer in more complex issues
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered inbound calls, chats and emails to facilitate customer service.
Sales Verification Specialist
AGR
Largo, FL
05.2018 - 10.2019
- Verbally verify contracts for gas and electric companies in deregulated states
- Supervised team of 20 to make sure all contracts are read thoroughly to customer
Education
Associate of Science - Forensic Science and Crime Scene Technology
Keiser University
Tampa, FL07.2014
General Education Development Diploma -
Pinellas Park High School
Largo, FL05.2005
Skills
- Excellent oral/written communication
- Practice providing empathy and validation
- De-escalation techniques
- Coordinating with a team and multiple agencies to assist the caller
- Progress monitoring
- Time management
- Assessment tools
- Mastery of intervention strategies
- Strong collaboration skills
- Emotional support
- Organization
- Data entry
- Problem-solving
- Analyzing data
- Strategic thinking
- Multi-tasking
- Type 38WPM
- Manager position and responsibilities in a fast-paced customer support environment
- Experience with legal and medical terminology
- Software: Microsoft Office, Excel, PowerPoint, and Outlook As well as Other programs like Zendesk, Salesforce, Twilio, Five9 and VisionLink
Certification
- Bloodstain Collection and Documentation- National Institute of Justice
- Life, Annuity & Health Insurance 0215- License in FL
- DCF Certifications/Mandated Reporter
- FCASV Certified
- Psychological/Mental Health First Aid certified
- SafeTalk certified
- ASIST certified
Timeline
Intervention Specialist- Tier2 First Responder Program
Crisis Center of Tampa Bay
09.2023 - 09.2024
Customer Service Representative
Elevation Connect
10.2021 - 12.2022
Customer Service Representative
24-7 Intouch
11.2019 - 11.2020
Sales Verification Specialist
AGR
05.2018 - 10.2019
Associate of Science - Forensic Science and Crime Scene Technology
Keiser University
General Education Development Diploma -
Pinellas Park High School