Katrina Fain
Albuquerque
Summary
Experienced support professional prepared for this role, bringing strong focus on teamwork and achieving results. Skilled in providing personalized care, communication, and problem-solving. Known for flexibility and reliability, adapting to changing needs seamlessly. Proven ability to foster positive, supportive environment.
Overview
20
20
years of professional experience
Work History
Direct Support Professional
Telos Community Inclusion
09.2024 - 09.2025
- Supported individuals with daily living skills, enhancing independence and quality of life.
- Facilitated social activities that encouraged community integration and engagement among clients.
- Trained new staff on best practices for providing compassionate support and implementing care protocols.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
Customer Service Advocate
Verizon
01.2014 - 01.2023
- I helped reduce large call volume which led to lower wait times for customers and less strain on the team.
- I helped increase customer satisfaction by identifying and resolving the root cause of various issues.
- I de-escalated upset callers by using soft skills, building connections with them and showing true concern for them as a person.
- I completed training programs for professional development and growth to ensure I continued to challenge myself and keep up with company changes.
- I worked independently from my home office with no direct supervision.
Technical Support Representative
T-Mobile
01.2006 - 09.2012
- I helped build customer loyalty by showing empathy, identifying their needs and resolving them in a timely manner.
- I displayed my expertise by confidently guiding customers through processes to resolve technical issues.
- I contributed to company success by mentoring new hires and helping them build a solid foundation.
- I participated in focus groups which contributed to higher employee satisfaction and morale.
Education
Sociology
Central New Mexico University
Albuquerque, NM12-2026
Interior Design
Harrington College of Design
Chicago, ILBusiness
Strayer University
Albuquerque, NMHigh School Diploma - undefined
01.1998
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Complaint handling
- Professional telephone demeanor
Timeline
Direct Support Professional
Telos Community Inclusion
09.2024 - 09.2025
Customer Service Advocate
Verizon
01.2014 - 01.2023
Technical Support Representative
T-Mobile
01.2006 - 09.2012
High School Diploma - undefined
Sociology
Central New Mexico University
Interior Design
Harrington College of Design
Business
Strayer University
Similar Profiles
Wasiu AroyewunWasiu Aroyewun
Community Support Worker at Community Inclusion Development Inc.Community Support Worker at Community Inclusion Development Inc.
Ishita KhoslaIshita Khosla
Community Connector at Burnaby Association for Community InclusionCommunity Connector at Burnaby Association for Community Inclusion
Suella TaylorSuella Taylor
Administrative Support Specialist at Total Independence Community InclusionAdministrative Support Specialist at Total Independence Community Inclusion
Tyler McBrideTyler McBride
Student Teacher, Middle Grades at Future Teachers of AmericaStudent Teacher, Middle Grades at Future Teachers of America
Cecilia FernadnezCecilia Fernadnez
Patient Access Representative at Albuquerque Health Care for the HomelessPatient Access Representative at Albuquerque Health Care for the Homeless