Mia Burroughs
Land O' Lakes,FL
Summary
Experienced Remote Customer Service Representative with over 14 years in client support, administrative assistance, and care services. Skilled in managing high-volume calls, CRM software, conflict resolution, and cross-functional communication. Dedicated to delivering exceptional customer experiences and fostering strong client relationships in remote and fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Direct Support Professional
Helping People Excel
Southington, CT
12.2024 - Current
- - Provided compassionate care and support to individuals with disabilities, fostering a safe and nurturing environment.
- - Implemented individualized care plans and therapeutic activities to promote well-being.
- - Monitored and documented client progress, collaborating with healthcare teams to tailor care strategies.
- Facilitated daily living activities for individuals with disabilities, promoting independence and dignity.
- Developed personalized support plans in collaboration with families and care teams, ensuring tailored assistance.
Remote Customer Service Representative
AR&R Solutions
Hartford, CT
02.2023 - 02.2025
- - Managed high-volume inbound and outbound calls, addressing customer inquiries and concerns efficiently.
- - Maintained detailed records of customer interactions to ensure seamless follow-ups and service improvements.
- - Provided administrative support, including data entry, scheduling, and document management.
- - Assisted in conflict resolution by identifying issues and implementing effective solutions.
- - Utilized CRM software to track customer interactions and improve service delivery.
- Facilitated daily living activities for individuals with disabilities, promoting independence and dignity.
Recovery Assistant
Change inc
New Haven County
05.2018 - 02.2025
- - Engaged with hard-to-reach clients, implementing innovative outreach strategies.
- - Facilitated client transitions from professionally-directed to self-directed recovery plans.
- - Provided continuous community training and support.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Assisted disabled clients to support independence and well-being.
Case Manager / Direct Support Professional
State of Connecticut, Department of Developmental Services
East Hartford, CT
11.2018 - 02.2023
- - Provided individual and group counseling, focusing on behavioral management and client advocacy.
- - Assisted clients with navigating community resources and support services.
- - Documented client progress and developed personalized support plans.
- - Collaborated with interdisciplinary teams to improve client outcomes.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
Administrative Support
Griffin Hospital
Derby, CT
05.2015 - 12.2018
- - Managed front desk operations, including scheduling, answering calls, and handling correspondence.
- - Delivered exceptional customer service by assisting patients and visitors with inquiries.
- - Maintained accurate records and ensured efficient office operations.
- - Assisted in training new employees and improving workflow processes.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
Education
Associate - Criminal Justice
Southern New Hampshire University
Manchester, CTSkills
CRM software proficiency
High-volume call management
Data entry and documentation
Customer relationship management
Conflict resolution
Administrative support
Microsoft Office Suite (Word, Excel, Outlook, Teams)
Virtual communication platforms (Zoom, Slack, Microsoft Teams)
Effective communication and active listening
Organizational and time management
Certification
- CPR Certification
- First Aid Certification
Timeline
Direct Support Professional
Helping People Excel
12.2024 - Current
Remote Customer Service Representative
AR&R Solutions
02.2023 - 02.2025
Case Manager / Direct Support Professional
State of Connecticut, Department of Developmental Services
11.2018 - 02.2023
Recovery Assistant
Change inc
05.2018 - 02.2025
Administrative Support
Griffin Hospital
05.2015 - 12.2018
Associate - Criminal Justice
Southern New Hampshire University