NATASHA MASSIE
Oakland,CA
Summary
Dynamic and results-driven professional with extensive experience in client support, case management, and crisis intervention, poised to excel as a Call Center Specialist. Expertise in managing high-volume calls, resolving complex issues, and delivering clear, empathetic communication ensures exceptional client satisfaction. Proven ability to handle sensitive information, coordinate resources effectively, and maintain meticulous documentation underscores a commitment to professionalism. Recognized for strong organizational skills and adaptability, dedicated to supporting diverse client needs while driving team success and contributing to overall organizational growth.
Overview
9
9
years of professional experience
Work History
SUD Counselor
Horizon Services
09.2020 - 04.2024
- Delivered direct client support through active listening and problem resolution in high-stress environments.
- Conducted needs assessments and created individualized service plans, improving client outcomes by 87%.
- Collaborated with internal staff and external organizations to ensure timely responses to client inquiries and concerns.
- Maintained detailed records of client interactions, ensuring accuracy and compliance with organizational standards.
- Assisted with scheduling, shift coverage, and coordination of services, enhancing team efficiency.
Case Manager
In-Home Supportive Services
01.2018 - 04.2020
- Managed a caseload of clients, addressing concerns promptly and coordinating access to appropriate resources.
- Provided exceptional customer service through advocacy, problem-solving, and ongoing support.
- Facilitated one-on-one meetings and follow-ups, ensuring goals were met and client satisfaction was maintained.
- Documented all client interactions with precision, supporting accurate reporting and case resolution.
- Delivered crisis intervention and support in urgent situations, demonstrating calm and effective communication.
Dispatcher
Mobility Transportation Service
10.2015 - 01.2018
- Coordinated transport schedules for optimal efficiency and service delivery.
- Monitored real-time traffic updates to adjust routes and minimize delays.
- Mastery of active listening, authentic empathy, clear and concise communication.
- Implemented process improvements that enhanced response times for service requests.
- Experience managing escalated customer encounters with an innate ability to maintain composure, de-escalate tension, and establish mutual trust.
Education
Associate of Science - Addiction Studies
Laney College
Oakland, CA05-2022
Skills
- Customer Service & Support
- High-Volume Call Management (Inbound/Outbound)
- Active Listening & Communication
- Problem-Solving & Conflict Resolution
- Documentation & Data Entry
- Crisis Management & De-escalation
- Time Management & Multitasking
- Team Collaboration & Resource Coordination
Timeline
SUD Counselor
Horizon Services
09.2020 - 04.2024
Case Manager
In-Home Supportive Services
01.2018 - 04.2020
Dispatcher
Mobility Transportation Service
10.2015 - 01.2018
Associate of Science - Addiction Studies
Laney College