Precious Randall
West Hartford,CT
Summary
Equipped to manage different types of emergency situations, build alliances and screen for specific services. Excellent multitasking, organizational and conflict resolution skills. Energetic and motivated to assist anyone in crisis.
Overview
6
6
years of professional experience
Work History
Crisis Counselor
UnitedWay CT
06.2024 - Current
- Provided immediate emotional support and intervention to individuals experiencing crises, such as emotional distress, mental health challenges, or traumatic events
- Assessed the severity of situations and implemented appropriate de-escalation techniques to stabilize clients
- Maintained a calm, empathetic demeanor while actively listening and providing reassurance to distressed individuals
- Referred clients to appropriate resources, including mental health services, community organizations, or emergency services, based on their needs
- Adhered to strict confidentiality guidelines and ethical standards to protect client privacy
- Documented client interactions and maintained accurate case notes for follow-up and reporting purposes
- Conducted follow-up outreach to ensure client safety and continued support after initial intervention
Call Center Representative
CT Department Of Social Services
10.2023 - 05.2024
- Provide clients with detailed information regarding federal/state food assistance, economic aid, healthcare coverage, and other vital services
- Resolve customer complaints promptly to ensure satisfaction and improve client relationships
- Handle high call volumes daily using advanced call management and web-based communication systems
- Utilized call center software and Customer Relationship Management (CRM) tools to document interactions and track resolutions
Call coordinator
ADT
04.2021 - 12.2022
- Facilitated seamless connections between callers and appropriate departments to address customer needs effectively
- Delivered knowledgeable and friendly service, resolving customer issues to achieve high satisfaction rates
- Informed customers about billing procedures, processed payments, and assisted with payment plan setups
- Logged call details, customer information, and actions taken to maintain accurate records and facilitate follow-ups
- Updated customer profiles, managed case information, and maintained databases to ensure accurate records of customer interactions
Support Specialist
Cigna
06.2020 - 07.2021
- Provided technical support for customers via phone and email on Windows and Mac OS platforms
- Troubleshoot hardware and software issues to resolve customer inquiries efficiently
- Managed a high call volume, answering 45-50 calls per shift, and ensured customer concerns were addressed effectively
PCA/CNA
Best Choice Home Health Care
01.2019 - 06.2020
- Assisted patients with mobility, including lifting and transferring to and from beds or examination tables
- Prepared and served meals tailored to prescribed dietary requirements
- Supported residents with personal hygiene tasks such as bathing and dressing
- Provided emotional and social support to patients, offering companionship and maintaining their mental well-being
- Documented patient progress, including changes in health or behavior, and communicated updates to supervisors or healthcare providers
Education
Associate Degree -
Gateway Community College
New Haven, CT06-2026
High School Diploma -
Wilbur Cross High School
New Haven, CT06.2016
Skills
- Call Management Systems
- Time Management
- Multitasking
- Verbal Communication
- Written Communication
- High Call Volume Management
- Quality Service
- Problem-Solving
- Conflict Resolution
- Microsoft Office Suite
- Web-Based Communication Platforms
- Cloud-Based Tools
- Data Analysis
- Reporting Tools
Awards
- Customer Service Excellence Award, Received for providing outstanding support and ensuring customer satisfaction.
- Leadership Recognition, Commended by management for mentoring new hires or assisting in training initiatives.
Timeline
Crisis Counselor
UnitedWay CT
06.2024 - Current
Call Center Representative
CT Department Of Social Services
10.2023 - 05.2024
Call coordinator
ADT
04.2021 - 12.2022
Support Specialist
Cigna
06.2020 - 07.2021
PCA/CNA
Best Choice Home Health Care
01.2019 - 06.2020
Associate Degree -
Gateway Community College
High School Diploma -
Wilbur Cross High School