QWAMAINE D. HALL
Self Employed Services
San Antonio,TX
Work Preference
Work Type
Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work
Location Preference
RemoteHybrid
Location:
San Antonio, TXJackson, MS
Open to relocation:
Yes
Important To Me
Career advancementWork-life balanceFlexible work hoursHealthcare benefitsWork from home optionPersonal development programsPaid time offCompany Culture
12
Years of experience
1
Certificate
Experience in interacting with customers to provide information in response to inquiries about products and services, and to handle and resolve complaints. Professional Development: Periods between positions reflect intentional career transitions and a focused commitment to continuing my education. I used this time to strengthen my skills, expand my knowledge, and stay current with modern workplace practices, technology, and industry expectations.
Professional support specialist with strong background in mental health advocacy and peer support. Proven ability to build trusting relationships and facilitate impactful group and individual sessions. Known for effective teamwork, adaptability, and commitment to achieving positive outcomes. Skilled in active listening and conflict resolution.
Work History
3 Years 10 Months
01.2023 - Current
3 Years 10 Months
Peer Support Specialist
Self Employed Services | San Diego, CA
01.2023 - Current
- Provided crisis intervention support, ensuring safety and stabilization of clients.
- Facilitated peer support sessions, empowering clients to improve emotional well-being and resilience.
- Developed individualized recovery plans tailored to client needs and goals.
- Guided clients in navigating community resources, increasing access to essential mental health services.
- Educated clients on coping strategies and self-management techniques for mental health challenges.
- Collaborated with multidisciplinary teams to coordinate comprehensive care solutions.
- Mentored new peer support specialists, enhancing their communication skills and engagement strategies.
2 Months
06.2023 - 08.2023
2 Months
Help Desk Support Specialist
State Farm | Richardson, TX
06.2023 - 08.2023
- Resolved customer issues and inquiries as a help desk support specialist.
- Analyzed user problems through test scripts, personal expertise, and probing questions to identify solutions.
- Analyzed and evaluated user problems using test scripts, State Farm - Richardson, TX personal expertise, and probing questions.
- Responded to inquiries by phone, email, and walk-up requests.
- Assisted 75-100 inbound customers daily, addressing specific needs and providing tailored support.
- Implemented strategies to enhance customer satisfaction by proactively resolving concerns and addressing customer needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
3 Months
01.2023 - 04.2023
3 Months
Customer Success Help Desk
Brinks Home
01.2023 - 04.2023
- Jan 2023 - Apr 2023
- Authenticated and verified 50-75 inbound calls from Customer Success Help Desk subscribers Specialist/ Quality Assurance
- Resolve customer problems to avoid escalation Analyst
- Asked probing questions to gather detailed information from customers requesting cancellations. to gather information related to Brinks Home customers who want to cancel
- Provided basic alarm system troubleshooting, including performance testing and low battery checks.
- Conducted troubleshooting for customer equipment to resolve program updates and product defects, enhancing user experience.
- Handled billing disputes by investigating discrepancies and communicating with customers. and small collections
- Provided basic alarm system troubleshooting, including performance testing and low battery checks.
- Negotiated pricing for customer add-on equipment, optimizing value for customers while maintaining company profitability.
10 Months
05.2022 - 03.2023
10 Months
Help Desk Supervisor
Maui, ORXE, World Span, Richardson, TX
05.2022 - 03.2023
- May 2022 - Mar 2023
- Resolved escalated issues for callers transferred from Front-Line Help Desk Supervisor Agents at Cxloyalty - Richardson, TX
- Provided guidance and created regular trainings for those who needed refreshers in certain subject matter related to Travel
- Coordinated with airlines, car rental companies, and hotels to ensure accurate resolution for card members
- Facilitated weekly meetings to discuss team performance and objectives and coaching to help agents meet all metrics provided by the company.
- Utilized daily systems including Maui, ORXE, World Span, and TRAVcom to manage tasks.
- Directed staff of 7 members to ensure smooth operations at the enterprise help desk of 7 members at enterprise help desk
6 Months
10.2021 - 04.2022
6 Months
Front Line Agent
Customer Support Specialist
10.2021 - 04.2022
- Oct 2021 - Apr 2022
- Provide Assistance to all inbox callers in regards travel Front Line Agent points cxLoyalty
- Assisted with new bookings regarding flights, car rentals and hotels
- Handled high volume phone calls from customers seeking assistance.
- Scheduling, Customer Service
9 Months
01.2021 - 10.2021
9 Months
Customer Service Representative
Core-Mark International, Inc. | None Selected
01.2021 - 10.2021
- Jan 2021 - Oct 2021
- Answering and responding to emails in a timely manner Customer Service Representative
- Responding to customer questions and complaints Core-Mark International, Inc
- Walking customers via email through basic troubleshooting or setup processes.
1 Year 4 Months
09.2019 - 01.2021
1 Year 4 Months
DSI/Dispatcher/CSR
AT&T
09.2019 - 01.2021
- Sep 2019 - Jan 2021
- Develop intrapersonal skills with a team of 7-15 agents DSI/Dispatcher/CSR
- Provide 100% knowledge of all products that of the AT&T company
- Answer incoming service calls including customer complaints and concerns, Prepare and coordinate daily work schedules
- Generate and dispatch work orders using dispatch software, Communicate effectively with customers, field and office and sales personnel, as well as other departments for successful coordination and follow-up
- Taking inbound calls and also dispatching
- Looked up existing customer accounts
- Assist and consult with a team of 7-15 agents daily
- Monitored and Manage time and stats to ensure team met metric outlined per the company standards and procedures
- Arrived a minimum of 1 hr prior to shift to ensure preparation for the work day
- Report Daily to Supervisor improvements and success on team's accomplishments thusly providing team satisfy goal of superb customer service.
1 Year 5 Months
04.2018 - 09.2019
1 Year 5 Months
Customer Service Support
Alorica
04.2018 - 09.2019
- Apr 2018 - Sep 2019
- Provide great customer service to all inbound and Customer Service Representative outbound calls Alorica
- Demonstrate knowledge of all information in regards to any literature pertaining to the job title
- Be on time
- Be well groomed
- Speak clearly
- Manage large amounts of outbound calls in a timely manner
- Obtain client information by answering telephone calls, verifying information
- Determine eligibility by comparing client information to requirements
- Transfer calls to appropriate place
- Maintain communication equipment by reporting problems
- Answer any questions fully and thoroughly
- Excellent customer service, even to difficult callers
- Problem-solving skills necessary to keep customers and clients satisfied
- Multitasking skills to continue speaking to a customer while searching for information
- Ability to remain calm in stressful situations
- Desire to learn more that can be applied to the job
- Strong work ethic leading to efficient and complete service.
1 Year 4 Months
11.2016 - 03.2018
1 Year 4 Months
Customer Service Representative
KFC | Jackson, MS
11.2016 - 03.2018
- Nov 2016 - Mar 2018 Greeted customers entering the store and responded Customer Service Representative promptly to customer needs. KFC - Jackson, MS
- Built relationships with customers to encourage repeat business.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated a cash register for cash, check, and credit card transactions with excellent accuracy levels.
4 Months
09.2014 - 01.2015
4 Months
Customer Service Representative
Teleperformance, Inc.
09.2014 - 01.2015
- Sep 2014 - Jan 2015
- Answered inbound call Customer Service Representative
- Accomplishments Teleperformance, Inc
- I was able connect with my other coworkers to create a fun filled environment
- Skills Used
- Knowledgeable of united healthcare information.
Education
Bachelor of Arts - Clinical Psychology
National University | La Jolla, CA | 07-2027
Currently Enrolled
- 3.2 GPA
High School Diploma
Booker T. Washington High School | Tuskegee, AL | 05-2010
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Skills
Peer support ethics
Recovery guidance
Boundary setting
Substance abuse awareness
Rapport building
Self-care management
Problem-solving skills
Relationship building skills
“There are two types of people who will tell you that you cannot make a difference in this world: those who are afraid to try and those who are afraid you will succeed.”
Ray Goforth
Certification
Medical billing, Medical terminology, Adobe Certified, Adobe Certified Expert, Sales Essentials Certificate, MCAS - Microsoft Certified Application Specialist, Certificate of Completion for Service Foundations, Certificate of Completion for Learning Outlook Desktop Microsoft
Affiliations
- International Association of Administrative Professionals
- American Society of Safety Professionals
- Association of Information Technology Professionals
- Sophiscaated Gentlemen,Inc-Beta Chi Charter Member
Timeline
Help Desk Support Specialist
State Farm
06.2023 - 08.2023Read more
Peer Support Specialist
Self Employed Services
01.2023 - CurrentRead more
Customer Success Help Desk
Brinks Home
01.2023 - 04.2023Read more
Help Desk Supervisor
Maui, ORXE, World Span, Richardson, TX
05.2022 - 03.2023Read more
Front Line Agent
Customer Support Specialist
10.2021 - 04.2022Read more
Customer Service Representative
Core-Mark International, Inc.
01.2021 - 10.2021Read more
DSI/Dispatcher/CSR
AT&T
09.2019 - 01.2021Read more
Customer Service Support
Alorica
04.2018 - 09.2019Read more
Customer Service Representative
KFC
11.2016 - 03.2018Read more
Customer Service Representative
Teleperformance, Inc.
09.2014 - 01.2015Read more
National University - Bachelor of Arts, Clinical Psychology
Read more
Booker T. Washington High School - High School Diploma,
Read more
Languages
English
Native or Bilingual