Samantha Ford
Rochester,NY
Summary
Expert in crisis handling, alliance building, and creating strategies for reintroducing calm to emotionally-charged situations. Good communication, conflict management and multitasking abilities. Highly motivated and enthusiastic about helping people in need.
Overview
10
10
years of professional experience
Work History
Crisis Community Connector
Goodwill of the Finger Lakes
05.2021 - Current
- Answer all assigned hotlines averaging 25 calls a day and follow contract protocol by supplying appropriate referrals for various community member needs. Provide short term over the phone supportive counseling for those in a mental health crisis
- Provide short term over the phone supportive counseling for those in a mental health crisis by assessing and counseling callers at risk for suicide following established policy, protocol, and procedure
- Complete intake referrals for in person community crisis resources when necessary to address acute behavioral health needs
- Obtain and document all required data and demographics for each call while maintaining strict confidentiality in accordance with HIPAA regulations
- Deliver timely assistance to individuals in crisis, utilizing active listening skills, demonstrating objectivity and empathy to establish rapport quickly
Retail Sales Associate
Avenue Stores
09.2018 - 08.2019
- Demonstrated outstanding customer service and sales skills to provide a positive experience every visit
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Responsible for handling financial transactions and balancing cash drawers for accurate deposits
- Enhanced visual merchandising displays by ensuring that merchandise was always neatly well stocked on the sales floor. Also created or modified displays as necessary to accommodate frequently changing floor plans.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
Customer Service Specialist
Verizon Wireless
09.2014 - 05.2016
- Worked in a high-volume inbound call center; responsible for sales, tier 1 technical support, billing, customer retention, and any other general customer needs
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Established trust with customers through clear communication, patience, and active listening in order to offer solutions best tailored to their needs.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Monroe Community College
Rochester, NYHigh School Diploma -
East High School
Rochester, NY06.2004
Skills
- Building rapport
- Excellent Communication
- Expertise in crisis intervention techniques
- HIPAA
- Mental Health Support
- Documentation And Reporting
- Calm and Professional Under Pressure
- Understanding Customer Needs
Certificates and trainings
- ASIST (Applied Suicide Intervention Skills Training), January 2022
- 988/Vibrant: Fundamentals/Skills in Crisis Counseling and Suicide Prevention, October 2022
- NYS Mandated Reporter Certification, January 2023
Timeline
Crisis Community Connector
Goodwill of the Finger Lakes
05.2021 - Current
Retail Sales Associate
Avenue Stores
09.2018 - 08.2019
Customer Service Specialist
Verizon Wireless
09.2014 - 05.2016
Monroe Community College
High School Diploma -
East High School