Dedicated and professional individual with a proven track record in customer service, crisis intervention, and time management. Skilled in troubleshooting problems and developing successful solutions. Adept at verbal and written communication, with a strong background in fostering positive relationships and consistently surpassing goals.
Hi, I’m
Terra Coonce
Norton,USA
Summary
Overview
10
years of professional experience
Work History
Family Services of Merrimack Valley
988 Crisis Hotline Supervisor
07.2022 - Current
Job overview
- Oversees a team of call takers who responds to callers who are in crisis
- Assists in training new and current staff through mentorship and coaching
- Supports team members who are on high and imminent risk calls to ensure the best outcome
- Provide guidance and support to team while they are on calls
- Works with EMS for imminent risk callers to ensure they get the necessary help
- Help callers on the crisis line by providing individualized and caring support
- Maintain proper documentation
- Developed safety plans with callers to minimize crisis risk
- Provides feedback to team members
- Ensures the wellbeing of team members after difficult calls
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Michelle’s Corner Store
Cashier and Lottery Attendant
10.2018 - 07.2022
Job overview
- Delivered fast and friendly service to all customers
- Enhanced customer satisfaction with fast, knowledgeable service
- Processed POS transactions, including cash and credit purchases, and refunds
- Requested official identification for cigarette, alcohol, and lottery purchases and identified details consistently meeting strict legal standards of underage sales.
- Responded to inquiries by addressing player questions about game operations, machine functions, and payouts.
- Greeted customers entering store and responded promptly to customer needs.
RGIS Inventory Services
Inventory Auditor
10.2021 - 05.2022
Job overview
- Enhanced inventory accuracy by conducting regular cycle counts.
- Completed physical inventory counts each month.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Maintained a clean and well-organized work environment, promoting safety and efficiency among team members.
Stop and Shop Supermarket
Grocery Shopper
08.2015 - 11.2017
Job overview
- Enhanced customer satisfaction by efficiently fulfilling grocery orders and ensuring product quality.
- Prepared and checked outbound shipments for accuracy.
- Stocked shelves to match planogram images and instructions.
- Moved cardboard, plastic ties, and other debris from unboxing to trash.
Education
Southern New Hampshire UniversityManchester, New Hampshire
Bachelor of Arts from Human Services
04.2022
University Overview
- Graduated Magna Cum Laude
- 3.7 GPA
- Capstone Thesis: Lack of Mental Health Services for Special Needs Students in Bristol County Massachusetts
- Several papers done pertaining to special needs children
Skills
- Leadership in team settings
- Cultural competency
- Effective time management
- Crisis intervention
- Awareness of mental health issues
- Documentation and reporting skills
- Analytical problem solving
- Empathetic communication
- Focused listening skills
- Safety evaluation expertise
- Skilled in simultaneous task execution
- Performance monitoring
- Problem-solving skills
- Safety planning
Timeline
988 Crisis Hotline Supervisor
Family Services of Merrimack Valley
07.2022 - Current
Inventory Auditor
RGIS Inventory Services
10.2021 - 05.2022
Cashier and Lottery Attendant
Michelle’s Corner Store
10.2018 - 07.2022
Grocery Shopper
Stop and Shop Supermarket
08.2015 - 11.2017
Southern New Hampshire University
Bachelor of Arts from Human Services
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