Valencia McAfee
San Antonio,TX
Summary
Experienced professional specializing in community and customer support through live facilitation and real-time assistance. Proficient in empathetic communication and multi-channel support, excelling in high-interaction environments. Recognized for maintaining composure under pressure and ensuring accurate documentation while fostering collaboration across teams. Aiming for roles that prioritize engagement, support, and service excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Community Support Specialist - Member Support
Workit Health
09.2025 - 01.2026
- Facilitated 5-6 virtual support groups per day for substance use and alcohol, ensuring inclusive and engaging environments.
- Provided real-time support through chat, Zoom, and phone while addressing member concerns with empathy.
- Managed time-sensitive situations calmly in a fully remote setting, promoting stability during crises.
- Completed accurate documentation to ensure continuity, quality, and compliance standards are met.
- Collaborated with internal teams and participated in meetings to enhance consistent service delivery.
Community Support Specialist (Peer Services)
The Center for Healthcare Services
03.2023 - 09.2025
- Supported a large case load of >100 individuals through one-on-one and group interactions to enhance engagement and skill development.
- Facilitated group discussions by promoting clear communication and audience involvement.
- Coordinated with internal teams to ensure seamless service delivery and positive participant outcomes.
- Maintained accurate electronic records while upholding confidentiality and organizational standards.
Operations Support Specialist
7-eleven (Skipcart)
11.2021 - 03.2023
- Coordinated real-time operations, ensuring seamless execution of time-sensitive services.
- Communicated with stakeholders via chat and phone to resolve issues promptly.
- Monitored live activity on >50 delivery drivers and proactively managed potential disruptions.
- Navigated multiple systems in a dynamic, fast-paced environment.
Customer Support Specialist (Technical)
Spectrum
11.2020 - 11.2021
- Provided technical support through clear communication and step-by-step guidance to customers, averaging 70 calls a day.
- Diagnosed and resolved issues, ensuring a calm and positive customer experience.
- Communicated complex information in an accessible manner for customer understanding.
- Maintained up-to-date knowledge of product updates to deliver accurate support.
Education
Associate of Arts - Psychology
San Antonio College
San Antonio05-2025
Skills
- Community and customer support
- Group facilitation and engagement
- Virtual communication and collaboration
- Issue resolution and de-escalation
- Documentation and administrative support
- Cross-functional teamwork
- Remote work and time management
- High-volume support environments
Certification
Mental Health Peer Specialist, MHPS
Languages
English
Native or Bilingual
Timeline
Community Support Specialist - Member Support
Workit Health
09.2025 - 01.2026
Community Support Specialist (Peer Services)
The Center for Healthcare Services
03.2023 - 09.2025
Operations Support Specialist
7-eleven (Skipcart)
11.2021 - 03.2023
Customer Support Specialist (Technical)
Spectrum
11.2020 - 11.2021
Associate of Arts - Psychology
San Antonio College