Customer Service Call Center
Resume:
Karl Terry
Phoenix, AZ *****
**************@*****.***
Hardworking and dedicated customer service expert with 20 years of experience. Proven track record of providing excellent customer service in various roles, including Call center CSR, billing, sales, scheduling, warehouse and peer recovery support. Skilled in problem-solving, motivational interviewing, and administrative experience.
Possesses certifications in Customer Service, Recovery Support and substance abuse counseling. Work Experience
Sales/Customer Service Representative/artist agent Self Employed - Phoenix, AZ November 2023 to Present
• Provided exceptional customer service by addressing inquiries, resolving complaints, and offering product information
• Upsold additional products or services based on customer needs and preferences, resulting in an increase in sales revenue by 20%
• Managed multiple communication channels including phone calls, emails, and live chat sessions
• Managed multiple projects simultaneously while adhering to strict deadlines
• Received recognition for artistic achievements through awards or publications Medical/ Behavior Health Scheduler/ Customer Service Representative Psychological Pathways - Phoenix, AZ January 2023 to November 2023
● Enhanced team productivity by maintaining clear communication channels and scheduling therapy sessions for trauma/ substance use clients
● Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
● Call center Psychotherapy therapy/ Substance abuse/ Mental health counseling intake
● Created and maintained schedules for a team of 12 employees, ensuring optimal coverage and efficient use of resources
● Monitored schedule adherence and made necessary adjustments to accommodate unexpected absences or changes in workload
● Maintained confidentiality of sensitive information (e.g., personal data, medical records) when handling scheduling-related tasks
Peer and Recovery Support Specialist
Arizona State Prison - Phoenix, AZ
January 2022 to March 2023
● Provide recovery education to service recipients for every phase of the recovery journey from pre-recovery engagement, recovery initiation, recovery stabilization, and sustained recovery maintenance.
● Assist recovering persons to identify their personal interests, goals, strengths and weaknesses regarding recovery. ● Provided one-on-one support to individuals in recovery, offering guidance and encouragement throughout their journey ● Collaborated with treatment teams to develop individualized recovery plans for clients, focusing on goals and strategies for maintaining sobriety
● Implemented relapse prevention strategies through education on coping skills, triggers identification, and development of healthy habits
● Facilitated group therapy sessions, creating a safe and supportive environment for participants to share their experiences and learn from one another
Call Center Customer Service Representative
Verizon/ Airtouch - Tempe, AZ January 1999 to December 2002
• Effectively communicated with customers via phone, email, and chat to provide product information, process orders, and resolve problems
• Provided exceptional customer service by promptly and courteously addressing inquiries, concerns, and complaints
• Managed a high volume of incoming calls while maintaining quality standards for accuracy and efficiency
• Identified opportunities for process improvement based on common customer inquiries or recurring issues Education
Window Rock High School
Ft. Defiance, AZ 08/1983 to 05/1987 Graduated 05/1987 Certification in Peer and Recovery Support Specialist Just 1 Life Services
July, 2024
Certificate in Customer Service
Rio Salado College - Tempe, AZ
May 2002
Various Certification programs (see training copies Skills
● • Empathy ● • Listening
● Advocacy
● • Communication skills
● • Problem solving
● • Recovery planning
● • Management
● • Group Therapy
● • Individual / Group Counseling
● • Addiction Counseling
● • Motivational Interviewing
● • Intake Experience
● • Medical records
● • Behavioral health ● • Customer service
● • Patient observation
● • Patient monitoring
● • Time management
● • Administrative experience
● • Active Listening
● Substance Abuse
● • Computer skills ● • Microsoft Office ● • Call center
● • Phone etiquette
● • Typing
● • Crisis management
● Communication skills
● • Documentation review
● • Resident's rights ● • Patient care
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