Customer Service Project Coordinator
Resume:
Chris Cotten
CUSTOMER SERVICE, RETENTION ADVISOR
Kansas City, MO 64116
***********.*****@*****.***
Field 20 to 30 calls a day to retain customers by reducing their bill through means of: changing their price plan, removing extra services, helping them pay off phones or, as a last resort, providing an adjustment to reduce their total amount due. In certain cases, transferred the call to other departments: technical support, migration, telesales, porting center or order support. When the means to resolve the customer's concern was outside customer service's capabilities, an escalation was submitted to a committee who could make a decision to help resolve the concern. Authorized to work in the US for any employer
Work Experience
PROJECT COORDINATOR
ABOVE & BEYOND CONSTRUCTION - Independence, MO
July 2017 to Present
While studying for the NCE, been employed by a relative as Project Coordinator keeping crews on task to complete contracted jobs as scheduled.
CUSTOMER SERVICE ADVOCATE
ALLIANCE DATA SYSTEMS
February 2015 to June 2017
Adeptly fielded nearly ninety phone calls daily assisting credit card account holders of national retailers with their concerns on purchases, merchandise returns, discounts, reward coupons and placing orders directly while attending night classes at the seminary and, later, devoting evenings to internship training.
INTERN
CITY UNION MISSION FAMILY LIFE CENTER
November 2016 to April 2017
Provided weekly treatment with younger couples coming to terms with homelessness, trust issues and improving life skills using Cognitive Behavior Therapy, Reality Therapy and Gottman method couples therapy. Met with Family Center Director weekly to review case progress. Provided pivotal, dynamic guidance to couples who made life changing decisions promoting positive conflict resolution along with renewing their commitment to each other. Taught a weekly class focusing on faith based principles to fortify trust and demonstrate ways to strengthen marriage for life. INTERN
SALVATION ARMY REHABILITATION CENTER
March 2016 to October 2016
Provided bi-weekly treatment with men dealing with significant co-morbidities of substance use disorders, depression and suicidal tendencies using Cognitive Behavior Therapy, Dialectic Behavior Therapy and Solution Focused Therapy. Met with Center Director weekly to discuss case problems. Conducted two group sessions weekly with clients seeking earnestly to graduate the Center's Life program.
Education
Master of Arts in Counseling
Midwestern Baptist Theological Seminary - Kansas City, MO August 2014 to May 2017
B.S. in Business in Business
Northwest Missouri State University - Northwest, Missouri, US December 1986
Skills
• Excel
• Individual / Group Counseling
• Addiction Counseling
Military Service
Branch: U.S. Navy
Service Country: United States
Rank: E5
February 1996 to December 2008
Served 10 years as a missile techncian (Fire Controlman) and 2 years as a recruiter. Certifications and Licenses
Licensed Professional Counselor (LPC)
June 2018 to June 2020
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