Service Representative Customer
Resume:
NIA WATTERSON
**** ****** ********* **. **************, VA 22405 C: 540-***-**** ************@*****.***
Professional Summary
A highly skilled, compassionate, empathetic, and solutions-oriented professional dedicated to providing exceptional care in various fields. I am committed to providing the highest level of care to my clientele. My strengths are being an effective motivator, communicator, and advocate with innate ability to manage all types of personalities. I can also diffuse stressful situations, proactively resolve issues, and achieve challenging goals and objectives. I have been told by previous employer’s that I maintain excellent communication skills, problem resolution abilities, while remembering to always display confidentiality.
Skills
Strong organizational skills
Effective problem-solving skills
Microsoft Office Suite
Learns new applications with ease
Managing high case load
Call Center Experience
Confidential services
Client Advocacy
Relationship Building
Case Investigation
Crisis Response Strategies
Appointment scheduling
Customer Service
Education
BACHELOR OF SOCIAL WORK - 5/2016
Virginia State University - Petersburg, VA
Work History
Adult Case Manager, 01/2021-Present
Brain Injury Services- Woodbridge, VA
Obtain information and make referrals for appropriate services
Do a comprehensive intake evaluation including the completion of all documentation as designated in the Policy and Procedure Manual and obtain all necessary records from outside sources to assure a thorough evaluation
Clearly articulate the client’s needs and appropriateness for services to the Intake and Review Board.
Establish a solid therapeutic relationship with clients and their families.
Communicate effectively with clients, their families, other support systems, and professionals
Obtains appropriate releases and understand the laws regarding confidentiality and upholds these laws.
Completes all paperwork as described in the Policy and Procedure Manual and always maintains charts in an orderly fashion.
Supports clients in developing their own goals and plans based on the needs assessment.
Customer Service Representative, 07/2020-12/2020
Comcast-Richmond, VA
Responsible for all customer inquiries and provide excellent customer service.
Ability to use Windows operating systems and navigate between various windows.
Attention to detail, logical problem-solving skills and the ability to multi-task.
Familiarity with Microsoft Windows, Word, and Excel applications.
Detailed oriented notes to files and display excellent time management skills.
Exercise retention efforts when appropriate.
Identify customers who are comparison-shopping and inquiring about contract terms - assisting the customer with the correct price plan.
Shift Manager, 02/2020-07/2020
Dollar Tree- Fredericksburg, VA
Greets and assists customers in a positive, approachable manner.
Answers questions and resolves customer inquiries and concerns.
Maintains a presence in the store by providing excellent customer service.
Ensures a clean, well-stocked store for customers
Supervise, train, and develop Store Associates on Dollar Tree operating practices and procedures.
Customer Service Representative, 09/2018-05/2019
Thriveworks– Fredericksburg, VA
Ability to process and close prospective client calls.
Schedule client appointments with appropriate offices.
Answer all client questions and concerns effectively and route to appropriate office.
Communicate with a diverse population of clientele orally and written.
Provide detail-oriented notes to files and display excellent time management skills.
Multitask by accessing information from a computer using various systems while talking with prospective clients on the phone.
Working knowledge and experience using business software (word processing, spreadsheets, etc.) and email.
Client call load of 30-50 calls per day.
Case Manager, 04/2018–09/2018
Succor Behavioral Services – Richmond, VA
Assist staff in defining and measuring behavior; understanding principles of reinforcement; teaching new behavior; implementing strategies for weakening behaviors.
Facilitate team meetings with the identified student’s teachers and parents for the purpose of completing a Functional ISP for the child.
Work with individual teachers, groups of teachers to obtain information needed to complete quarterly reports.
Submitting daily progress notes on the interaction, and outcomes of the client.
Promote highly specialized positive behavior interventions in which “at risk” students thrive behavior instruction that is explicit, intensive, accelerated and provides ample practice.
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