Customer Service Representative

WILLIAM JOSEPH CARPENTER

[602-***-****] [**********@*****.***] [Avondale, AZ 85329]

Customer Service & Peer Support Professional

Objective

Dedicated and detail-oriented Customer Service Representative with a strong track record of maintaining 100% QA scores. Experienced in handling sensitive customer inquiries with professionalism and confidentiality. Proven skills in time management, problem solving, and communication. Seeking a position where I can contribute my experience and interpersonal skills in a dynamic customer service environment.

Professional Experience

Peckham Inc. – Customer Service Representative

2024 – Present

Deliver accurate, courteous responses to telephone inquiries using scripted responses for general and claim-specific information.

Maintain up-to-date knowledge of CMS regulations and passport-related government procedures.

Assist customers in applying for passports and navigating government regulations.

Uphold privacy and confidentiality standards as per the Privacy Act.

Document all customer interactions and ensure proper issue resolution.

Maintain a perfect 100% QA score by following all protocols and procedures.

Actively contributes to process improvement initiatives.

The Warm Line – Peer Support Specialist

2022 – 2024

Provided empathetic support based on personal experience with mental health and/or substance use recovery.

Assisted callers with identifying and managing crises, offering coping tools and connecting them to resources.

Fostered a supportive, non-judgmental environment to promote mental wellness and stability.

Survivor’s United – Recovery Support Specialist

Phoenix, AZ 2007 – 2008

Facilitated peer-led support groups and conducted outreach to clients.

Provided transportation and coordinated care with case managers.

Maintained electronic medical records and supported grant application efforts.

Education

Ingram Tom Moore High School – High School Diploma

1990

Certifications

Certified Peer Support Specialist

References

Available upon request.

Contact this candidate