Data Entry Support Specialist

Elizabeth Ward

Winterville, NC · 252-***-**** · *****************@*****.***

PROFESSIONAL SUMMARY

Compassionate, service-oriented call-center professional with 3+ years of crisis-line and peer-support experience and a solid academic foundation in Substance Abuse Counseling and Human Services. Skilled at de-escalating high-stress situations, performing comprehensive needs assessments, and connecting individuals to life-changing resources— all while exceeding call-handling and documentation KPIs. CORE COMPETENCIES

• • Crisis de-escalation & active listening

• • Motivational interviewing & strengths-based support

• • Suicide & self-harm risk assessment

• • Substance use disorder (SUD) expertise

• • HIPAA & 42 CFR Part 2 compliance

• • Call-center platforms: Five9, NICE inContact, Zendesk, Salesforce Service Cloud

• • Accurate documentation & data entry (60 WPM)

• • Team collaboration & shift hand-offs

PROFESSIONAL EXPERIENCE

Peer Support Specialist – Community Recovery Helpline · Remote June 2022 – Present

• • Handle 60–70 inbound mental-health and SUD support calls per shift, achieving 92% first-call resolution.

• • Use reflective listening and motivational interviewing to help callers craft actionable recovery plans; 40% report improved coping strategies on follow-up.

• • Triage high-risk situations, initiate warm transfers to mobile crisis teams, and coordinate emergency services following ASIST protocol.

• • Maintain detailed, confidential notes in Salesforce; recognized for 100% chart accuracy in quarterly audits.

Volunteer Crisis Counselor – Crisis Text Line · Remote March 2020 – May 2022

• • Completed 30-hour training in crisis intervention, cultural competency, and suicide prevention.

• • Managed simultaneous text conversations, de-escalating an average of 25 crises per month with a 4.8/5 texter satisfaction rating.

Customer Service Representative – SkyWave Telecom · Phoenix, AZ January 2018 – February 2020

• • Resolved billing and technical issues across 100+ daily calls, consistently meeting KPIs for AHT and CSAT.

• • Launched a peer-mentoring mini-program that cut new-hire ramp-up time by 20%. EDUCATION & CERTIFICATION

Substance Abuse Counseling / Human Services Certificate – Pitt Community College, 2022 Currently Enrolled: Online Social Work Training Course (expected completion 2025) Certifications: North Carolina Career Readiness Certification (NCRC) Continuing Education & Training

• • ASIST (Applied Suicide Intervention Skills Training), LivingWorks, 2023

• • Mental Health First Aid – National Council for Mental Wellbeing, 2021 TECHNOLOGY

Five9 · NICE inContact · Zendesk · Salesforce Service Cloud · Microsoft 365 · Google Workspace

PROFESSIONAL AFFILIATIONS

• • National Alliance on Mental Illness (NAMI), Member

• • Arizona Peer & Family Coalition, Member

References available upon request

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