Customer Service Case Management

Avis Brooks

Houston, TX • **********@*****.*** • 281-***-****

Professional Summary

Compassionate and resilient case worker with over 20 years of experience supporting individuals facing domestic violence, homelessness, and substance use challenges. Currently pivoting toward customer service and case management roles, leveraging deep expertise in client advocacy, crisis intervention, and motivational interviewing. Known for clear communication, emotional intelligence, and a commitment to professional excellence.

Core Competencies

Crisis Intervention & De-escalation

Case Management & Service Coordination

Motivational Interviewing & CBT

Customer Service & Client Support

Conflict Resolution & Mediation

Clinical Documentation & Compliance

Team Collaboration & Communication

Professional Experience

The Bridge Over Troubled Water – Case Worker

Pasadena, TX 2000–2022

Delivered direct services to clients experiencing domestic violence and homelessness

Led crisis intervention and safety planning for high-risk individuals

Coordinated referrals and resources across housing, legal, and mental health services

Advocate for client needs in multidisciplinary team meetings

Houston Treatment Center – Chemical Dependency Counselor Intern

Houston, TX 2022–2023

Facilitated group and individual counseling sessions using CBT and motivational interviewing

Supported treatment planning and progress documentation

Collaborated with clinical staff to ensure continuity of care

Education

Rice University – Human Services Technology (In Progress)

Houston Community College – Associate of Applied Science in Human Services

Career Objective

Seeking a customer service or case management role where I can apply my advocacy, communication, and problem-solving skills to support diverse client populations and drive positive outcomes.

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