Client Intake & Customer Support Specialist
Resume:
Ricky Faulk
Preemption, IL *****
**************************@*****.***
Professional Summary
Dynamic and empathetic professional with extensive experience in customer service, leadership, and crisis intervention. My journey of recovery over the past eight years has strengthened my resilience and deepened my empathy for individuals facing challenges. I possess a strong ability to build trust through active listening and effective communication. Proven track record of problem-solving and delivering exceptional client support in a fast-paced environment. Committed to fostering a culture of openness, support, and teamwork. Seeking the opportunity to leverage my skills and experience in a position that will allow me to positively impact clients and the team.
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Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Client Intake Specialist / Legal Call Center Representative Lawyer.com-Remote
December 2024 to Present
Client Intake Specialist / Legal Call Center Representative Lawyerline / Lawyer.com – Remote
January 2024 – Present
• Serve as the first point of contact for potential clients seeking legal assistance across various areas of law, including personal injury, family law, criminal defense, and more.
• Conduct detailed and empathetic legal intake calls, gathering key information and assessing urgency to ensure accurate and professional case routing.
• Maintain a high volume of calls (30–50+ per shift), balancing speed and accuracy while delivering excellent customer service in a fast-paced, remote environment.
• Utilize proprietary CRM and intake software to document cases, schedule consultations, and forward time-sensitive information to attorneys.
• Adhere to strict confidentiality and compliance standards while navigating sensitive and emotionally charged situations.
• Collaborate with a nationwide team to ensure smooth client-to-attorney handoffs and uphold a high standard of professionalism on behalf of partnering law firms. Brand Ambassador/Sales Representative
Samplers Inc.-Davenport, IA
January 2020 to July 2025
- Conduct product demonstrations and engage customers with information about various products.
- Generate brand awareness through social media and marketing channels.
- Create and distribute promotional materials, tracking brand engagement metrics. Sales & Tech Support-Customer Care Agent Tier*8
Omaha Steaks-Omaha, NE
March 2023 to July 2024
- Provided exceptional inbound sales and customer support in a high-volume call center.
- Processed customer orders and claims while managing sensitive personal and payment information.
- Achieved customer retention goals, maintaining a 100% satisfaction guarantee through exemplary service.
Suicide Prevention Coordinator/At-Risk Prevention
Divine Sparkle-Davenport, IA
October 2016 to December 2023
- Coordinated suicide prevention efforts through hotline management and outreach programs.
- Collected and analyzed data related to drug addiction and mental health crises.
- Developed strong communication skills to provide compassionate support in sensitive situations. Customer Retention Specialist
Telecomp, Inc.-Atlanta, GA
August 2005 to July 2016
- Delivered customer service support in call center and face-to-face settings, focusing on problem-solving and retention strategies.
- Trained and mentored new staff, enhancing team efficiency and customer satisfaction. Server/Trainer
Denny's Restaurant-Dalton, GA
February 2001 to September 2011
- Managed front-of-house operations, ensured customer satisfaction, and trained new employees in service excellence.
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Suicide Prevention Coordinator
Divine Sparkle
Education
Georgia Institute of Technology-Athens, GA
June 2004 to February 2006
Counseling (Associate's Degree)
Bachelor's degree
High school diploma or GED
Skills
• Leadership
• Pivot tables
• Customer Service Excellence
• : Skilled in engaging with customers effectively via phone, in person, or digital platforms
• NetSuite
• Marketing
• Technical sales
• Siebel
• Accounting
• Programmable logic controllers
• : Life experience in recovery, enriching my ability to connect with individuals facing challenges ---
• Conflict Management
• Talent acquisition
• Succession planning
• Zendesk
• Research
• Documentation review
• Group Therapy (4 years)
• Technical support
• Outbound sales (3 years)
• Public Relations
• Training & development
• English (10+ years)
• VPN
• Relationship management
• Addiction Counseling (8 years)
• Cash handling
• Organizational skills
• Social media management
• PHP
• 5G
• APIs
• Editing
• iOS
• Continuous improvement
• Budgeting
• B2B
• Data analytics
• Outside Sales
• Analysis skills
• QuickBooks
• Café
• Technology sales
• Customer support
• Cash register
• Pricing
• Time management
• Wireless sales
• HubSpot
• Help desk
• Copywriting
• : Over 10 years of experience in team management and staff training
• Effective Communication
• Guest services
• Microsoft Excel
• Data entry
• : 10+ years in providing exceptional service across various industries
• : Strong verbal and written skills, adept at building rapport with clients
• Telemarketing
• Presentation Skills
• Social Work
• Empathy and Support
• Marketing automation
• Order entry
• CRM Software
• Microsoft Outlook
• Customer relationship management
• Telecommunication
• Salesforce
• ERP systems
• Communication skills (10+ years)
• Windows
• Supervising experience
• Calendar management
• Restaurant experience
• Retail sales
• Analytics
• Computer science
• Order management system
• LAN
• Grocery store
• Customer segmentation
• Business development
• Project management
• Hospitality
• Financial services
• IT
• Crisis Management
• SaaS
• SDLC
• : Experience in suicide prevention and crisis intervention
• Filing
• Lead generation
• Employment & labor law
• Databases
• E-commerce
• AI
• Account management
• Sales
• Word processing
• Typing
• Phone etiquette
• Product Demos (2 years)
• Warm calling
• Inside Sales
• Proficient in Remote and In-Person Communication
• Recruiting
• Microsoft Office
• Payroll
• Case Management
• ADP
• Supply chain
• Information security
• Negotiation
• Kronos
• Computer skills (8 years)
• Driving
• Microsoft Word
• Microsoft SQL Server
• Mentoring
• Merchandising
• Software troubleshooting
• Google Docs
• Behavioral therapy
• Sales support
• SharePoint
• Process improvement
• Dealership experience
• Mac OS
• Manufacturing
• Application support
• SAP
• Web development
• Spark
• Janitorial experience
• Production planning
Languages
• Bilingual
Certifications and Licenses
ServSafe
Driver's License
Certified Apartment Manager
Food Handler Certification
LPCC
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