Crisis and Customer Service Specialist
Resume:
Tracey Pinson
Crisis Specialist/Customer Service Specialist
Surprise, AZ 85388
*************@***.***
Professional Summary
Hotline Customer Service Specialist with over 6 years of experience in a call center remote environment. CRM and Salesforce Proficient and medical verification and billing. Skilled in high volume customer service, outbound calling, and insurance verification 30 years customer service and HIPAA compliance.
Authorized to work in the US for any employer
Work Experience
Crisis Counselor/ 988
Empact/La Frontera/ NON PROFIT LOST FUNDING-Tempe, AZ September 2024 to August 2025
• High-Volume Call Handling
• Proficient Microsoft Office
• Customer service
• Motivational Interviewing
• Case Documentation
• Multitasking across multiple platforms.
• Organizational skills
• Detail oriented
• Maintain accurate documentation of all interventions in accordance with HIPAA standards.
• Use active listening
• Professionalism and empathy.
• Insurance verification
• Remote work
• Customer Service / Call Center.
Crisis Specialist/Customer Support 988
Solari-Tempe, AZ
September 2022 to January 2024
• Managed high-volume crisis calls, texts, and chats, coordinating care and resolving critical situations with accuracy and empathy.
• Successfully triaged and screened crisis requests, ensuring the safety and well-being of callers.
• Collaborated with clinical teams, case managers, and community resources to provide comprehensive support.
• Assisted victims of domestic violence with housing and transportation, acting as an advocate during crisis situations.
• Verified health benefits through AHCCCS and Mercy Care, ensuring proper coordination of care.
• Dispatched emergency services including fire, EMS, and police to handle life-threatening situations.
• Medical Billing and insurance verification
Customer Service Specialist
RI International-Peoria, AZ
September 2020 to October 2022
• Verified insurance coverage and notarized legal documents for petitions.
• Managed multi-line phone systems in a fast-paced environment, consistently delivering exceptional customer service.
• Supported administrative tasks including data entry, document review, and office equipment maintenance.
• Collaborated with financial services teams for accurate service and support.
• Hospital billing.
• Experience in hospital operations, compliance and provider relations.
• Insurance Follow-up experience
Checker/Cashier
Top Foods-Auburn, WA
September 2002 to October 2015
• Managed cash register operations, including handling cash transactions, processing returns, and providing excellent customer service
• Supervised a team of 30 cashiers to ensure efficient checkout processes and exceptional customer experiences
• Maintained accurate records of daily sales, returns, and voids to reconcile with end-of-day reports
• Resolved customer complaints or issues regarding refunds or exchanges promptly and professionally
• Assisted in training new hires on proper cash handling procedures, company policies, and customer service standards
• Performed regular audits of cashier drawers to identify discrepancies or errors in cash transactions
• Provided guidance to customers on loyalty programs, promotions, discounts, or special offers available at the store
• Ensured compliance with all financial regulations related to cash handling procedures at the cashier stations
Crisis Specialist
Education
Assoicates of Applied Science (Associate's degree) Pierce College at Puyallup-Puyallup, WA
September 2010 to March 2012
Trade school
Some college
Associate of Applied Science
High school diploma or GED
Skills
• Windows
• Empathy
• Maintaining an organized workspace
• Microsoft Teams
• Conflict management
• Experience with children
• Organizational skills
• Multi-line phone systems
• Microsoft Word
• Mentoring
• Maintaining patient confidentiality
• Workers' compensation law
• Conducting community outreach projects
• EHR systems
• Medical office experience
• Event planning
• Logistics
• Epic
• Behavior management
• Experience with individuals with mental health conditions
• Healthcare infection prevention and control expertise
• Corporate training teaching experience
• Working with people with developmental disabilities
• Electronic health records (EHR) management
• Antivirus software
• Working with geriatric patients
• Child protective services
• Caregiving
• Clean workspace maintenance
• Substance abuse
• Hospitality
• Marketing
• Workforce management
• Customer support
• Client communication
• Staffing management
• Continuous improvement
• Productivity software
• Call center
• Insurance verification
• Technical Proficiency
• Experience with individuals with substance use disorders
• Team management
• Customer service
• Evidence-based interventions in treatment planning
• Customer support ticket management
• Suicide risk assessment
• Computer operation
• Software troubleshooting
• Achieving HIPAA compliance
• Communication skills
• Financial services
• Training & development
• Salesforce Cloud
• Google Workspace
• Microsoft Excel
• Ethernet
• Computer literacy
• Microsoft Outlook
• Mental health support
• Trauma response
• Crisis management
• Trauma-informed care
• Supervising experience
• Business development
• Clerical experience
• Managing patient records
• Technical troubleshooting support
• Working with people with disabilities
• Microsoft Access
• Group therapy
• Cognitive behavioral therapy
• Data collection
• Working with youth
• Attention to detail
• CRM system proficiency
Certifications and Licenses
Level One Fingerprint Clearance Card
December 2020 to December 2026
Fingerprint clearance card
Certified Notary Public
July 2022 to February 2026
AED Certification
Certified Safety Professional
First Aid Certification
CPR Certification
BLS Certification
Driver's License
Contact this candidate