Remote Customer Support Specialist with 16+ Years Experience

England Rene' Mathis

Customer Support Assistant Client Care Specialist

317-***-**** ***********@*****.***

Professional Summary

Client-centered professional with 16+ years of experience delivering high-quality support, problem resolution, and service coordination. Skilled in multi-channel communication, documentation accuracy, and guiding customers through complex processes with empathy and clarity. Excels in fast-paced environments, remote settings, and high-volume caseloads.

Core Skills

• Customer Support • Problem Solving • Multi-Channel Communication (Phone/Email/Chat)

• Conflict Resolution • Documentation & Data Entry • CRM/EMR Systems

• Microsoft Office • Google Suite • De-escalation • Remote Work Tools (Zoom)

Professional Experience

Options Counselor

CICOA Aging & In-Home Solutions Remote/ Indiana 2025

• Conducted client intake, explained program eligibility, and resolved service questions.

• Provided resource referrals and follow-up support.

• Maintained accurate documentation and guided clients through complex decisions.

Licensed Clinical Social Worker Associate

Devine Echo Counseling Remote/NC 2023–2024

• Delivered virtual client support via phone and video; explained processes clearly and empathetically.

• Documented all interactions and developed individualized plans.

• Achieved 100% client goal completion and discharge success.

Licensed Clinical Social Worker Associate

Mind Path Health Remote/ NC 2021–2023

• Managed large caseloads while providing timely responses to client needs.

• Utilized de-escalation and problem-solving to address concerns.

• Improved client satisfaction through consistent follow-up and clear communication.

Resident Assistant

Dove Recovery House IN 2018–2021

• Provided daily support, answered questions, and documented resident activity.

• Facilitated groups and responded to crises calmly.

• Increased engagement and reduced program incidents.

Life Skills Coach

Aspire Indiana IN 2014–2018

• Assisted clients with forms, resources, and service navigation.

• Provided ongoing communication and progress tracking.

• Helped 30+ clients secure stable housing.

Support Specialist

Midtown Community Mental Health IN 2009–2014

• Delivered high-volume client support with 100% on-time documentation.

• Improved client independence and compliance by 80%.

• Coordinated services and resolved client inquiries.

Education & Licensure

• MSW, Master of Social Work — Indiana Wesleyan University

• BS, Business Management — Indiana Wesleyan University

• Licensed Clinical Social Worker Associate — North Carolina

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