Intake & Crisis Support Specialist Expert

VICTORIA MABRY

Durant, MS 662-***-**** ****************@*****.***

Fully Remote Confidential Workspace High-Speed Internet (Ethernet Ready) PROFESSIONAL SUMMARY

Empathetic and detail-oriented Intake and Support Specialist with 7+ years of experience assisting individuals in high-stress, emotionally sensitive situations across federal programs and high-volume remote environments. Demonstrated ability to conduct accurate intake, collect and document sensitive data, navigate multiple systems simultaneously, and communicate calmly and respectfully through phone, chat, and text-based platforms. Highly reliable, adaptable, and committed to team-based, mission-driven work aligned with suicide prevention and crisis support services.

CORE SKILLS

Empathy & Active Listening • Crisis Awareness & De-escalation • Chat/Text Communication • Intake, Triage & Data Collection • Risk Awareness • Multi-System Navigation • Confidentiality & Compliance • Time Management • Reliability • Team Collaboration

RELEVANT EXPERIENCE

Registration Intake Specialist – Senture / FEMA (Remote) Dec 2024 – Oct 2025

• Assisted disaster survivors experiencing crisis, loss, and emotional distress. • Conducted intake interviews, verified identities, and collected sensitive data accurately. • Navigated multiple federal systems while maintaining confidentiality and compliance.

Tier 1 Customer Service Representative – Senture / Humana (Remote) Nov 2025 – Dec 2025

• Delivered high-volume support for sensitive healthcare-related concerns. • Verified eligibility, updated records, and documented interactions with accuracy. • Maintained schedule adherence and strong performance metrics. Customer Service Representative – Navient (Remote) Oct 2023 – Feb 2024

• Supported customers with federal loan accounts requiring careful assessment. • Verified identity, documented cases, and managed emotionally charged conversations.

Customer Service Representative – Amazon (Remote) Jul 2022 – Dec 2022

• Provided chat, email, and phone-based support in a fast-paced environment. • Applied de-escalation techniques and multitasked across systems.

Customer Service / Packer – Levi Strauss & Co. Aug 2018 – Dec 2021

• Supported customers and internal teams with order and inventory processing. • Maintained accuracy, efficiency, and teamwork in a deadline-driven environment.

EDUCATION

High School Diploma – Williams Sullivan High School (2008) TECHNICAL SKILLS

Typing 35+ WPM • CRM Systems • Microsoft Office • Google Workspace • Zoom • Microsoft Teams • Slack

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