Highly Skilled Customer Service Professional

Phoenix Gray

Houston, TX 713-***-**** *************@*****.***

Professional Summary

Customer-focused professional with 5+ years of experience in call center and client-facing roles. Proven ability to handle high-volume calls, resolve complex customer concerns, and provide accurate information in fast-paced environments. Skilled in de-escalation, data entry, and maintaining confidentiality. Committed to delivering efficient, empathetic, and solutions-driven customer support.

Core Skills

Customer Service • Call Center Operations • Data Entry & Accuracy Problem Solving • Conflict Resolution • De-escalation Active Listening • Phone Etiquette • Multitasking

Microsoft Office • Time Management • Documentation Professional Experience

Security Monitor

The GEO Group, Inc. — Houston, TX

Sep 2025 – Feb 2026

● Responded to resident and staff concerns with professionalism and clear communication

● Maintained accurate incident reports and logs for operational tracking

● Communicated critical updates between shifts to ensure continuity

● Managed high-pressure situations requiring quick decision-making Home Health Care Aide

Star Home Health — Houston, TX

Nov 2023 – Nov 2024

● Communicated with clients and families to coordinate care and schedules

● Maintained detailed documentation of services, medications, and updates

● Managed multiple responsibilities while delivering quality service

● Built strong relationships through patience and attentiveness Customer Service Representative (Call Center – Healthcare Support) Alorica — Humble, TX

Oct 2021 – Sep 2023

● Handled high-volume inbound calls assisting Medicaid and Medicare members

● Verified customer information and processed requests with high accuracy

● Resolved complex issues with a 90%+ success rate

● De-escalated upset customers while maintaining professionalism

● Provided clear information regarding benefits and services

● Documented all interactions in compliance with company standards Behavior Technician

Trumpet Behavioral Health — Pearland, TX

Mar 2021 – Aug 2021

● Maintained accurate documentation of client progress and sessions

● Communicated effectively with team members and supervisors

● Applied de-escalation techniques to manage challenging behaviors Youth Counselor

Caring Heart Residential Services — Richmond, TX

Mar 2020 – Oct 2020

● Supervised residents and maintained structured daily routines

● Documented incidents and communicated updates to staff

● Resolved conflicts and supported a safe environment Education

Bachelor of Arts in Social Work

Prairie View A&M University

Associate Degree in Medical Assisting

Fortis College – Houston

Certifications

BLS • CPR • First Aid • Driver’s License

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