Compassionate Customer Support Specialist with Crisis Experience

Kristen Choboy

Niagara Falls, NY ***** +1-716-***-**** ********@*****.***

Professional Summary

Experienced customer service professional with over 6 years in diverse roles, including direct support, data entry, and crisis intervention. Skilled in account management, documentation, and customer issue escalation, with personal and professional experience supporting individuals with mental health and substance use disorders. Committed to delivering compassionate, detail-oriented service in community, administrative, and client support settings. Work Experience

Customer Service Representative

TTEC-Remote Niagara Falls, NY

February 2024 to June 2024

* Assisted NYS EZ-Pass customers with account servicing, Toll by Mail questions, and new account setup

* Managed high volume of inbound calls while maintaining professionalism and empathy

* Resolved customer issues efficiently, escalating complex cases as needed

* Demonstrated strong attention to detail when updating customer information in CRM systems

* Provided clear and accurate information to customers regarding toll processes and account management

* Utilized problem-solving skills to address unique customer concerns

* Maintained confidentiality and adhered to company policies during all interactions Resident Aide

Community Missions Inc Niagara Falls, NY

July 2021 to October 2021

* Processed incoming families and residents, ensuring accurate intake documentation

* Monitored residents and enforced property rules to maintain a safe environment

* Conducted regular rounds inside and outside the building to verify resident presence

* Dispensed medication to residents at scheduled intervals as needed

* Documented incidents and important notes for shift transitions

* Drew on personal experience with mental health and addiction issues to provide empathetic support Support Staff - temp

Durham Staffing Buffalo, NY

March 2021 to June 2021

* Registered patients at the Covid-19 vaccination clinic at UB South campus

* Ensured accurate data entry and maintained confidentiality of patient information

* Provided support and direction to patients during the registration process Service Writer/Advisor

Dee Jay Services Niagara Falls, NY

October 2019 to March 2021

* Advised customers on needed repairs and scheduled appointments

* Ordered necessary parts for repairs, ensuring timely service

* Maintained accurate records of customer interactions and service details Automotive Billing Clerk

E-Z Loan Auto Sales Buffalo, NY

April 2019 to September 2019

* Billed paperwork for sold vehicles and processed DMV forms

* Completed title paperwork with attention to detail

* Maintained organized records for all transactions Front Desk Clerk

Laquita Inn and Suites Niagara Falls, NY

June 2018 to March 2019

* Checked guests in and made reservations efficiently

* Addressed guest issues and questions with professionalism

* Managed multi-line phone systems and handled cash transactions Finance Assistant

Bev Smith Kia Fort Pierce, FL

February 2017 to February 2018

* Packaged bank deals for funding and ensured all stipulations were met

* Completed DMV work in T21 and maintained accurate records

* Communicated with banks to resolve funding issues Special Finance Assistant

Infiniti Stuart Stuart, FL

November 2016 to February 2017

* Received internet leads and contacted potential customers to verify information

* Set appointments and assisted in selling used vehicles

* Maintained detailed records of customer interactions Security Officer

Seneca Niagara Casino Niagara Falls, NY

November 2012 to May 2013

* Maintained safety and security throughout the casino property

* Monitored premises and responded to incidents as needed Sexual Assault/Domestic Violence Advocate Volunteer Crisis Services Buffalo, NY

February 2011 to February 2012

* Provided crisis counseling and support to survivors of domestic violence and sexual assault

* Prepared, completed, and filed paperwork for case managers

* Made follow-up phone calls to clients to ensure safety before case manager contact

* Provided immediate assistance to clients as needed Education

Criminal Justice (Some college)

Bryant & Stratton College-Buffalo Buffalo, NY

September 2010 to December 2011

High school diploma or GED

Lewiston Porter Youngstown, NY

September 1994 to June 1998

Skills

Customer complaint resolution Documentation review Phone customer support Call center Data entry Customer service AS400 Retail sales Microsoft Office Filing CRM system proficiency Writing skills Clerical experience Customer issue escalation Customer support

- Customer support experience (3-5 years) Cash handling Appointment scheduling Call center agent experience Complaint handling Security Sales Data collection First aid Customer relationship management Customer support experience within finance industry Security (Less than 1 year) Microsoft Outlook Communication skills Critical thinking Individual consumer customer service Computer literacy Cleaning Intake (1 year) Crisis intervention Quality data entry Phone etiquette Cashiering HIPAA Supervising experience Front desk Computer skills Residential cleaning CRM software Conflict management Organizational skills English Reynolds and Reynolds Title processing Proofreading Typing Medication administration Behavioral health Public health Editing In-person customer service Word processing Providing product information Customer inquiry handling Phone call management Adobe Acrobat Experience with individuals with mental health conditions Attention to detail First Aid Certification Stress management Computer operation Managing customer accounts Multi-line phone systems Microsoft Word TriVin Analysis skills Research Windows Flexibility Conflict Management Account management Google Docs Time management Phone answering VPN Customer support experience within retail industry Microsoft Teams Problem-solving Crisis Management Experience with individuals with substance use disorders

Languages

English - Fluent

Certifications and Licenses

40 hour domestic violence advocate certification

February 2010 to Present

Additional Information

Authorized to work in the US for any employer

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