Customer-Service Specialist with Compassionate Support

Katrina Fain

Albuquerque, NM *****

505-***-**** - *******.*.****@*****.***

Professional Summary

Experienced support professional prepared for this role, bringing strong focus on teamwork and achieving results. Skilled in providing personalized care, communication, and problem-solving. Known for flexibility and reliability, adapting to changing needs seamlessly. Proven ability to foster positive, supportive environment. Skills

• Customer service • Active listening

• Critical thinking • Data entry

• Call center experience • Computer proficiency

• Complaint handling • Professional telephone demeanor Work History

09/2024 to 09/2025 Direct Support Professional

Telos Community Inclusion – Albuquerque, NM

Supported individuals with daily living skills, enhancing independence and quality of life.

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Facilitated social activities that encouraged community integration and engagement among clients.

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Trained new staff on best practices for providing compassionate support and implementing care protocols.

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Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.

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Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.

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01/2014 to 01/2023 Customer Service Advocate

Verizon – Albuquerque, NM

I helped reduce large call volume which led to lower wait times for customers and less strain on the team.

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I helped increase customer satisfaction by identifying and resolving the root cause of various issues.

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I de-escalated upset callers by using soft skills, building connections with them and showing true concern for them as a person.

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I completed training programs for professional development and growth to ensure I continued to challenge myself and keep up with company changes.

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• I worked independently from my home office with no direct supervision. 01/2006 to 09/2012 Technical Support Representative T-Mobile – Albuquerque, NM

I helped build customer loyalty by showing empathy, identifying their needs and resolving them in a timely manner.

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I displayed my expertise by confidently guiding customers through processes to resolve technical issues.

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I contributed to company success by mentoring new hires and helping them build a solid foundation.

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I participated in focus groups which contributed to higher employee satisfaction and morale.

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Education

Expected in 12/2026 Sociology

Central New Mexico University - Albuquerque, NM

Interior Design

Harrington College of Design - Chicago, IL

Business

Strayer University - Albuquerque, NM

01/1998 High School Diploma

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