Customer Service Professional

Katrina Fain

Albuquerque, NM

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

PROFESSIONAL SUMMARY

Compassionate professional with 15+ years of experience in customer service, behavioral support, and direct care. Skilled in providing person-centered support, building trust, and promoting dignity and independence. I am also currently completing an Associate Degree in Sociology.

PROFESSIONAL EXPERIENCE

Direct Support Professional

Telos Community Inclusion Albuquerque, NM

September 2024 – September 2025

Provided daily support to two to six individuals with developmental disabilities, helping them build independence with personal care, household routines, and community participation. Planned and participated in recreational outings that encouraged social interaction and confidence while fostering meaningful community inclusion. Maintained detailed documentation of client progress, behavioral observations, and care needs to support communication with the interdisciplinary team. Trained newly hired staff on agency procedures, compassionate care techniques, and person-centered support while ensuring compliance with HIPAA and safety standards.

Customer Service Advocate (Remote)

Verizon Albuquerque, NM

January 2014 – January 2023

Provided exceptional customer service in a high-volume remote call center, assisting customers through phone, chat, and email. Resolved billing concerns, account issues, technical questions, and completed service requests while consistently maintaining high customer satisfaction. Helped build lasting customer relationships by listening carefully, communicating clearly, and educating customers on products, services, and self-service tools. Thrived in a fast-paced environment that required adaptability, organization, and strong problem-solving skills. Technical Support Representative

T-Mobile Albuquerque, NM

January 2006 – September 2012

Assisted customers with troubleshooting mobile devices, network connectivity, billing, account access, and service-related concerns. I guided customers through device settings, software updates, equipment setup, and technical solutions while explaining each step clearly. I also documented customer interactions, processed account changes, escalated complex issues, and recommended appropriate products or services. My goal was to resolve concerns efficiently while providing an empathetic and positive customer experience. EDUCATION

Central New Mexico University, Associate Degree in Sociology (Expected Spring 2027) STRENGTHS

I bring a combination of compassionate caregiving experience, behavioral health knowledge, and extensive customer service expertise. My strengths include building trusting relationships, supporting individuals with diverse needs, maintaining accurate documentation, communicating effectively with families and interdisciplinary teams, and remaining calm under pressure. I am known for being dependable, adaptable, and committed to helping others achieve their own goals.