Felicity Lyons Email & Phone Number

Remote

Taking crisis calls, chats, and text messages from visitors who need support, referrals, crisis intervention or all 3. Assisting visitors with finding healthy coping skills that work for them and ensuring their safety. Attending staff meetings and completing required trainings to stay up to date on policies and changes. Experience working with Genesys interaction connect as well as Slack. Proficient in Microsoft Office including but not limited to Microsoft Word, Powerpoint, Excel, and Outlook. Completion of mandated reporter training.

Clarksburg, West Virginia, United States

As a substance abuse counselor at this facility, I am required to wear a lot of different hats. I am a counselor first and foremost who uses solution focused approaches and techniques to help my patients as they navigate their mental health as well as their addiction. I am also a case manager who helps my clients when it comes to fine tuning their resumes, finding housing, and helping them get referred for further mental health care or other care that they may need that I cannot provide.

Tacoma, Washington, United States

• Setting appointments for patients and connecting patients with doctors who are on call• Taking calls for STARZ customer service: Helping customers with billing inquiries, account recovery,and account creation• Taking calls for STARZ technical support: Helping customers troubleshoot various issues including but not limited to connecting various devices to the STARZ streaming platform, troubleshooting internet issues that cause disruption in streaming, helping customers recover streaming account credentials, recovering third party streaming accounts.• Attending weekly trainings and coachings to improve accuracy and precision of work output and documentation of each call/email.• Answering emails for STARZ streaming customers, customers seeking to set appointments with doctor's offices, and customers with questions about Pedigree products.• Assisting new agents with questions about training materials• Utilizing Zendesk and Ecreator while taking calls and answering emails for various clients

Ohio, United States

Assisting customers during inbound calls, making sure that any issues they have or outstanding bills they may have are taken care of• o Keeping in contact with superiors to learn new projects, and to improve based on feedback given.• o Helping other employees with technical issues or issues while helping a customer• o Working as a team to provide great service to our clients, and making sure that each customer is assisted and satisfied with their assistance• o Attending meetings over the phone with superiors to discuss sales goals and customer service techniques• o Working virtually from home and attending each day of work on time without fail• o Making outbound calls for various organizations such as PACE to schedule attendees for upcoming events• Setting appointments for individuals to donate blood at various donation centers on behalf of various organizations such as the American Red Cross.

Clarksburg, West Virginia, United States

• Provide light housekeeping for each patient room• Obtain CPR certification to ensure safety of patients • Learning extensive behavioral health terminology • Distribution of meals and snacks to each patient• Obtaining vitals from each patient every night and every morning• Processing the intake of each new patient• Working as a team with nurses, therapists, case workers, and security to ensure the well being and safety of each patient

Bridgeport, West Virginia

Learning the inner workings of cell phone plans, internet plans, and the providers who offer them to supply the best deals to customers ◦ Ensuring the safety of each cell phone that is delivered to the store, following stocking protocols, and reporting any issues with cellular devices to management personnel ◦ Keeping up with the latest technology, providing IT help to customers who are encountering issues with their phone or service plan Familiarizing myself with the needs of customers in store and on the phone, answering all questions asked by customers involving the electronics department of Target as well as service plans offered by various phone companies

Fairmont, West Virginia

Filing status reports in a prompt manner, reporting any damages to dormitory rooms as students move out, and reporting any criminal activity that takes place inside or around each dormitory ◦ Attending mandatory trainings to ensure knowledge of safety protocols, and campus policies ◦ Following the appropriate protocols when criminal activity occurs on campus, and ensuring that the correct chain of command is notified ◦ Providing information to students about the dormitories, campus activities, and campus policies

Clarksburg, West Virginia

Taking inbound calls for NRA donations, making outbound calls to various members ensuring that all questions are answered, and all memberships are renewed promptly ◦ Attending company meetings to improve performance, working with other employees to ensure that sales exponentially increase each week ◦ Providing customer service to each inbound caller, upgrading members who have experienced any major difficulties, and educating inbound callers on the intent of the NRA

Bridgeport, West Virginia

Following Olan Mills photographing policies to provide quality images for each customer, creating photograph packages that fit the needs of each customer ◦ Using interpersonal communication skills to ensure that each transaction is satisfactory, ability to solve customer disputes with ease, Developing a strong product knowledge

Master Of Science - Ms, Substance Abuse/Addiction Counseling, 3.5

Bachelor Of Science - Bs, Criminal Justice, 3.6

Activities and Societies: Cum Laude