Lyndsey Goad

Lyndsey Goad Highly Motivated Individual Seeking Employment Professional Summary Diligent customer service representative with 15+ years of experience in healthcare and telecommunications, excelling in problem-solving and crisis management. Proven track record in managing high-volume inquiries, resolving complex issues, and enhancing customer satisfaction. Strong leadership skills demonstrated through team collaboration and training initiatives. Committed to fostering positive client relationships and supporting individuals in recovery through empathetic communication and tailored support strategies. Authorized to work in the US for any employer Work Experience Customer Service Representative IBEX Global Solutions Inc.-Remote October 2025 to Present • Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction • Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution • Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information • Built rapport with customers through active listening, empathy, and personalized interactions • Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions • Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online • Maintained detailed records of all customer interactions in CRM system for future reference and analysis • Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends • Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently • Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained • Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure • Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely • Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image Admissions Coordinator Uplift Recovery Center-Remote July 2023 to December 2024 • Reviewed and evaluated applications for admission, ensuring compliance with established criteria and deadlines • Utilized applicant tracking system (ATS) to track candidate progress and maintain accurate records • Developed innovative sourcing strategies to attract passive candidates through social media platforms, networking events, and industry-specific websites • Maintained confidentiality of sensitive information during the recruitment process • Analyzed market trends and competitor data to identify areas for improvement in recruiting strategies • Led diversity recruiting efforts by partnering with community organizations focused on underrepresented groups • Provided one-on-one support and guidance to individuals in recovery, helping them navigate challenges and maintain sobriety • Facilitated group therapy sessions, creating a safe and supportive environment for participants to share their experiences and learn from one another • Collaborated with treatment teams to coordinate care and ensure continuity of services for clients transitioning between different levels of care • Assisted clients in accessing community resources such as housing, employment opportunities, healthcare services, and support groups • Maintained accurate documentation of client progress, including assessments, treatment plans, case notes, and discharge summaries • Supported clients during crisis situations by providing emotional support and connecting them with appropriate emergency services when needed • Established strong relationships with local treatment centers, recovery organizations, and community agencies, to facilitate referrals and enhance collaboration • Conducted regular check-ins with clients via phone calls, text messages, and emails, to provide ongoing encouragement, support, and accountability • Provided crisis intervention and de-escalation techniques during times of emotional distress or substance use cravings • Collaborated with healthcare professionals to ensure a holistic approach to recovery, supporting clients' physical, mental, and emotional well-being • Participated in regular supervision meetings and case conferences to discuss client progress, challenges, and treatment planning • Collaborated with community partners to expand access to resources for individuals in recovery, resulting in improved outcomes • Demonstrated strong interpersonal skills when working with diverse populations from various cultural backgrounds • Provided transportation assistance to clients, ensuring they could attend treatment sessions, support group meetings, and medical appointments • Collaborated with local law enforcement agencies and court systems to advocate for alternatives to incarceration for individuals struggling with addiction • Conducted regular assessments of client progress and adjusted support plans accordingly, to ensure individualized care and maximize outcomes RECOVERY SUPPORT SPECIALIST, NORTHCARE EAGLERIDGE FAMILY TREATMENT CENTER October 2017 to March 2024 Providing support to others that are living in recovery with mental illness and/or substance use disorder whom can benefit from my life experiences. Facilitate many groups such as Women in Recovery, Seeking Safety, Celebrating Families, and Smoking Cessation. Maintain confidentiality of records relating to client's treatment. Guide clients in the development of skills or strategies for dealing with their problems. Maintain client related paperwork such as daily shift progress notes, critical incident reports, and medication logs. Assist in client intakes by searching clients personal belongings, ensuring that all items are within the facility's matrix, complete intake paper work and initial drug testing. Perform random drug tests on residential clients and check clients off of and back on to the unit for all passes. Maintain visitation logs for all scheduled family visitations. STEP ASSOCIATE ROSS DRESS FOR LESS July 2015 to December 2017 Retail sales associate. Worked in the cash office, in the fitting room, as a customer service representative, cashier, helped scan in the trucks with our daily merchandise deliveries, processed all merchandise coming off the truck and got it sales floor ready, performed weekly markdowns on all store merchandise Education General Studies (High school diploma) Oktaha High School-Oktaha, OK August 1988 to May 2000 Upper secondary education Associate's degree Some college Skills • Behavioral therapy • Behavioral health • Escalation handling • Sales • Medical insurance coverage verification • Medication Administration • Google Sheets • Blood sampling • Technical troubleshooting support • Customer returns handling • Experience with individuals with mental health conditions • Health insurance • Spreadsheets • Customer support experience within healthcare industry • Customer support experience within telecommunications industry • Social work • PROBLEM SOLVING • Payment processing • Health insurance knowledge • Case management • Patient observation • Technical Proficiency • Individual / Group Counseling • Experience with children • Intake Experience • Patient registration • English • Typing • Organizational skills • Productivity software • Post-sales client support • Motivational Interviewing • Direct support • Addiction counseling • Medication administration • Mental Health Counseling • Data entry • Dementia care • Confidential information handling • Ethernet • Caregiving • Computer skills • Non-technical user support • Handling customer exchanges • Problem-solving • Accounting systems (technically supported) • Technical support • Windows • ChatGPT • Customer relationship building • School experience • Software support • Customer communication • Microsoft Outlook • Systems & applications support • Microsoft Teams • Computer literacy • Customer support ticket management • Customer support experience within finance industry • Client email correspondence • Laboratory experience • Customer relationship management • Computer hardware • Negotiation • Remote work experience • Customer support experience within retail industry • Insurance prior authorization • Task prioritization • Coaching • Managing customer accounts • WordPress • Generative AI • Leadership • Computer operation • Client interaction via phone calls • Medical insurance appeals management • Medical documentation • Phone etiquette • Care plans • Software troubleshooting • HTML • Medical payment processing • Medical administrative support - Medical administrative support experience (3-5 years) • Appeals • User support • Resident's rights • Remote training • Telehealth experience • Utilization management • Live chat • Working with people with developmental disabilities • iOS • Microsoft Office • Communication skills • CPR • Behavior Management • Handling customer inquiries • Writing skills • Virtual client meetings • MENTAL HEALTH • Customer service • Behavioral Therapy • Android • Active listening • Microsoft Word • Vital signs • Rehabilitation center experience • AI • Hospital experience • CSR • Administrative experience • Crisis Management • Clerical experience • On-call coverage • Home & community care experience • Managing patient records • Google Workspace • Crisis Intervention • Patient assessment • Behavioral Health • Email management • Phone call management • PHP • Anatomy knowledge • Sales management systems proficiency • macOS • Customer issue escalation • Clear verbal communication • Customer support experience within hospitality industry • Microsoft Excel • Intake • Medical scheduling • Clinical confidentiality policies • Crisis intervention • Operating systems • Customer support • HIPAA • Continuous improvement • Working with people with autism • Human resources • Referral coordination • CSS • Phone communication • DocuSign • First aid • VoIP • Cross-functional collaboration • Customer Care • Group Therapy • Sanitation • Medical terminology • Regulatory compliance • Microsoft Access • Patient interaction • Executive administrative support • Experience with individuals from underserved communities • Cash handling • Electronic health records (EHR) management • Handling patient inquiries • EMR systems • Attention to detail • Applied behavior analysis • Microsoft PowerPoint • Mobile devices • SaaS platforms • CRM system proficiency • Maintaining patient confidentiality • Prompt engineering • Addiction Counseling • Working with people with disabilities • Healthcare compliance • Curriculum Development • Medicare • Time management Certifications and Licenses CPR Certification First Aid Certification Driver's License Peer Recovery Support Specialist April 2018 to December 2019 Certified Recovery Specialist Certified Phlebotomy Technician Additional Information SKILLS & ABILITIES • Terrific interpersonal and communication skills • Compassionate and empathetic regarding mental health issues and drug addiction • Excellent listening and oral communication skills • Experience in facilitating groups • Critical thinking and problem solving