Open to opportunities

Lakeia Woolard

@lakeiawoolard

Message

Experienced customer service representative specializing in crisis support and empathetic communication.

United States

Message

What I'm looking for

I’m seeking a client-facing role at a mission-driven mental health or crisis-support organization where I can use empathetic communication, crisis intervention, and live chat/phone counseling to support callers and grow professionally.

I am a compassionate, detail-oriented customer service professional with extensive experience in high-volume environments and crisis counseling. I have provided phone and chat-based emotional support, used non-judgmental listening to assess risk, and connected callers to emergency and mental health resources.

I bring proven proficiency with ticketing systems (Zendesk), Salesforce, Excel, and live-chat workflows, and I have consistently maintained confidentiality and organizational protocols while handling high call volumes and complex customer needs. I am seeking to contribute my crisis-intervention skills and empathetic communication to mission-driven mental health or support organizations.

Experience

Work history, roles, and key accomplishments

Text and Chat Counselor

The Trevor Project

Mar 2024 - Jul 2025 (1 year 4 months)

Provided empathetic crisis support via phone and chat, assessed risk, and connected individuals to emergency services and mental health resources while maintaining confidentiality and protocol compliance.

Crisis Intervention Active Listening Risk Assessment Confidentiality

Customer Service Chat Representative

Blackboard

Sep 2021 - Nov 2023 (2 years 2 months)

Resolved student inquiries via live chat, phone, and email, documented interactions in the ticketing system, and processed R2T4s while managing multiple concurrent conversations to ensure accurate records and timely support.

Live Chat Support Zendesk Ticketing Systems Multitasking Documentation Escalation Management

Customer Service Representative

ContactUS Communications

Sep 2018 - Mar 2020 (1 year 6 months)

Handled 50–70 inbound calls daily and live chats to resolve orders, website issues, returns, exchanges, and refunds while escalating major issues and maintaining customer satisfaction.

Live Chat Salesforce Order Processing Escalation Management Customer Retention Billing Support

Clerical Office Assistant

RM Construction

Sep 2017 - Sep 2018 (1 year)

Delivered clerical support including data entry, filing, payroll submission, supply management, and visitor coordination to maintain smooth office operations and accurate records.

Data Entry Office Administration Visitor Reception Scheduling Inventory Management Event Coordination

Level 1 Technician

ACS Xerox

Feb 2014 - Jun 2017 (3 years 4 months)

Provided Level 1 technical support, performed hardware diagnostics and repairs, refurbished PC systems and peripherals, and guided end-users through troubleshooting to restore functionality.

Technical Support Technical Diagnostics Troubleshooting Customer Support

Education

Degrees, certifications, and relevant coursework

Wake Technical Community College

Associate in Business, Business

2011 - 2014

Completed an Associate in Business program at Wake Technical Community College from August 2011 to January 2014, focusing on foundational business and clerical skills.