Autumn F. Everett
Memphis
Summary
Dedicated customer service and behavioral health professional with a strong background in counseling, case management, and crisis intervention. Expertise in managing high-volume client interactions, resolving complex issues, and ensuring accurate documentation in fast-paced remote settings. Committed to enhancing client retention and delivering exceptional service through effective communication and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Guest Services Associate / Group Therapist
The Hospitality Hub
Memphis, TN
01.2024 - 01.2026
- Facilitated group therapy sessions and provided emotional support while maintaining professionalism and confidentiality.
- Coordinated crisis support, intake, scheduling, and resource navigation for clients in high-volume environments, ensuring timely access to case-related services.
- Demonstrated strong communication, de-escalation, and problem-solving skills while handling sensitive situations.
- Provided remote client support through various communication channels to address inquiries and concerns.
- Supported client retention efforts by building positive relationships and connecting clients with ongoing support resources.
Administrative Support Specialist
Memphis Academy of Science and Engineering
Memphis, TN
01.2022 - 01.2023
- Coordinated scheduling, processed documentation, communicated with students, and streamlined administrative workflows to enhance operational efficiency.
- Organized records and executed accurate data entry to support seamless daily operations.
- Responded to inquiries from staff, students, and families, ensuring professionalism and high customer service standards.
- Achieved productivity goals related to workflow completion and documentation accuracy.
- Remote Administrative Functions
Remote Field Supervisor
State of Tennessee – Department of Vocational Rehabilitation
Memphis, TN
01.2019 - 01.2020
- Achieved productivity KPIs related to workflow efficiency, documentation accuracy, and client service quality.
- Supervised workflow operations, coordinated case management, and provided administrative support for vocational rehabilitation programs to enhance service delivery.
- Supported client retention by facilitating connections to rehabilitation and employment support services, contributing to program engagement.
- Assisted clients with service support and scheduling coordination, addressing case-related inquiries while ensuring confidentiality and client satisfaction.
Remote Homeless Hotline Specialist
MIFA
Memphis, TN
01.2019 - 01.2019
- Demonstrated strong active listening and conflict-resolution skills while assisting high-volume callers in crisis situations.
- Provided housing support resources, crisis intervention, case documentation, and referral coordination services to empower callers in crisis.
- Facilitated client retention and follow-up by delivering accurate resources and service information to ensure ongoing support.
- Maintained accurate client records while handling sensitive and confidential information professionally.
- Delivered remote assistance to customers, ensuring their concerns were addressed promptly.
Remote Vocational Rehabilitation Counselor
State of Tennessee – Department of Vocational Rehabilitation
Memphis, TN
01.2013 - 01.2019
- Facilitated case management, counseling support, employment readiness services, and rehabilitation planning to empower clients in achieving vocational goals.
- Supported client retention through relationship-building, follow-up communication, and individualized support planning.
- Collaborated with internal departments and community agencies to streamline service delivery and resolve client cases effectively.
- Maintained accurate case documentation, service records, and workflow updates within state systems.
Education
Master of Arts - Professional Counseling
Argosy University
Nashville, TN2010
Skills
- Remote Customer Service
- Customer engagement
- Client management
- Complaint handling
- Crisis Intervention
- Behavioral Health Support
- Case Management
- CRM systems
- Microsoft Office Suite
- Email Correspondence
- Problem Solving
- Time Management
- Multitasking
- Patience and composure
Timeline
Guest Services Associate / Group Therapist
The Hospitality Hub
01.2024 - 01.2026
Administrative Support Specialist
Memphis Academy of Science and Engineering
01.2022 - 01.2023
Remote Field Supervisor
State of Tennessee – Department of Vocational Rehabilitation
01.2019 - 01.2020
Remote Homeless Hotline Specialist
MIFA
01.2019 - 01.2019
Remote Vocational Rehabilitation Counselor
State of Tennessee – Department of Vocational Rehabilitation
01.2013 - 01.2019
Master of Arts - Professional Counseling
Argosy University