Aubri Davis
Alexandria
Summary
Knowledgeable Crisis Helpline Supervisor with solid background in crisis intervention and support. Successfully managed challenging situations to provide emotional stability and guidance. Demonstrated effective communication and empathy in high-pressure environments. Familiar with handling high volume inbound calls/chats per day. Attentive to specific caller needs, providing catered responses to individual situations. Strengths in documentation, needs assessment and resource coordination.
Overview
6
6
years of professional experience
Work History
Crisis Counselor
Vibrant Emotional Health
04.2024 - Current
- Provided timely assistance to individuals in crisis, utilizing active listening skills and empathy to establish rapport quickly.
- Managed high-stress situations with a calm demeanor, providing the necessary support to both clients and team members during challenging times.
- Conversed with individuals in crisis which called or texted hotline for assistance.
- Evaluated risk to client or others by gathering information and conducting assessments.
- Implemented evidence-based counseling techniques to assist clients in identifying triggers for their crises and developing healthy coping strategies moving forward.
- Developed resources for clients in need, connecting them with community services and programs that best suited their situation.
- Prevented further escalation of crises by effectively deescalating intense situations through skilled verbal interventions.
- Maintained accurate documentation following each client interaction, ensuring continuity of care while upholding ethical standards set forth by regulatory bodies.
- Coordinated with local emergency responders during critical incidents, facilitating seamless collaboration between multiple parties involved in resolving crises efficiently.
- Built safety plans to lower risk of crisis and intervened in specific manners outlined by procedures.
Crisis Helpline Supervisor
LaFASA
06.2022 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- On call for specialists in need of assistance on chats in real time, providing support in resource referral or coaching on appropriate emotional support for visitors on the line.
- Organize a support group for specialists in need of extra support from heavy contacts on the line.
- Participate in quarterly training for new specialists, conduct routine refresher training and mock calls/chats with existing specialists.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Participate in traveling to in person events to engage in community outreach projects for the helpline.
Volunteer Helpline Support Specialist
LaFASA
01.2022 - 06.2022
- Withholding an unpaid position as a support specialist on a chatline ready to respond to survivor's or loved ones of survivors of sexual assault and abuse.
- Using effective communication techniques and taking a trauma informed approach to help decrease the emotional severity of the situation.
- Providing resources from an extensive database specifically structured for certain situations.
Customer Service Representative
Omni Interactions
07.2021 - 05.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Life, Health, and Accidental Insurance Agent
Symmetry Financial Group
01.2020 - 12.2020
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
Education
Master of Science - Psychology
California Southern University
CA05-2025
Bachelor of Arts - Psychology
Louisiana Christian University
Pineville, LA12-2021
Skills
- Crisis Intervention Training
- Psychosocial support
- Documentation skills
- Substance abuse awareness
- Reflective listening
- Suicide prevention
- De-escalation techniques
- Mental health assessment
- Sexual assault advocacy
- Trauma-informed care
Timeline
Crisis Counselor
Vibrant Emotional Health
04.2024 - Current
Crisis Helpline Supervisor
LaFASA
06.2022 - Current
Volunteer Helpline Support Specialist
LaFASA
01.2022 - 06.2022
Customer Service Representative
Omni Interactions
07.2021 - 05.2022
Life, Health, and Accidental Insurance Agent
Symmetry Financial Group
01.2020 - 12.2020
Master of Science - Psychology
California Southern University
Bachelor of Arts - Psychology
Louisiana Christian University
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