Sophie Tan

Bachelor's

Psychology

Political Science

In-Touch Community Services

Crisis Line Responder

As a Crisis Line Responder, I provide critical intervention and support to individuals in distress, ensuring their safety and well-being through compassionate communication and effective problem-solving. My role involves working closely with internal teams to continuously enhance our crisis intervention protocols and customer support strategies, aligning with organizational goals to improve overall client satisfaction. • Crisis Intervention & Support: Leveraged active listening and problem-solving skills to reduce callers' distress by an average of 50% within a single phone call. Ensured safety and provided immediate support to individuals facing severe emotional distress or imminent danger. • Collaboration & Coordination: Partnered with internal teams to improve crisis intervention protocols and support strategies. Coordinated referrals and executed escalation protocols for at-risk callers, ensuring seamless follow-up and enhanced customer support processes. • Training & Development: Applied solution-focused talk, effective questioning skills, and positive psychology principles from extensive training to optimize caller interactions and retention. • Customer Success Focus: Demonstrated strong customer support skills and a commitment to customer success by consistently improving caller safety and satisfaction. Worked towards aligning our services with business goals to enhance the overall customer experience.