Samantha Farrow
Hazard,KY
Overview
11
11
years of professional experience
Work History
Adult Peer Support Specialist
Beacons of Hope– Women’s Residential Treatment Facility
Hazard, KY
05.2023 - 05.2026
- Provided peer-based support to women in residential substance use treatment, using lived experience to build trust and promote recovery
- Facilitated psychoeducational and process groups focused on relapse prevention, coping skills, relationships, and recovery planning
- Assisted clients in developing individualized recovery goals and strengthening motivation for long-term change
- Modeled healthy coping strategies and supported clients in managing triggers, cravings, and emotional regulation
- Maintained accurate and timely documentation of client interactions, progress, and participation in accordance with program requirements
- Collaborated with clinical staff and treatment team to support continuity of care and client progress
- De-escalated emotionally intense situations and provided support during periods of crisis or distress
- Encouraged development of life skills, accountability, and healthy support systems to promote independent recovery
Call Center Support
Sykes Enterprises
Hazard, KY
06.2020 - 08.2021
- Managed high-volume inbound calls supporting telecommunications and healthcare-related client accounts
- Assisted customers with billing inquiries, service issues, and account access while maintaining accuracy and efficiency
- Provided step-by-step guidance to resolve technical and service concerns, improving customer understanding and satisfaction
- Documented all interactions in company systems while maintaining confidentiality and compliance standards
- De-escalated frustrated callers using strong communication and problem-solving skills
- Coordinated escalations and service requests with internal departments to ensure timely resolution
- Adapted to rapid operational changes, including transition to remote work and evolving client needs during COVID-19
- Consistently met performance metrics related to call quality, resolution time, and customer experience
Sales Representative / Customer Service Specialist
Frontier Communications
Hazard, KY
01.2017 - 11.2019
- Promoted and sold bundled telecommunications services, including internet, cable/TV, and home phone to residential customers
- Educated customers on service options such as DSL and fiber optic internet, helping match plans to individual household needs
- Assisted customers with account setup, billing questions, and service changes in a fast-paced environment
- Troubleshot common service and connectivity issues, providing clear guidance and coordinating with technical teams when needed
- Built rapport with customers to improve satisfaction, retention, and overall service experience
- Handled high call volumes while maintaining professionalism, accuracy, and strong communication skills
- Adapted to changing service offerings and technology updates, including transitions toward fiber-optic services
Customer Service Representative / Technical Support Specialist
General Dynamics
London, KY
02.2015 - 09.2016
- Provided high-volume inbound call support for federal health programs, including Affordable Care Act marketplace services
- Assisted individuals with health insurance enrollment, account access issues, and benefit navigation
- Delivered clear, step-by-step guidance to diverse populations, including individuals with limited technical literacy
- Troubleshot system and website issues related to government healthcare platforms
- Maintained accurate documentation of client interactions in compliance with federal guidelines and privacy standards
- De-escalated frustrated or confused callers while maintaining professionalism and empathy in fast-paced environment
- Met and exceeded performance metrics including call resolution time, quality assurance standards, and customer satisfaction scores
- Adapted to frequent policy and system updates during active federal program rollout
Education
Bachelor of Science - Psychology, Mental Health, Special Education
Eastern Kentucky University
05-2026
Associate Degree - undefined
Hazard Community and Technical College
12-2025
General Educational Development (GED) - undefined
05-2023
Skills
- Strong verbal and written communication
- Active listening and rapport building
- Crisis intervention and de-escalation
- Group facilitation and public speaking
- Relapse prevention support and recovery planning
- Client engagement and motivational support
- Documentation and case note writing
- Time management and organizational skills
- Problem-solving and conflict resolution
- Customer service and high-volume call handling
- Account management and service coordination
- Dispatch coordination and issue escalation
- Technical troubleshooting and systems navigation
- Adaptability in fast-paced environments
- Team collaboration and cross-department communication
- Boundary setting and ethical decision-making
Timeline
Adult Peer Support Specialist
Beacons of Hope– Women’s Residential Treatment Facility
05.2023 - 05.2026
Call Center Support
Sykes Enterprises
06.2020 - 08.2021
Sales Representative / Customer Service Specialist
Frontier Communications
01.2017 - 11.2019
Customer Service Representative / Technical Support Specialist
General Dynamics
02.2015 - 09.2016
Associate Degree - undefined
Hazard Community and Technical College
General Educational Development (GED) - undefined
Bachelor of Science - Psychology, Mental Health, Special Education
Eastern Kentucky University