Lashell Mack

Compassionate victim advocacy and crisis intervention professional with more than a decade of experience in client support, service coordination, conflict resolution, and administrative operations. Currently supports individuals seeking domestic violence services in a high-volume advocacy contact-center environment. Skilled in building rapport, responding calmly to sensitive situations, connecting people with appropriate services, and communicating with empathy and professionalism.

Holds training in sexual assault victim advocacy, crisis prevention, grief recovery, victim compensation, mandated reporting, and conflict management. Seeking to bring these transferable skills to victim and witness support services with the Baltimore City Police Department.

Contact Center Advocate - House of Ruth Maryland - Baltimore, MD

(2022-12)

• Serve as a primary point of contact for individuals seeking domestic violence services, providing compassionate support and crisis intervention.
• Build rapport through empathetic, nonjudgmental communication and timely follow-up, helping callers discuss sensitive concerns and identify next steps.
• Listen to client needs, respond to urgent or emotionally charged situations, and connect individuals with appropriate internal services and community resources.
• Coordinate with internal departments to advocate for client needs and support continuity of service.
• Maintain professionalism and discretion when handling sensitive personal information.

BDC Representative - Mercedes-Benz - Catonsville, MD

(2021-11)

• Manage a high volume of inbound calls, clarify customer needs, and route inquiries to the appropriate departments.
• Coordinate appointment scheduling and communicate information clearly and professionally.
• Handle sensitive information with discretion while maintaining accurate, organized service interactions.

Assistant Manager - Sodexo at the NSA (Subway) - Fort Meade, MD

(2022-09 - 2023-03)

• Supported daily operations and staff performance while maintaining service standards in a structured workplace.
• Responded to concerns and resolved service issues promptly, calmly, and professionally.
• Coordinated supplies and vendors and managed cash-handling responsibilities.

Client Service Coordinator - Sacred Dawn Beginnings - Baltimore, MD

(2016-10 - 2020-08)

• Trained new hires on service protocols and organizational values.
• Responded to client concerns, coordinated service support, and worked toward timely resolutions.

Client Services Manager - Rouseinc Restoration - Baltimore, MD

(2009-10 - 2015-04)

• Managed client accounts and maintained productive, long-term professional relationships.
• Coordinated cross-functional teams to support service delivery and resolve client concerns.
• Prepared performance reports, facilitated client meetings, and supported contract renewals.
• Supervised and coached service representatives to promote consistent service quality.

High School Diploma - Culinary Arts - Carver Vocational-Technical High School (1995-08 - 1999-06)

Certificate - Grief Recovery - Grief Recovery Institute (2016-10 - 2018-11)