Case Management Specialist resume example with 8+ years of experience
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA94105
:
Summary
Customer-focused, professional, and creative problem solver with a demonstrated history of administrative support and customer escalations coupled with commercial and residential Utility experience. Frequently acknowledged by management for dispensing personalized attention, maintaining composure under fire, and managing a multitude of challenges with skilled discretion and concern. Possesses over 9 years of administrative and customer service experience in a fast-paced customer care environment. Reputed for willingness to shoulder extra workloads, coordinate daily operations, and "step up" to leadership roles.
Skills
Escalations
Team Building
Accounts Receivable
Check Request/Reimbursements
Customer Advocate
Internal Control and Audit
Excel
Data Entry
AR/AP
Mail handling
Advanced Excel spreadsheet functions
Sorting and labeling
HTML and XML
Billing Inquiries
A level, Quality
Accounts Receivable, Quality assurance
AP, Quality control
AR, QA
Billing, Rapport
Call center, Reporting
Coaching, Scripting
Crisis management, Spreadsheet
Client, Teamwork
Customer satisfaction, Technical documentation
Customer service, Phone
Data Entry, Troubleshooting
Documentation, XML
Forms
Funds
HTML
Human Resources
Team Building
Leadership
Managing
Excel
Mail
Office
Payroll
Performance management
Problem resolution
Education and Training
Grambling State UniversityGrambling, LAExpected in 2011 ā āBachelor of Business Administration:Marketing - GPA:
Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization
Initiating hierarchical escalation process as per the incident management process, including senior authorities and securing their support
Representative for the escalations team, which includes the incident owner, problem owner, and other professionals in the specified area of expertise
Planning of absence/missions/sick leaves/training of team members as well as roster management Demonstrated leadership in crisis management situations
Working knowledge of Human Resources and Payroll systems.
Just Energy - Quality Assurance Analyst/Account Receivables Specialist City, STATE, 10/2015 - 09/2019
Wrote, edited and updated project manuals and technical documentation used by quality assurance team.
Monitored process checks for proper completion and correct frequency.
Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.
Prepared orders to orchestrate transfers, tracked transactions and documented activities with detailed records.
To address customer inquiries and concern
Applied proper codes to invoices, files and receipts to keep records organized and easily searchable
Appointed as main corporate office contact, handling all questions and issues from customers and vendors
Guaranteed a level of quality for the end customer and managing problem resolution within the call center
Documented any issues and ensuring errors are corrected, while handling crucial components of the developmental process
Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork
Trained new hires on the evaluation process, equipping them with resources effectively assure quality on each call
Communicated QA feedback to management, coordinates with team leaders for quality performance management
Worked with our QA manager to identify performance improvement opportunities by analyzing calls and providing coaching documentation
Coordinated assignments and follow ups for agents and special evaluations for performance, or product roll out
Ensured all reporting is up to date, verifying scripting and pitch information is up to regulatory standards
Ensured the company's quality standards are consistently maintained by each agent
Resolved conflicts and negotiated mutually beneficial agreements between parties.
Sutherland - Customer Service Specialist City, STATE, 03/2012 - 06/2015
Maintained accurate and current customer account data with manual forms processing and digital information updates
Offered internal and external customers first-rate customer service to maximize satisfaction and business success
Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions
Reinforced established quality control standards and followed procedures for optimal customer interactions
Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concern
Took payment information and other pertinent information such as addresses and phone numbers to place orders
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
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