family case manager resume example with 11+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

  • Sorting and Organizing
  • Detail Oriented
  • Customer Service
  • Flexible Schedule
  • Teamwork and Collaboration
  • Excellent Communication
  • Willing to Learn
  • Relationship Building
  • Issue Resolution
Education and Training
University of Ibadan Ibadan , Oyo Expected in 04/2004 Bachelor of Science : Geography - GPA :
Our Lady of Apostles Secondary School Lagos Mainland , Lagos Expected in 06/1995 High School Diploma : - GPA :
Heritage House Montessori Lagos Mainland , Lagos Expected in : Early Childhood Education - GPA :
The Road Home - Family Case Manager
South Salt Lake, UT, 02/2023 - Current
  • Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
  • Consulted with staff on resolution of complex service issues.
  • Handled child, family team meetings.
  • Conducted visitations to families ensuring child’s safety from abuse and neglect.
  • Educate families on Safe Sleep for infants.
  • Attend court hearings, facilitate meetings between parents and service providers.
  • Document events in accordance to DCS policies.
Partners Healthcare System - Customer Service Representative
West Bridgewater, MA, 10/2022 - 02/2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Developed strong customer relationships to encourage repeat business.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Improved customer service wait times to mitigate complaints.
Goat - Fulfillment Associate
Los Angeles, CA, 10/2021 - 06/2022
  • Operated handheld scanners to track merchandise throughout fulfillment process.
  • Kept assigned work areas clean and orderly to promote efficiency and mitigate risk of accidents.
  • Gathered and organized merchandise for distribution into appropriate envelopes, boxes or pallets.
  • Assisted in picking and loading process as required by business needs by efficiently picking and assembling orders.
  • Coordinated with other associates on day-to-day work activities to drive productivity and achieve operational objectives.
  • Adhered closely to safety procedures in daily operations and reported hazards or accidents to management.
  • Fulfilled orders quickly to accomplish challenging daily objectives.
  • Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
  • Organized and stored items in warehouse using pallet jacks and hand trucks.
  • Reported damaged products or safety hazards to immediate supervisor.
  • Worked additional hours and shifts to meet tight deadlines during peak periods.
  • Followed SOP procedures to prevent mix ups and damages during order fulfillment process.
Glitters Preparatory School - Sole Proprietor
City, STATE, 06/2009 - 12/2019
  • Built and enhanced relationships with parents to boost revenue.
  • Managed organizational budget and finances.
  • Maintained students records and information in school’s database.
  • Oversaw business operations by daily production meetings, reviewed lesson notes, creating educational support programme for struggling students and creation of feeding plans for picky eaters.
  • Identified parents'/ students’ individual needs by asking open-ended questions and gathering information on educational needs.
  • Developed business objectives and strategies to define goals and methods for achievement.
  • Hired, supervised and mentored staff of 22 talented employees.
  • Set pricing structures according to market analytics and emerging trends.
  • Kept building areas organized and functional to promote business productivity and deliver professional appeal to parents and students.
  • Prepared weekly schedules to verify proper floor coverage within term guidelines.
  • Tracked and measured success by student’s growth mentally, emotionally and physically.
  • Delivered presentations on PTA meetings.
  • Consulted educational outfits on trainings for the teachers and implemented innovative teaching techniques with successful results such as the educational support programme.

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Resume Overview

School Attended

  • University of Ibadan
  • Our Lady of Apostles Secondary School
  • Heritage House Montessori

Job Titles Held:

  • Family Case Manager
  • Customer Service Representative
  • Fulfillment Associate
  • Sole Proprietor


  • Bachelor of Science
  • High School Diploma
  • Some College (No Degree)

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