Customer Service Manager
Resume:
ANA BELEN VILLALOBOS
Parma, OH 44129
accl2m@r.postjobfree.com
www.linkedin.com/pub/ana-belen-villalobos/69/b97/754/
Case Management stomer Service man Relations Management
Cu Hu
Professional Summary & Objective:
Organized, dedicated and bi-lingual (Spanish) professional who possesses the ability to look at situations from all points of view and apply
different perspectives to create practical solutions. Seeking full-time position in Human Resources that fosters the opportunity to utilize
the skills developed thus far while working in client focused positions closely related to a Human Res ources role.
Strengths include assisting others, communicating and building rapport on all levels (from clients to peers and executive leadership),
and troubleshooting situations that lead to resolved outcomes. Known by colleagues to maintain a strong work eth ic and treats all client
cases with the utmost importance.
Professional Experience:
Hyatt Legal Plans Contract position September 2013 to January 2014
Customer Service Representative
Responsible for data entry of legal plan services all the while providing superior customer services as the first contact with customers.
Answer an average of 100 calls per day that vary in topic from referencing clients to attorney to enrolling clients into benefit.
Enter personal data in to computer program.
Assist clients to ensure they understand the legal plan service and enrollment procedures.
Enroll clients in to the legal plan benefit that is best suited to their needs.
Assist attorneys with client information, and legal plan procedures.
“Bravo” award October 2013.
Connections Health – Wellness – Advocacy January 2013 - September 2013
Case Manager
Provided holistic and comprehensive case management services to all clients including: intake assessment, benefit assessment, goal
setting, long-term care plan development, weekly case plan development, progress monitoring, individual
money management, tenant education, advocacy and referrals.
Maintained a caseload of 53 individuals.
Monitored and verified services provided to each client on a monthly basis, determined quality and effectiveness of services
provided.
Connected individuals with needed and available community resources. Followed-up with clients and agencies as
appropriate to document use/success of referral.
Provided all required documentation in a timely manner, which included client followed-up, outcome evaluation, client contact
sheets, and evaluations.
Participated in regular staff meetings, staff training programs, supervisory sessions, and accept the responsibility for aiding the
development of positive team relationships as requested.
Adhered to agency policy, procedures and professional code of ethics.
United Consumer Financial Service November 2012 - January 2013
Instant Credit
Processed inbound instant credit calls, data entry of finance contracts and provided superior customer service as the first contact with
our customers.
Exceeded company expectation on answering 75 calls per day.
Entered personal client data into the system in English and Spanish.
Assisted sales representatives to complete sales by finalizing financing application and explaining financing application to customer
and new sales representatives.
Kent State, Kent, OH June 2011 - August 2012
Student Manager
Managed a crew of 4-6 students to set up stations, prepare the food and clean and sanitize food prep areas.
Trained, supervised and evaluated staff according to established procedures.
Scheduled work hours and assignments with other student managers for cafeteria employees for the purpose of ensuring
adequate coverage for daily operations.
Mediated between students and upper management to establish and encourage a positive work place.
Value World, Middleburgh Heights, OH June 2006 - August 2010
Sales Associate
Opened and closed cash registers, performing tasks such as counting money, separating, coupons, and balancing cash
drawers.
Answered all customer questions, offers alternate product if requested product is not available.
Assisted the customer in selecting products/services, answer questions and check for stock and availability.
Supervised and trained new employees to acclimate them to store and the various departments.
Volunteer Work and Community Involvement:
West Side Ministry, 2010
Supported program manager to research ideas for power point presentations.
Assisted program manager to file client’s charts.
Big Brothers and Big Sisters, 2012
Completed the mandatory training for volunteer program, and currently waiting to be matched with a little sister.
Education:
Kent State University Kent, OH
Bachelor of Arts in Sociology, August 2012
Major: Sociology
Minor: Latin America Studies
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