Customer Service Case Manager

Marshall T. Coker

Apt ***b **** N. **th Street Scottsdale AZ 85251 · cellular 602-***-**** · email · ad3gs5@r.postjobfree.com

Objective

Applicant and providing valuable contributions to USAA by bringing Customer Service and Administrative experience.

Skills

Inbound and Outbound calling experience.

Develops lasting connections with Clients and Potential Customers.

Diffuses consumer Dissatisfaction well by Providing Solutions.

Revenue Generating.

Proficient Technological skills.

Knowledge of the Military Community.

Research Skills

Money motivated by providing Outstanding Customer Service and Product Knowledge.

Great at documenting customer interactions and following up with correspondence.

Highly Trainable and Adaptive to Change.

Knowledge of: Health, Life, Auto, and Investment Insurance Products.

Strong Organizational Skills coordinating multiple projects simultaneously.

Prioritizes multiple matters calmly and effectively.

Works well with Management and Team Members.

Detail Focused.

Time Management.

Exceptional written and verbal communication skills.

Desire to grow with company.

Most Relevant Work Experience

Organization: AFLAC, Tucson AZ

Duration: December 2011 – August 2012

Designation: Insurance Agent

- Obtained an Accident / Health / Life Producer Insurance License # 1021953

- Responsible for cold calling and researching leads of prospective clients.

- Canvasing Districts to find Leads of Potential Clients

- Solicited clients with Health Insurance product features and acted as Knowledge

Base.

The University of Arizona Alumni Association Telephone Outreach Program (T.O.P).

Duration (May 2006-January 2007)

- Responsible for Collecting Several Thousands of dollars in donations to the University as part of a Multi-Million

Dollar Fundraising Initiative.

- Connecting with Recent and Past Clients.

Managing 20-30 people.

- Functioned as a University Ambassador by maintaining connections with Alumni,

Students, Parents, Colleges, Departments and interested Third Parties.

Current Employment Experience

Work Experience: Organization: Southwest Behavioral Health, Phoenix Arizona

Duration: 2018-Present

Designation: Case Manager Clinician III

- Case Manager Housing Specialist.

- Assists eligible Clients with Short Term Rent/Mortgage/ Utility Assistance by losing income due to loss of job

from employment restructuring or illness.

- Provides Housing Placement by providing Rent, Security Deposit, Utility Deposit, and Application Fee

Assistance.

- Provides help using a Discrete and Compassionate approach.

- Certified by Housing and Urban Development Fair Housing Guidelines.

- Facilitates communication between Clients, Property Managers, Mortgage Providers and Utility Companies.

- Screens Clients over telephone and in person.

- Supports Clients in Completing Housing Applications and gathering necessary information to process

applications in person and remotely.

- Communicates and gathers Health Insurance Portability and Accountability Act (HIPA) documents from

Physicians by following all appropriate Confidentiality Guidelines.

Education

The University of Arizona in Tucson Arizona

Master of Arts in Higher Education with a Major in College Administration

August 2002 – 2005 Graduated

The University of Arizona in Tucson Arizona

Bachelor of Arts with Magna Cum Laude in World History/ Major GPA 3.67;

Cumulative GPA 3.75/4.00

May 2000 - August 2002 Graduated

The University of Arizona in Tucson Arizona

Bachelor of Arts Magna Cum Laude and Honors in Social and Abnormal Psychology

Major GPA 3.0; Cumulative GPA 3.77 /4.00

August 1995 - May 2000 Graduated

Professional Organizations

The University of Arizona Honors College Alumni Association.

The University of Arizona Friends of History Alumni Association.

Awarded a N.A.S.A. Space Grant Research Internship.

Gamma Beta Phi Honor Society.

Golden Key National Honor Society.

The University of Arizona Honors College.

Phi Eta Sigma National Honor Society.

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