Customer Service Case Manager

Kimberly M. Martinchick

Address: **** ********** **., *********, **

Phone: 636-***-****

Email: *******************@*****.***

Objective Statement:

Passionate about connecting people and fostering unity through effective communication, leadership, and problem-solving skills.

Strengths:

• Problem-solving skills

• Excellent customer service skills

• Effective communication and active listening skills

• Strong leadership capabilities

• Detail-oriented

• Ability to work well under pressure and meet timelines

• Collaborative and skilled in team building

• Analytical thinker

• Demonstrates integrity and professionalism

• Self-motivated with strong interpersonal skills

Work Experience:

Edward Jones - St. Louis, MO

Case Manager – Client Transition

2010 - March 2023

• Coached and guided Branch Teams through the client transition process, setting expectations and monitoring progress.

• Held Branch Office Administrators accountable for performance expectations and evaluated their progress.

• Managed various personnel situations, including resignations, access restrictions, status changes, and severance packages when necessary.

• Administered annual reviews and bonuses for transition Branch Office Administrators, while fostering positive relationships with branch teams and providing coaching as needed.

• Collaborated with home office stakeholders to ensure efficient execution of client transition plans.

• Analyzed issues from multiple perspectives to determine the best possible outcomes for clients, branch teams, and the firm.

• Gathered feedback and identified opportunities to enhance the branch team and client experience.

Diversity, Equity, and Inclusion Council Member 2022-2023

Collaborated with a diverse team of professionals to champion and promote diversity, equity, and inclusion initiatives within the organization.

Actively participated in council meetings, contributing insights, and strategies to enhance the workplace's inclusivity and cultural awareness.

Assisted in the development and execution of programs and initiatives aimed at fostering a more inclusive and equitable workplace.

Engaged in outreach activities to encourage diversity and inclusion awareness among employees, promoting a culture of respect and belonging.

Monitored progress, assessed the impact of initiatives, and recommended improvements to ensure continuous growth and alignment with organizational goals.

Demonstrated a commitment to creating an inclusive and welcoming environment for all employees at Edward Jones.

Anheuser-Busch, Inc. - St. Louis, MO

Real Estate Coordinator (2004-2010)

Customer Satisfaction Team Leader (1998-2004)

Real Estate Coordinator (2004-2010):

• Supported the Vice President of Busch Properties in reviewing office lease renewals and managing contractual obligations.

• Coordinated with various departments and provided legal documentation for property transactions.

• Managed fiscal budgets and reconciled monthly actuals.

Customer Satisfaction Team Leader (1998-2004):

• Led a customer satisfaction team and provided coaching, mentoring, and support to team members.

• Handled escalated customer calls and provided marketing updates to the team.

• Scheduled work hours for associates.

Software Skills:

• Microsoft Excel, Word, PowerPoint

• Oracle, SAP, Accruent & PeopleSoft

Education:

Lindenwood University - St. Charles, MO

Bachelors in Business Administration (Honors - Magna Cum Laude)

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