Customer Service Case Manager

**:**

NICHOLE BOOKER

*******.*********@*****.*** 312-***-**** Chicago, IL 60651

Summary

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.

Skills

* Appointment Scheduling * Report Generation

* Complaint resolution * Scheduling

* Data Collection * Complaint Handling

* Inbound and Outbound Calling * Customer Service

* Call Management * Customer Relationship Management (CRM)

* Paperwork Processing * Shipping and receiving understanding

Experience

Greyhound: Bus Station Chicago, Illinois * Provided accurate information about products and services to

Customer Service Repri customers.

08/2022 - 07/2024 * Implemented innovative methods for streamlining the customer

service process.

* Identified areas of improvement in customer service processes

es accordingly

and suggested chai

* Developed positive relationships with customers through friendly

interactions

* Gathered customer feedback through surveys and used the data to

improve customer service

* Maintained a high level of professionalism when dealing with

difficult customers

* Provided excellent customer service to resolve customer

complaints in a timely manner.

* Provided exceptional customer service to ensure customer

satisfaction.

* Resolved complex problems by working with other departments

to provide solutions that meet customer needs.

* Tracked orders from start to finish to ensure timely delivery of

goods or servi

Answered inbound calls, chats and emails to facilitate customer

service

Biometric Services Lombard, Illinois ‘* Supported the case manager by attending court hearings, medical

Case Manager Aide appointments, or other related events on behalf of the agency.

(01/2023 - 03/2024 * Adhered strictly to all relevant confidentiality laws when

handling sensitive information about a client's personal

circumstances.

* Worked closely with family members of clients to ensure that

everyone was informed about ongoing treatments or interventions

being utilized.

* Observed client behavior during appointments or visits to provide

feedback to the case manager.

* Collaborated with other social service agencies to ensure

continuity of care for clients.

* Collaborated with other departments within the organization to

coordinate services for clients.

* Attended staff meetings and participated in team building

activities

* Developed and implemented case management plans to ensure

client needs were met.

Chicago Public Schools, Henry H. Nash * Completed daily logs detailing route information, passenger

Elementary School Il] counts, incident reports

Bus Aide * Participated in regular training sessions on safety protocols,

/2007 - 03/2020 customer servi

e techniques.

* Communicated with parents and teachers regarding student

conduct while riding the bus.

at belts at all times

+ Ensured that all passengers were wea

while on board the bus.

* Monitored student behavior on the bus, intervening when

necessary to ensure a safe ride.

* Maintained accurate records of attendance and incidents during

each route run

* Conducted pre-trip inspections of buses prior to each trip

ensuring that all safety equipment was functioning properly.

and dis

* Assisted students in boarding mbarking the bus safely

* Responded to emergency situations calmly and quickly following

established procedures.

* Provided a safe environment for students while on board the bus.

Education and Training

Westinghouse Chicago, Illinois

High School Diploma

06/1999

Business of Technology Chicago, Illinois

Business

@ resume-now.com

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