Customer Service Case Manager

Brescia Vaughn

*********@*****.***

**** **** ****** **, **********, South Carolina 29016

Mobile Phone: (803) 917- 3271

OBJECTIVE: To obtain a full- time career being able to utilize my passion in human development. Engaging the skills, commitment, and determination to help customers that has been developed for 2+ years working with children and parents in the PeeDee Area. WORK

EXPERIENCE

Department of Social Services-(Camden, South Carolina) August 2022- Current Case Manager

● Promptly responded to general inquiries from members, staffs and clients via email and fax

● Aiding in creating new process and systems for increasing customer service satisfaction

● Responsible for contacting custodial/ non custodial parents and out of state Child Support Specialists via telephone

● Responded to escalated requests received via email by researching case files and State supplied information and supplying swift, accurate, and courteous responses via phone, email, and mail concerning Camden county– responded to escalated requests received from referral from call centers regarding Child Support cases Nephron (West Columbia, South Carolina) August 2019 - June 2020 Quality Assurance

● Responsible for monitoring the call que, tracking inbound calls and forecasting to ensure adequate staffing levels are scheduled to handle elevated call periods to meet our service requirements.

● Completed data analysis using the contact center application - Customer Relationship Management (CRM) tool for documentation and compliance purposes.

● Measure, benchmark, and track call center and agent performance for KPIs such as customer satisfaction, call resolution, average handle time, customer sentiment, policy adherence, hold, and transfer call handling.

● Monitored and reviewed customer feedback and complaints, identifying and addressing root causes of issues, resulting in a 20% increase in customer retention rates Papa John’s (Blythewood, South Carolina) June 2015- July 2019 Customer Service/Team Member

● Maintained clean and orderly appearance throughout kitchen and dining area

● Documented and kept track of information on pick-ups and deliveries and applying new techniques

● Stocked freezers and refrigerators to maintain adequate supply of ingredients and products

● Operated pizza oven and brick oven along with other kitchen equipment to prepare authentic Italian dishes

EDUCATION

Morris College (Sumer, South Carolina) May 2021

Bachelor of Arts in Sociology

Blythewood High School August 2011- June 2015

High School Diploma

REFERENCES

Anika Robinson Samuel Summers

Columbia, SC 29016 Columbia, SC 29210

Cell: (803) 354- 1195 Cell: (854) 444- 9934

*************@*****.*** ***************@*****.***

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