Customer Service Case Management
Resume:
Natalie Mckellar
West Valley City, UT *****
**********@*****.***
Experienced professional skilled in housing case management, business ownership, transportation management, security, and customer service. Adept at building relationships, securing funding, and crisis intervention. Strong in operations management, negotiation, and event coordination. Committed to making a positive impact on individuals and communities. Authorized to work in the US for any employer
Work Experience
Professional Driver
Uber Drivers-Salt Lake City, UT
January 2012 to Present
Act as the initial point-of-contact for passengers/clients, ensuring a friendly and positive demeanor.
• Maintained a 4.95 rating.
• Maintain elevated standards of health and safety, continually seeking opportunities for improvement.
• Aim for 100% client satisfaction, utilizing expertise in anticipating guest needs and the customer service and hospitality industry.
Business Owner
Potato creations llc-Salt Lake City, UT
December 2018 to January 2024
• Directed and operated an HR business, overseeing all facets of operations, client relations, and strategic planning.
• Executed HR functions including recruitment, employee relations, compliance, and policy developmeant.
• Orchestrated business development initiatives, acquired clients, and maintained high levels of customer satisfaction.
Permanenct Housing case manager
The Road Home-Salt Lake City, UT
August 2022 to November 2023
• Collaborated with agency teams to identify and solve common barriers working with upwards of 20 families.
• Assisted individuals in overcoming barriers and connecting with community resources.
• Established relationships with community partners to expand resources.
• Attended meetings, contributed to case discussions, and maintained records.
• Provided direct, trauma-informed case management Transportation Manager
Aspiro Wilderness Adventure Therapy-Sandy, UT
January 2020 to August 2022
• Managed and executed various duties with attention to detail, organization, and time management.
• Employed exceptional interpersonal skills to build and strengthen client relationships.
• Leveraged proficiencies in clerical, financial, and logistics management to report discrepancies to leadership and recommend improvements.
In - home house manager
San Diego IHSS Public Authority-San Diego, CA
January 2015 to January 2022
• Managed and oversaw daily operations, employing exceptional communication skills by phone, email, and in-person.
• Organized and confirmed monthly travel arrangements, streamlining conveyance between Las Vegas and San Diego.
• Utilized organization and time management skills to assist residents with nutrition and personal needs. Office Manager
NACB llc-San Diego, CA
September 2015 to November 2017
• Managed sales and vendor interactions, communicating via telephone and fax.
• Handled pickup and delivery of office mail.
• Maintained and organized filing systems for both print and digital documents.
• Followed up with customers to ensure satisfaction.
• Ensured office supplies were stocked and ordered additional inventory when necessary. Regional Sales Manager
Natural Health Group-San Diego, CA
January 2010 to January 2015
Experience Summary:
• Analyzed sales report data for daily totals, making decisions based on trends and metrics.
• Met with RSD, Sales Operations, and Marketing teams, discussing lead volume and quality control/ assurance.
• Managed two Los Angeles locations with 15+ employees, expanding business to larger region in Southern California.
Education
Bachelors degree in Educational Studies
Arizona State University-Tempe - Remote
March 2020 to May 2024
Skills
• microsofot office, multi line phone skills, customer service (10+ years)
• Customer Service (10+ years)
• Personal Care
• Care Giver (10+ years)
• Nanny
• Lifeguard
• Surveillance (4 years)
• Sports Coaching
• Swimming
• Childcare (3 years)
• Driving
• Interviewing
• Office Management
• Purchasing
• Vendor Management
• Human Resources
• Employee Evaluation
• Recruiting
• Negotiation
• Google Suite
• Property management
• Customer service
• Microsoft Office
• Communication skills
• Management
• Supervising experience
• Public relations
• VPN
• Time management
• Computer skills
• Conflict management
• Microsoft Windows
Certifications and Licenses
Driver's License
first aid certification
cpr certification
Assessments
Customer focus & orientation — Completed
March 2024
Responding to customer situations with sensitivity Full results: Completed
Customer service — Proficient
March 2024
Identifying and resolving common customer issues
Full results: Proficient
Work style: Reliability — Proficient
December 2023
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Delivery driver — Proficient
September 2022
Interpreting instructions or signs and solving problems Full results: Proficient
Work style: Reliability — Proficient
March 2024
Tendency to be reliable, dependable, and accountable at work Full results: Proficient
Time management skills — Proficient
April 2024
Managing one's own time to complete tasks quickly and efficiently Full results: Proficient
Cooking skills: Basic food preparation — Proficient April 2024
Preparing food, using cooking equipment, and converting ingredient measurements Full results: Proficient
Home health aide skills — Proficient
April 2024
Providing care to patients in a home setting
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
psia alpine level 1 certification
psia child specialist level 1 certification
starguard liefeguard training
professional bartending
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