Customer Service Case Management

Sheena J. Stagner

* ********* ***, *********, ** 04011

207-***-**** **********@**.***

Summary

Analytical problem solver with over 13 years of experience leading customer service and case management teams. Exceptional communication and training abilities focused on enhancing productivity and achieving quality benchmarks. Adept at assessing client needs, developing treatment plans, and coordinating services across providers. Proficient in MS Office, client management software, and process improvement methods.

Skills

Client Assessment & Case Management Treatment Plan Development Quality Assurance

Staff Training & Development Process Improvement Customer Service Team Leadership & Motivation Multitasking & Time Management Attention to Detail Claims Analysis & Investigation Settlement Negotiation Compliance & Documentation Workflow Analysis Production Scheduling Root Cause Analysis SAP Systems

Experience

Sappi North America, Westbrook, ME Claims Analyst 2020 - Present

Responsible for all large claims across North America for global pulp and paper manufacturer.

Analyze complex product liability claims, investigate causes, and determine claim validity.

Negotiate settlements with customers and legal representatives to resolve claims.

Identified opportunities for process improvements to reduce future claim risks.

Helped build new claims system within SAP for Sappi North America to streamline processes.

York County Shelter Programs, Alfred, ME Case Manager - Intake Coordinator 2013 - 2020

Assessed client needs, developed treatment/service plans, and coordinated care across mental health/substance abuse treatment providers.

Conducted intake screening to ensure appropriate treatment according to policies and procedures.

Provided client advocacy, supportive counseling, and regular progress reviews toward achieving service plan goals.

Documented all case activities thoroughly and maintained compliance with agency and regulatory standards.

William Arthur, Kennebunk, ME Order Fulfillment Supervisor 2012 - 2013

Supervised 25 home-based assemblers, ensuring high quality standards and on-time delivery for custom stationery products.

Analyzed work orders, scheduled production, and monitored workflows across departments.

Identified training needs and developed programs to improve productivity and quality.

Trained employees on precise handwork techniques to meet demanding assembly requirements.

Preval Health, Scarborough, ME Customer Service Supervisor 2009 - 2012

Supervised up to 12 customer service representatives, setting goals and coaching for performance improvement.

Monitored call quality and handled escalated calls to deliver outstanding customer experience.

Inspected manufacturing processes to ensure quality of homeopathic products.

Redesigned rebates program, decreasing turnaround time by 25% and improving satisfaction.

Earned company's Customer Service Award for exemplary performance.

Education & Credentials

Associate's Degree in Behavioral Health & Human Services Southern Maine Community College, South Portland, ME

Associate's Degree in Business Management Southern Maine Community College, South Portland, ME

Licenses & Certifications:

MHRT-C (Mental Health Rehabilitation Technician/Community)

CADC (Certified Alcohol & Drug Counselor)

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