Customer Representative Case Manager

Chun Ting Ortiz

*************@*****.*** • 281-***-****

LinkedIn: www.linkedin.com/in/ChunTingOrtiz • Houston, TX

An adept case manager with repeated success in applying multi-organization management systems to intake, process, communicate, and record customer needs and information efficiently and verify the effectiveness of results,

Proactive, senior-level case management professional with a history of supporting prospects and customers with a unique ability to use organization, communication, customer service, and time management skills to build rapport and relationships that focus on meeting needs and improving quality of life in a high-quality, time-efficient manner. Recognized and valued for an acute sense of urgency, discretion, and diplomacy. Prioritize client needs while ensuring multi-organization and vendor responses to logistic difficulties with calm assertiveness. Deal with ambiguous and unforeseen complications by liaising with professional networks, internal staff, and business contacts using interpersonal, active listening, and communication skills driven by management-system savvy.

Areas of Expertise

Database Administration

Case management

Document control

Confidentiality

Calendar management

Resource planning

Travel coordination

Data collection

Electronic recordkeeping

Client relations

Supply management

Problem resolution

Conflict management

Communication

Time management

MS Office

Coordinated Assistance Network (CAN) Platform

Apricot 360 case management system

Accomplishments

Exhibited unmatched diligence and impeccable resolve to ensure communities received support following the disastrous impact of Tropical Storm Imelda and Hurricane Harvey in the Houston, Texas, area.

Received repeated recognition for trusted, timely responses to client needs, organizational requirements, and government regulations.

Career Experience

Vacations to Go – Houston, Texas 03/2022 to Present

Travel Advisor

Deliver direct support to clients to determine needs and then plan and coordinate modes of transportation, accommodations, insurance, tours, and activities on worldwide luxury to discount cruise lines. Advise clients on the relevant information from the various companies and bookings using considerable skill in computer reservation systems, global distribution systems (GDS), and e-traveling databases. Book and collect payments and applicable travel fees. Deal with travel problems, complaints, or requests while maintaining a client-file database.

Play a key role in communicating and clarifying expectations using persuasion, negotiation, problem-solving, and discretion with multicultural, multigenerational clients with varied communication styles and personalities.

Maintain the company's reputation by equally applying company values, principles, and standards across customer demographics.

Endeavors – Houston, Texas 07/2020 to 08/2021

Case Manager

Held a pivotal role as a disaster case manager to reach, intake, support, process, and link eligible families and individuals to support resources. Conducted community and home visits with clients to document and assist in applying required resources, verifying ongoing support from help, and evaluating program quality in resolving disaster-caused hardships.

Resolved conflicts as the liaison between affected residents and federal, state, and community agencies following Tropical Storm Imelda by developing, entering, and verifying Individual Recovery Plans and client information in multi-organization management systems in compliance with all agency and government regulations.

Ensured clients received critical needs through diligent effort to complete preliminary case actions promptly, report required measures, and make recommendations continuously.

BakerRipley – Houston, Texas 11/2017 to 10/2018

Case Manager

As a disaster case manager, I focused essential knowledge, skills, and abilities on clients in the Greater Houston, Fort Bend, Harris County, and Waller County areas recovering from Hurricane Harvey. Developed, reviewed, revised, and amended recovery plans for individuals and families seeking recovery assistance. Prepared program applications from client interviews, documents, and site visits to ensure compliance with all agency and government regulations. Worked with teams and multiple agencies to determine and certify program eligibility, enter documentation, and provide client guidance and referrals.

Skillfully created and maintained positive client relationships to achieve greater than 90% assistance approvals. Developed essential success skills to increase documentation compliance and answer regulatory queries to program applications.

Entered, verified, and maintained data in the Coordinated Assistance Network (CAN) database of the American Red Cross attentively and promptly.

Members Choice Credit Union, Solutions Center – Houston, Texas 03/2017 – 09/2017

Customer Representative

Maintained $72 million of account assets and $6 million in gross receipts per federal guidelines as the Solution Center Customer Representative. Assisted members and staff of the Memorial Herman Hospital System with transactions to meet their short- and long-term financial objectives. Displayed stellar attention to prospective and loyal customers.

Actively developed, organized, and delivered education sessions to promote financial products, services, benefits to patrons, and technology training to colleagues. Arranged seasonal solution-center décor to create an inviting storefront for customers and staff.

Additional Experience

Starbucks Corporation – Houston, Texas 11/2015 – 06/2017

Barista

Held a key role in setting the company's reputation by connecting with customers when delivering beverage and food orders. Worked as a team to create a welcoming store environment, cleanliness, inventories, and meet total sales. Assisted, trained, and guided new team members. Promoted a positive work environment to improve team performance.

Education

BA Psychology, University of Houston Downtown, May 2014, 3.5 GPA, Dean's List Honors

Activities

Volunteer, 2015 - 2017 Houston Habitat for Humanity, Houston Food Bank, Houston Area Women's Center

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