Customer Service Case Manager

Maria Marquez

Los Angeles, CA

****************@*****.*** • 323-***-****

SUMMARY

To work for a growing company that will provide me the possibility of growing within it and allow the development of my abilities and skills in favors of the company’s objectives.

Highly motivated professional with experience in customer relations, sales, customer service with various corporations.

EXPERIENCE

Western Fertility Institute

3rd Party Coordinator Current Employer

•Manage cases of intended parents and their surrogates/egg donors, which includes overseeing, administrative duties, logistics, and relationship management throughout the surrogacy journey

•Act as counselor, educator, and supporter to prospective surrogates and Intended parents on each aspect of the surrogacy process in a professional manner

•Provide first-class customer service, which includes providing concierge-type services, scheduling after-hours calls or meetings, or being available on a weekend for a time-sensitive issue.

•Travel to, hospitals, and other locations as necessary to provide support during appointments. Travel varies based on the engagement and may be local, regional, or national.

•Provide continuous emotional and social support to the surrogates. Resolve issues for surrogate candidates and intended parents to ensure they feel supported, comfortable, and well cared for.

•Follow up, communicate, and coordinate with 3rd parties such as clinics, law firms, and hospitals to ensure smooth operations and experience for all parties.

•Work closely with Intake team and Manager on case management

•Maintaining internal records and databases; and various other tasks as needed

Complete other administrative duties as required

Elite Women Surrogacy

Case Manager

• Overseeing all logistics, administrative duties, and relationship management throughout the client engagement and complete surrogacy journey.

• Offers continued emotional support; ability to establish strong rapport.

• Coordinates all travel

• Assists in arranging OB care.

• Oversee monthly reimbursements.

• Work closely with intended parent coordinator and intended parents.

• Enter important data related to journey in agency database and provide weekly/monthly/annual reports as requested.

City National Bank

Client Specialist

•Customer service and sales operations.

• Solicit and secure financial services.

• Oversaw a portfolio of current and prospective clients.

• Build and maintain client relationships.

• Wrote contract reports and compiled other pertinent information following client visits.

EDUCATION

Huntington Park High School Los Angeles, Ca

High School Diploma June - 2013

ADDITIONAL ATTRIBUTES AND SKILLS

Bilingual in Spanish, Proficient with MS Office, Windows XP, Social Media Platforms and Internet Research

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