Customer Service Case Management

Nkosazana Boyd

*** ******** ****** **** *******, 46402 602-***-**** *****.****@*****.***

Summary of Qualifications

A conscientious, service-focused professional with administration, utilizing excellent customer service skills as well as strong interpersonal and communication skills. Having

over 8 years of combined experience in working with youth, case management and working with diverse populations.

Key proficiencies

Customer Service Driven

Youth Support Services Focused

Critical Thinking Skills

Case Management

Great Interpersonal Skills

Conflict Resolution Skills

Excellent Written and Verbal Communication

Administrative Management Oriented

Attention to Detail and Highly Organized

Education

BACHELOR’S, BUSINESS ADMINISTRATION University of Phoenix, Phoenix, AZ

Contact Tracing Certification Johns Hopkins University, Gary, IN

Commercial license class B

Career Highlights

CUSTOMER FOCUSED

Achieved Blue Diamond award first quarter of 2018 as a Member Services Representative for TelePerformance

Developed great listening skills, empathy, understanding and respect to analyze the totality of each case to recommend the appropriate resources

Developed documentation to resolve customer inquiries and provide details of the resolution process

Built rapport and cultivated relationships with customers and clients by addressing their needs in a timely fashion and ensuring a good experience

Office administration

Maintained high office and a professional working environment at all times

Maintained contact with assigned vendors for purpose of encouraging additional adjustments needed on accounts

Operated office equipment, such as fax machines, copiers, or phone systems and arranged for repairs when equipment malfunctioned

Screened calls and forwarded them to the appropriate persons

CASE MANAGEMENT

Achieved best customer service award in 2012 with the Department of Child Safety addressing abuse and neglect of children for the state of Arizona

Conducted Needs Assessment and made referrals for clients to community services to further advocate for the well-being of the individual child

Communicated with public, social and welfare service agencies to advocate for clients

Adhered to professional standards as outlined by protocols, rules and regulations of the organization

Documented all aspects of case with accuracy

Relevant Professional Experience

Contact tracing investigator, Maximus, Indianapolis, IN, 10/2020 to 03/2022

School Bus Driver, Indiana Central Bus Company, Gary, IN, 8/2018 to 10/2020

Member Services Representative, TelePerformance, Hobart, IN, 10/2017 to 7/2018

CPS Specialist III, Department of Child Safety, Phoenix, AZ, 6/2012 to 4/2016

Mail Carrier, United States Postal Service, Phoenix, AZ, 4/2008 to 2/2011

References Available upon request

Contact this candidate