Customer Service Case Management

Shanda C. Jimason

301-***-**** *************@*****.***

Summary

Dedicated and detail-oriented professional with strong organizational skills and a passion for customer service, workforce development, and community engagement. Experienced in case management, resource coordination, and administrative support. Adept at providing outreach services, maintaining documentation, and assisting individuals in job readiness and employment placement.

Key Skills & Competencies

Case Management & Documentation

Job Readiness & Resume Development

Outreach & Community Engagement

Microsoft Office Suite & Database Management

Verbal & Written Communication

Customer Service & Client Support

Experience

VOLUNTEER UNITED PLANNING WFI SEPTEMBER 2023 – PRESENT

Assist Job Readiness Coach in assessing customer preparedness for training and employment.

Support customers in goal-setting and overcoming personal barriers.

Develop and proofread resumes, cover letters, and related job search documents.

Planning and implementing workshops

Aid customers with online applications and data entry into UPO’s system.

Serve as substitute job readiness instructor as needed.

Maintained a current and up-to-date listing of community-based resources to meet needs of the clients

EXECUTIVE ASSISTANT EXPERT AUTO SERVICES JULY 2023 - PRESENT

Serve as the primary point of contact for high-level executives, providing administrative and operational support.

Manage and organize documentation, maintain records, and ensure timely reporting.

Coordinate schedules, travel arrangements, and meetings while transcribing minutes and following up on action items.

Assist in client engagement, addressing inquiries, and ensuring customer satisfaction.

Conduct outreach and relationship-building efforts to enhance company services and partnerships.

COMPUTER TECHNICIAN ASSEST MANAGEMENT JULY 2022 – JULY 2023

Assisted with technology access and training, ensuring efficient use of resources for staff and clients.

Maintained accurate documentation and inventory of systems, demonstrating strong organizational skills.

Conducted outreach and training to support technology literacy for end-users.

ITINERANT SPECIAL EDUCTATON ASSISTANT FEB 2018 – JAN 2023

Provided direct support to students and families, addressing educational and behavioral needs.

Assisted in case documentation, maintaining accurate records of interactions and services provided.

Facilitated communication between educators, administrators, and families to ensure program success.

Participated in outreach efforts to connect families with essential services and community resources.

Education and Training

High School Diploma • Duvall High School June 1997

Certificate of Mortuary Science • University of the District of Columbia June 2012

CompTIA Security+ CE Certification November 2020

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