Customer Service Case Manager

Elizabeth Whitwell

Phone:580-***-****

Email: *****************@*****.***

Summary of Qualifications

20+ years professional experience in Customer Service

Extensive computer knowledge in Microsoft Excel, Vista, Word, Office, Outlook, and Power Point

Processed mail, records, and accounts for several businesses and a State agency

Used a variety of office equipment; such as word processors, meter mail machines, copy machines, fax machine, internet, electronic mail, and personal computer

Work Experience

Employment Services

Assist job seekers in resource room with filing Unemployment, OKJM Registration, Resumes, and general job searching

Screen, classify, advise, and refer clients to WIOA Counselor, Veterans Representative

Help clients with a variety of services; including computer usage, resume service, career guidance, faxing and phone procedures

Provide “Live Intake” for registration, raising customer satisfaction to the highest level possible

Proven ability to learn new policies and procedures with Unemployment and Reemployment services

Provide tailored referrals for Employment Services clients to appropriate community agencies

Proficient with answering a multi-line phone system, operating various office machines

Excellent interpersonal and communication skills and a demonstrated willingness to work as a team

Ensure all veterans are identified and referred for eligible services

Conduct RESEA sessions to assist customers with updating resume, establishing a Basic Employment Plan, job referrals, job search skills, and referring to partner agencies for assistance

Assistant Case Manager

13+ years of experience in Customer Service with an emphasis on case management

Excellent overall expertise; able to assist with the WIOA Adult, Dislocated Worker, and Youth Programs

Assistant Case manager duties include: applications and eligibility documents, entered program notes, budgets, exit questions, supportive services forms, ITA Forms, intake forms, assessments, measurable skill gain

Assistant case manager with over 100 cases with 50 cases in follow-up services

Team player; personable with our Inter-agency partners—Oklahoma Employment Security Commission Manager stated that I was a great asset and a highly valued partner

Hand selected for a Team Lead position for training team members in processing eligibility document uploads

Ensure records documentation is current, accurate, and thorough while maintaining documentation according to established policies and procedures

Demonstrating a high degree of skill in interviewing, assessing, and counseling clients for employment services and training

Assist customers with developing vocational goals reflective of their skills and capabilities

Meet with participants to identify barriers to employment

Provide expert guidance based on individual needs, goals, and preferences

Interpret and explain information such as eligibility requirements and application details

Resolve customer complaints and respond to requests for information

Clerical/Receptionist

Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals

Create, maintain, and enter information into databases

Set up and manage paper or electronic filing systems, recording information, updating paperwork, or maintaining documents, such as attendance records, correspondence, or other material

Operate telephone switchboard to answer, screen, or forward calls, provide information, take messages, or schedule appointments

Greet persons entering establishment, determine nature and purpose of visit, direct or escort them to specific destinations

Schedule appointments, maintain, and update appointment calendars

Hear and resolve complaints from customers or the public

File and maintain records

Schedule all appointments for the General Manager in Outlook ensuring all required arrangements were made for special meetings or appointments

Perform general office duties; ordering supplies and maintaining records management systems

Prepare reports, documents, memos, and letters using word processing and spreadsheets

File and retrieve case documents, records, and reports

Answer client questions providing information on procedures or policies

Communicate with clients, staff, and other individuals to answer questions, disseminate or explain information, and address complaints

Update and Monitor supporting documentation ensuring quality records management

Update case records and data, enter client’s information in the computer

Customer Service/Computer Skills

Provided feedback to technicians and supervisors to assist with improving training of technicians

Complete documentation to be reviewed by the agent’s supervisors for fulfilling quality requirements

Analyze customer’s issues and assisted with resolving software and technical issues

Wrote and published a book and several articles on raising exotic birds

Resolve wide range of customer problems, applying diplomacy and assertiveness in dealing with clients

Reviewed and monitored technician support calls

Employment History

07/2022-02/2023 Receptionist Rocky Ridge Powersports & Outdoors Ada, OK

07/2020-10/2021 Workforce Services Specialist III OESC Ada, OK

07/2019-07/2020 Secretary/Receptionist CLEET Ada, OK

08/2013-09/2018 Talent Engagement Specialist Rescare Ada, OK

01/2013-07/2013 Client Service Assistant Big Five Community Service Ada, OK

09/2005-03/2012 Quality Assurance IRT Ada, OK

04/1999-03/2004 Customer Service Representative Sykes Enterprises Ada, OK

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