Customer Service Case Management

Las Vegas, NV *****

760-***-**** ************@*****.***

Professional Summary

Dedicated and customer-focused professional with a strong background in customer service, client support, and case management. Proven ability to enhance customer satisfaction, streamline service processes, and build strong client relationships. Adept at problem-solving, training, and mentoring teams to improve overall service quality. Committed to delivering exceptional customer experiences through empathy, communication, and attention to detail.

Key Skills

Customer Service & Support

Client Relationship Management

Problem-Solving & Conflict Resolution

Training & Team Development

Technical Support & Troubleshooting

Process Improvement

Administrative & Case Management

Communication & Active Listening

Work Experience

Premier Support Specialist

Asurion September 2019 – January 2025

Delivered top-tier customer support by resolving technical issues and inquiries efficiently, ensuring high customer satisfaction and retention.

Developed knowledge base articles and training materials to streamline troubleshooting processes and enhance team performance.

Proactively identified customer pain points and provided solutions to prevent recurring issues.

Maintained clear and professional communication with clients while escalating critical issues when necessary.

Participated in ongoing training to stay updated with industry advancements and improve service delivery.

Help Desk Support Coordinator

United States Parcel Service (UPS) June 2018 – May 2019

Provided technical and administrative support for route-tracking software, ensuring seamless operations for drivers and supervisors.

Assisted management in analyzing and optimizing delivery routes to improve efficiency.

Performed multi-tasked administrative duties, ensuring accurate documentation and record-keeping.

Generated and reviewed end-of-day reports for supervisors, ensuring accurate data for operational planning.

Case Manager

Foundation Family Services January 2017 – May 2018

Assisted clients with essential resources and ensured accurate documentation of client interactions and progress.

Scheduled and coordinated therapy, psychotherapy, and medication management services based on individual client needs.

Developed and executed treatment plans, focusing on personalized support for each client.

Conducted monthly training sessions to enhance communication and service delivery among staff.

Youth Counselor

Diakonia Inc. December 2008 – December 2017

Provided mentorship and guidance to at-risk youth, promoting positive behavioral changes.

Facilitated conflict resolution and stress management training to improve peer relationships.

Supervised group activities in a safe and structured environment.

Education

San Bernardino Adult School GED, 2009

Computer Education Institution, Pomona, CA Computer Applications & Office Skills, 2000

Vonitta Woods

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