Customer Service Case Management

Kyrsten Lenore Williamson

Sacramento, CA *****

*******.******@*****.*** +1-916-***-****

PROFESSIONAL SUMMARY

Detail-oriented and dedicated professional with extensive experience in customer service, case management, and office administration. Skilled in handling confidential information, managing financial records, and providing clear communication..

SKILLS & COMPETENCIES

Case Management & Support

Customer Service & Conflict Resolution

Data Entry & Records Management

Financial Record-Keeping & Billing

Microsoft Office Suite (Excel, Word, PowerPoint)

HIPAA Compliance

Communication & Interpersonal Skills

Problem Solving & Attention to Detail

PROFESSIONAL EXPERIENCE

Office Assistant

Global Machinery – Sacramento, CA

September 2024 to Present

Answer calls and efficiently manage customer inquiries, ensuring clear communication and prompt resolution of issues.

Send out invoices, track payment statuses, and follow up with customers on overdue payments to ensure timely collections.

Maintain and organize customer files, verifying equipment details and processing necessary paperwork for service.

Handle scheduling and coordination of equipment maintenance and repairs, ensuring all necessary actions are documented.

Assist with general office duties such as managing correspondence, organizing office supplies, and supporting the administrative team.

Inside Sales Coordinator

Clear Captions – Remote

August 2020 to April 2022

Managed scheduling and assignment of installation work orders for contractors, ensuring deadlines were met and service level agreements were maintained.

Worked closely with Business Development Managers to coordinate sales installations, service requests, and customer needs, ensuring seamless execution.

Processed technician work order approvals and payments, ensuring compliance with company policies and procedures.

Monitored installation dashboards, tracking at-risk work orders and responding to technician inquiries to resolve issues efficiently.

Collaborated with Inside Sales Representatives to analyze current sales volume, identifying and addressing scheduling challenges.

Reviewed and approved vendor invoices, coordinating with Inside Sales Vendor Manager to ensure accurate reporting and payment processing.

Customer Service Representative

VSP

November 2017 to November 2019

Effectively responded to a wide range of customer inquiries, providing information on health plan options and resolving complex issues efficiently.

Educated members on health benefits, helping them understand plan details and enrollment processes.

Managed member complaints, working to resolve grievances in a professional and timely manner, ensuring customer satisfaction.

Demonstrated high attention to detail when processing member enrollments and changes to health plans, ensuring accuracy at every step.

Regularly exceeded monthly performance goals by maintaining high customer satisfaction and efficiency in handling inquiries.

Trained and mentored new hires, sharing best practices to improve team performance.

Telemarketing Representative

Advanced Marketing Solutions – Roseville, CA

January 2017 to October 2017

Conducted outbound calls to prospective clients, explaining product offerings and addressing customer inquiries, focusing on closing sales and generating leads.

Developed and maintained customer relationships, managing follow-ups to ensure customer satisfaction and retention.

Provided coaching and feedback to Customer Service Representatives, adapting to their individual needs and ensuring performance improvements.

Administered weekly performance audits, providing actionable insights to enhance team productivity and service quality.

Participated in promotional interviews for internal hires, assessing candidates for new roles and supporting company growth.

Collaborated with supervisors and team members to meet company objectives and achieve strategic goals.

EDUCATION

High School Diploma

San Juan High School – Citrus Heights, CA

Graduated: June 2011

CERTIFICATIONS & LICENSES

Food Handler Certification – FoodCard (October 2023 to October 2026)

Contact this candidate