Customer Service Human Services
Resume:
Douglasville, Georgia *****
*********@*****.***
EDUCATION AND
TRAINING
Master of Arts
Human Services
Walden University, Minneapolis,
MN
Expected in August 2025
Bachelor
Science, Human Services, Case
Management
Kennesaw State University
January 2013
SUMMARY
A highly achieving customer service professional with 28 years of experience along with 13 years of case management skills. Dedicated to providing the highest level of care to clients. In addition, having an efficient capability of multi-tasking daily to reach company goals with excellence. As an industrious Guest Services Agent, I am skilled in resolving guest complaints utilizing tact, diplomacy, and critical thinking. Driven to foster satisfaction and superior service through dedication to exceeding guest expectations. Seasoned customer service professional competent in organizing deliveries, dispatching drivers, and resolving customer concerns. Detail-oriented, responsive, and adaptable to changing conditions. Proficient in regulations and procedures.
SKILLS
EXPERIENCE
GUEST SERVICE AGENT
Monster Reservations Group Myrtle Beach, SC July 2022 - August 2022 KIMBERLY WITHROW
• Top Skills
• Effective communication skills
• Superb sales professional
• Strong organizational skills
• Staff training and development
• Dependable and reliable
• Guest service and assistance
• Customer rapport
• Issue resolution
• Conflict management
• Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
• Established knowledge of local restaurants, historic sites, nightlife, and shows so that such information could be given to interested guests.
• Provided sales support to the guest, taking on additional tasks during high-volume periods to coordinate travel.
• Answered guest inquiries regarding hotel timeshare offerings and services.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
• Educated customers on special pricing opportunities and company KW
CASE MANAGER
The S.H.A.R.E Dallas, GA. June 2019 - March 2020 SALES REPRESENTATIVE
Motorcoach Consulting International Atlanta, GA. February 2017 - May 2019 offerings.
• Fielded customer complaints and queries, fast-tracking for problem resolution.
• Nurtured connections with established customers to identify new needs, match offerings and drive sales.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Conduct intakes and assessments for new clients
• Produce reports and stats for program statistics monthly
• Interview clients for services and needs within their community
• Facilitate weekly Domestic Violence and Parenting Classes
• Manage a caseload of clients
• Client coaching one-on-one weekly and biweekly
• Developed appropriate care plans for at-risk individuals and high-risk families.
• Coordinated support services and optimized communication between other community workers for the client
• Establish Community Collaborative
• Monitored and evaluated delivery of services to clients to maintain quality care.
• Maintained logs and electronic client records following department and agency policies for effective monitoring.
• Initiated patient and family education with care planning at admission.
• Generated leads for new sales through telephone and email contact with customers
• Recommended and helped customers select services based on their needs
• Built customer rapport by actively listening to their concerns and giving appropriate feedback
• Trained new employees on company customer service policies and service level standards
• Process payroll
• Maintain DOT driver's qualification files
• Interview new employees and complete orientation
• Created company procedures and policies.
• Collected payments and provide accurate change.
• Manage all accounts for accuracy
• Process charter order agreement
• Manage all transportation
• Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.
• Engaged positively with each customer, providing professional and polite support for sales and service needs.
• Monitored customer order process and addressed customer issues. CASE MANAGER
Department Family Children Services Atlanta, GA. February 2014 - December 2017
CASE MANAGER
Life Goes On Case Management Lithonia, GA. March 2014 - February 2015 CASE MANAGER
Uni Health Source Austell, GA. April 2011 - February 2014
• Leveraged RBM system to manage sales activities and track sales performance.
• Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
• Developed safety plans for families
• Provided case supervision, case assignments, and approval of closed cases for 30 social workers managing child welfare cases
• Managed 30 abuse and neglect cases, including intakes, investigations, and referrals for children
• Complete home assessments and interview clients and children
• Performed investigation on new intake cases
• Meet case closure goals weekly.
• Developed appropriate care plans for at-risk individuals and high-risk families.
• Monitored and evaluated delivery of services to clients to maintain quality care.
• Interviewed clients to highlight needs and develop personalized care plans for safety.
• Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
• Communicated with legal services providers, social services agencies and local judicial systems regarding cases.
• Assessed cases for instances of abuse and neglect and took appropriate action.
• Developed care plans, update treatment plans, maintain care plan goals
• Managed 30 cases, conducted homevists, educated clients on safety
• Give resources, management care, evaluate client's services, coordinate care
• Monitor client's overall health needs
• Maintain weekly/daily contact with clients
• Maintain client's charts for Quality & Assurance, document and maintain case notes
• Assisted patients in receiving high-quality, appropriate care
• Controlled customer/client care costs through review of options and standards of care
• Reviewed treatment plans against individual goals and healthcare standards
• Incorporated evidence-based care into a practice environment to ensure high-quality care for patients and their families
CUSTOMER SERVICES & SALES MANAGER
C & E Motorcoach Austell, GA. May 2002 - May 2009 LEAD CUSTOMER
Home Depot Atlanta, GA. January 1996 - February 2002
• Remained alerted to conditions that interfered with the safety and well-being of residents
• Assisted patients with multiple chronic diagnoses with services
• Delivered high-quality and compassionate treatment to indigent and low-income patient community
• Assisted customers in selecting services and products
• Maintain a caseload of 98 clients
• Reviewed treatment plans against individual goals and healthcare standards.
• Maintained currency on industry trends & changes, participated in professional development opportunities to strengthen product and service knowledge
• Trained new sales employees
• Maintained product, service, and company policy knowledge
• Met with each associate to establish realistic monthly sales goals
• Processed payroll
• Oversaw the company's opening and closing procedures, including reconciling cash drawers and making bank deposits
• Process new hire's orientation
• Dispatched drivers and maintain the driver's schedule.
• De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
• Answered inbound calls, chats, and emails to facilitate customer service.
• Process telephone sales, credit card, special orders, and cash transactions
• Answered call center system
• Research product information
• Schedule employees
• Train new employees
• Maintain various reports
• Process opening and closing procedure.
• Researched resolutions, contacted necessary departments, and responded to customers by phone, mail, or fax as a follow-up.
• De-escalated customer issues with proven conflict mediation and problem-solving abilities.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
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