Customer Service Case Manager
Resume:
Antoinette Nailon
Minneapolis, MN *****
***************@*****.***
Professional Summary
· Antoinette is a highly skilled professional with a solid background in customer service and administration. She possesses a keen attention to detail and excels in understanding and meeting customer needs.
· In her recent role, she functioned as a crucial link between internal stakeholders and external vendors in the realm of housing services. Her responsibilities included handling inbound and outbound communication channels such as calls and emails, demonstrating her adeptness in communication and problem-solving.
· She maintained regular communication with clients for updates on medical matters, processed claims, and filed appeals when necessary. Antoinette also provided invaluable support to clients during challenging situations, such as handling grievances and assisting with obtaining back payments.
· Her proficiency in data management using Excel ensured the efficient organization and processing of client information, contributing to the smooth operation of her responsibilities.
· Antoinette's role extended beyond client management as she also provided essential office support functions, including calendar management and inventory control.
· Overall, Antoinette's professional history showcases her dedication to delivering exceptional customer service, her adeptness in managing complex tasks, and her proficiency in utilizing various tools and resources to streamline operations.
· Availability: Available for an interview after 24-48 hours prior notice and can join ASAP. Work Experience
Dexian
Verra Mobility
February 2025 to May 2025
· Taking in bound calls
· Dealing with complaints
· Processing orders
· Addressing concerns
· Documentation
Customer Service Representative
Kelly Services-Minneapolis, MN
July 2024 to November 2024
· Annual Healthcare Renewal
· Work with Different Companies
· Taking with clients about different programs and insurance options
· Assist with help logging into accounts
· Inbounded outbound calls
· Medical billing
Customer Service/Case Manager
Midwest Disability-Minneapolis, MN
January 2023 to March 2024
· Managed a caseload of 30 clients. Inbound and outbound calls
· Made regular calls to clients for medical updates. Medical claims
· Processed claims for clients.
· Maintained regular communication with Social Security offices to stay updated on cases.
· Filed appeals for denied claims or on behalf of deceased clients.
· Handled grievances related to lost parents or partners of clients.
· Assisted clients in obtaining back SSI payments.
· Represented clients in appealing decisions made on their behalf.
· Utilized Excel for data management while fulfilling responsibilities ensuring efficient organization and processing of client information.
Office Support/CSR
Prime Therapuetics-Minneapolis, MN
July 2020 to December 2023
· Worked with a variety of clients with healthcare insurance.
· Medical claims
· Assisted clients through the state or job.
· Provided help on the back end of pharmacies to get prescriptions approved.
· Assisted clients in applying for insurance and going over options during peak season.
· Managed a high-volume call queue.
· Overrode payments with doctors and pharmacies.
· Provided office support work, including calendar management, and managing office supplies, while working in this company.
· Utilized Excel for organizing and managing client information in the system Claims Representative
Rose International
February 2020 to December 2022
· Claims representatives worked for insurance/food markets companies to settle claims through the evaluation of facts of a customer's situation surrounding their claim.
· They were responsible for determining whether the loss was covered and what compensation should be.
· They investigated thoroughly to ensure that the claim was not fraudulent and may have been required to contact relevant third parties.
· Ultimately, claims representatives negotiated insurance settlements, authorized payments, and kept records.
Customer Service Representative
Target-Brooklyn Park, MN
January 2016 to March 2022
· Inbound and Outbound calls were made to customers regarding their orders or their Target account.
· Emails and chats were utilized for guest services.
· On-site meetings occurred.
· Navigation between dual screens and programs was done. Case Manager
The Bridge for Youth-Minneapolis, MN
June 2016 to December 2020
· Provided 24/7 service for youth between the ages of 15 to 23 years old.
· Helped to find resources for homelessness and pregnancy.
· Centre was open for runaways.
· Conducted goal planning and meetings with case workers or parents. Customer Support Representative/Case Manager
Catholic Charities-Saint Paul, MN
April 2007 to June 2016
· Worked as a vigilant for the facilities, safety, and security.
· Provided high-quality customer service to all persons by completing all applicable client and/or resident requests.
· Advocated for homeless and mental illness.
· Maintained a level of knowledge about past and current residents or clients to serve their needs.
· Answered customers' questions regarding merchandise and pricing.
· Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge.
· Responded to customers' requests for products, services, and information with resourcefulness, skill, and advanced use of internal knowledge base.
· Responded to and submitted incident reports for all instances of chemical abuse, theft, threats, and violations of program rules.
· Provided appropriate intervention relating to disputes among residents and/or clients.
· Provided admin support to Narcan. Handled overdose and self-harm.
· Provided first aid and CPR, etc.
· Worked as a case manager for 9 clients.
· Met with each one once a week, assisted with care and finding housing, financial resources, and/or any other resources.
· Promoted available services to customers during service and account management.. Education
High school Diploma
Patrick Henry High School - Minneapolis, MN
January 2000 to December 2000
Skills
• Customer service
• Developmental disabilities experience
• Microsoft Excel
• Time management
• Phone etiquette
• Inbound/outbound calling
• Salesforce
• Organizational skills
response
• Microsoft Office
• Case
management
• English
• Detail-oriented
• Teamwork
• Data entry
• Microsoft Word
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