Customer Service Case Manager
Resume:
Sonya Marteins
Sharon Hill PA
***************@*****.***
Summary: Detailed –oriented and organized professional with years of experience in customer service, clerical, and accounting roles. Proven ability to maintain accurate records, process transactions and provide administrative support. Proficient in Microsoft office suite and usage of office equipment. CPR and Harm Prevention certified.
EXPERIENCE:
Stepping Stone Group 9/2024-3/2025
PCA
Assisted children with special needs to participate in classroom curriculum
Monitored behaviors and safety than reported daily progress
Followed care plan for IEP
Provided emotional support as needed
Horizon House 4/2024 – 8/2024
Case Manager
•Participate on team of Multidisciplinary professionals providing comprehensive and flexible services to participants.
•Conduct and coordinate outreach activities to engage participants.
•Submit accurate and timely documentation of interactions and updates on treatment plan goals and outcomes.
•Provide clinical service to participants in their natural environment or program housing.
•Work with participants to develop, implement, and monitor their personal treatment plans.
•Coordinate appropriate linkages to participant’s natural supports and other provider.
Prospect Services 7/2023 – 2/2024
PSA
•Issued companies' equipment to agents for work duties.
•Recorded and logged names of assigned equipment.
•Responsible for upkeep and charge of equipment to be ready for use.
•Maintained Inventory accountability of returned equipment.
Chester Community Charter School 10/2022-2/2023
PCA
•Assisted in transporting Child to school on the school bus.
•Aided in child’s participation in school academic learning environment.
•Monitored behavior of Child while in school
•Engaged and supported activities while in social environment at school
•Maintained daily progress report of behaviors, interactions, and diet intake.
•Transported customer to destination requested.
ModSpace/William Scotsman 2/2018-7/2021
Customer Success Specialist
•Processed all delivery, return and billable service orders for billing.
•Compare signed contracts to items being billed for compliance purposes.
•Assured accurate billing for return units.
•Created addendum to add one-time charges for service orders.
•Handled billing issues called in for customer dispute claims.
•Provided clear, timely and professional responses to client questions via phone, text and email and phone queue.
•Kept records of customer interactions and transaction of customer return and repair of Modular units.
•Performed varied administrative and office support tasks as needed.
•Reviewed Invoicing for correct billing
Resources for human development-HEART services
And SALT programs 09/2016-12/2018
Direct Support Professional:
•Assisted residents in daily living, hygiene, chores, and activities.
•Scheduled and accompanied to appointment and personal shopping.
•Monitored all resident behavior, interaction and medication taken.
•Documented residents’ food and liquid intake as required.
•Reported any changes in resident’s mental status.
MRS 09/2017-1/2018
Collections Representative
•Utilizing telephone techniques conducted outbound and inbound calls to customers to resolve delinquent account on dialing queue.
•Offered and negotiated settlements to resolve accounts.
•Properly documented account for all calls
Delta Community Support 10/2016-9/2017
Direct Support Professional:
•Maintained record of patient care, condition, progress, or problems
•Administered prescribed oral medications, under the written direction of physician or as directed.
•Provided patients with help moving in and out of beds, baths, wheelchairs, and automobiles.
•Dressing and grooming of consumer.
•Cared for patient by changing bed linens, laundry, cleaning and assisting with their personal care.
•Plan and prepare meals for consumers.
•Accompany clients to doctor offices and other trips outside the home.
•Entertain by reading aloud to consumers to keep them mentally healthy and alert.
Philadelphia Parent and Child /CCIS 12/2004-1/2009
Lead Eligibility Case Manager:
•Handled multifaceted clerical tasks including data entry, filing, and records/office management.
•Maintained database and ensured quality services to clients (parents/children/state) while complying with mandated state regulations.
•Monitored and supervised team of 12-14 individuals
•Assigned daily workload.
•Trained staff
•Assisted in monthly and annual performance evaluations.
•Prepared timecards for payroll.
•Researched, resolved, and managed customer issues regarding eligibility and payments.
Intake Specialist:
•Sustained caseload of over 250 customers
•Reviewed customer information to determine eligibility based on subsidized childcare state regulations.
•Maintained computerized database.
•Conducted relations with outside agencies such as DPW, OCDEL and earn centers.
Citi/Sears Trevose, PA
Collection Associates 2002-2004
•Utilizing telephone techniques conducted outbound calls to customers to resolve delinquent account.
•Offered and negotiated solutions to bring accounts to status.
•Excelled in meeting department standards.
•Industrial System Associates Feasterville, PA
•Accounts Payable Clerk 1998-2000
•Processed invoice for payment.
•Assisted Accounts Receivable in solving problem invoices.
•Use of accounts payable and bookkeeping skills was applied.
•Assessed and monitored Receiving invoices daily.
EDUCATION
Delaware County Community College
Accounting / BHHs concentration
References will be furnished upon request.
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