Customer Service Case Management
Resume:
Sonya Adams
*************@*****.***
Objective
Dedicated and service-driven professional with a background in office operations, case management, and HR support, offering 5+ years of experience in client-facing and team coordination roles. Proven ability to provide compassionate service, resolve issues, and support individuals in high-pressure environments. Seeking to apply my communication, problem-solving, and multitasking skills in a dynamic customer service role.
Professional Experience
Human Resources Specialist
District Healthcare Services – Washington, DC
Dec 2023 – Present
Resolved over 75+ employee inquiries monthly with a 95% satisfaction rate, ensuring fast and empathetic issue resolution.
Supported 10+ wellness and mental health trainings, resulting in a 22% increase in employee participation.
Aided in reducing employee turnover by 12% in six months through proactive support and case management.
Managed conflict resolution cases with a 100% confidentiality compliance rate.
Case Manager
Livingston Senior Living – Washington, DC
May 2022 – Dec 2023
Conducted assessments and developed care plans for 150+ patients, improving care coordination efficiency by 30%.
Secured community services and benefits for 85% of assigned patients, enhancing access to critical resources.
Reduced hospital readmissions by 18% through timely discharge planning and follow-up.
Handled an average of 20 patient cases per week, with a 98% compliance rate in documentation and care standards.
Office Manager
Summit Food – Washington, DC
Jan 2020 – Jan 2022
Managed daily operations for a team of 100+ employees, increasing service efficiency by 25% through new scheduling protocols.
Reduced supply costs by 15% annually through vendor renegotiations and inventory controls.
Handled customer service escalations, resolving 95% of issues within 24 hours.
Contributed to a 20% increase in client retention through improved front-line service practices and staff training.
Education
Associate of Science in Business Management
Colorado Technical University – Camp Springs 2022
Relevant coursework: Customer Relations, Organizational Behavior, Project Management
Skills
Customer Service & Client Support
Conflict Resolution & Empathy
Verbal & Written Communication
Call Center & Front Desk Experience
Documentation & Case Notes
Microsoft Office (Word, Excel, PowerPoint)
CRM & HRIS System Familiarity
Time Management & Multitasking
Certifications
Fundamentals of Machine Learning & AI (IT Certification)
Six Sigma White Belt
Exploring AI Use Cases
PMP (In Progress)
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