Customer Service Case Manager

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Irene Jones

Charlotte, NC ***** 980-***-**** *************@***.***

PROFESSIONAL SUMMARY

Strategic and compassionate Case Manager & Customer Service Leader who brings a strong background in coordinating individualized care plans, conducting client assessments, facilitating referrals, and monitoring progress across diverse populations. Showcases strengths in managing caseloads, maintaining documentation, leading group sessions, and delivering client support with a focus on advocacy, goal setting, and resource navigation. Builds trust through empathetic communication, active listening, and consistent follow through, leading to creating strong relationships that support successful engagement and positive outcomes. CORE COMPETENCIES

● Case Management

● Client Needs Assessment

● Medical Office Administration

● Program Coordination

● Customer Service Excellence

● Resource Navigation & Referrals

● Microsoft Office Suite

● Strong Relationship Building

● Interpersonal Communication

WORK EXPERIENCE

55 Silver California City, CA May 2023 – Nov 2024 Case Manager (Remote)

● Monitored the progress of 25 clients enrolled in a sober living rehabilitation program by conducting weekly check-ins and maintaining documentation within each client’s EHR

● Provided one-on-one support to clients in identifying employment opportunities and developing individualized aftercare plans that met their goals for independence

● Led virtual group sessions via Zoom each week aimed at guiding discussions on substance abuse education, coping strategies, and relapse prevention techniques

● Built positive working relationships with clients by maintaining consistent communication, demonstrating empathy, and responding to their needs during the recovery process

● Organized and updated treatment documentation and reporting logs to comply with facility standards and support case continuity across staff teams

Chimes/Bank of America Charlotte, NC Sept 2021 – Oct 2022 Customer Service Representative

● Managed a high volume of incoming calls from Bank of America employees to provide assistance regarding health benefit coverage, billing discrepancies, and HR policies

● Delivered explanations of medical benefit plans, eligibility criteria, and claim statuses to help employees make guided decisions about their healthcare

● Liaised with internal departments and external vendors to escalate inquiries and follow up on unresolved service issues

● Utilized internal knowledge bases and software platforms to track and record each customer interaction Alight Temp Agency Charlotte, NC Sept 2019 – Dec 2019 Customer Service

● Answered inbound calls from State Farm employees to provide guidance on navigating their 401(k) plans, including rollovers, withdrawals, and contribution adjustments

● Delivered explanations of retirement plan and options to help participants make financial decisions regarding savings

● Processed new hire retirement enrollments and followed up on enrollment issues to create efficient onboarding procedures and improved benefits participation rates

● Maintained call logs and account notes to sustain consistency across shifts and facilitate follow-up when needed SunSet Solutions Charlotte, NC Apr 2019 – Sept 2019 Collections/Customer Service

● Conducted daily outbound calls to customers with overdue credit card balances and payday loans to discuss financial obligations and offer repayment options

● Effectively negotiated settlement agreements based on the customer’s financial circumstances

● Entered all call outcomes, payment arrangements, and account updates into CRM systems to track collections progress Educational Opportunity Center Troy, NY Dec 2014 – July 2016 Office Assistant

● Managed front desk responsibilities by greeting visitors, answering phones, and directing inquiries to personnel

● Supported administrative workflows across departments by assisting with filing, scanning, scheduling, and data entry

● Conducted online research on college programs and job market trends to provide students with relevant resources and opportunities for advancement

NCO Financial Solutions Charlotte, NC July 2009 – Nov 2011 Collections Specialist

● Reached out to account holders regarding overdue balances and discussed viable repayment options

● Updated account records with notes from all conversations including data accuracy to progress case solution

● Handled private financial information with discretion while meeting monthly call volume and recovery benchmarks Bonus Building Care Charlotte, NC Feb 2004 – Aug 2007 Office Manager

● Oversaw a variety of daily office functions, including opening and closing the location, managing documentation, and handling incoming requests from staff and clients

● Scheduled meetings, tracked appointments, and supported reporting tasks by maintaining organized filing systems and communication logs

● Processed company data to help management keep accurate records and maintain continuity across business functions Castle Point Hospital VA Beacon, NY Jan 2000 – Aug 2002 Nurse Assistant

● Assisted veterans with daily activities such as feeding, bathing, dressing, and movement support

● Took and recorded vital signs for patients multiple times per shift with data entry into electronic records for review by nursing staff and medical professionals

● Supported nurses with basic clinical tasks related to changing dressings and monitoring patient responses EDUCATION

● Arcs in Life Coach, Mar 2020 – Present

● CADTP – SUDRC Certification in Substance Abuse Counselor, June 2023 – Present

● Mildred Elley School, Albany Campus – Business Studies, May 2015 – June 2017

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