Customer Service Case Management
Resume:
PROFESSIONAL
SUMMARY
SKILLS
EXPERIENCE
LASHANDA
SAVAGE
**************@*******.***
Memphis, TN 38128
Well-organized administrative professional bringing excellent multitasking abilities, developed several years of leadership, customer service, logistics, dispatch, medical office, and administrative experience. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems, and deliver high-impact solutions in fast-paced environments. Adaptable professional with a quick learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning, and successfully navigating change.
• Leadership and management
• Conflict resolution and mentorship
• Microsoft Office, Problem Solving
• Written/Oral Communication
• Customer service/dispatching
• Planning and organizing
• Proficient in Salesforce
• Project Management
• Payroll
• Case management
• Training development
• DOD Certification
INTAKE CASE MANAGER 11/2021 to Current
Still Waters Home Health Agency
Provided ongoing support to clients throughout the case management process, offering guidance and advocating on their behalf as needed.
•
Strengthened relationships with community partners by actively participating in networking events and maintaining open lines of communication.
•
Used critical thinking to break down problems, evaluate solutions and make decisions.
•
Implemented new training materials for staff, enhancing their knowledge of internal processes and industry best practices.
•
Conducted regular audits of case files, ensuring compliance with regulatory requirements and adherence to agency policies.
•
Streamlined reporting procedures, resulting in more accurate data tracking and faster report generation for stakeholders.
•
Created and managed budgets, efficiently allocating resources for social and community service projects.
•
Maintained detailed, accurate records of all client interactions, ensuring seamless handoffs between team members when necessary.
•
Enhanced case management services by collaborating with multidisciplinary teams to develop comprehensive care plans.
•
CALL CENTER SUPERVISOR 09/2019 to 03/2025
Stanley Security
Provide work directions and assignments to monitoring specialists to handle various customer and phone queue assignments, based on current activity and staffing levels.
•
Provides coaching and addresses performance and behavioral concerns for all monitoring specialists.
•
• Assists, as needed, with the interviewing of candidates for open positions. Serves as a general liaison for employees, customers, and visitors; answers questions, provides information, and directs problems to the appropriate party.
•
Applies procedural knowledge and works within company policy to improve individual employee performance via monthly one-on-one meetings.
•
EDUCATION
OPERATIONS MANAGER, CUSTOMER EXPERIENCE 01/2016 to 10/2019 Savage Logistics LLC
Liaised between internal and external stakeholders, providing updated project status and performance reports
•
Monitored daily and weekly schedules and monthly calendar obligations for 10 truck drivers
•
• Make sure drivers have an original load and back haul Supported departmental operations, including filing, monthly report preparation and vendor requisitions
•
• Processed financial documents including contracts, expense reports and invoices. Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
•
Implemented data-driven strategies for continuous improvement in customer experience metrics.
•
Established effective communication channels, fostering strong relationships between team members and departments.
•
Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
•
Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
•
• Scheduled and attended meetings with clients and prospective clients as requested. Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
•
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
•
Baptist College of Health Sciences - Memphis, TN
Bachelor of Science in Healthcare Management
06/2011
Contact this candidate