Customer Service Leader and Caregiver Specialist

TINA CALHOUN

Granada Hills, CA *****

**************@*****.*** 818-***-****

PROFESSIONAL SUMMARY

Dedicated and goal-driven Customer Service and Operations Manager with 15+ years of experience leading high-volume teams, improving service delivery, and driving revenue. Experienced Caregiver and Case Manager providing compassionate in-home assistance, coordinating care plans, and supporting diverse client needs. PROFESSIONAL EXPERIENCE

Caregiver / Case Manager — Private Caregiving, Granada Hills, CA (2022–Present)

• Provide daily personal care and support to elderly and disabled clients.

• Manage care plans, medical appointments, prescriptions, and documentation.

• Coordinate communication between families, caregivers, and medical providers.

• Assist with mobility, meal preparation, transportation, and medication reminders. Customer Service Manager — JMS Air Conditioning & Heating, Van Nuys, CA (2015–2024)

• Managed a customer service team of five in a high-volume HVAC environment.

• Coached staff on communication, closing techniques, and performance goals.

• Handled escalated customer concerns with professionalism and care.

• Wrote service proposals and collaborated on revenue strategies with ownership. Customer Service Representative — JMS Air Conditioning & Heating (2014–2015)

• Managed high-volume inbound calls using the Five9 system.

• Scheduled service appointments and coordinated with dispatch.

• Processed customer payments and assisted with collections. Office Manager — Devine Air, Chatsworth, CA (2011–2014)

• Coordinated scheduling, dispatching, billing, and invoicing operations.

• Managed customer communication and resolved service-related inquiries.

• Conducted follow-ups for past-due accounts.

Additional Experience

Underwriter — Balboa Law Group, Van Nuys, CA (2009–2011) Handled loan files, documentation, and lender communications. Assistant Manager — Leslie’s Pools, Chatsworth, CA (2007–2009) Supervised sales team, managed inventory, and supported commercial accounts. Escrow Assistant — Financial Title, Woodland Hills, CA (2005–2006) Opened and processed escrow accounts, prepared documents, and resolved service issues. SKILLS

Case Management • Care Planning • Customer Service • Patient Advocacy • Escalation Resolution • Proposal Writing

Office Management • Appointment Coordination • QuickBooks • Microsoft Excel & Word • CRM & Dialer Systems

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