Customer Service & Case Management Professional

TINA JEFFERSON

Pflugerville, TX 512-***-**** *********.******@*****.***

PROFESSIONAL SUMMARY

Results-driven Customer Service and Case Management Professional with 10+ years of experience resolving complex customer issues, managing caseloads, and supporting client success. Strong background in workforce development and financial services, with proven ability to maintain compliance, analyze data, and improve client engagement. Recognized for accuracy, communication, and delivering consistent results in fast-paced environments. CORE SKILLS

Customer Service • Case Management • Client Relations • Data Entry & Accuracy • Compliance • Reporting • Conflict Resolution • Financial Services • Workforce Development • Time Management PROFESSIONAL EXPERIENCE

Workforce Case Manager – Austin Area Urban League July 2023 – Present

• Manage eligibility determination and case management for workforce programs

• Maintain accurate and timely case records in electronic systems

• Connect clients to employment opportunities and community resources

• Conduct outreach to improve engagement and reduce missed appointments

• Track employment outcomes and prepare performance reports

• Develop and monitor service plans to meet contract deadlines Mortgage Support Specialist – Randolph-Brooks Federal Credit Union Nov 2021 – Feb 2023

• Processed mortgage applications with high accuracy

• Managed document uploads and loan file reconstruction

• Analyzed credit data and verified employment information

• Generated reports and met service level goals

• Processed loan denials in compliance with policies Correspondence Analyst – NetSpend July 2013 – Feb 2021

• Audited high-risk claims and determined customer eligibility

• Investigated customer history using LexisNexis

• Reviewed chargeback decisions for compliance and accuracy

• Communicated claim outcomes clearly to customers

• Ensured proper documentation and resolved discrepancies Vendor Enrollment Specialist – Bank of America Sept 2007 – May 2010

• Enrolled vendors in payment programs

• Maintained and updated Excel spreadsheets

• Managed vendor communications and confirmations

• Uploaded and maintained accurate records

EDUCATION

High School Diploma – Estacado High School, Lubbock, TX CERTIFICATION

Google AI Essentials Certification

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