Customer Support & Case Management Specialist

BRITNEY JACKSON

Rockford, IL 815-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Versatile and customer-focused professional with experience in client support, case management, and high-volume service environments. Skilled in communication, problem-solving, documentation, and handling sensitive situations with professionalism and care. Known for staying organized under pressure and adapting quickly to new systems and workflows. Seeking a remote position in customer support, administrative assistance, or client services where strong interpersonal and organizational skills can contribute to team success.

CORE SKILLS

Customer & Client Support (phone, in-person, or chat)

Case Management & Documentation

Problem-Solving & Conflict Resolution

Data Entry & Record Keeping

Time Management & Multitasking

Cash Handling & POS Systems

Communication (written & verbal)

Fast Learning with New Systems & Software

PROFESSIONAL EXPERIENCE

Case Manager

Stepping Stones of Rockford, Inc. Rockford, IL

June 2018-September 2022

Managed client cases with attention to accuracy, confidentiality, and timely follow-up

Communicated with clients to assess needs, provide updates, and ensure proper documentation

Coordinated with internal teams and external partners to resolve issues efficiently

Provided direct care to mentally ill older adults during the COVID-19 pandemic

Maintained detailed records and updated case files in digital systems

Prioritized multiple cases at once while meeting deadlines and compliance standards

Wellness Advisor

JDRC Managed Services (Sunnyside Dispensary) Rockford, IL

January 2024-April 2026

Assisted customers in selecting products based on individual needs while ensuring compliance with regulations

Maintained accurate product knowledge and provided clear, professional guidance

Processed transactions using POS systems and handled cash/card payments

Ensured inventory accuracy and restocked products as needed

Delivered high-quality customer service in a fast-paced retail environment

Shift Supervisor

Starbucks Rockford, IL

April 2013 – June 2018

Provided friendly and efficient customer service in a high-volume setting

Supervised and supported a team of baristas during shifts, ensuring efficient store operations and high-quality customer service

Handled cash transactions and maintained accurate register balancing

Managed multiple orders simultaneously while maintaining quality and speed

Worked collaboratively with team members during peak hours

EDUCATION

Liberty University

Bachelor of Psychology – Human Services 2016

TECHNICAL / REMOTE READINESS

Comfortable with Microsoft Office / Google Workspace

Quick learner with CRM and scheduling systems

Experience with POS and digital record-keeping systems

Strong internet communication skills (email, messaging, customer interaction tools)

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