Bryan Caesar
Case Manager
Houston,TX
Summary
Detail-oriented administrative and customer support professional with extensive experience managing multi-line phone systems, handling high-volume data entry, and maintaining accurate account records. Skilled in streamlining office workflows, resolving customer issues efficiently, and providing reliable administrative support across dynamic environments.
Versatile case management professional with proven track record in coordinating and optimizing client care processes. Expertise in assessing client needs, developing personalized plans, and connecting individuals with appropriate resources. Strong focus on team collaboration and achieving results, adaptable to changing needs, and skilled in communication, problem-solving, and time management. Reliable and goal-oriented, consistently ensuring high standards of service delivery.
Overview
6
6
years of professional experience
Work History
Case Manager Specialist
Percepta
10.2023 - 06.2025
- Managed high-volume multi-line phone systems to coordinate client services and resolve case issues promptly.
- Maintained and updated sensitive client records and internal databases with high attention to detail.
- Streamlined case documentation processes to improve data entry accuracy and efficiency across the team.
- Conducted client follow-ups and ensured timely updates to case files, contributing to compliance and service quality.
- Developed strong relationships with community partners, leading to increased availability of resources for clients in need.
- Managed high caseloads efficiently, prioritizing cases based on urgency and need.
- Maintained accurate and timely documentation for all client interactions, ensuring compliance with regulatory requirements and confidentiality standards.
Customer Service Rep
Arise platform
01.2023 - 10.2023
- Handled inbound customer calls using a multi-line system, addressing inquiries, scheduling, and account needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained customer records in CRM platforms, ensuring data accuracy and consistency.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Consultant
Sutherland Global
04.2022 - 01.2023
- Opened new customer accounts, managed service transfers, and ensured accurate billing adjustments.
- Delivered technical support and educated customers on new service platforms and tools.
- Processed and logged account updates and service orders using company systems.
- Consistently met performance benchmarks for issue resolution time and customer satisfaction.
Health Insurance Representative
Continuum Global Solutions
11.2021 - 02.2022
- Guided customers through insurance plan details and medication coverage options using multi-screen applications.
- Entered and updated client data accurately across multiple platforms.
- Assisted pharmacists with drug formulary clarification, ensuring compliance and proper invoicing practices.
Customer Service Representative
Sykes Enterprises, Incorporated
01.2021 - 11.2021
- Provided account support and dispute resolution while updating account details across internal systems.
- Educated customers on product updates and promotional offerings.
- Collaborated with back-office teams to expedite resolutions and maintain data integrity.
Banker/Teller
Woodforest National Bank
01.2019 - 01.2021
- Opened and managed customer accounts, meeting monthly sales goals and receiving "Banker of the Month" recognition.
- Processed high-volume transactions and maintained accurate financial records.
- Trained peers on new technology and regulatory updates, ensuring operational compliance.
- Assisted in preparing monthly reports and auditing account documentation.
Education
Google Cybersecurity Certificate -
Merit America
05.2025
High School Diploma - undefined
Elsik High School
Houston, TX01.2008
Skills
Proficient in managing multi-line phones
Communication skills
Logical evaluation
Proficient in task management
Time management
Positive attitude
Service excellence
Effective problem resolution
Banking
Case analysis
MS office
Multi-line Phone Systems
Ethical practice
Case planning
Strong time management abilities
Decision-making
Accomplishments
- Achieved 92% case resolution by managing high-volume multi-line phone systems with accuracy and efficiency.
- Handled 100+ daily multi-line calls to coordinate client services, achieving 95% same-day case resolution.
- Supervised team of 10 staff members.
- Collaborated with team of 4 in the development of new CRM.
Timeline
Case Manager Specialist
Percepta
10.2023 - 06.2025
Customer Service Rep
Arise platform
01.2023 - 10.2023
Customer Consultant
Sutherland Global
04.2022 - 01.2023
Health Insurance Representative
Continuum Global Solutions
11.2021 - 02.2022
Customer Service Representative
Sykes Enterprises, Incorporated
01.2021 - 11.2021
Banker/Teller
Woodforest National Bank
01.2019 - 01.2021
High School Diploma - undefined
Elsik High School
Google Cybersecurity Certificate -
Merit America