Carli Burkett
Canyon,TX
Summary
Experienced case management associate, concierge, restaurant server, and online tutor with solid background in reviewing and analyzing data and assisting customers and co-workers within each work setting.
Strengths include high levels of customer service and care, coordinating issues between customers with ongoing legal disputes while ensuring all company rules and regulations were correctly followed, as well as a high level of professionalism and ethics. Self-motivated, dependable, and able to communicate in a concise and professional manner with customers and team members alike. Able to create and implement strategies that improved customer service both as an individual and in a team setting. Skilled in learning new computer programs, point of sales systems, and data entry systems to ensure accuracy of work.
Overview
4
4
years of professional experience
Work History
Case Management Associate
American Quarter Horse Association
Amarillo , TX
01.2022 - 08.2024
- Developed and implemented plans with association members to address their needs with legal matters regarding ownership of their AQHA registered horses.
- Assisted family members and other relations in accessing and transferring ownership of horses and membership accounts when the owner has passed away.
- Analyzed and reviewed legal documents such as last wills and testaments, divorce decrees, and final judgements in order to correctly transfer ownership of horses into the correct accounts.
- Provided and explained the process of affidavits of heirship and affidavits of non-probate of existing wills when no final will was left by the decedent owner of the account.
- Provided information to customers via phone and email in a concise and professional manner while also de-escalating calls and providing some emotional support to customers with deceased family members when needed.
- Completed the transfer of ownership for horses in the case of a divorce or dissolution of a jointly owned account or business as well as legal disputes of ownership once all legal matters were settled by their respective courts.
- Assisted members in adding authorized signers to personal, business, and trust accounts.
- Assisted team members working in other departments such as basic transfers, corrections and duplicate certificate requests, and new foal registrations.
- Entered all transfer and account amendment information in a timely manner, focusing on the accuracy of data being processed and updated.
After-School Tutor
Private Contractor/ Parents of Tutees
Canyon, TX
08.2020 - 05.2022
- Assisted students in understanding and becoming proficient in course material by providing one-on-one instruction via Skype or other video applications.
- Developed tutoring plans for each student, focusing on each child's unique and individual needs.
- Monitored students' progress through contact with parents and provided feedback on subjects and areas which needed the most attention.
- Used creative teaching methods and lesson plans such as games or puzzles to encourage each child to engage with the subject material.
- Assisted in the development of critical thinking skills and problem solving techniques so each child would be able to recognize areas they felt they needed help with.
- Encouraged each child to advocate for themselves when they felt that they did not understand the subject material while also motivating them to succeed.
- Used creative ways to keep student's attention while using video communication since the children were not in an in-person setting due to Covid-19 restrictions.
Concierge Agent
Street Toyota of Amarillo
Amarillo, TX
08.2021 - 11.2021
- Greeted guests upon arrival, providing services and amenities as well as general information as they waited for their vehicle service to be completed.
- Assisted guests with reservations for transportation when the customer did not wish to wait on-site for their service to be completed, as well as arranging for pick up transportation upon completion of service.
- Provided snacks and entertainment options for customers as they waited for their vehicle services to be completed.
- Processed guest check-ins and check-outs in a timely manner that ensured accuracy and a high standard of customer service.
- Assisted in the de-escalation of upset customers as needed while quietly alerting supervisors when additional assistance was required.
- Maintained up-to-date knowledge of all company services and promotions to ensure accurate information was provided to guests.
Education
Associate of Science - Social Sciences
Amarillo College
Amarillo, TX05-2018
Associate of Science - History Education
West Texas A&M University
Canyon, TXSkills
- Data entry proficiency
- Follow-up coordination
- Case and account assessment
- Legal document assessment
- Case Management
- Team building
- Conflict Resolution
- Student and customer advocacy
- Time management and accuracy
- Customer service
- Professional ethics
- Multitasking
Accomplishments
- Awarded an internship with the Chickasaw Nation to assist on an archaeological dig site in the Homelands in 2018 after graduating Amarillo College.
- Have won numerous awards at AQHA for high levels of customer service, having been nominated by different co-workers.
- Have received several recognitions from customers who reached out to management after customer interactions.
- Learned multiple departments at AQHA in a short amount of time, including transfers of ownership, duplications and corrections of certificates, registrations of new foals and older horses, and DNA processing.
- Successfully entered the case management department after less than 18 months working at AQHA, a department that would normally take several years to conquer.
References
- Cheyann Schott, supervised work at AQHA (806) 367-0206
- Caitlin Galvin, parent of tutee (813) 955-1038
- William Dyer, personal reference (806) 673-1374
Timeline
Case Management Associate
American Quarter Horse Association
01.2022 - 08.2024
Concierge Agent
Street Toyota of Amarillo
08.2021 - 11.2021
After-School Tutor
Private Contractor/ Parents of Tutees
08.2020 - 05.2022
Associate of Science - Social Sciences
Amarillo College
Associate of Science - History Education
West Texas A&M University
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