Cozette Harrell
Baltimore,MD
Summary
Proficient Senior Case Manager prepared to bring experience and professional knowledge to new role with room for growth and advancement. Specializing in resource advocacy, case planning and team communication. Excellent communicator and problem solver with a focused and results-oriented approach.
Overview
10
10
years of professional experience
Work History
Senior Case Manager/Placement and Retention Specialist
Living Classrooms Foundation, Project SERVE
Baltimore, MD
10.2021 - Current
- Oversee Case Management team and Placement and Retention Coordinator and general office support for Project SERVE workforce development program
- Work with the program Director and Operations Manager to meet grant requirements, report on employer, placement, and retention metrics
- Establish and maintain a list of employer components, program resources, potential employer/educational partnerships to aid members for placement and retention services
- Conducted assessments to determine individual service requirements and care needs.
- Coordinated services between multiple agencies, providers, and stakeholders to ensure optimal outcomes.
- Provided crisis intervention services in emergency situations.
- Developed and implemented case management plans for individuals with complex needs.
- Facilitate daily meetings, member onboarding, weekly workshops/trainings pertaining to workforce development.
Customer Care Analyst/Team Lead
Baltimore City Department of Public Works CSSD
Baltimore, MD
05.2018 - 10.2021
- Assist the public with concerns regarding investigating their water bill account, billing inquiries, account management, assistance programs and other inquiries via phone/in person
- Generate cases to research the meter, billing disputes and account corrections to ensure it goes to the correct department to resolve customers concerns
- Combination of clerical, call center, escalation, and supervisor duties; required to meet monthly/quarterly goals and metrics
- Acted as team lead in supervisor's absence/per request for monitoring the call center, escalations/complaints, staff training, call center communications, scheduling, participation in community events and generating reports.
ICU Total Loss Representative
TalentBurst/Toyota Financial Services
Baltimore, MD
01.2017 - 01.2018
- Combination of clerical and call center duties; required to meet monthly/quarterly goals and metrics for Total Loss process
- Rotating Bi-weekly duties for inbound calls and case work to aid in resolving accounts, generate collections invoices, address customer complaints, contact 3rd party for follow up (GAP provider, insurance companies, and dealership), release lien certificates, generate payoff letters and issue refunds
- Cross trained for special projects, new system trials to improve and meet operational needs.
Fraud Resolution Specialist
EZShield
Baltimore, MD
01.2016 - 01.2017
- Combination of clerical and call center duties handled sensitive customer information to assist with identity theft/fraud protection, customer service and meet daily/monthly metrics
- Maintained case workload, responsible for customer follow up, contacting 3rd party companies to resolve fraudulent accounts, responsible for check fraud cases and issuing refunds.
Government Operations Phone Coordinator
Verizon Wireless
Baltimore, MD
01.2015 - 01.2016
- Call Center setting performed customer transactions and account maintenance for government and business account contracts
- Front line for customer security and call resolution, network solutions and product information
- Tier 1 and 2 device and network troubleshooting.
Customer Support Specialist
On Course Learning/Training Pro
Hunt Valley, MD
03.2014 - 01.2015
- Front desk support, account maintenance, assisted with scheduling needs for courses
- Front line for customer call resolution, assisted with online course troubleshooting, responded to customer's inquiries, and follow-up
- Assistant/support to account representatives.
Customer Service Representative 1
Bank of America, Consumer Card
Baltimore, MD
01.2014 - 01.2015
- Call Center setting performed customer transactions and account maintenance for consumer credit cards
- Front line for customer security and call resolution, assisted with online banking troubleshooting
- Resourceful for all credit card benefits and product information.
Education
Dulaney High School Diploma -
Skills
- 14 years of Customer Service
- Workforce Development
- Management/Supervisory
- Decision Making
- Investigation/Escalations
- Call Center/Call Monitoring
- Conflict Resolution
- Adaptability/Flexibility
- Case Management
- Microsoft Office
- Salesforce/Data Entry Systems
- Payroll
Timeline
Senior Case Manager/Placement and Retention Specialist
Living Classrooms Foundation, Project SERVE
10.2021 - Current
Customer Care Analyst/Team Lead
Baltimore City Department of Public Works CSSD
05.2018 - 10.2021
ICU Total Loss Representative
TalentBurst/Toyota Financial Services
01.2017 - 01.2018
Fraud Resolution Specialist
EZShield
01.2016 - 01.2017
Government Operations Phone Coordinator
Verizon Wireless
01.2015 - 01.2016
Customer Support Specialist
On Course Learning/Training Pro
03.2014 - 01.2015
Customer Service Representative 1
Bank of America, Consumer Card
01.2014 - 01.2015
Dulaney High School Diploma -
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