Case Manager
Cynthia Valdez
AUTOMATION (LG Global Corporation)
Cedar Rapids,IA
13
Years of experience
Ambitious Client Relations Professional with over 15 years of experience in creative problem solving and effective teamwork. Managed comprehensive global case management while de-escalating legal and product liability complaints, ensuring client stability through crisis intervention strategies. Committed to handling confidential customer information with integrity.
Work History
5 Years 5 Months
05.2021 - Current
5 Years 5 Months
Presidential Case Manager
AUTOMATION (LG Global Corporation) | Huntsville, AL
05.2021 - Current
- Work for Office of the President of LG Corporation as a Presidential Case Manager Liaison solving customer's needs and issues with escalations about their purchased products.
- Work securely from two company secured sites with clearance. Interfaced with customers using Chrome, Explorer, & Better Business Bureau platform for effective communication.
- Types of communication include making outbound calls daily as needed and using a texting and emailing system. Collected, arranged, and input information into the database system.
- Maintain a positive and friendly attitude and handle each escalation, case-by-case.
- Manage & streamline communication for 50+ cases weekly.
- Handle all sensitive and confidential customer information with integrity.
- Exercise discretion screening telephone calls with customer communication.
- Handle all questions, complaints and request on behalf of the President with good judgement.
- Work across the board with multiple management teams, multiple legal avenues, engineers, technicians, and dealers to quickly resolve all customer complaints & issues.
- Prepared accurate status updates, documentation, and follow-up actions for leadership review.
- Mentored & trained team members on communication standards, issue tracking, and escalation procedures.
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
9 Months
08.2020 - 05.2021
9 Months
Advisor II (Concentrix took over my department)
AUTOMATION (LG Global Corporation)
08.2020 - 05.2021
- Interfaced with customers via inbound and outbound calls regarding client products and services. Work securely from two company secured sites with clearance. Listened to customer complaints and ensured resolution by call end.
- Advised cross-functional teams on automation workflows and operational best practices.
- Analyzed process gaps and recommended efficiency improvements across connected systems.
- Quickly de-escalated customers in a friendly professional manner.
- Evaluated client needs to recommend appropriate solutions and next-step actions.
3 Years 4 Months
05.2013 - 09.2016
3 Years 4 Months
Medical Administrative Office Assistant
DR. CLARDY
05.2013 - 09.2016
- Managed EMR patient scheduling system for medical appointments, ensuring efficient patient flow. Assisted with patients' vision and health insurances and all the medical filing and office supply orders. Operated two cash registers, processed daily deposits and change orders, and balanced registers for accurate financial reporting. Fit customers for contacts and helped with glasses. Worked with office machines and multi-line phone system.
- Managed patient scheduling and appointment confirmations with accuracy and calendar coordination for office operations.
- Coordinated front office communications, directing calls and inquiries efficiently.
- Maintained confidential records, filing systems, and medical documentation.
Education
Alabama State Community College | Rainsville
1 yr.
Dade County High School | Trenton, GA
Degree
Skills
Excel
EMR system
Word
Microsoft
(BBB) Better Business Bureau
(AG) Attorney General
Product Liability
Client relations management
Personal Information
Title: GLOBAL CASE MANAGER
Timeline
Presidential Case Manager
AUTOMATION (LG Global Corporation)
05.2021 - CurrentRead more
Advisor II (Concentrix took over my department)
AUTOMATION (LG Global Corporation)
08.2020 - 05.2021Read more
Medical Administrative Office Assistant
DR. CLARDY
05.2013 - 09.2016Read more
Dade County High School - ,
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Alabama State Community College - ,
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