De Andre Paul
Houston,TX
Summary
Results-driven Case Management Specialist with over 10 years of experience in optimizing performance metrics and enhancing customer satisfaction. Recognized as a Top 5 Team Leader, effectively managing high-volume caseloads while mentoring teams to exceed operational efficiency and workflow compliance.
Overview
17
17
years of professional experience
Work History
Customer Service Agent
Transworld Systems
Houston, Texas
09.2024 - Current
- Champion high-volume account resolutions and customer account portfolios for key PEPCO enterprise clients.
- Direct high-touch client communications across billing inquiries, structured payment solutions, and multi-tier dispute resolution protocols.
- Ensure 100% data fidelity by maintaining comprehensive account documentation while strictly adhering to internal compliance frameworks.
- Manage volatile caseloads and rapid queues efficiently while maintaining top-tier quality assurance and client satisfaction scores.
- Leverage targeted problem-solving mechanisms to accelerate workflow efficiencies and bypass account processing bottlenecks.
Case Manager / Team Lead
Sutherland Global Services
Houston, Texas
12.2020 - 01.2024
- Conducted service monitoring and care coordination, providing high-level customer experience (CX) across diverse client profiles.
- Optimized cross-functional team productivity, earning distinction as a Top 5 Team Leader (2021) and Top 10 Leader in Metrics globally.
- Achieved the organization's highest net team production and data metrics throughout the fiscal years of 2020–2021.
- Coordinated client life cycles including custom order fulfillment, product marketing, strategic sales alignment, and live technical support.
- Mentored, coached, and upskilled team members, translating key performance indicators (KPIs) into actionable team production targets.
Medical Appointment Scheduler
Texas Children's Hospital
Houston, Texas
07.2021 - 12.2022
- Managed strict appointment lines and intensive call volumes in a fast-paced clinical healthcare ecosystem.
- Minimized queue hold times and caller abandon rates by applying prompt communication routines.
- Utilized structured empathy and proactive active listening techniques to secure elite client satisfaction ratings.
- Provided comprehensive directory services, healthcare info management, and patient care routing inquiries.
Private Account Services Representative
Omaha Steaks
Houston, Texas
01.2017 - 08.2020
- Overcame concurrent operational demands and high call center queues using structured multitasking parameters.
- Fostered customer retention and lifetime value by adapting product recommendations to specific client lifestyle profiles.
- De-escalated volatile account complaints efficiently, establishing robust client trust and continuous loyalty.
Benefits Enrollment Specialist
Conduent
Houston, Texas
03.2015 - 10.2016
- Navigated qualified prospects through end-to-end Medicare enrollment, resource matching, and specific benefit provisions.
- Deciphered complex healthcare plan guidelines, insurance tier matrices, and dynamic compliance benchmarks for clients.
- Tracked and cataloged multi-channel call resolutions in absolute alignment with CMS regulatory criteria.
- Maintained targeted operational metrics throughout intensive seasonal open enrollment campaigns.
Corporal (19-K M1 Abrams Tank Crewman)
U.S. Army
01.2010 - 06.2014
- Demonstrated high discipline, team safety management, and rapid tactical decision-making within high-stress deployments.
- Oversaw asset readiness, hardware systems validation, and group coordination protocols under critical mission requirements.
Education
English Communication & Music -
New York University
01-2010
High School Diploma -
August Martin High School
01-2009
Skills
- Case Management
- Team Leadership & Coaching
- Escalation Management
- Resource Coordination
- Customer Satisfaction (CSAT)
- Client Relationship Management (CRM)
- Service Level Agreements (SLA)
- Account Resolution
- Process Optimization
- Cross-functional Collaboration
- Technical Troubleshooting
- Microsoft Office Suite (Advanced Excel & Word)
- Adobe Photoshop
- Adobe Premiere
- FL Studio
- Data Entry & Verification
- High Call Volume Management
- Typing Speed: 78–84 WPM
Core Competencies Technical Skills
Case Management, Team Leadership & Coaching, Escalation Management, Resource Coordination, Customer Satisfaction (CSAT), Client Relationship Management (CRM), Service Level Agreements (SLA), Account Resolution, Process Optimization, Cross-functional Collaboration, Technical Troubleshooting, Microsoft Office Suite (Advanced Excel & Word), Adobe Photoshop, Adobe Premiere, FL Studio, Data Entry & Verification, High Call Volume Management, Typing Speed: 78–84 WPM
Timeline
Customer Service Agent
Transworld Systems
09.2024 - Current
Medical Appointment Scheduler
Texas Children's Hospital
07.2021 - 12.2022
Case Manager / Team Lead
Sutherland Global Services
12.2020 - 01.2024
Private Account Services Representative
Omaha Steaks
01.2017 - 08.2020
Benefits Enrollment Specialist
Conduent
03.2015 - 10.2016
Corporal (19-K M1 Abrams Tank Crewman)
U.S. Army
01.2010 - 06.2014
English Communication & Music -
New York University
High School Diploma -
August Martin High School