Derlyn Dayana Downs Wilson
Austin,Texas
Summary
Dedicated case manager with expertise in customer relationship management, time management, and creative problem solving. Proven track record in developing outreach programs and facilitating effective communication to enhance client support. Dedicated Case Manager with a focus on client support and community outreach. Proven ability in conflict management and effective communication, enhancing client engagement and satisfaction.
Overview
8
8
years of professional experience
Work History
Case Manager
TXOR Austin/ Catholic Charities Fort Worth
Fort Worth, Texas
09.2023 - 12.2025
- Documented case notes and maintained accurate client records in databases.
- Developed community outreach programs to enhance client engagement and support.
- Educated clients on available services and resources for self-advocacy.
- Maintained accurate case records and documentation according to agency guidelines.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Counseled clients on available resources within the community that could help meet their needs.
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Supported family members by providing information on local support groups.
- Utilized case management software and databases for efficient information tracking.
- Maintained confidentiality and adhered to professional ethics and standards.
- Identified barriers to client success and developed strategies to overcome them.
- Provided referrals to appropriate medical, mental health, and social services.
- Assisted clients in setting realistic goals and developing action plans.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
Client Service Coordinator
TXOR
Austin, TX
09.2023 - 12.2025
- Coordinated client communications and scheduled appointments effectively.
- Managed client inquiries and resolved issues promptly.
- Maintained accurate client records in CRM systems.
- Assisted in onboarding new clients with necessary documentation.
- Provided product information and support to clients as needed.
- Handled administrative tasks to support client service operations efficiently.
- Monitored incoming emails from clients and responded accordingly within 24 hours.
- Provided excellent customer service to clients by responding promptly to inquiries and resolving any issues in a timely manner.
- Developed strong relationships with clients through regular contact and follow-up communication.
- Managed client accounts, including billing, payments and scheduling of services.
- Developed strategies for dealing with difficult customers while maintaining a professional demeanor.
- Assisted with the preparation of presentations, reports and other documents related to client services.
- Setup and maintained client management system used to compile client appointment information.
- Facilitated onboarding sessions for new clients, introducing them to our products and services.
- Coordinated events to raise community awareness and demonstrate organization's value to clients.
- Provided technical support for software applications used by customers when needed.
Front Desk Receptionist
Morgans Rock Hacienda and Ecolodge
San Juan Del Sur , Nicaragua
10.2017 - 03.2018
- Greeted and assisted guests with check-in and check-out processes.
- Managed phone calls and directed inquiries to appropriate departments.
- Maintained accurate records of guest reservations and special requests.
- Coordinated with housekeeping to ensure room readiness for incoming guests.
- Handled guest complaints and resolved issues promptly and professionally.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Greeted customers warmly and made them feel welcome.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Explained policies and procedures to visitors.
- Responded to inquiries and room requests made online, by phone, and via email.
Education
High School Diploma -
Moravian High School
International12-2005
Some College (No Degree) - Computer and Information Systems
Bluefields Indian And Caribbean University (BICU)
InternationalSkills
- Customer relationship management
- Case documentation
- Communication skills
- Time management
- Event coordination
- Data entry accuracy
- Conflict management
- Team collaboration
- Client support
- Creative problem solving
- Documentation
- Microsoft Excel
- [Software] CRM system proficiency
- Verbal and written communication
- Technical troubleshooting
- Report creation
- Computer proficiency
- Call center operations
- Punctuality and reliability
- Account management
- Skype
- Escalation management
- Cultural awareness
- Multitasking and organization
- Typing proficiency
- Decision-making
- Microsoft PowerPoint
- Service standard compliance
- Information security
- Active listening
- Banking operations support
- Customer relations
- Adaptability and flexibility
- Coordination
- Opening and closing accounts
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Case Manager
TXOR Austin/ Catholic Charities Fort Worth
09.2023 - 12.2025
Client Service Coordinator
TXOR
09.2023 - 12.2025
Front Desk Receptionist
Morgans Rock Hacienda and Ecolodge
10.2017 - 03.2018
High School Diploma -
Moravian High School
Some College (No Degree) - Computer and Information Systems
Bluefields Indian And Caribbean University (BICU)