Dianna Lott
Memphis,TN
Summary
Facilitated comprehensive case management services to enhance client outcomes and satisfaction.
Overview
16
16
years of professional experience
Work History
Case Manager
Veritas
Memphis, TN
05.2025 - Current
- Conduct interviews, collect and prepare documentation related to the case.
- Work state system prompts to maintain case data updated
- Monitored client progress, adjusting care strategies to enhance effectiveness.
- Conduct research to locate non-custodial parents.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Provided leadership, guidance and support to staff members.
- Trained new staff on case management protocols and client engagement techniques.
- Receive, assess, and resolve client complaints
CONTACT REPRESENTATIVE
Internal Revenue Service
Memphis, TN
06.2024 - 02.2025
- Provide professional assistance to taxpayers via phone and other communication channels
- Answer incoming calls from taxpayers regarding tax-filing, payment options, account information, and tax law compliance
- Provide information on filing deadlines forms and tax deductions
- Explain tax calculations and payment options
- Assist with account updates and resolving basic tax issues
- Maintain accurate records of taxpayer interactions
REPAIR TECHNICIAN
Flextronics
Memphis, TN
04.2021 - 05.2024
- Install, maintain, and repair laptop computer
- Enter test data into appropriate statistical process control system
- Perform online testing and inspections to ensure parts meet production stands
- Troubleshoot system failures or bugs and provide solutions to restore functionality
CASEWORKER
Maximus
Memphis, TN
10.2017 - 03.2021
- Provide case management service to an assigned case load of child support cases
- Apply knowledge of policies, procedures, state and federal regulations to progress cases through the administrative and legal system
- Establish and enforce child support orders
- Conduct research to locate non-custodial parents
- Educate customers on the process and their options, customer service, and respond to customers inquiries
- Research and review records to gather information vital for cases
- Verify existing data on an automated child support system
- Customer Service
MAIL HANDLER
FedEx
Memphis, TN
01.2018 - 12.2018
- Sort small packages by hand, including pushing and carrying
- Scan small packages to determine the appropriate conveyor system
- Prepare small packages for delivery using scanners, handheld printers and package materials
- Collaborates with other handlers to maintain smooth workflow
SUBSTITUTE TEACHER
Memphis City Schools
Memphis, TN
08.2010 - 10.2017
- Fulfill short term substitute assignment across all subjects and grades
- Instruct classes of as many as 35 students
- Communicate with teachers and staff, use lesson plans, assign classwork and homework, keep classroom in order
Education
MASTER'S DEGREE - BUSINESS ADMINISTRATION
University of Phoenix
02-2014
Skills
- Case Management
- Customer service
- Software troubleshooting
- Payroll
- Banking
- Microsoft Excel
- Office management
- Microsoft Office
- 10 Key Data Entry
- Teaching
PERSONAL INFORMATION
Work Permit: Authorized to work in the US for any employer
Timeline
Case Manager
Veritas
05.2025 - Current
CONTACT REPRESENTATIVE
Internal Revenue Service
06.2024 - 02.2025
REPAIR TECHNICIAN
Flextronics
04.2021 - 05.2024
MAIL HANDLER
FedEx
01.2018 - 12.2018
CASEWORKER
Maximus
10.2017 - 03.2021
SUBSTITUTE TEACHER
Memphis City Schools
08.2010 - 10.2017
MASTER'S DEGREE - BUSINESS ADMINISTRATION
University of Phoenix