Natasha Wallace
Riverside,CA
Summary
Versatile background, different types of CSR' s that included many different roles. I am confident in my ability to excel in a data driven and customer focused environment.
Overview
8
8
years of professional experience
Work History
Case Manager
American Honda Motors
10.2023 - 02.2024
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
Case Manager
California Rent Relief
05.2023 - 10.2023
- Determined eligibility for the Covid Impact Program.
- Approved or denied applications based on program criteria. Authorized payment for approved rent relief for landlords and tenants.
- Provided Customer support, addressing inquiries and resolving issues for applicants.
Customer Service Representative
Acuity Eye Group
07.2022 - 11.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- scheduled and managed appointments for patients.
- Verified insurance through the insurance portal.
- Navigated through dual monitors.
Moderator
Telus International
05.2021 - 10.2022
- Developed guidelines and best practices for maintaining a respectful, professional tone in online discussions.
- Reviewed and approved content submissions according to established policies, ensuring quality control across all channels.
- Identified opportunities for cross-promotion with other online communities, driving increased traffic and engagement.
- Collaborated with fellow moderators to create a safe, inclusive online environment for users.
- Tagged Tik Tok videos for better categorization and discoverability for the age guidelines.
- Shared feedback to enhance content policies and user experience.
Administrative Manager
Los Angles Community Outreach
11.2019 - 06.2021
- Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
- Provided exceptional administrative support for executive-level staff, ensuring that their needs were met promptly and accurately in order to facilitate smooth daily operations.
- Supervised staff and delegated tasks to maintain positive, productive administrative operations.
- Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
- Managed Shelter intake, ensuring smooth admission.
- Ensured accurate bed counts and resource safety.
- Provided timely and helpful information to incoming callers.
- Managed food inventory to support the organization's services.
Customer Service Representative
Direct TV
06.2016 - 03.2021
- Provided billing and promotional assistance to customers.
- Supported customers with technical issues, and upgrades.
- Secured credit card transactions and processed payments.
Education
High School Diploma -
Craigmont High School
Memphis, TN06.1991
Skills
- Problem-Solving
- Case Management
- Communication
- Teamwork
- Adaptability
- Leadership
- Creativity
- Critical Thinking
- Problem-solving
Timeline
Case Manager
American Honda Motors
10.2023 - 02.2024
Case Manager
California Rent Relief
05.2023 - 10.2023
Customer Service Representative
Acuity Eye Group
07.2022 - 11.2022
Moderator
Telus International
05.2021 - 10.2022
Administrative Manager
Los Angles Community Outreach
11.2019 - 06.2021
Customer Service Representative
Direct TV
06.2016 - 03.2021
High School Diploma -
Craigmont High School
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