Edgar E Jimenez
Belmont,NC
Summary
Experienced and dependable Senior Case Manager with a strong track record in efficiently coordinating care for individuals in diverse settings. Proven ability to handle challenging situations, ready to leverage experience, skills, and professional expertise to excel in a new role.
Overview
26
26
years of professional experience
Work History
Senior Case Manager, Service Integration
LPL Financial
01.2021 - Current
- Track and communicate directly with Advisors, their office staff, other business partners, and LPL Leadership by phone and email for up to 60 percent of the day
- Research complex situations and analyze service solutions for up to 40 percent of the day
- Participate in various department and company-wide initiatives to help drive efficiencies and enhance clients’ service experience
- Create trend reporting to ensure Service Trading and Operations is operating as intended and identify variances immediately to address any issues
- Maintain and continuously update status of incident within the incident tracking software to include the creation of Knowledge base articles for incident resolution
- Be a subject matter expert and ask the right questions to 'connect the dots' across a broad array of topics
- Demonstrate analytical thinking and creativity by continually examining and identifying opportunities for improvement within Service Trading and Operations
- Act as the responsible party for an operational group or task, including auditing team empowerment, sending process and procedure updates to the Service Center, identifying process improvements and helping solution for them, communicating call trends, and keeping the Case Management team trained
- Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavors to successful completion.
Member Services
Gaston County YMCA
01.2005 - Current
- Responsible for opening duties
- Assist new and existing members
- Answer questions and address concerns in person and over the phone
- Enter data into the computer system
- Give tours to guests/potential members
- Provide a welcoming friendly environment for all entering the facility
Technical Support Representative
LPL Financial
01.2018 - 01.2021
- To provide world-class technical support and training to LPL Financial Advisors and their staff for authorized LPL software products and services
- Provide Technical support for designated proprietary LPL software products ensuring that service level and customer satisfaction agreements are met
- Provide detailed and comprehensive incident documentation in LPL Financials ServiceWorks/Siebel incident tracking database
- Proper escalation of incidents to Leadership
- Active participation in both required and optional classroom instructor-led and LPLU web-based training sessions by assigned deadline
- Active participation in ongoing career development process and manager-employee feedback loop, Team huddles; positive carrier of culture
- Active role in special projects
- Knowledge base content creation Y-cording resource for new hires/Service Center cross-training Process improvement feedback and team communication
Handler/FO Lead
FedEx Express
01.2013 - 01.2018
- Lead and direct operations where the premium product is handled
- Collaborates with delivery drivers to ensure the product is delivered in a timely manner
- Oversee coordination of containers to leave the facility in route to other locations
- Works closely with team leaders and the traffic department to make sure all packages leave the facility with the correct destination
Customer Service Account Manager
America & Efrid LLC
01.2003 - 01.2018
- Provide excellent customer support to all clients while complying with company rules and regulations
- Maintain major accounts on a daily basis while working with various departments within the company
- In charge of international accounts that require a range of tasks in order to provide the customers with their needed products
- Work closely with the sales team in order to provide customers with top-notch service
- Comply with customers’ special requests and/or complaints of any type
Global Supply Chain Operations
American & Efird LLC
01.2013 - 01.2017
- Move bulk inventory to A&E facilities around the world (i.e
- Europe, Hong Kong, Mexico, and Costa Rica)
- Ensure export paperwork is complete and accurate
- Give notice to subsidiaries of lead and delivery times for orders
- Plan inventory for cover Usage Company-wide and expedite inventory through manufacturing
- Facilitate communication among manufacturing and subsidiaries regarding inventory, orders, and shipments
Shipper / Material Handler / Assembly Line
Wireway Husky Corp
01.1999 - 01.2003
- Handled all UPS shipments, incoming and outgoing
- Scheduled trucks, and quoted truck rates and discounts
- Responsible for ensuring that all orders were shipped to the correct destination in a timely manner
- Maintained essential communication with Sales Department and other areas of shipments
Education
Gaston College -
Gaston College
Gastonia, NC01.2012
High School - undefined
Lincolnton High School
Lincolnton, NC01.1999
Skills
- Supervisor Development Academy
- Bilingual (Spanish
- Great communication skills
- Team player
- Problem solver
- Word
- Excel
- Windows
- Lotus Notes
- Individual development plans
- Transition follow-up
- Coaching and mentoring
- Team leadership
- Time management
Timeline
Senior Case Manager, Service Integration
LPL Financial
01.2021 - Current
Technical Support Representative
LPL Financial
01.2018 - 01.2021
Handler/FO Lead
FedEx Express
01.2013 - 01.2018
Global Supply Chain Operations
American & Efird LLC
01.2013 - 01.2017
Member Services
Gaston County YMCA
01.2005 - Current
Customer Service Account Manager
America & Efrid LLC
01.2003 - 01.2018
Shipper / Material Handler / Assembly Line
Wireway Husky Corp
01.1999 - 01.2003
High School - undefined
Lincolnton High School
Gaston College -
Gaston College
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