Elizabeth Flores

As a Senior Case Consultant, I play a key role in supporting my Team Lead by managing daily tasks, assisting with agent development, and identifying growth opportunities. SCC’s are expected to be proactive, engaged, and solutions-oriented. Act as a welcoming presence in Teams and Slack, engaging with the community and being available for questions throughout the day.
Assist with queue patrol and I respond as needed.
Prioritize and review emails for assigned tasks from my Team Lead.
Follow up on assigned callbacks, including handling or reassigning them as necessary when team members are out.
Identify and communicate coaching opportunities or areas for improvement to the Team Lead.
Provide a post-shift recap via email or a meeting with the Team Lead, summarizing key insights and coaching opportunities.
Jump on available immediately when needed, as communicated via Queue Patrol or SCC Superstars, ensuring prompt action.
Motivate and encourage agents through positive communication and constructive feedback.
Handle escalations as needed.
Audit team reporting to identify trends, coaching opportunities, or areas for improvement.

• Developed comprehensive care plans tailored to client needs and legal requirements.
• Collaborated with attorneys to gather essential case information from clients.
• Educated clients on legal processes and available resources for optimal support.
• Facilitated communication between clients and legal teams to ensure clarity and understanding.

• Maintained a high level of accuracy while multitasking in a fast-paced, customer-facing environment.
• Demonstrated strong interpersonal and communication skills when resolving customer concerns, and coordinating with team members and supervisors.
• Trained and mentored new team members, promoting a culture of excellence and teamwork.
• Consistently recognized for reliability, punctuality, and professionalism under pressure.

• Accurately entered customer data into CRM systems, maintaining confidentiality and data integrity.
• Collaborated with service advisors and technicians to coordinate workflow and resolve customer concerns.
• Supported service advisors with document filing, scheduling, and repair order management.
• Managed large volumes of incoming and outgoing calls in a professional, courteous manner.