Erial Vieira
Winter Park,FL
Summary
Dedicated Case Management and Customer Service professional with over 5 years of experience in advocacy and personalized support. Proficient in assessing needs, coordinating resources, and developing action plans while fostering relationships with diverse individuals. Expertise in crisis response, conflict resolution, and collaboration with multidisciplinary teams to drive positive outcomes.
Overview
4
4
years of post-secondary education
12
12
years of professional experience
Work History
Vacation Advisor / Communications Support
Disney Vacation Club
Lake Buena Vista, FL
01.2019 - 01.2022
- Assessed individual needs to provide tailored vacation solutions.
- Processed reservations using Disney booking systems and member account records.
- Assisted members by phone, chat, email, and in person while resolving complex account and vacation planning concerns.
- Explained membership benefits and options to enhance caller understanding.
- De-escalated challenging situations with empathy.
- Met performance goals through dedicated service and attention to member satisfaction.
- Trained new Vacation Advisors via Zoom and Slack.
Case Manager
Lifescape Community Services
Sterling, IL
01.2016 - 01.2018
- Managed caseload of clients receiving state-funded services, ensuring access to necessary support.
- Conducted needs assessments and developed service plans.
- Coordinated care among families and providers to create comprehensive service delivery.
- Connected clients with Medicaid and community resources.
- Maintained accurate documentation and advocated for clients' needs within the system.
Pet Products Manager
PetSmart
Sterling
06.2010 - 11.2015
- Reviewed inventory levels and adjusted replenishment plans.
- Coordinated pricing updates and promotional signage with store teams.
- Led planogram execution for pet aisles and endcap displays.
- Trained associates on product knowledge and merchandising standards.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Held regular one-on-one meetings with employees to review performance and provide feedback.
Education
Bachelor of Arts - Psychology
Northern Illinois University
DeKalb, IL 08.2012 - 01.2015
Associate of Arts - Psychology
Sauk Valley College
Dixon, IL 08.2010 - 01.2012
Skills
- Customer Service
- Customer Advocacy
- Service coordination
- Resource Coordination
- Conflict Resolution
- Communication
- Training and development
- Zoom
- Slack
- Microsoft Office
- Teamwork
- Record keeping
Timeline
Vacation Advisor / Communications Support
Disney Vacation Club
01.2019 - 01.2022
Case Manager
Lifescape Community Services
01.2016 - 01.2018
Bachelor of Arts - Psychology
Northern Illinois University
08.2012 - 01.2015
Associate of Arts - Psychology
Sauk Valley College
08.2010 - 01.2012
Pet Products Manager
PetSmart
06.2010 - 11.2015