Ericka R Clemons-Carter
Austin,Tx
Summary
Energetic leader promotes [Number] years of industry experience with superior record of accomplishment. Ambitious and highly motivated [Job Title] surpasses demanding objectives and achieves or exceeds set goals. Knowledgeable Case Manager experienced in coordinating care for [Type] individuals. Proactive and resourceful with strong knowledge of community resources. Strong communicator with passion for helping others. Compassionate Case Manager experienced in [Type] environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.
Overview
13
13
years of professional experience
Work History
Scheduler Contact Center Specialist
Baylor Scott & White Health
Round Rock, TX
03.2022 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on company systems, form completion and access to services.
Customer Solutions Representative
Sears Holding Corporation
Round Rock, Tx
07.2018 - 12.2020
- Sears Corporate gift card specialist, B2B corporate gifts
- Takes inbound calls from member and internal business partner with questions regarding gift card balances
- Works with corporate office, member, and internal and external business partners in researching fraudulent gift card activity
- Research member services orders
- Reissues member gift cards when appropriate
- Processes and issues refund for cancelled orders when needed
- Independently processes all commercial concession gift cards
- Performs data entry into designated Excel spreadsheet
- Uses Microsoft Word, Excel, Outlook, internet and intranet to complete work
- Adheres to PCI compliances
- Writes detailed processing instructions for Policies and Procedures
- Customer Solutions offline Special Handling Group
- Researched and reissued missing credits and check and refunds
- Adhered to metrics for items processed per hour
- Used Outlook, internet and intranet to complete work
- Adhered to PCI compliances when obtaining and using payment methods
- Assisted internal business partners with exchanges via live chat
- Peer to peer training
- Customer Solutions Offline Processor
- Took inbound calls from members and internal business partners concerning returns, exchange and credits
- Processed returns, exchanges, and credits as offered by escalation team
- Assisted with store submitted help tickets
- Worked with members regarding mattress and appliance warranty claims via phone and email
- Assisted with new hire training
- Mattress Department
- Took inbound calls from members and internal business partners concerning returns, exchanges and credits
- Processed returns, exchanges and credits as offered by escalation team
- Worked with members regarding mattress and appliance warranty claims via phone and email
- Adhered to metrics accounting for call volume and time first call resolution and member satisfaction
- Assisted with new hire training, Took inbound calls from members and internal business partners concerning returns, exchanges and credits
- Processed returns, exchanges and credits as offered by escalation team
- Assisted with store submitted, help tickets
- Worked with members regarding mattress and appliances Warranty claims via phone and email
- Assisted with new hire training
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Case Manager
Blue Ribbon
01.2011 - 11.2020
- Took inbound calls from members and internal business partners concerning
- Assisted with delivery-related issues such as rescheduling deliveries, same day go backs and manual work orders
- Responsible for de-escalating customer issues and maintaining member loyalty
- Adhered to metrics accounting for call volume and time, first call resolution and member satisfaction
- Manager empowered as related to product discount and new product upgrades
- Helped patients receive appropriate, high-quality care with reasonable results.
- Partnered with physicians, social workers, activity therapists, nutritionists and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
- Evaluated treatment plans against individual goals and healthcare standards.
- Managed support services and fostered communication among social workers, therapists, hospital staff and patients.
- Consulted with clinicians to devise and manage ongoing care plans for at-risk patients.
- Increased referral rates by providing excellent service and building meaningful relationships with patients and caregivers.
- Collaborated with external agencies to meet educational and transitional needs of students.
Education
High School Diploma -
Johnston High School Austin
Austin, TX05.1995
Skills
Excellent Customer Service
- Resource Identification
Timeline
Scheduler Contact Center Specialist
Baylor Scott & White Health
03.2022 - Current
Customer Solutions Representative
Sears Holding Corporation
07.2018 - 12.2020
Case Manager
Blue Ribbon
01.2011 - 11.2020
High School Diploma -
Johnston High School Austin
Similar Profiles
Grace E. GodleyGrace E. Godley
Community Health Worker at Baylor Scott&White Quality Alliance, Baylor Scott&White HealthCommunity Health Worker at Baylor Scott&White Quality Alliance, Baylor Scott&White Health
Gia Rodoni, RNGia Rodoni, RN
Registered Nurse, Step Down ICU Unit at Baylor Scott & White HealthRegistered Nurse, Step Down ICU Unit at Baylor Scott & White Health
Alina M. PorterAlina M. Porter
Contact Center Representative at Baylor Scott & White HealthContact Center Representative at Baylor Scott & White Health
David A. RoqueDavid A. Roque
Office Coordinator/Health Unit Coordinator at Baylor Scott & White HealthOffice Coordinator/Health Unit Coordinator at Baylor Scott & White Health
Tatiana T. TorresTatiana T. Torres
Senior Enlisted Advisor at U. S. Navy, Recruit Training CommandSenior Enlisted Advisor at U. S. Navy, Recruit Training Command