Erin Youngblood
Brooklyn
Summary
Customer-focused professional with expertise in remote account management and case management within high-volume service environments. Proficient in managing customer accounts, conducting financial assessments, and negotiating deferred payment arrangements. Recognized for effectively handling escalated calls and clearly explaining policies while connecting customers to appropriate assistance programs. Demonstrated ability to document interactions accurately in collection and CRM systems.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
TSI @ National Grid
WFH
09.2025 - Current
- Managed customer accounts to facilitate timely payment processing and reduce overdue balances.
- Documented interactions in collections software to ensure accurate record-keeping.
- Negotiated payment plans with clients to resolve outstanding debts effectively.
- Handled escalated calls to address complex customer concerns and provide solutions.
- Educated clients on policies and procedures related to collections to promote compliance.
- Conducted customer financial assessments to determine eligibility for long-term deferred payment arrangements, providing same-day approvals when qualified and referring customers to DSS for additional support when needed.
Case Manager
Children's Rescue Fund
Queens
02.2024 - 11.2024
- Delivered comprehensive, client-driven case management for individuals experiencing homelessness, emphasizing long-term housing stability and personal development.
- Conducted thorough needs assessments and developed tailored care plans while coordinating support across healthcare, employment, and social services.
- Maintained meticulous records in the DHS CARES system, including intake forms and progress notes, ensuring adherence to program compliance.
- Facilitated biweekly reviews of Individualized Life Plans (ILPs) to monitor progress and ensure timely access to services through effective advocacy and follow-up.
- Assisted clients in navigating public benefits and accessing essential entitlements, including support for legal and medical appointments.
- Encouraged client participation in life skills workshops and employment readiness programs to foster self-sufficiency and independence.
Housing Advocate / Dispatch
Breaking Ground
New York
10.2022 - 01.2024
- Engaged in proactive street outreach to connect with individuals experiencing unsheltered homelessness, effectively fostering rapport and promoting housing programs.
- Collaborated with city agencies, including NYPD and DHS, to address encampments and coordinate service delivery in the field.
- Responded to 311 calls and participated in emergency shelter operations to ensure the safety and well-being of clients during adverse conditions.
- Oversaw dispatch operations by deploying outreach teams while tracking activities in real-time to optimize service delivery.
- Maintained comprehensive client records, performing vulnerability assessments and ensuring accurate reporting of outcomes and engagements to enhance service efficiency.
- Attended clinical supervision sessions and training to enhance trauma-informed care practices and collaborative outreach strategies.
Data Entry Clerk
Beacon Hill Staffing
08.2021 - 09.2022
- Executed data entry tasks efficiently in a remote setting, handling high volumes of information with precision.
- Organized and maintained digital files, enhancing documentation integrity and accessibility.
- Supported streamlined operations by ensuring accuracy in data formatting and record completeness.
- (Remote)
Patient Registrar / Data Entry Clerk
NYC Department of Health and Mental Hygiene
01.2021 - 06.2021
- Successfully greeted and screened patients for vaccinations while verifying identities for accurate medical record management.
- Entered client data into the Citywide Immunization Registry (CDMS), adhering strictly to HIPAA compliance standards.
- Assisted with coordination of vaccine administration, including managing storage protocols and clinic throughput effectively.
- (ICS)
Analyst / Broadcast Reconciliation
Human Edge @ Horizon Media, Inc.
01.2019 - 03.2020
- Reconciled media invoices against purchase orders to maintain billing accuracy and compliance with financial standards.
- Worked closely with Media Buyers and Planners to resolve discrepancies and uphold integrity in internal audits.
- Entered invoices into the Core system and prepared submissions for Accounts Payable, ensuring timely processing.
Administrative Assistant
Canon @ AIG
04.2015 - 12.2018
- Provided administrative support through multi-line phone management and correspondence handling across various departments.
- Coordinated meetings and processed documentation, ensuring smooth office operations through effective logistics management.
- (American International Group)
Bartender
The Duck
12.2012 - 03.2015
- Provided exceptional customer service by expertly crafting a variety of mixed drinks and ensuring register accuracy throughout shifts.
- Maintained and restocked bar inventory, optimizing supply usage to minimize waste and shortages.
Education
Some College (No Degree) - Nursing
LaGuardia Community College
Long Island City, NYSkills
- DHS CARES system training
- Customer account management
- Salesforce proficiency
- HIPAA compliance
- Emergency protocols (NYC Code Blue/Red)
- Data protection and confidentiality
- Client advocacy
- Crisis intervention
- Problem solving
- Team collaboration
- Attention to detail
- Time management
- Empathy and patience
Timeline
Customer Service Representative
TSI @ National Grid
09.2025 - Current
Case Manager
Children's Rescue Fund
02.2024 - 11.2024
Housing Advocate / Dispatch
Breaking Ground
10.2022 - 01.2024
Data Entry Clerk
Beacon Hill Staffing
08.2021 - 09.2022
Patient Registrar / Data Entry Clerk
NYC Department of Health and Mental Hygiene
01.2021 - 06.2021
Analyst / Broadcast Reconciliation
Human Edge @ Horizon Media, Inc.
01.2019 - 03.2020
Administrative Assistant
Canon @ AIG
04.2015 - 12.2018
Bartender
The Duck
12.2012 - 03.2015
Some College (No Degree) - Nursing
LaGuardia Community College