MS Office Suite
Evelyn Vega
Case Manager
Stockton,CA
Summary
Detail-oriented case manager with strong problem-solving and customer service skills.Confident handling multiple tasks and projects independently and in teams with high degree of accuracy. Strong advocate for those in need and committed to providing best possible service.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Call Center Program Lead
Foundation For California Community Colleges
Remote
08.2021 - Current
- Experience
- First point of contact for, support including technical assistance, support with de-escalating calls, and troubleshooting; respond to escalated calls as needed
- Stay current on internal and external work processes, policies, and procedures
- Research, resolve and communicate complaints
- Accountable for investigation of all escalated cases, including collection and documentation of appropriate data
- Establish, monitor, and evaluate staff’s performance and development targets and team engagement
- Identify and address specialty/flagged cases and follow appropriate processes for different types of cases
- Analyze complex issues, evaluate alternative solutions, develop sound conclusions, and recommend an appropriate course of action
- Ensure integrity of departmental database by thorough, timely and accurate entry, consistent with regulatory protocols and effectively manage case resolution inbox every day
- Extensive working knowledge of personal computers including Windows based software applications, Zoom, MS Office Suite-Teams, Outlook, Salesforce Lightning and other database programs, Google Suite, etc
- Participate in departmental meetings, trainings, and audits as requested
HR Assistant II (Temporary Contract)
Amazon
Remote
12.2020 - 07.2021
- Applied mediation and collaboration to successfully resolve employee complaints and grievances.
- Responded to employee inquiries regarding benefits and other HR topics.
- Updated and maintained employee attendance records.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Studied research and trends on best practices in HR field.
- Monitored and analyzed employee satisfaction survey results.
- Developed and maintained HR policies and procedures.
- Helped employees register for benefits programs using online portals.
- Answered and redirected incoming phone calls for office.
- Administered compensation, benefits, and performance management systems at direction of supervisor.
Insurance Sales Agent (Temporary Contract)
Humana
Remote
08.2020 - 12.2020
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Generated quotes and proposals for clients to match individual needs.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Negotiated contracts with clients to establish best coverage with lowest cost.
- Registered customer information on database to enable tracking history and maintain accurate records.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
- Calculated premiums and established payment methods for sales.
- Collected premiums on or before effective date of coverage.
- Analyzed risk factors to recommend appropriate coverage levels.
- Researched and identified potential new markets.
Case Manager
Child Care Links
Remote
01.2019 - 09.2020
- Participated in community events to promote services and engage with public.
- Researched best practices and developed strategies to improve program outcomes.
- Assessed community needs and identified resources for social and community service programs.
- Partnered with local organizations to expand access to social and community services.
- Implemented strategies to increase public awareness of social and community service programs.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
- Developed and maintained accurate records of programs and services.
- Facilitated communication between clients and other service providers.
- Provided support to social service clients in navigating available resources.
- Coordinated with local government to provide resources to clients.
- Facilitated outreach activities to build community awareness.
Education
Business Certificate - Business Administration
San Joaquin Delta College
Stockton, CA 08.2021 - Current
High School Diploma -
Plaza Robles High School
Stockton, CA 05.2001 -
Skills
CommunicationTeamworkCreative Problem-SolvingLeadership skillsCustomer ServiceProject managementConflict-resolutionTech SavvinessAdaptabilityTime managementDetail Oriented
Quality assurance
Knowledge database understanding
Employee Development
Professional telephone demeanor
Training development aptitude
Account management
Service standard compliance
Complaint resolution
Report preparation
Software
Teams
Outlook
Zoom
Salesforce
Google Suite
Database Programs
Certification
Property and Casualty
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Call Center Program Lead
Foundation For California Community Colleges
08.2021 - Current
Business Certificate - Business Administration
San Joaquin Delta College
08.2021 - Current
HR Assistant II (Temporary Contract)
Amazon
12.2020 - 07.2021
Insurance Sales Agent (Temporary Contract)
Humana
08.2020 - 12.2020
Case Manager
Child Care Links
01.2019 - 09.2020
Business Certificate
08-2016
Life and Health
04-2011
Property and Casualty
06-2008
High School Diploma -
Plaza Robles High School
05.2001 -