IYANNA CUMMINGS
Bronx,NY
Summary
Knowledgeable Case Manager with solid history of managing complex caseloads and providing comprehensive support to diverse client populations. Proven ability to assess client needs and develop tailored action plans that drive positive outcomes. Demonstrated strong communication and problem-solving skills in high-pressure environments.
Overview
9
9
years of professional experience
Work History
Case Manager
Black Veterans For Social Justice
10.2022 - Current
- Maintaine accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conduct thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitor ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educate clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Contributes to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Manage crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
- Reduce client wait times for service access by optimizing internal referral processes.
Customer Service Agent
Delta Airlines
07.2021 - 09.2022
- Conferred with customers by telephone or in person to provide information about services
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Kept records of customer interactions or transactions, recording details of inquiries as well as actions taken
- Resolved service or billing complaints by exchanging merchandise, refunding money, or adjusting bills
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
Retail Supervisor
H&M
09.2017 - 03.2021
- Monitored employees for proper protocol and procedure adherence and follow up training
- Documented and record financial reports and inventory lists
- Ensured staff utilized POS systems to process cash and debit or credit card payments and transactions
- Gave customers advice about sales and promotions and recommended the best products to customers
- Used upselling techniques to increase, set and attain store sales and sales goals
- Ensured staff cleaned and restocked the store throughout the day, before opening and after closing
- Assisted customers in locating products and making informed purchasing decisions based on their needs and preferences.
- Trained new employees on store policies, procedures, and sales techniques to enhance their performance.
- Enhanced store appearance with regular maintenance, cleaning, and organization of merchandise areas.
Project Manager
Blonder Builders Inc
07.2015 - 02.2019
- Assisted projects with large-scale data entry and provided that support across departments on an ad-hoc basis
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Planned, designed, and scheduled phases for large projects.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Met project deadlines without sacrificing build quality or workplace safety.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
Education
Bachelor of Professional Studies in Human Services - Human Services
Metropolitan College of New York
New York, NY06-2027
Skills
- MS office
- Verbal and written communication
- Problem-solving
- Case management
- Time management
- Case documentation
- Conflict resolution
- File Maintenance
Timeline
Case Manager
Black Veterans For Social Justice
10.2022 - Current
Customer Service Agent
Delta Airlines
07.2021 - 09.2022
Retail Supervisor
H&M
09.2017 - 03.2021
Project Manager
Blonder Builders Inc
07.2015 - 02.2019
Bachelor of Professional Studies in Human Services - Human Services
Metropolitan College of New York
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