Summary
Overview
Work History
Education
Skills
Timeline
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JOANNE PALMER

Summary

Twenty (20) years of expertise in Customer Service, complemented by over eight (8) years in Case Management, emphasizing active listening, problem-solving, and effective communication to swiftly assess customer needs and deliver customized solutions in a fast past environment.

Overview

17
17
years of professional experience

Work History

Caregiver

Family Cancer Patient
Fort Washington, MD
07.2023 - 03.2025
  • Assisted the cancer patient with bathing, getting dressed and grooming daily.
  • Administered various medications as prescribed by various doctors and requested refills.
  • Transported the cancer patient to various doctors’ appointments weekly.
  • Communicated verbally and by email with multiple doctors regarding patient’s progress.
  • Maintained records of treatments, medications and care provided.

Intake Specialist

D.O. E. S.
Washington, DC
12.2022 - 09.2023
  • Registered new applicants and conducted one-on-one interviews for Job Readiness Training.
  • Verified and entered applicant information into tracking system for accurate reporting.
  • Assisted applicants with transitional housing, TANF, and medical applications based on assessed needs.
  • Ensured confidentiality of sensitive client information in compliance with regulations.

Customer Service Representative

D. O. E. S.
Washington, DC
04.2020 - 12.2022
  • Triaged high volumes of ACD inbound Unemployment Compensation calls to provide timely payment statuses.
  • Delivered step-by-step assistance to applicants for initial claim filings and contact updates.
  • Uploaded supporting documentation and coordinated with departments for current application statuses.
  • Utilized CRM software to manage customer interactions and track service processes.
  • Resolved customer complaints efficiently, ensuring high levels of satisfaction.

Sen. Collector/AR Specialist

Healthy Buildings Intl.
Fairfax, VA
08.2016 - 01.2020
  • Maintained portfolio of over 5,000 accounts across six locations, generating monthly revenue exceeding $1 million.
  • Handled high volume of billing inquiries, documenting payment confirmations and delinquent notifications.
  • Conducted over 75 assertive yet tactful collection calls daily to negotiate payment dates and resolve disputes.
  • Processed credit card transactions, accurately applying incoming checks to appropriate accounts and preparing Lien Waivers.

Case Manager (Contractor)

Kelly Services
Washington, DC
03.2008 - 06.2016
  • Managed fifty cases to determine eligibility and assess needs for services.
  • Provided referrals to service agencies for health, housing, food, employment, childcare, and transportation assistance.
  • Visited clients’ homes to gather and verify information.
  • Calculated income and resources to establish benefit levels.
  • Updated client case information in CRM database for geographical reporting.
  • Handled complex cases to ensure compliance with state and federal regulations.
  • Testified at court hearings as organizational representative when required.

Education

High School Diploma -

Suitland High School
Forestville, MD

Skills

  • Account management
  • Attention to detail
  • Empathy and active listening
  • Patience and teamwork
  • Time management
  • Coaching and development

Timeline

Caregiver

Family Cancer Patient
07.2023 - 03.2025

Intake Specialist

D.O. E. S.
12.2022 - 09.2023

Customer Service Representative

D. O. E. S.
04.2020 - 12.2022

Sen. Collector/AR Specialist

Healthy Buildings Intl.
08.2016 - 01.2020

Case Manager (Contractor)

Kelly Services
03.2008 - 06.2016

High School Diploma -

Suitland High School

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