Justine Mack
Albuquerque
Summary
Dynamic Case Manager with proven success at HeadingHome, adept at coordinating services and facilitating client access to essential resources. Skilled in case management software and conflict resolution, I excel in empowering clients towards self-sufficiency, achieving 100% customer satisfaction through effective communication and personalized support.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Case Manager
HeadingHome
08.2023 - Current
- Help clients Receive all proper documents to meet their end goal of housing
- Managed caseload of 25+ clients
- Facilitated communication between clients and other service providers
- Documented all client interactions and progress in case management
- Providing information, referrals, and case management.
- Coordinating services for those who need permanent housing, health care, financial help and/or job training, all supporting the client’s move towards self-sufficiency. Identifies social needs and makes referrals
- Provides assistance in access to appropriate social services, resources, benefits, and support networks
- Assists clients in applications for housing, motel vouchers, public benefits (Medicaid and SNAP), and State ID/Birth Certificates
- Participates in agency outreaches as needed
- Completes required documentation and data entry tasks
CSR- Customer Service Representative
NFP Health
02.2023 - 07.2023
- Answering and reviewing customer service calls related to and resolving a variety of customer inquiries and concerns
- Providing 24/7 coverage by responding to client needs
- Operating computer databases, performing telephone activities and using office equipment
- Interacting with patients, families, and other stakeholders to answer questions about healthcare
- Greeting customers in a friendly and professional manner using the suggested script
- Canceling members’ plans upon their request, or due to recurrent non-payment, if directed by your line manager.
Front Desk/ Leasing Agent
Somerset Park Apartments
10.2022 - 01.2023
- Taking Inbound and outbound calls setting appointments
- Accepted monthly rent payments
- Maintenance orders
- Maintained front office space
- Assisted all tenets with any questions or concerns
- Recognized for 100% customer satisfaction monthly
CSR- Customer Service Representative
Southwest Capital Bank
01.2022 - 10.2022
- Answering back to back inbound calls for bank personal
- Assisted customers with money transfers, account balance and transaction disputes
- Responsible for creating memorable customer support experiences
- Helped customers locate all services on the App
CSR- Customer Service Representative
Bank of America
09.2021 - 12.2021
- Offered actionable solutions by following internal database prompts and company scripts
- Resolved customer service or billing complaints by exchanging merchandise, refunding money or adjusting bills.
- Answered incoming calls, chat messages and email communication to handle product concerns.
Gas Station Lead
DK Gas Station
02.2020 - 04.2021
- Exceed Promotions in position
- Placed inventory orders and stocked all shelves
- Cleaned parking area, office, restroom and trash
- Collected all types of payments (cash, card, Sbt etc) from customers and provided receipts.
- Delivered exceptional guest service by welcoming visitors warmly and offering immediate assistance.
Victim Advocate/ Case Manger
Providence House
05.2017 - 01.2018
- Assisted geriatric patients with living full independent lives.
- Protecting customer and company data by following information policies
- Collaborated with team members to meet daily demands to handle challenging products
- Assisted with tasks and work duties during slow periods to maintain team productivity
- Serving as the point of contact between clients and people in their social and professional support systems.
- Helping clients develop independent living skills
Education
High School Graduate -
Santa Fe High
01.2015
Skills
- Case management software
- Data entry
- Document management
- Referral coordination
- Public benefits applications
- Client assessment
- Problem solving
- Resource allocation
- Decision-making
- Individualized counseling
- Conflict resolution
- Documentation proficiency
- Community outreach
- Risk assessment
- Performance tracking
- Positive attitude
- Goal setting
- Home visits and inspections
- Verbal and written communication
- Email and telephone etiquette
- Data entry and analysis
- Time management
Certification
- NSPIRE STAR V3.0
VI-SPDAT Surveyor
CPR - Adult & Pediatric First Aid/CPR/AED
Timeline
Case Manager
HeadingHome
08.2023 - Current
CSR- Customer Service Representative
NFP Health
02.2023 - 07.2023
Front Desk/ Leasing Agent
Somerset Park Apartments
10.2022 - 01.2023
CSR- Customer Service Representative
Southwest Capital Bank
01.2022 - 10.2022
CSR- Customer Service Representative
Bank of America
09.2021 - 12.2021
Gas Station Lead
DK Gas Station
02.2020 - 04.2021
Victim Advocate/ Case Manger
Providence House
05.2017 - 01.2018
High School Graduate -
Santa Fe High
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