KIMBERLY JACKSON
Baton Rouge,LA
Summary
Detail-oriented and compassionate professional with experience in customer service, case support, data management, and client relations. Skilled at assessing client needs, maintaining accurate records, interpreting policies and procedures, and communicating effectively with diverse populations. Strong analytical, organizational, and problem-solving abilities with a commitment to providing quality public service.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Case Manager ll
Ideal strategies
Baton Rouge, LA
11.2023 - 02.2026
- Assisted clients by addressing questions, resolving concerns, and providing accurate information regarding services and programs.
- Maintained accurate records and documented interactions in accordance with company policies.
- Demonstrated empathy and professionalism when assisting individuals facing challenging situations.
- Resolved customer issues by identifying needs and coordinating with appropriate departments.
- Managed multiple tasks while maintaining accuracy and attention to detail.
- Processed applications, forms, and supporting documentation.
- Investigated and resolved customer concerns while maintaining a high level of professionalism and empathy.
- Reviewed account information and supporting documentation to ensure accurate resolution of issues.
Case Manager l
APTIM
Baton Rouge, LA
11.2021 - 10.2023
- Conduct intake assessments to identify client needs, barriers, and eligibility for services.
- Develop individualized service plans and assist clients in achieving housing and self-sufficiency goals.
- Coordinate referrals to community resources, including housing, employment, healthcare, mental health, and financial assistance programs.
- Maintain accurate and timely case notes, client records, and program documentation.
- Monitor client progress and provide ongoing support through regular follow-up meetings.
- Advocate on behalf of clients to obtain needed services and resources.
- Assist clients in crisis situations and connect them with appropriate emergency support services.
Disaster Recovery Specialist
Elite Services
Baton Rouge, Louisiana
07.2020 - 11.2021
- Assisted clients by addressing questions, concerns, and requests while providing exceptional customer service.
- Researched and resolved complex issues by coordinating with multiple departments.
- Maintained accurate records and documentation in electronic systems.
- Demonstrated empathy and professionalism when assisting individuals experiencing stressful situations.
- Managed multiple priorities while meeting deadlines and quality standards.
Disaster Case Manager
Sparkhound/Franklin Services
Baton Rouge, Louisiana
03.2017 - 07.2020
- Conduct comprehensive assessments to identify client needs and barriers to recovery.
- Develop individualized recovery and service plans based on client goals and available resources.
- Coordinate referrals to housing, financial assistance, healthcare, mental health, and community support services.
- Maintain detailed case files, documentation, and progress notes in compliance with program requirements.
- Monitor client progress and provide ongoing support to ensure successful outcomes.
- Advocate for clients when accessing benefits, services, and community resources.
Laborer Contractor
Brock/Turner Services
Baton Rouge, Louisiana
01.2001 - 03.2017
- Completed variety of physical labor tasks.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Displayed high standards for quality workmanship and routinely double-checked work.
- Collaborated with team members to complete assigned tasks and meet tight deadlines.
- Worked productively as lead or helping team member to drive customer satisfaction.
Customer Support Specialist
Department of Children and Family Services
Baton Rouge, Louisiana
02.2000 - 07.2001
- Maintained accurate and up-to-date case records, ensuring confidentiality and compliance.
• Provided clerical assistance and administrative support to case workers and multidisciplinary teams.
• Coordinated and documented service delivery, distributing information and correspondence as needed.
• Assisted clients in accessing services, supporting daily office operations.
• Managed incoming calls and routed inquiries to appropriate personnel.
Education
Bachelor of Science - Human Services
University of Phoenix
Tempe, AZ12-2020
Skills
- CRM Systems
- Call Metrics & Performance Tracking
- Issue Resolution & Escalation Management
- Client Intake and Assessment
- Case Documentation
- Eligibility Review
- Customer Service
- Data Analysis and Data Entry
- Policy Compliance
- Community Resource Coordination
- Conflict Resolution
- Attention to Detail
- Microsoft Word, Excel, and Outlook
- Time Management
- Confidential Records Handling
- Case Management
- Benefit Processing
Certification
- Customer Experience Professional (CCXP)
- FEMA Independent Study Courses (IS-100, IS-200)
Languages
English
Full Professional
Affiliations
- Technical Tools: {Excel, CRM Software, Microsoft Office, PowerPoint
Additional Experience
Volunteer, Community Outreach Programs
- Assisted community members with accessing resources and support services.
- Participated in disaster relief, food distribution, or housing assistance efforts.
- Supported event coordination and community engagement activities.
Timeline
Case Manager ll
Ideal strategies
11.2023 - 02.2026
Case Manager l
APTIM
11.2021 - 10.2023
Disaster Recovery Specialist
Elite Services
07.2020 - 11.2021
Disaster Case Manager
Sparkhound/Franklin Services
03.2017 - 07.2020
Laborer Contractor
Brock/Turner Services
01.2001 - 03.2017
Customer Support Specialist
Department of Children and Family Services
02.2000 - 07.2001
Bachelor of Science - Human Services
University of Phoenix