Luisa Matthews
Rural Hall,NC
Summary
Results-driven bilingual professional with over 10 years of experience in client relations, case management, program support, and structure development. Strong background in government programs, healthcare staffing management, customer service, and employee support services. Adept at handling sensitive cases, facilitating problem resolution, improving client engagement, and providing culturally competent guidance for diverse populations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Service Manager
Supplemental Health Care
10.2022 - 06.2024
- Managed complex client accounts across hospitals, clinics, and school systems while ensuring service quality and client satisfaction.
- Consulted with organizational leaders to identify staffing gaps, employee workload concerns, and operational challenges.
- Resolved escalated issues with professionalism and empathy, supporting employees and clients through high-stress situations.
- Used CRM systems to track performance metrics, evaluate client needs, and strengthen long-term relationships.
- Coordinated cross-functional teams to deliver timely staffing solutions, enhancing continuity and workplace well-being.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Engaged customers to drive sales and enhance shopping experiences.
Medicare Sales Agent
United Health Care
06.2021 - 10.2022
- Educated clients on Medicare options and benefits to enhance understanding and enrollment rates.
- Developed tailored sales presentations that addressed individual client needs and preferences.
- Collaborated with cross-functional teams to streamline processes and improve customer service experiences.
- Mentored junior agents, providing guidance on best practices in sales techniques and compliance standards.
Child Support Enforcement Agent
Guilford County Government
08.2014 - 05.2021
- Conducted detailed case investigations and enforced state and federal child support regulations while maintaining strict confidentiality.
- Supported individuals facing financial, legal, and emotional challenges by providing guidance, resources, and empathetic communication.
- Collaborated closely with courts, attorneys, social workers, and community agencies to address family needs holistically.
- Prioritized caseloads efficiently in a high-pressure environment, ensuring fairness, accuracy, and timely support.
- Assisted Spanish-speaking clients with culturally sensitive communication, improving engagement and program access.
Education
Associate of Arts - Paralegal Studies
Forsyth Technical Community College
Winston-Salem, NC01-2027
Skills
- Bilingual: English & Spanish
- Case Management & Client Support
- Project oversight
- Lead generation
- Confidential Documentation
- Government Program Administration
- Employee Relations Support
- Coaching & Resource Referral
- CRM & Case Tracking Systems
- Team Leadership & Coordination
Certification
North Carolina Real Estate License, Active
Languages
English
Spanish
Timeline
Client Service Manager
Supplemental Health Care
10.2022 - 06.2024
Medicare Sales Agent
United Health Care
06.2021 - 10.2022
Child Support Enforcement Agent
Guilford County Government
08.2014 - 05.2021
Associate of Arts - Paralegal Studies
Forsyth Technical Community College