Shajuan Stokes
Jacksonville,FL
Summary
Accomplished Case Manager adept at handling high caseloads without sacrificing quality of care. Operates exceptionally well in high-pressure environments. Recommends best resources and courses of action to benefit patient needs and return each to optimal quality of life.
Overview
10
10
years of professional experience
Work History
Case Manager
Cencora/ AmerisourceBergen
Conshohocken, PA
08.2022 - 05.2024
- Maintained accurate case records and documentation according to agency guidelines.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Provided referrals to appropriate health care providers or other community resources.
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Collaborated with other service providers to ensure continuity of care for clients.
- Participated in interdisciplinary team meetings to discuss treatment options.
- Maintained logs and electronic client records following department and agency policies for effective monitoring.
- Maintained up-to-date case records with case activity status.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Conducted initial assessments to determine client eligibility for programs and services.
- Maintained confidentiality and adhered to professional ethics and standards.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
Customer Service Advocate
GuideWell, Florida Blue
Jacksonville, FL
10.2020 - 01.2021
- Adhered to all company guidelines when interacting with customers.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Developed relationships with customers through friendly conversations.
- Greeted and assisted customers with inquiries regarding products and services.
- Processed orders, forms, applications, and requests.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Managed incoming calls from customers in a professional manner.
- Consulted with customers to resolve service and billing issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Upheld privacy and security requirements for customer information.
- Documented customer notes with CRM software to keep records accurate and current.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Customer Relations Representative
Atlanta 311
Atlanta, GA
01.2019 - 09.2019
- Participated in team meetings and brainstorming sessions to improve customer service processes.
- Maintained accurate records of customer interactions and transactions for future reference.
- Resolved customer complaints through attentive listening and creative problem-solving techniques.
- Maintained accurate records of customer interactions and transactions.
- Processed payments from customers using various payment methods including cash, credit cards, checks.
- Answered customer inquiries via telephone, email and social media platforms.
- Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.
- Upheld privacy and security requirements for customer information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
Customer Service Lead
Convergys
Jacksonville, FL
10.2014 - 05.2018
- Maintained accurate records of customer interactions and transactions.
- Ensured compliance with company policies and regulations related to customer service operations.
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Handled customer inquiries and complaints in a professional manner.
- Generated reports on key metrics such as average response time, first call resolution rate.
- Directed customer service staff activities, including training, coaching and performance management.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Answered inbound calls, chats and emails to facilitate customer service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
High School Diploma -
First Coast Academy
Orange Park, FL05-2000
Skills
- Utilization review
- Chronic Disease Management
- Records Management
- Health History Documentation
- Community Outreach
- Regulatory Compliance
- Case Management
- Problem-Solving
Timeline
Case Manager
Cencora/ AmerisourceBergen
08.2022 - 05.2024
Customer Service Advocate
GuideWell, Florida Blue
10.2020 - 01.2021
Customer Relations Representative
Atlanta 311
01.2019 - 09.2019
Customer Service Lead
Convergys
10.2014 - 05.2018
High School Diploma -
First Coast Academy
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