Shalonda Castellano
Durham,NC
Summary
Dynamic Case Manager with a proven track record at Primeritus Financial Services, excelling in client case management and analytical problem-solving. Developed comprehensive case plans that enhanced client outcomes and retention. Skilled in detailed documentation and effective time management, fostering strong relationships and ensuring compliance in all interactions.
Overview
10
10
years of professional experience
Work History
Case Manager
Primeritus Financial Services
09.2023 - Current
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed between 40 - 60 incoming and outbound calls daily.
Case Manager
Lenovo
09.2021 - 08.2023
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
Customer Service Representative
Dial America
05.2018 - 09.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Assistant Manager
Family Dollar Distribution Center
02.2015 - 04.2018
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
GED -
Mass Career Development Institute
Springfield06.1997
Skills
- Analytical problem-solving
- Client case management
- Effective time management
- Detailed case documentation
Timeline
Case Manager
Primeritus Financial Services
09.2023 - Current
Case Manager
Lenovo
09.2021 - 08.2023
Customer Service Representative
Dial America
05.2018 - 09.2021
Assistant Manager
Family Dollar Distribution Center
02.2015 - 04.2018
GED -
Mass Career Development Institute
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