STEPHANIE ELBIALY
Clayton,NC
Summary
Talented Case Manager experienced in high-pressure environments. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities.
Overview
14
14
years of professional experience
Work History
Participant Advocacy Case Manager
Fidelity Investments
Durham, NC
12.2012 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- 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.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
TBO-Total Benefits Outsourcing Associate
Fidelity Investments
Durham, NC
08.2010 - 12.2012
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Education
Associate of Arts -
Louisburg College
Louisburg, NC06.1989
Skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
Timeline
Participant Advocacy Case Manager
Fidelity Investments
12.2012 - Current
TBO-Total Benefits Outsourcing Associate
Fidelity Investments
08.2010 - 12.2012
Associate of Arts -
Louisburg College