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
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
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
Similar Profiles
MICHAEL O'BRIENMICHAEL O'BRIEN
FIDELITY CLIENT SERVICES REPRESENTATIVE at Fidelity Investments - Fidelity Institutional (Fidelity Advisor Funds)FIDELITY CLIENT SERVICES REPRESENTATIVE at Fidelity Investments - Fidelity Institutional (Fidelity Advisor Funds)
Dee JonesDee Jones
Workplace Planning Consultant II at Fidelity InvestmentsWorkplace Planning Consultant II at Fidelity Investments
Randolph Roark IIRandolph Roark II
Workplace Planning Consultant at Fidelity InvestmentsWorkplace Planning Consultant at Fidelity Investments
Arturo CastilloArturo Castillo
Workplace Planning Associate at Fidelity InvestmentsWorkplace Planning Associate at Fidelity Investments
Lea JohnsonLea Johnson
Assistant Property Manager at Mid-America Apartments Co.Assistant Property Manager at Mid-America Apartments Co.