Tyrell Holloway
Baltimore,MD
Summary
Experienced professional with a strong background in case management, technical support, and customer service. Proficient in using CMS, Outlook, Excel, SharePoint, and Salesforce to enhance client communication, data analysis, records management, and support plan implementation. Adept at resolving complex issues, improving client satisfaction, and training new staff. Demonstrated success in increasing efficiency and achieving measurable results across various roles.
Overview
11
11
years of professional experience
Work History
CASE MANAGER
Baltimore City Child Support Services
Baltimore, MD
09.2023 - Current
- Increased case resolution rates through timely follow-ups, and communication with clients
- Managed a caseload of 75+ clients, ensuring proper documentation and compliance with state child support laws
- Compiled reports on cases and submitted them to supervisors as required.
- Counseled clients on available resources within the community that could help meet their needs.
- Implemented client support plans, improving parent engagement and satisfaction with the child support services provided
- Contributed to improved team performance by training new case managers on best practices and regulatory requirements.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Managed caseloads effectively, ensuring timely documentation and reporting.
TECHNICAL SUPPORT ADVISOR
Apple, INC.
Remote
09.2020 - 08.2023
- Reduced average resolution time by 20% through efficient problem-solving and collaboration with other technical advisors
- Responded to customer inquiries in a timely manner while adhering to service level agreements.
- Diagnosed hardware and software problems related to customer's environment.
- Installed software applications on customer systems as requested.
- Ensured compliance with corporate security policies at all times.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
- Served as first point of contact for incoming technical service calls and emails.
- Provided technical expertise and support for Apple/Windows systems and hardware, enhancing the user experience
- Utilized a variety of company policies and operational procedures to perform job duties effectively, ensuring reliability.
BARTENDER
Phillips Seafood
Baltimore, MD
08.2019 - 08.2020
- Ensured proper sanitation of bar area, glassware, utensils, and equipment.
- Processed payments accurately and efficiently with POS system.
- Recommended food and drinks to patrons based on preference, pairings and special promotions.
- Managed bar inventory, by reducing waste and ensuring a consistent supply of popular beverages and ingredients
- Served an average of 75+customers per shift, maintaining high levels of accuracy and customer satisfaction
- Trained new bartenders on company standards and cocktail preparation, ensuring service quality and team performance
- Developed and introduced new seasonal cocktails, resulting in an increase in specialty drink orders and customer interest.
COLLECTIONS SPECIALIST
ARS National Services
Remote
06.2017 - 07.2019
- Increased monthly collections by 30% through follow-up and negotiation techniques, significantly improving recovery rates
- Resolved 95% of customer disputes, maintaining positive relationships and reducing the number of escalated cases
- Handled an average of 150+ accounts per month, meeting or exceeding collection targets and maintaining accuracy
- Utilized advanced software tools to track and manage delinquent accounts, improving efficiency and ensuring timely follow-ups.
FRONT DESK ASSOCIATE
Hilton Garden Inn
Baltimore, MD
10.2013 - 05.2017
- Achieved a 95% guest satisfaction rate by providing friendly service, addressing guest needs, and resolving issues efficiently
- Reduced check-in and check-out times by 20% through efficient use of hotel management software and procedures
- Handled an average of 100+ guest interactions daily, ensuring all inquiries and requests were addressed accurately
- Trained new front desk associates on hotel policies and customer service standards, ensuring consistent and high-quality service delivery.
Education
ASSOCIATES IN COMMUNICATIONS -
Baltimore City Community College
Baltimore, MD05.2012
Skills
- Case Management
- Client Communication
- Negotiation
- Data Analysis
- Technical Troubleshooting
- Inventory Management
- Customer Service
- Training and Mentoring
- Record Keeping
- Regulatory Compliance
- Enforcement Strategies
- Problem-Solving
- IT Service Request Management
- Technical Support for Apple/Windows Systems
- Bar Management
- Customer Dispute Resolution
Accomplishments
- Leveraged Excel for data analysis, identifying trends and improving decision-making processes.
- Utilized CMS to increase case resolution rates by 25%, ensuring effective and timely case management.
- Implemented client support plans using Salesforce, improving client engagement and service outcomes.
- Used Outlook to maintain clear and prompt communication with clients, enhancing client relationships and satisfaction.
- Managed and maintained accurate records using SharePoint, ensuring data integrity and compliance with regulations.
Timeline
CASE MANAGER
Baltimore City Child Support Services
09.2023 - Current
TECHNICAL SUPPORT ADVISOR
Apple, INC.
09.2020 - 08.2023
BARTENDER
Phillips Seafood
08.2019 - 08.2020
COLLECTIONS SPECIALIST
ARS National Services
06.2017 - 07.2019
FRONT DESK ASSOCIATE
Hilton Garden Inn
10.2013 - 05.2017
ASSOCIATES IN COMMUNICATIONS -
Baltimore City Community College