Adaptable professional with a versatile background in customer service and administrative support. Recognized for attention to detail and ability to address diverse client needs, driving workflow improvements and enhancing overall service quality.
Overview
2018
2018
years of professional experience
Work History
Case Development Associate
SSDC Inc
Farmington Hills, MI
04.2012 - 09.2017
Provided customer support by efficiently answering phone inquiries and resolving issues.
Gathered comprehensive health data from clients to support accurate disability filing.
Executed filing processes to support administrative operations and enhance workflow efficiency.
Managed comprehensive data entry tasks on spreadsheets to maintain up-to-date client records.
Facilitated communication by forwarding relevant information to advocates from incoming mail.
Call Center Representative
AMI Inc
Livonia, MI
2007 - 2012
Assisted customers with inquiries and resolved issues promptly.
Provided product information to enhance customer understanding and satisfaction.
Conducted follow-up calls to ensure resolution and customer happiness.
Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Paraprofessional
Wayne Westland School District
Westland, MI
1998 - 2004
Provided individualized support to students with diverse learning needs and challenges.
Facilitated small group instruction, fostering engagement and participation among students.
Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
Sat with special education students when teacher was off
Helped students with guided reading.
Was secretary of PTO
Bank Teller
First Federal of Michigan
Dearborn, MI
1989 - 1994
Processed customer transactions efficiently and accurately, ensuring compliance with banking regulations.
Assisted customers with account inquiries, providing exceptional service and resolving issues promptly.
Maintained cash drawer accuracy through diligent counting and balancing procedures.
Took classes to become a certified teller
Executed daily operational tasks independently while adapting to varying customer needs and demands.
Educated customers on banking products and services, enhancing their financial literacy and satisfaction.
Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA
Project Development Officer II /Case Manager at Department of Social Welfare and Development - Field Office XIProject Development Officer II /Case Manager at Department of Social Welfare and Development - Field Office XI