Case Manager Customer Service
Resume:
Todd Holland
Professional
Spring City, PA *****
ad6l8q@r.postjobfree.com
Authorized to work in the US for any employer
Work Experience
Underwriting Service Assistant
Hartford Steam Boiler Inspection and Insurance - King of Prussia, PA January 2022 to January 2024
• Responsible for multiple aspects of ok the Underwriting process.
• Indexing
• Prep work
• Relationship management with Underwriters
Case Manager/Employment Specialist
Central Behavioral Health
2016 to January 2020
• The Case Manager role focuses primarily on the support of members of the community with mental health and substance abuse challenges.
• Supports consumers in their recovery and to promote community connections.
• Supports consumers in crisis situations and have community connections with Montgomery County Hospitals, various housing networks and mobile crisis.
• The employment specialist evaluates a consumer's readiness for employment and supports their goal of developing the tools and skills necessary to find employment (resume writing, interview skills, computer skills etc.).
• Provides training to department regarding the role of the Case Management Specialist role. Manager, Training and Development
Pet360, Inc
2014 to 2015
• Responsible for recruiting, supervising, and providing ongoing training for all customer service representatives.
• Empowered representatives to improve their customer relationship skills by helping them how to identify and use their individual strengths to resolve customer complaints.
• Produced quality metrics and analysis for the business unit.
• Developed customer service training program and accompanying materials. Communications Administrator/Team Lead
Vanguard
2007 to 2013
• Selected to be part of the pioneer Retail Resolution Team and develop the accompanying training program.
• Delivered departmental overviews to other business units and worked with Vanguard University to assist in the development of department training for new hires.
• Account management at the highest level. Corrected issues on client accounts by addressing errors in the beneficiary transfer process, incorrect wire transfers, unauthorized sales of stocks, bonds and mutual funds and client reimbursements.
• Quantitative analysis of client portfolios to create plans in conjunction with planner's recommendations.
• Worked with legal team to communicate with other financial institutions to initiate and complete transfer of assets from accounts held with outside brokerages. Information Center Assistance Associate
Vanguard
2005 to 2007
• Provided coaching, floor support, peer monitoring, tutoring and assist-line support for the business unit. Responsible for call quality review. Selected to serve as liaison between Operations and Customer Service groups.
● Recipient of 'First Things First' award for exceptional client service
● Awarded 'Coach of the Quarter' for outstanding performing in coaching support Education
Education
West Chester University Social Studies
2002 to 2004
Associate Degree in Liberal Arts
Montgomery County Community College
2002
Skills
• Facilitation
• Quantitative research
• Microsoft Word
• Recruiting
• Communication skills
• Organizational skills
• Time management
Certifications and Licenses
First Aid Certification
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