Kacy Huffman - Aljanabi
Fort Bragg
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced with data entry, document management, and administrative tasks. Knowledge of maintaining accurate records and supporting team operations effectively. Personable and organized, with knack for multitasking and maintaining positive customer service experience. Excelled in managing high call volumes and providing comprehensive training, enhancing team product knowledge and efficiency. Committed to ensuring smooth and efficient operations that enhance client satisfaction.
Overview
13
13
years of professional experience
Work History
Case Management Lead
Valued Relationships Inc
12.2021 - Current
- Professionally assist case managers, nationwide with product information to better serve their clients.
- High volume of daily referral referral entry
- High volume of inbound calls from case managers, clients and potential new clients.
- Excellent customer service through friendly, knowledgeable and positive communication.
- Respond to case manager requests for products, services, and company information.
- Provide knowledgeable information to potential clients via phone.
- Handling private pay referrals via phone boosting sales revenue.
- Provide comprehensive training for our new hires and current team members, resulting in stronger product knowledge and referral entry which varies state to state.
- Strong work relationship with Case Management Manger to better assist our employees and reach internal monthly goals.
CSR/Data Entry Specialist
Unitech Composites
06.2012 - 06.2020
- Completion of customer based ordering report; an internal report analyzing customer product usage/demand.
- Daily report of data entry; accurately entering high volume of purchase orders, processing shipment reports, handling returns, providing financial forecasting.
- Handling high volume of customer emails, resolving issues, answering product questions.
- Providing customers with daily status of open orders.
- Monitoring customer open order reports and supporting internal production information to our financial team.
- Monthly auditing of open orders verifying customer due dates, pricing, inventory quantities, and shipping locations.
Education
High School Diploma -
Walla Walla High School
Walla Walla, WA06-2002
Skills
Windows, Outlook, Excel, 10-Key, Teams
Excellent Email/Phone Communication
Strong Ability to Multi-Task
Excellent Problem Solving Skills
Ability to Manage High Call Volume
Meticulous Data Entry
Superb Organizational Skills
Outstanding Customer Service
Willingness to Learn and Grow
Wonderful Team Player with sunny disposition
Able to work overtime as needed
**Remote Only**
Accomplishments
Promoted from Customer Service Rep to Welcome Team Lead in 2023. Assisted management with overseeing 20+ Reps, training, coaching, address QA issues and addressing daily questions pertaining to product knowledge/referral entry. I became a Case Management Lead in 2024. Working side by side with management in coaching and assisting a smaller team dynamic. Assisting reps with higher referral data entry questions as well as private pay client training. Constant training is required as we work with different insurance and healthcare agencies, nationwide.
100 QA Goal for inbound referral calls
I have achieved 100% QA scores (quality care for inbound & outbound calls) for multiple end of quarter reviews.
Timeline
Case Management Lead
Valued Relationships Inc
12.2021 - Current
CSR/Data Entry Specialist
Unitech Composites
06.2012 - 06.2020
High School Diploma -
Walla Walla High School
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