Zakia Thomas

Dedicated and detail-oriented Case Manager and Customer Service Professional with extensive experience in public assistance administration, healthcare eligibility, financial services, and client advocacy. Demonstrated success managing high-volume caseloads, interpreting state and federal regulations, processing claims and payments, and resolving complex customer issues while maintaining strict confidentiality and regulatory compliance. Recognized for exceptional communication, analytical problem-solving, and the ability to build positive relationships with diverse populations.

Committed to delivering outstanding service, improving operational efficiency, and supporting organizational goals.

Customer Care Professional at AMERICAN EXPRESS (2021-08 – 2026-05)

• Managed complex customer accounts while delivering exceptional service across billing, payment processing, and account resolution.
• Resolved high-priority billing disputes through thorough account analysis and effective problem-solving.
• Negotiated customized payment arrangements that balanced customer needs with company policies and financial risk guidelines.
• Maintained detailed and accurate documentation using enterprise CRM systems to ensure compliance and seamless case management.
• Investigated account discrepancies, researched transaction histories, and implemented timely solutions that improved customer satisfaction.
• Consistently demonstrated professionalism, empathy, and sound judgment while handling sensitive financial information.

Case Manager at GWINNETT COUNTY DIVISION OF FAMILY AND CHILDREN SERVICES (DFCS) (2019-07 – 2021-04)

• Determined eligibility for Medicaid, TANF, and other state assistance programs while managing a high-volume caseload.
• Applied Georgia and federal regulations to ensure accurate benefit determinations and policy compliance.
• Processed claims, adjustments, refunds, and eligibility updates with exceptional attention to detail.
• Conducted comprehensive case reviews, maintained accurate records, and safeguarded confidential information in accordance with HIPAA regulations.
• Assisted clients in navigating complex benefit programs while providing compassionate guidance and support.
• Reduced processing errors through careful documentation and regulatory compliance.

Night Staff Coordinator at ATHENS AREA HOMELESS SHELTER (2016-07 – 2021-05)

• Oversaw nightly shelter operations while ensuring the safety and well-being of residents.
• Provided crisis intervention, case support, and referrals for individuals and families experiencing homelessness.
• Coordinated volunteers and community resources to improve operational efficiency and resident services.
• Connected clients with healthcare providers, employment services, educational programs, and legal assistance.
• Maintained facility documentation, inventory, and compliance with organizational policies and safety standards.
• Fostered a supportive and respectful environment while assisting residents through challenging circumstances.

High School Diploma – West Aurora High School