Terricetia Ealem

I am a customer-focused Case Manager and Subject Matter Expert with over 10 years of experience in customer service, case management, and team leadership. I consistently manage complex cases, de-escalate issues, and deliver high-level support across phone, email, and chat channels.

In my current role with Genesis / Hyundai Motor America I audit case files for quality, generate performance reports for management, and act as team lead in supervisors' absence. I mentor new hires through training and nesting, assign cases, and provide coaching to improve operational performance.

Previously, I supported EVS operations at a major medical center, handling scheduling, multi-line phone systems, and interdepartmental reporting while ensuring patient-centered service and a safe environment. Earlier roles reinforced my strengths in infection prevention, food safety, and high-volume service environments.

I hold practical certifications including a CDL Class B and Food Handler Certificate, and I bring strong computer literacy, Microsoft Office skills, and a collaborative, growth-oriented work ethic. I am eager to contribute to a dynamic team that values service excellence and professional development.