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Skills

  • Flexible schedule
  • Lotus Notes
  • Cross-functional team management
  • Microsoft Outlook
  • Spreadsheets
  • Promotional support
  • Active listening
  • Cheerful and energetic
  • Applicant engagement
  • Process improvement

Work Experiences

  • Answered product questions using up-to-date sales and store promotions information.
  • Communicated with people from various cultures and backgrounds during the application process.
  • Received numerous positive reviews praising my commitment to providing excellent customer service.
  • Reviewed applications for various aid programs and determined which individuals met the eligibility requirements.
  • Provided prompt and courteous assistance to customers in person and over the phone.
  • Worked night and weekend shifts, securing $9 in orders in three years during the holiday season.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Responded to customer calls in a timely and professional manner.
  • Gained an in-depth understanding of product information and was able to provide knowledgeable responses to a variety of questions.
  • Used a POS system to itemize and total the purchases of 4 customers.

Summaries

  • Eligibility Specialist with 2 years of successful performance reporting and risk assessment experience.
  • Fluent in German. Personable and professional communicator.
  • Considered to be a team player with outstanding multitasking abilities.
  • Dedicated to expanding job opportunities by forging strong bonds with employers and job seekers.
  • Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
  • Self-motivated and hardworking, with excellent communication skills and knowledge in project management.
  • Over 11 years of experience providing information in a fair, accurate, and respectful manner.
  • Eligibility Specialist who has a track record of consistently exceeding sales targets.
  • Professional in retail sales with experience in product placement and merchandising.
  • Eligibility Specialist is an outgoing individual who excels at customer satisfaction and retention.

Accomplishments

  • Assisted over 6 households in navigating complex eligibility requirements for process, ensuring clients retained essential benefits and improving overall satisfaction by 27%.
  • Developed and delivered compliance training sessions for new hires, focusing on detailed eligibility assessment techniques and fraud prevention, increasing new hire accuracy rates by 66%.
  • Spearheaded a department-wide effort to digitize eligibility records, improving document retrieval times from 17 minutes to 9 seconds.
  • Collaborated with team of 15 in the development of process.
  • Trained and mentored junior staff on best practices for eligibility determination and fraud detection, resulting in a 40% improvement in team efficiency in 2019.
  • Implemented a new eligibility tracking system using Workday, decreasing processing times from 8 hours to 10 hours, resulting in significant time and cost savings for the organization.
  • Cashier: Achieved highest Number of new credit accounts opened within one-month period.
  • Customer Follow-up: Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Resolved product issue through consumer testing.
  • Collaborated with the IT department to enhance system functionalities for fraud detection, reducing false positive rates by 41% and improving overall claim integrity.

Affiliations

  • The National Network for Social Work Management (NNSWM)
  • Society of Human Resource Management
  • National Fraud Prevention Professionals Network (NFPPN)
  • National Council on Identity Management (NCIM)
  • Associates in Government Assistance Programs (AGAP)
  • Social Services Workers Association (SSWA)
  • Lions Club
  • Council of State Administrators of Vocational Rehabilitation (CSAVR)
  • Jaycees
  • American Medical Informatics Association

Certifications

  • Project Management Professional (PMP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Business Analysis Professional (CBAP)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Case Manager (CCM)
  • Eligibility and Enrollment Specialist (EES) Certification
  • Certified Public Eligibility Specialist (CPES) by North Carolina
  • Certified Medicaid Planner (CMP)
  • Certified Benefits Professional (CBP) by Beacon Labs
  • Adobe Certified Expert (ACE) Jira

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