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Skills

  • Client Dispute Resolution
  • MS Office
  • Training and onboarding
  • Proficiency in Workday
  • Communications
  • Team building
  • Customer satisfaction tracking
  • Change Management
  • Benefit application support
  • Effective communication skills

Work Experiences

  • Built positive relationships with clients and stakeholders, providing high-quality service that supported overall department goals and objectives.
  • Contributed to a new initiative to digitalize benefit applications, reducing processing times by 26% while enhancing user experience.
  • Collaborated with the compliance.
  • Followed guidelines when reviewing applicant data to determine eligibility for financial assistance.
  • Collaborated with IT to troubleshoot system issues, ensuring that application processing could continue without interruptions.
  • Collaborated with social services to ensure holistic support for clients, leading to 21% of eligible clients receiving additional benefits or services.
  • Analyzed trends in eligibility determinations.
  • Assisted those facing hardships.
  • Documented accurate descriptions of required job duties, working hours, and wages by writing job orders for employers.
  • Organized 4 mock interview seminars to help people improve their interviewing and communication skills.

Summaries

  • 5 years of experience processing high-volume applications.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Employers and community organizations are contacted to identify job opportunities for clients.
  • Eligibility Service Clerk with 14 years of successful risk assessment and performance reporting experience.
  • Advocated on behalf of clients.
  • Dedicated to expanding job opportunities by forging strong bonds with employers and job seekers.
  • Achieved favorable resolutions in 29% of cases.
  • Clear understanding of risk assessment and performance reporting as well as cross-functional collaboration training.
  • Collaborative team member.
  • Adept at resolving client benefit disputes.

Accomplishments

  • Helped design a client feedback system, leading to the identification of key service pain points and a reduction in application processing complaints by 62%.
  • Analyzed historical data trends to forecast peak workload periods, resulting in an optimized resource allocation that reduced backlog by 36% during high-demand seasons.
  • Presented quarterly workshops that improved benefit application completion rates by educating citizens on program eligibility, resulting in a 29% increase in successful applications.
  • Achieved 64% daily accuracy in documentation retention for sensitive applicant records, ensuring compliance with regulatory standards and data privacy laws.
  • Delivered clear, accurate explanations of complex eligibility guidelines to applicants, decreasing customer confusion and improving self-service rates by 18%.
  • Led a pilot program that introduced electronic records management, resulting in a 39% reduction in paper-based applications and improved operational efficiency.
  • Provided well-documented feedback to software developers on internal systems, helping to improve user interfaces and reduce errors in client application submittals by 40%.
  • Led cross-departmental process improvement meetings, which reduced application processing delays by 72% and enhanced interdepartmental communication.
  • Streamlined front-line customer interactions, improving customer satisfaction scores by 52% and expediting the eligibility determination process.
  • Developed risk mitigation strategies during internal audit preparations, ensuring zero violations in document security and retention practices.

Affiliations

  • American Association of Service Coordinators (AASC)
  • Social Security Administration Alumni Association
  • National Governors Association – Social Services Best Practices Working Group
  • Online Member Forum for Social Services Workers
  • International Association of Administrative Professionals
  • Council on Social Work Education (CSWE)
  • National Organization for Human Services (NOHS)
  • National Association of Case Management (NACM)
  • Association for Computing Machinery
  • International Association for Public Participation (IAP2)

Certifications

  • CompTIA Security+
  • Salesforce
  • Certified in Social Services Eligibility 2022
  • Certification in Public Assistance Policy and Procedures program
  • Certified Temporary Assistance for Needy Families (TANF) Specialist
  • Apple Certified Associate (ACA)
  • Certified Professional in Human Services Management (CPHSM)
  • Cisco Certified Network Associate (CCNA)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Federal Public Benefits Professional (CFPBP)

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