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Skills

  • Onboarding process optimization
  • Inter-agency collaboration
  • Regulatory compliance
  • Financial literacy program development
  • Budgets
  • Problem-solving under pressure
  • Data accuracy tracking SAP
  • Application review and auditing
  • Communications
  • Project organization

Work Experiences

  • Analyzed customer financial situations.
  • Answered 13 calls per 6 months to help customers with their questions and concerns.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Authored procedural guidelines for Salesforce, resulting in a 77% faster onboarding process for new financial aid recipients.
  • Collaborated with a team of 6.
  • Achieved a 68% success rate in applications.
  • Authored procedural guidelines for ServiceNow.
  • Accomplished an Outstanding Service Award in customer service.
  • Conducted monthly audits of financial aid disbursements, identifying and correcting discrepancies worth $2, reporting a 33% accuracy.

Summaries

  • Achieved a 58% reduction.
  • 4 years of experience in improving application processes.
  • Achieved a 68% improvement in resolution times.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Adept at handling urgent financial assistance cases.
  • Achieved a 20% improvement in client service performance.
  • Analytical Financial Assistance Worker with expertise in financial literacy program development, increasing community program participation by 66% and significantly improving client repayment success.
  • Customer-focused Financial Assistance Worker highly praised for ensuring timely benefits allocation, leading to a 45% reduction in default rates through focused financial counseling.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Offered bilingual support services to French speakers, enhancing service accessibility and reducing processing delays by 19%.
  • Collaborated with 6 community organizations to ensure seamless access to multi-service benefits for underserved populations.
  • Guided clients through complex application procedures, resulting in a 21% approval rate improvement in financial aid distribution.
  • Achieved 81% improvement in initial case resolution through careful management of client documentation and eligibility screening.
  • Developed and implemented protocols leading to 29% faster approval times for high-priority financial assistance cases.
  • Implemented automated verification processes in partnership with IT, reducing manual workload by 28% and increasing accuracy.
  • Contributed to continuous process improvement by recommending changes adopted by upper management, reducing case processing time by 3 days.
  • Devised process improvement strategies for managing benefits allocation, leading to a 71% reduction in errors.
  • Developed training materials on legal documentation standards for financial reviews, reducing average error rates by 54% in 2018.
  • Collaborated with team of 13 in the development of framework.

Affiliations

  • National Eligibility Workers Association (NEWA)
  • Emergency Financial First Responders Coalition
  • Association for Computing Machinery
  • American Marketing Association
  • Association of Government Accountants (AGA)
  • Public Welfare Financial Management Standards Board
  • National Association of Workforce Boards (NAWB)
  • Toastmasters
  • Society of Human Resource Management
  • Association of Information Technology Professionals

Certifications

  • Certified Public Accountant (CPA)
  • Certified Social Work Case Manager (C-SWCM) – 2017
  • Certification in Client Benefits Coordination - Jira 2024
  • Certified Public Assistance Counselor (CPAC) - Arizona
  • SHRM Certified Professional (SHRM-CP)
  • Certified Immigration Support Specialist (CISS) 2024
  • ServSafe
  • Human Services Board-Certified Practitioner (HS-BCP)
  • Apple Certified Associate (ACA)
  • Accredited Financial Counselor (AFC) – Summit Group

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