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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLEPHONE NUMBER AVAILABLEEDUCATIONChicago State University8/Street Address 6/1993 Social Work, SociologyWilbert Wright Community College8/1995 6/1997Business AdministrationWORK EXPERIENCEDepartment of Human Services,Contractual Employee2/23 - 6/23Provide exceptional customer service to customers applying/reapplying for public assistance benefits including Medicaid/Medicare healthcare insurance. Process customers request ensuring all benefits are accurate in amounts and issued timely. Resolve customers issues in a fast-paced environment. Answering questions regarding all programs offered by the agency, as well as providing referrals to other services available from outside agencies as it relates to housing, rental and mortgage assistance.Depart Department of Human Services, Temporarily Assigned, Assistant PublicAdministrator3/1/2018 - 12/31/22 Assistant Administrator of a state agency local office. The primary goal of the agency was to ensure all customers receive superb customer service in their time of need as well as secure confidential information. In addition, my responsibilities included supervision of 14 managers, 130 casework and clerical staff. and confidentiality with their request for benefits. Collaborate with management staff daily to determine priority assignments. Ascertain scheduled deadline dates, address multiple customers, office and staff needs simultaneously in a fast-paced environment. Ensure Call center properly staffed, logged in and ready for inbound calls. In addition, shift employees attributes in the Call center software to cover staff shortages. Promote a harmonious environment for staff, establish solid relationships with customers, staff, and community resources. Attend to customer and staff needs/complaints and resolve the issue expeditiously. Facilitate administering of discipline to staff found violating policy and procedures as well as, providing poor customer service. Perform annual evaluations of managers performance and determine if additional training is required. Complete daily reports via excel spreadsheets of tasks completed and send results to the regional office.Department Of Human Services, Human Service Case Manager10/1/2014 2/28/2018Manage a team of 10 Caseworkers assigned to complete case actions regarding customers request for Medicaid healthcare benefits /services as well as incoming calls in the call center. Ensure staff are maintaining confidentiality when conducting customer interviews. Resolve customer issues quickly and ensure excellent customer service is administered with every interaction with all customers. Issue discipline to staff found violating agency policies, procedures, and providing anything less than platinum customer service. Assist staff with problem solving issues, provide training / desk aids that will enable staff to address case actions accurately. Complete annual evaluations of staff performance and determine if a deficit exist. Provide necessary tools to assist staff in meeting goals next evaluation period.Department of Human Services, Human Service Caseworker2/8809/2014Provide excellent customer service to individuals requesting benefits/services. Maintain a case actions of customers receiving benefits offered by DHS such as Medicaid healthcare and supplement nutritional benefits. Collect documents, explain eligibility and program criteria. Determine eligibility of benefits timely.SKILLSSkilled in the usage of Microsoft Office programs (Word, Excel, PowerPoint).Excellent written and verbal communication skills.Excellent organization and prioritization skills. Strong knowledge of governance and administrative systems. Understands organizational & hierarchal designs. Strong problem analysis skills, use of judgment and ability to solve problems efficiently.Skilled in team building and management. |
