Escalation Desk Supervisor Resume Example

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ESCALATION DESK SUPERVISOR
Summary

Hardworking and reliable Professional with strong ability in Customer Service

and Data Entry. Offering Adaptable and driven, Strong work ethic, and Bilangual. Highly organized, proactive and punctual with team-oriented mentality.

Skills
  • Scheduling and calendar management
  • Accounts payable and receivable
  • File and data retrieval systems
  • CRM and office management software
  • Data entry
  • Time management
  • Microsoft Office
  • Bilangual English Spanish Fluent
Experience
Christiana Care Health System | Camden , NJEscalation Desk Supervisor11/2008 - Current
  • Processed incoming reservation calls and applied up-selling techniques to inform callers of premium services.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Researched and resolved all customer issues.
  • Provided clients with assistance in preparing required travel documents and forms.
  • Acquired detailed knowledge of services, promotions and events to offer added value to travelers.
  • Assembled and issued required documentation, such as tickets, travel insurance policies and itineraries.
  • Contacted customers to advise on travel conveyance changes and to confirm reservations.
Eatstreet | Patch Grove , WICase Manager II06/2001 - 06/2006
  • Communicated with legal services providers, social services agencies and local judicial systems regarding cases.
  • Aided clients in identifying and removing barriers to financial self-sufficiency.
  • Interviewed persons applying for public assistance programs.
  • Planned and organized 150 caseloads to ensure timely eligibility determinations weekly.
  • Participated in and successfully completed on-the-job training, including Medicaid and SNAP.
  • Analyzed public assistance applications and determined eligibility for benefits.
  • Called applicants to set up appointments and explain benefits processes.
  • Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
  • Explained eligibility details and affordability options to patients with kindness and respect.
  • Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
  • Processed benefits applications, including documents for food stamps and medical assistance.
  • Reviewed criteria for different aid programs to determine eligibility for various applicants.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Inputted all communication with applicants into computer system to facilitate future clarification and knowledgeable support.
  • Conducted interviews with applicants, explaining benefits process and which programs were available.
Johnston County Department Of Social Services | City , STATEIncome Maintenance Caseworker10/1999 - 06/2002
  • Participated in and successfully completed on-the-job training, including Medicaid and .
  • Analyzed public assistance applications and determined eligibility for benefits.
  • Interviewed persons applying for public assistance programs.
  • Aided clients in identifying and removing barriers to financial self-sufficiency.
  • Planned and organized entire Hispanic caseload for Johnston Co to ensure timely eligibility determinations weekly.
  • Conducted interviews with applicants, explaining benefits process and which programs were available.
  • Processed benefits applications, including documents for food stamps and medical assistance.
  • Called applicants to set up appointments and explain benefits processes.
  • Reviewed criteria for different aid programs to determine eligibility for various applicants.
  • Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
  • Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
  • Explained eligibility details and affordability options to patients with kindness and respect.
  • Analyzed information from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to assess clients' abilities, needs and eligibility for services.
  • Inputted all communication with applicants into computer system to facilitate future clarification and knowledgeable support.
  • Resolved interpersonal conflicts by listening, finding common ground and building relationships.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Cultivated effective fact-checking and research talents from daily reviews of program eligibility requirements.
  • Performed site evaluations, customer surveys and team audits.
Education and Training
Johnston Community College | City, StateGED06/1993
Hobbies

Outdoors, Spending time with Grandchildren and Cooking.

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Resume Overview

School Attended

  • Johnston Community College

Job Titles Held:

  • Escalation Desk Supervisor
  • Case Manager II
  • Income Maintenance Caseworker

Degrees

  • GED

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