ESSS Supervisor Resume Example Department Of Children And Families

ESSS SUPERVISOR

Summary

Capable of working independently or with supervision, quick learner and able to multi-task. Excellent interpersonal, written and verbal communications skills. Committed to address Customer Service concerns.Go above and beyond to exceed my goals.

Highlights

Microsoft Office, which includes Microsoft Works, Excel, Word and PowerPoint.

Accomplishments

I have over 9 years of experience working in Customer Service, have been promoted due to my outstanding job.

Experience

ESSS SupervisorJul 2015 to Current
Department of Children and Families - Miami, FL

Works closely with employees, monitored attendance, daily production, and assist with any technical questions needed policy related.
Supervise the activities, QA errors, calls monitoring.
Analyze and recommends corrective steps to improve customer service levels Prepare Monthly Evaluation's and Reports.
Contributes to the development of the documentation of Customer Service processes, departmental/customer policies and Customer Service Representative training materials to improve consistency and efficiency in the department Assist Manager in compiling information for performance appraisals Utilizing exceptional communication skills, critical thinking, problem resolution and decision making to enhance the customer experience Providing leadership to direct reports, including coaching and training Maintains strong relationships and works as a team with Account Managers and the Customer Service Manager to ensure smooth and efficient cross functional processes that affect the customer experience.

Economic Self-Sufficiency Specialist IIMar 2014 to Jul 2015
Department of Children's and Families - Miami, FL

Performs quality management system reviews as assigned; Reviews case reading errors with the Eligibility Self Sufficiency Specialist I, and ensures corrections are completed accurately and timely; Reviews and analyzes data from quality control and all monitoring sources and provides training in the areas in which problems are identified; Follows established unit procedures to determine eligibility for public assistance benefits within designated time frames as required by Federal and State laws and Department policy and procedures; Maintains assigned work responsibilities by taking prompt action on all case management activities including medical expense (bill) tracking, changes, sanctions, data exchange, alerts, ad-hoc reports, and Medicaid file resolution; Takes appropriate corrective action on identified errors through the quality management system, management evaluation reviews, and quality control reviews; Answers general telephone inquiries and exchanges information with other agencies and Department staff; Assists customers with referrals to other agencies and community resources and assists customers and providers with questions or concerns pertaining to eligibility; Maintains and develops professional knowledge and skills by participating in supervisory performance conferences, staff meetings, mandatory training, and workshops as assigned or required; Performs special work assignments and other related work/duties as required or assigned.

Economic Self-Sufficiency Specialist IDec 2010 to Mar 2014
Department of Children's and Families - Miami, FL

Responsible for answering phone calls from clients who have either applied for or are receiving public assistance benefits to include Supplemental Nutrition Assistance Program (food stamps), Medicaid and or temporary cash assistance.
Complete report changes that may affect their eligibility for these programs or to ask questions, need an interview and inquiry about their benefits.
Utilizing the computer to process the changes as necessary and to answer their questions.
These changes could include a change in income, living address, household composition, or a simple question.
Staff working in the call center use a headset and are on the phone for the entire time.
Have good customer service skills, can work in a structured environment, are able and willing to talk on the phone all day, be seated at the desk all day, work in a large open office, and able to type accurately and quickly and be proficient in the use of the computer.
Work in a fast paced environment and multi-task, adapt to change and be a team player.

Education

Social WorkerCurrentMIAMI DADE COLLEGE - Miami, FL, Miami-Dade

High School Diploma08/2004Nuestra Senora de la Altagracia - Higuey, Dominican Republic

Languages

Bilingual:English, and Spanish fluently.

Skills

ad, ask, benefits, call center, case management, coaching, communication skills, conferences, critical thinking, clients, Customer Service, customer service skills, decision making, documentation, English, fast, functional, leadership, meetings, Excel, exchange, Microsoft Office, office, PowerPoint, Word, Works, Microsoft Works, performance appraisals, policies, problem resolution, processes, quality management, QA, quality control, reading, receiving, Spanish, structured, supervisory, team player, telephone, phone, training materials, type, workshops, composition

Resume Overview

Companies Worked For:

Department of Children and Families
Department of Children's and Families

School Attended

MIAMI DADE COLLEGE
Nuestra Senora de la Altagracia

Job Titles Held:

ESSS Supervisor
Economic Self-Sufficiency Specialist II
Economic Self-Sufficiency Specialist I

Degrees

Social Worker Current
High School Diploma 08/2004

ESSS Supervisor Resume Example

Resume Score: 100%

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