Human Service Specialist 3 Resume Example State Of Oregon

HUMAN SERVICE SPECIALIST 3

Professional Summary

Client-focused Human Services Specialist with skills needed to properly explain programs, policies and procedures to clients of all cultures and ethnicities. Determined employee with over five years of analyzing data to determine client eligibility. Successful establishing working relationships with clients, community resources and other agency staff.

Knowledgeable and dedicated customer service professional with extensive experience in retail, insurance, utilities and government industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills

Customer service
Proficient in most Microsoft Windows programs
Health decision assistance
Written and verbal communication
Data Analysis

Interviewing skills
Client needs assessments
File and records management
Training and mentoring

Work History

Human Service Specialist 3, 12/2019 to Current
State Of Oregon – Hillsboro, OR

Acted as mandatory reporter of abuse in confidential and conscious manner.
Established positive relationships with aid recipients and assessed goals, working hard to address individual needs and tailor services to suit them.
Inputted information and obtained quantitative and qualitative data on client details to provide services requested.
Maintained heavy caseload of cases by utilizing effective time management and organizational skills.
Met with clients to conduct assessments of current situations and establish what needs to address.
Worked with others to manage numerous competing interests simultaneously and delegate accordingly to maximize productivity.
Processed applications and followed strict procedures to keep sensitive data confidential.
Described procedures, requirements and benefits to clients and interested parties.
Utilized complex client management systems, both digital and manual and maintained sensitive information in highly encrypted databases.
Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
Kept and established comprehensive case files to support proper documentation and record retention.
Interviewed applicants for services and supported application completion as necessary.
Participated in trainings and seminars to improve skills set and knowledge.
Answered high volume of calls and provided assistance through effective listening and question response skills.

Senior Customer Service Representative, 07/2013 to 10/2019
Blue Cross Blue Shield Of Vermont – Montpelier, VT

Engaged clients in person and over phone to answer questions and address complaints.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
Informed customers of product, price and policy changes to educate on issues and resolve concerns.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Researched and rapidly resolved client conflicts to maintain superior customer service metrics.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Leveraged consistent, successful strategies to meet and exceed performance goals.

Loans Processor 1, 07/2012 to 04/2013
AIG – Amarillo, TX

Issues reports for old and new loans based on field inspections of loan sites.
Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants.
Looked over and approved various types of loans.
Provided quick turnaround times to maintain fast-past schedule.

Customer Account Supervisor, 11/2004 to 06/2012
Atmos Energy – Amarillo, TX

* Answer high volume of internal and external customer service calls from three call centers and 12 states.

* Provide support and assistance to peers with system navigation, account status, information retrieval, processes and direction.

* Handle escalated calls hostile, angry and difficult in nature.

*Diffuse angry, upset and confused customers and fellow employees while consistently being a high performer by team and call center metrics.

*Resolve complaints from hostile customers via email.

*Provided coaching and feedback to peers as needed.

Education

Bachelor of Science: Criminal Justice, 05/1997
West Texas A&M University - Canyon, TX

No Degree: Computerized AccountingDelta School of Business And Technology - Lake Charles, LA

Additional Information

I have worked with and served the public for all 30 + years of my work life. I have interacted via phone and face to face to meet the needs of the public while balancing the needs of my employers. I am dedicated to public service.

Resume Overview

Companies Worked For:

State Of Oregon
Blue Cross Blue Shield Of Vermont
AIG
Atmos Energy

School Attended

West Texas A&M University
Delta School of Business And Technology

Job Titles Held:

Human Service Specialist 3
Senior Customer Service Representative
Loans Processor 1
Customer Account Supervisor

Degrees

Bachelor of Science : Criminal Justice , 05/1997
No Degree : Computerized Accounting

Human Service Specialist 3 Resume Example

Resume Score: 80%

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