Texas Worker Advisor III Resume Example Texas Health & Human Services

TEXAS WORKER ADVISOR III

Summary

Maintain a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Highlights

Accomplishments

Worked with company systems Tiers and diligently completed all assigned tasks, working overtime as needed.
Researched, calmed and rapidly resolved client conflicts to prevent loss of benefits and delinquents.

Experience

Texas Health & Human ServicesHouston, TXTexas Worker Advisor III01/2009 to 01/2012

Accurately determines eligibility for TANF, Food Stamps and/or Medicaid Programs.
Interviewed clients individually and with families to determine what services would best address their needs.
Educated clients and their families regarding other community resources.
Review eligibility of clients for ongoing services.
Processed changes to client status, over payments, and adjusts or restores benefits.
Communicated with clients via phone, mail and in person to obtain eligiblity for benefits.
Documented case records using automated equipment to form a record for each client.
Scheduling appointments and follow ups.
Maintained a caseload of 50 clients per week, working under strict deadlines.
Provided friendly customer services and clerical work, such as filing, mailing, faxing, & copying.
Other duties assigned.

Classic Tele-ServicesHouston, TXCustomer Service Representative 03/2008 to 09/2008

Provided friendly customer services and clerical work, such as filing, mailing, faxing, & copying
Performed and process customer's orders in a courteous, efficient and timely manner.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Addressed customer service inquiries in a timely and accurate fashion.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Maintained up-to-date records at all times.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Other duties assigned.

Texas Health and Human Services CommissionHouston, TXChildren Medicaid Technician (Case Worker)11/2006 to 11/2007

Obtained, verified, and calculated income and resources to determine if client are eligibility for Medicaid.
Interviewed clients or authorized representative to gather information to determine eligibility for Medicaid.
Maintained a caseload of 40 applications per day, working under strict deadlines.
Documented case records using automated equipment to form a record for each client.
Communicated on an intermediate level with others to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.
Clerical duties, such as filing, mailing, emailing, and scheduling appointments.
Other duties assigned.

Classic Tele-ServicesHouston, TXOffice Manager/Supervisor/Customer Service Representative05/1998 to 09/2006

Managed daily office operations and maintenance of equipment.
Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information.
Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.
Organized files, developed spreadsheets, faxed reports and scanned documents.
Received and screened a high volume of internal and external communications, including email and mail.
Created quarterly reports on the inventory and what was used by employees and subcontractor.
Provided information to customers on account balances, adjustments, general information and customer assistance through research and /or analysis.
Developed and implemented policies, procedures and process improvement initiatives to increase customer satisfaction.
Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Resolved customer questions, issues and complaints.
Effectively communicated with team members to maintain clearly defined expectations.
Provided a high level of product and leadership support to representatives and clients.
Addressed negative customer feedback immediately.
Interviewed, hired and trained new quality customer service representatives.
Created training manuals targeted at resolving even the most difficult customer issues.
Conducted new employee orientation to foster positive attitude toward organizational objectives.
Various duties assigned.

Education

Diploma1998Worthing High School, Houston, TX

Skills

Microsoft Word, Excel, Outlook, PowerPoint, Publisher and Access. QuickBooks, Type 40wpm, Internet Explorer, Ten Key by Touch and Sight.

Resume Overview

Companies Worked For:

School Attended

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Degrees