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Customer Service Administrative Assistant

Dallas, Texas, United States
May 24, 2018

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Teonni L. Holland

**** **** ******

Dallas, TX **224



● 19+ years customer service experience

● 15+ years written and verbal communication skills

● 15+ years of experience maintaining strict confidentiality

● 5+ years training experience

● 5+ years of experience and comprehension of federal and state programs

● 4+ years accounting experience

● 15+ years of time management experience

● 5 years interview experience

● 5 years casework experience

● 5 years advising experience

● 5 years debt collecting


Agricultural Leadership and Development/ Life Sciences Texas A&M University- College Station, TX

Bachelor of Science Degree- August 2006


Investigator I (Child Protective Services), March 2017- May 2018 D epartment of Family and Protective Services- Dallas, TX

● Conducts forensic investigations of reports of abuse/neglect to children to determine if abuse or neglect occurred and conducts assessments to determine the current or future risk of harm to children

● Interviews people in the case such as the parents, caregivers, person who reports the concern, family members, and others familiar with the family situation. This may include medical staff, teachers, law enforcement, etc.

● Talks frankly and objectively with families about matters they may consider personal and private, such as parenting decisions and actions, sexual abuse, income, money management, and personal relationships.

● Determines action to be taken to remove or to reduce an immediate threat to the safety of a child to include working with families to identify family members who can assist with keeping the child safe, testifying in court to seek emergency protective services, placing children in substitute care, referring family for immediate crisis intervention therapy or other community resources.

● Documents all relevant and appropriate information gathered during the investigation and completes all required forms accurately and in a timely manner. Also gathers family and kinship information.

● Develops and maintains effective working relationships with law enforcement officials, judicial officials, legal resources, medical professionals, and the community.

● Works under constant deadlines that require prioritizing tasks and the ability to work flexible hours. Medical Eligibility Specialist II (MEPD PLUS Worker), November 2015-March 2017 T exas Health and Human Services Commission- Dallas, TX

● Accurately determines eligibility for long-term care services with Medicaid Programs (Medicare Savings Programs, Community Care Services, Waiver programs, and rehabilitation/nursing facility assistance), Children's Medicaid, CHIP, TANF Level Medicaid, Pregnancy Medicaid, TANF Cash Assistance, and Supplemental Nutrition Assistance Program (SNAP)

● Interview clients, document information gathered, processes changes, determine benefits and requirements

● Reviews eligibility of clients for ongoing services (applications and redeterminations)

● Document case records using automated equipment to form a record for each client

● Communicate on an intermediate level with others to provide, exchange, or verify information, answer inquiries, address issues, or resolve complaints and/or problems

● Assist with facilitating SNAP On The Job Training classes when needed Texas Works Advisor II, August 2012-November 2015

Texas Health and Human Services Commission- Dallas, TX

● Accurately determines eligibility for TANF, Food Stamps and/or Medicaid Programs (Children's Medicaid, TANF Level Medicaid, Pregnancy Medicaid)

● Interview clients, document information, determine benefits, verify case data, and explain program benefits and requirements

● Reviews eligibility of clients for ongoing services

*Moral Committee Member

*Sunshine Committee Head

Lead Loss Mitigation Process Coordinator, August 2007- August 2012 S antander Consumer USA- Dallas, TX

● Process invoices from the company’s nationwide vendors using GL coding, accounting, and research using MySup, WebTracker, Catalyst, iREPO, AutoIMS, and Microsoft applications

● Pay invoices in a timely manner to represent company ethics with time management

● Research vendors, vendor information, and notated information from vendors and Santander associates

● Liaison- Contact vendors regarding inaccuracies, rejections, non-reported information, and improperly allocated fees

● Assist with incoming computer generated faxes regarding condition reports and updates on repossessed units

● Assist in negotiating and approving repossession fees

● Collecting debts from repossession agents and clients

● Multitask within different systems and online site

● Complete daily Excel reports

● Interact with other internal departments to guarantee efficiency

*Assist HR with daily tasks when needed (2007-2010)

B oard of Regents Student Administrative Assistant, Sept. 2002- Aug. 2006 T exas A&M University- College Station, TX

● Public relations

● Assisted regents with confidential meetings and social gatherings

● Headed main desk while executive assistants were away for board meetings

● Provided transportation for regents to and from important events

● Hospitality-ensured regents university hotel rooms were equipped with their requests and desires T ransportation Services Customer Service Representative/Cashier Feb. 2004- Aug. 2006 T exas A&M University- College Station, TX

● Supervised and trained incoming employees

● Assisted customers with parking and paying parking fees and fines

● Helped employees and alumni with validations and servicing

● Assisted with main events including Big 12 conferences

*Previous customer service jobs include, working for Ticketmaster, Greyhound Lines, PFSweb, Dallas Museum of Art, and The Perot Museum

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