Customer Service Representative
Resume:
Danielle Henry
**** ******* **, ******, ** ***** • 512-***-**** ***********@*****.***
EXPERIENCE
DANIELLE HENRY
AUSTIN, TX 78721
***********@*****.***
Work History
Health and Human Service Commission, Austin, Texas
Human Services Specialists 2
Oct 09, 2017 - Apr 16, 2018
Performs routine case management work. Work involves collecting, preparing, and reviewing cases for eligibility determinations for grants in the Other Needs Assistance (ONA) provision of the Federal Assistance for Individuals and Households Program (IHP) to assist victims in meeting disaster related expenses or serious needs. Determines, adjusts, and processes IHP-ONA grant eligibility assistance levels, uses an automatic call distribution (ACD) system (toll-free State Disaster Assistance Help Line) to respond to statewide inquiries and requests for assistance: interview applicants, their authorized representatives, and other outside sources; and obtain and verify information to determine, adjust, and process eligibility. Researches and analyzes information. Uses Federal Emergency Management Information System (NEMIS) to document, update and inquire into case records
Appleone, AUSTIN, Texas
CSR
Feb 13, 2017 - Sep 19, 2017
Answer high volume of inbound calls and provide customer service to customers regarding their bill.
Maintain Customer Comes First Attitude
Ability to handle irate, difficult and challenging customers with a poise and professional attitude
Imput information into database in a timely and accurately matter
Adhere to Company policies and procedures
Concentrix, Austin, Texas
CSR
Apr 11, 2016 - Oct 14, 2016
Receive inbound calls from General Motors customers and would assit with troubleshooting issues with Bluetooth and Wi-Fi connections
Assit with new hire training classes, by agent shadowing,providing feedback and tips on how to handle calls and flow process for the calls
Other duties as assigned
MyMatrixx, austin, Texas
Patient Service Representative
Sep 15, 2014 - Mar 10, 2016
. Process medication authorization for injured worker’s
. Take inbound calls from patients,pharmacies,adjusters
. Make outbound calls,take chats,and emails to assit with authorization process
. Other duties as assigned per upper management
Harte Hanks, Austin, Texas
Healthcare Triage Agent
Nov 11, 2013 - Sep 12, 2014
• Assit providers in enrolling and explaining the procedures
• Provide assit with provider's office on EOB's for patients
• Assit with enrolling for benefits
• Other duties as assigned per upper management
MAXIMUS, AUSTIN, Texas
Eligibilty Specialists
Nov 03, 2004 - Mar 15, 2012
Accurately determined eligibility for Medicaid, CHIP and CHIP Pregnancy applications for eligible applicants. Duties include: Using TIERS database to data enter potential Medicaid eligible applicants that live in Travis, Hays, and Williamson counties. Also included using the TIERS database for data retrieval and inquiry. Reviewed and data entered Medicaid and Chip applications on a computer based system called Maxe. Work involved being able to apply and interpret rules, regulations, policy and procedures pertaining to eligibility determination and application processing. Performed all enrollment related functions for Medicaid and Chip applications. Processesd timely updates to the database when there are changes in eligibility status for Medicaid and Chip applications. Responsible for all activities associated with application data entry and program determination. Coordinated with supervisor in performing quality control assessments on Medicaid and Chip applications or Program Technicians. Assisted the Supervisor with special assignment when given. Responsible for copying and faxing off client information. Duties involve working in a multi-task, deadline oriented environment. Work involves paying strong attention to detail when verifying and correcting case information. Responsible for meeting daily quotas within the team. Assisted with training new hires on the rules, regulations, policies, procedures, and the essential job functions. Responsible for communicating effectively both oral and in writing. Duties involved having the ability to multi-task, organize workloads and set priorities. Operations on a daily basis involve using initiative and independent judgements. Worked involved being able to implement administrative procedures and evaluate their effectiveness.
ACS STATE HEALTHCARE LLC, AUSTIN, Texas
CUSTOMER CARE REP
Dec 17, 2009 - Dec 02, 2010
Responds to telephone inquiries and complaints using standard scripts and procedures.
Gathers information, researches/resolves inquiries and logs customer calls.
Communicates appropriate options for resolution in a timely manner.
Informs customers about services available and assesses customer needs.
Provided functional guidance, training and assistance to lower level staff.
Provided assistance, training and troubleshooting support to lower level staff.
Scheduled work to ensure accurate phone coverage; monitored priority of calls and shifts escalated calls to assure resolution to problems.
Prepared standard reports to track workload, response time and quality of input.
Assisted in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.
All other duties as assigned.
Health & Human Service Commission, ROUND ROCK, Texas
TEXAS WORK ADVISOR II
Dec 17, 2007 - Jun 17, 2008
In this position I would interview clients and determine if they were eligible for Food Stamps, Medicaid, and TANF programs. I also made changes to clients file when they presented a change. Made copies, assisted the front office by answering the phones, giving clients information pertaining to their case after security questions had been verified. Assisted other workers. Also worked on projects as assigned. Advised clients of programs available to them and explain how much the assistance the household qualified for. Referred to other area resources.
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