Customer Service Manager, Eligibility Specialist
Resume:
MICHAELA A. EDWARDS
**** ******** ***** ***, *** D
Tallahassee, FL 32311
Phone: 850-***-****
*************@*****.***
Objective
Dynamic Futures Specialist
Ability Summary
● Over nine years experience in customer service both in retail and professional.
● Personally believe it is the object of the employee of any business to appeal to the customers' needs and wants.
● Over the years I have developed the ability to remain professional and speak articulately at all times in the workplace.
● Worked in chaotic and stressful environments, and in doing so have learned how to handle these situations and gained a lot of patience.
● No stranger to leadership and do not mind taking initiative when necessary.
● Can work independently and in group setting
● Expert knowledge of Microsoft Office (Word, Excel, PowerPoint, and Publisher) Employment History
Crime Intelligence Technician
11/04/2016 – Current State of Florida DCF 1317 Winewood Blvd., Bldg 3,
(Abuse Hotline) Tallahassee, FL
● Answer calls from the public in regards to reports of abuse, neglect, and/or exploitation of children and vulnerable adults
● Route and refer calls to appropriate lines within the Abuse Hotline and Department of Children and Families, and in general for assistance.
● Run at least 100 (10 background checks per hour) background checks a day for Child Protective investigators and Adult Protective Investigators
● Deliver excellent customer service to callers.
● Analyze background information received (state and nationally) for subjects, edit the information and extract any information not appropriate to sent requestor.
● Use the appropriate purpose codes when conducting backgrounds according to the particular investigation the check is needed for.
● Know local, state, and national references in order to appropriately route callers in the right direction of assistance.
Economic Self-Sufficiency Specialist
01/2016 – 11/03/2016 State of Florida DCF 6 South Key Street, Quincy, FL
(ACCESS Depart.)
● Processed up 30 new applications and recertification application for public assistance ( food stamps, Medicaid, and cash assistance)
● Use Excel to extract my work to prioritize case that needed attention to stay in compliance
● Conducted phone interview with customers to get details of their situation.
● Created the verification letter for customer when for document were needed to determine their household’s eligibility for benefit.
● Analyzed verification documents(example pay stubs, SSI/SSA documents)
● Had to become familiar with the Department of Children policies and Florida statues that governed public assistance and the procedures thereof.
● Determined to budget of a each applicants household and applied that budget to the particular program(s) being applied for.
● Responsible for recording accurate detailed note about every decision, change, and update made to each case worked on in the Florida System.
● Maintain an organized environment in order to flow through the Department’s “Standard Workday Process”
● Had access to various systems to verify information about each household being assessed, such as CCIS (Child Support System), DEO (Unemployment), DAVID (Department of Motor Vehicles), etc.
Electronics Sales Associate
06/2015 – 01/21/2016 Wal-Mart 4020 Laniappe Way, Tallahassee, FL
Case Aide/Peer Advocate
12/2013 – 01/21/2016 Big Bend Cares Inc. 2201 S. Monroe, Tallahassee, FL
● Maintain over 150 updated client records with plans, notes, appropriate forms, or related information
● Conduct intakes for new and re-enrolling clients who are seeking to receive services
● Advise clients and/or community groups on issues related to improving general health and HIV condition, such as diet, exercise, and taking medication(s)
● Maintain Excel spreadsheet of current lab results for active clients every 3 months
● Identify or contact members of high-risk or otherwise targeted groups, such as members of minority populations, low-income populations, or pregnant women
● Contact clients in person, by phone, or in writing to ensure they have completed required or recommended actions to remain in care
● Distribute flyers, brochures, or other informational or educational documents to inform members of a targeted community
● Refer community members to needed health and social services
● Attend community meetings or health fairs to understand community issues or build relationships with community members at Bond and Health Dept.
● Advise clients or community groups on issues related to risk or prevention of conditions such as human immunodeficiency virus (HIV)
● Use medical terminology to communicate with various medical facilities about clients' health conditions
Kitchen Supervisor
06/2013 - 08/2013 Juvenile Transition Center Boynton Beach, FL
● Supervised inventory
● Upheld sanitation responsibility
● Made sure every child in the camp received a meal
● Prepared and served meals
● Followed Dept. of Education guidelines in the kitchen and eating facility Student Assistant
10/2010 - 04/2011 Florida A&M University Tallahassee, FL
● Greeted students and answered general questions and concerns
● Filed documents
● Kept office in order
● Created documents and emails for staff and students using Microsoft Excel and Publisher
● Assisted office coordinators and advisors with any tasks at hand Kitchen Manager
06/2008 - 07/2008 Juvenile Transition Center Boynton Beach, FL
● Supervised inventory
● Upheld sanitation responsibility
● Made sure every child in the camp received a meal
● Prepared and served meals
● Followed Dept. of Education guidelines in the kitchen and eating facility Summer Youth Counselor/ Intern
04/2003 - 05/2005 Juvenile Transition Center Boynton Beach, FL
● Supervised children 6-11 yrs. Old
● Planned and carried out summer camp activities
Education and Training
Completion Date Issuing
Institution
Location Qualification Course of Study
10/19/2014 Leon County
Health
Department
Tallahassee,
FL
Vocational School
Certificate
500/501 HIV Testing
and Counseling and
Sex Education
08/2015 Florida A & M
University
Tallahassee,
FL
Bachelor's Degree Criminal Justice w/.
Minor in Anthropology
09/2014 Leon County
Health
Department.
Tallahassee,
FL
500/501 HIV Testing
and Counseling
Certification
HIGH SCHOOL
DIPLOMA
05/2008 Forest Hill
Community High
School
West Palm
Beach, FL
High School Diploma General
Honors & Activities
● Volunteer at Governor’s Charter Academy
● Registered people in the community to vote in 2008 election, volunteer at recreation center during summer camp
● Volunteer for homecoming committee at Florida A & M University 2008-2009
● President of Cropper residential hall 2008-2009
● Member of RCP FAMU Chapter 2011-current
● Volunteered as an office assistant in the office the Academic Coordinator of the College of Agriculture and Food Sciences at FAMU 2010-2012
● Mentored at-risk youth at the community center of Hollifield Apts. 2013
● Volunteered in the 2 and 1/2 to 4 year old classrooms at FAMU New Beginnings Child Care Center 2012-2014
● Member of PTCO at FAMU New Beginnings 2012-2014, T reasurer 2014-2015 Detailed References
Stephanie McKoy, summer lunch provider (Director)
Juvenile Transition Center
1901 Seacrest Blvd.
Boynton Beach, FL 33435
Business reference known for 11 year(s).
Gilda Phills, Student Assistant
Florida A&M University
Florida A&M University, 204 South Perry Paige
Tallahassee, FL 32307
Business reference known for 5 year(s).
Jeanette Matthews, Intake Specialist/Case manager
Big Bend Cares
2201 S. Monroe St.
Tallahassee, FL 32301
850-***-**** Ext. 230
Supervisor reference known for 5 year(s).
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