MARIA DANIELS

North Olmsted, OH ***** 216-***-**** ad23ol@r.postjobfree.com

Summary

Results-driven professional with a strong background in international relationship management and customer support. Seeking the role of Customer Service Representative III at Seneca Holdings to leverage exceptional communication skills, a collaborative mindset, and a proven track record of achieving mission goals. Committed to advancing economic self-sufficiency for the Seneca Nation through outstanding customer service

Skills

Exceptional communication and collaboration skills

Strong problem-solving and organizational skills

Proficient in Zoom, Microsoft Teams, Microsoft Word, Microsoft Excel

Experienced in State of OH Medicaid Applications

Documentation Skills

Strategic Planning

Data Analysis

Project Planning

Process Analysis

Incident Response

Culturally Sensitive

Client Needs Assessments

Experience

Program Officer III 01/2017 to 01/2023

Cuyahoga County Health and Human Service Cleveland, OH

Led cross-functional office operations teams remotely, ensuring efficient collaboration and timely task completion

Managed a high volume of work orders, consistently achieving a 2-24 hour completion rate, and maintained an organized calendar for task allocation

Effectively communicated with clients during emergency management operations in response to the pandemic

Proactively identified and reported building maintenance deficiencies to ensure a safe work environment

Demonstrated exceptional communication and collaboration skills.

Program Officer III 06/2006 to 01/2017

Cuyahoga County Senior and Adult Services Cleveland, OH

Conducted meticulous Quality Assurance checks on Medicaid cases, ensuring compliance with regulations

Managed complex customer service inquiries, resolving confidential and critical client concerns professionally and promptly

Facilitated effective communication with clients and business partners, actively identifying needs and implementing innovative solutions

Developed and maintained comprehensive data and records management systems, including a detailed calendar for archives

Spearheaded efforts to enhance customer satisfaction, resulting in improved survey satisfaction reports

Motivated and led teams and coworkers to consistently deliver excellence in client interactions.

Eligibility Specialist 11/2003 to 06/2006

Cuyahoga County Medicaid Benefits Division Cleveland, OH

Accurately determined Medicaid eligibility for a revolving caseload of 240-350 applicants, ensuring access to vital healthcare services

Collaborated with interpreter services to assist refugees and international citizens, demonstrating cultural sensitivity and language proficiency

Managed a high volume of telephone calls and effectively addressed service inquiries, maintaining a high level of client satisfaction

Provided timely determinations through well-crafted correspondence, telephone communication, and email applications

Advocated for clients seeking assistance with billing and managed sensitive information with utmost confidentiality.

ADA Clerk 01/2001 to 11/2003

Georgia State Financing and Investment Commission Atlanta, GA

Supported the ADA Coordinator for the State of Georgia, handling a significant volume of inquiries related to services and ADA complaints

Produced comprehensive training materials for statewide ADA trainings, ensuring effective dissemination of crucial information

Conducted thorough research on multiple case outcomes, compiling well-supported documentation

Collaborated closely with Labor Relations and the Employee Rights Commission to address complex issues and foster compliance.

Administrative Assistant 01/1989 to 01/2000

Cuyahoga County Medicaid Benefits Cleveland, OH

Provided clerical support to real estate agents and appraisers, including data entry and document management

Professionally handled telephone inquiries and service requests, ensuring a high level of customer satisfaction

Organized files and managed incoming USPS mail and emails efficiently

Scheduled appointments and updated the appointment calendar meticulously.

Education and Training

Polaris Vocational, Middleburgh Hts., OH.

Berea High School, Berea, OH

Cuyahoga County Professional Development - Pryor Learning: Management & Supervisor Leadership Series: Team building & Coaching, Assertive Communications for Managers, Delegate & Manage Priorities, Criticism & Discipline, How to Supervise Bad Attitudes and Negative Behaviors, Handling Conflict, Effective Communication and Embracing Change

Cuyahoga County Public Safety Trainings

State of Ohio – Records Management Coordinators Training

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