Professional combining academic studies with practical experience to help organizations reach their goals and get things done. Professional background includes attention to detail, customer service, leveraging technology, cross-team collaboration, project management, leadership, and excellent communication skills.

PROFESSIONAL EXPERIENCE

Georgia Department of Human Services February 2023-Present

Economic Support Specialist 1

Support the determination of initial and ongoing eligibility for Family Medicaid, Aged, Blind, Disabled Medicaid, or Food Stamps

oProcess applications, reviews, hearing requests, and changes using appropriate criteria and policies; according to guidelines

oRecord and evaluate personal and financial data obtained from individuals

oRegister online applications, renewals, and process verification via Document System

oAnswer a high volume of incoming calls from constituents inquiring about the Food Stamp, Medical Assistance, (PCK, P4HB, Family Medicaid, ABD) and TANF programs. - (Customer Contact Center Unit)

oAssist Limited English Proficiency and Sensory Impaired (LEPSI) by collaborating with the Language Line. – (Customer Contact Center Unit)

oDocument all call information according to standard operating procedures

oProvide professional, courteous, and helpful customer service internally and externally

Maintain and expand knowledge of, and experience with, federal programs, laws, regulations, guidelines, and policies applicable to the U.S. Treasury Department’s ERA program

Georgia Department of Community Affairs August 2022- February 2023

Processor

Oversee all aspects of contract management for the department of Community Affairs

oMeet deadlines and effectively handle a high volume of deliverables

oManage the lifecycle of the contract through development and execution

oAssist with oversight, guidance, and administrative technical support for contracts

oPrepare contracts in compliance with federal, state, and local laws and regulations

oEnsure all contracts meet department expectations and requirements

oLeverage technology where possible to create efficiency

oOffer feedback on process improvements and other ways to be more effective

oCommunicate with a variety of audiences using oral, written, and interpersonal communication, and make presentations on subject matters expertise

Develop and conduct contracts training for program staff and external participants

Control fund source distribution and review fund utilization

Collaborate with colleagues within DHS and OPC at multiple levels of the organization

Answer and solve customer problems while using excellent customer service skills

The Echelon Group November 2018-February 2019

Payment Processor/Customer Services

Handled a high volume of communication, problem-solving, and processing related to loans

oDetermined customers’ needs, provided solutions or alternatives and escalated unresolved problems to management

oCollected payment and set up repayment plans for the customer

oUtilized call scripts to support different types of calls best

oReviewed and explained escrow disclosure statements (account shortages and overages)

oUpdated existing customer information for accuracy

oDocumented loan history, responded to customers, investors, vendors, and authorized 3rd parties’ inquiries

Researched inquiries, analyzed requests per policy and procedures to ensure proper action, and maintained routine transactions per customer

EDUCATION

Document & Data Management

Technology Optimization

Communicating & Influencing

Presentations

Customer Service & Experience

Confidentiality & Security

Cross-Function Collaboration

Complex Problem Solving

Vendor Relations

Regulatory Compliance

Project Management

Training

Coaching & Mentoring

Research & Review

Prioritizing & Escalating

High-Performance in a Large Volume Operation

TECHNOLOGY SKILLS

Windows Microsoft Word PowerPoint Excel Geographic Information System Adobe Acrobat Pro Google Earth Pro Concur Gateway Nexxphase Verint

EDUCATION

Savannah State University

Bachelor of Science and Technology December 2014

Life University

Coursework towards a Doctor of Chiropractic

University of Phoenix

Master of Business Administration

October 2022

HONORS

Environmental Science Club, Treasurer

Track and field scholarship recipient for 2 consecutive years

Multiple academic honorary ceremony recipient

Change Healthcare August 2017-November 2018

Medical Billing/Coding

Coordinated medical billing recording, filing, problem-solving, processing, and security

oSubmitted billing data to insurance providers

oPerformed Medicare/Medical reviews and audits

oMaintained patient confidentiality as per the Health Insurance Portability and Accountability Act of 1996 (HIPAA)

oReviewed patient bills for accuracy and obtaining any missing information

oFollowed up on unpaid claims within the standard billing cycle timeframe

oAddressed claim denials to ensure maximum reimbursement for services provided

oResearched payment discrepancies and reviewed follow-ups with insurance companies

Implemented, maintained, and reported on programs initiated by the practice

Expanded electronic medical records (EMR), MS Access, and CPT and ICD-10 Coding skills

DMC Atlanta March 2016-August 2017

Sales/Marketing

Ran and delivered Sales and Marketing functions in a fast-paced professional environment

oDemonstrated and further developed skills in skills including public speaking, Leadership development, Team development and management, Time management systems (Stephen Covey), Office management, Business development

EARLIER ROLES

Tin Drum February 2015- March 2016

Shift Leader

Oversaw the effective operations for shifts of a busy restaurant

oMonitored customer and kitchen areas and reallocated staff duties to maximize coverage, efficiency, and customer service.

oTrained new employees and coached employees to improve performance

oChecked supplies, restocked, and maintained stations, and submitted order changes

oCounted safe and handled deposits for each shift

Developed proper procedures for store opening and closing to improve cleanliness and readiness for next opening

Completed online software for updates

Food Lion September 2011- December 2014

Sales Associate/Customer Service Associate

Supported the successful operation of a large supermarket though performing a variety of tasks, maintaining a working knowledge of a variety of topics, and delivering exceptional customer service

oServices included: Payroll check cashing, Western Union money transfers, money orders and bill payments, Blue Rhino, refunds, Rug Doctor, Coinstar, copiers, postage stamps, prepaid cellular, prepaid Master Card, DVD rental, rainchecks, MVP, bad check payments, charge sales, wholesales, shipping, and Cart Smart

oRetained current knowledge of Service Center procedures and policies relating to customer service standards, check cashing policies, and manager override functions

oAssist in training new Service Center Associates, maintenance and cleanliness of Service Center and related equipment. in the inventory and ordering of supplies for the Service Center

oEnsured department appearance, quality, variety, workplace safety, food safet,y and department sanitation goals were met

oExamined shrink and ensured that inventory was accounted for; coaching to recognize and prevent losses

oMaintained proper control of all store funds and company assets

oObserve and correct all unsafe conditions and record and report all associate and customer

Delivered recognition of accomplishments and guidance on customer satisfaction and service while building store sales

Boys and Girls Club of the Greater Cook County Area May 2009- August 2014

Leader

Led, planned, and organized tasks and goals related to programs and activities for youth

oBuilt a culture of striving and meeting goals by supporting and being a role model for members, volunteers, and colleagues

oListened and understood the children, provided them with correct and timely information and feedback

Prepared and filed State Reports

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