Customer Service Call Center

Jennifer Bethea

SUMMARY

EXPERIENCE

Marion County DSS July 2013 to December 2021

Responsibilities--Economic Services SNAP/TANF Eligibility Worker Complete Supplemental Nutrition Assistance (SNAP/FI) Family Independence interviews at an inbound call center. Maintain daily productivity goals, process SNAP/TANF applications. Completed an average of 350 SNAP/TANF telephone interviews monthly and consistently met performance benchmarks in all areas (speed, accuracy and volume). Handle customer inquiries, complaints, Calm angry callers, repair trust, locate resources for problem resolution. Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations. Recognized as “#1 Customer Service Rep 2016.

Marion County DSS September 2008 to July

2013

Responsibilities Provided case management services in the area of family preservation. Developed treatment plans for families to assist with resolving issues for DSS involvement. Assisted families in completing treatment service recommendations in conjunction with completing referrals to agencies which provided services regarding family need of assistance. Removed children from abusive/neglectful homes in order to place them in a protective environment, conducted monthly home visits or as needed according to agency policy. Represent agency in court including providing testimony, maintained case records, submit accurate account of contact made with families/children timely according to agency policy, performed intake, performed on call duties responding to after hour calls as needed as well as completed case documents/maintained case files and transported clients to and from treatment services. Accomplishments Reunification of the families I served. Skills Used Skills obtained from obtaining my bachelor's degree In Sociology and child protective services training. Pee Dee Healthy Start January 2006 to September

2008

Responsibilities Provided home visitation services to women of child bearing age, 10 - 44 yrs. Provided prenatal and postpartum education, referred at-risk clients to case management services. Conducted monthly consumer group meetings which involved participation from client's as well as community participants and leaders. Accomplishments Provided maternal women with education to better their parenting abilities.

20+ years of customer service experience, working with families and children.

+1-843-***-**** *********@*****.***

Human Services Specialist II

Case Manager Child Protective Service

Rural Outreach Worker

Kelly Services October 2005 to January

2006

Responsibilities Enrolled individuals receiving Medicare services into an approved Medicare Part D prescription plan. Assisted callers with general Medicare questions. BlueCross BlueShield August 2000 to March 2005

Responsibilities Processed military pharmacy, outpatient insurance claims. Processed claims within a timely manner of 30 days upon entering system. Assisted fellow employees as needed. EDUCATION

SKILLS

• Intake Experience

• Case Management

• Child Protective Services

• Social Work

• Individual / Group Counseling

• Experience with Children

• Crisis Intervention

• Behavioral Health

• Conflict Management

• Group Therapy

• Behavioral Therapy

• Presentation Skills

• Computer skills

• Microsoft Office

degree : Bachelor's, Sociology

Customer Service Representative

Claims Associate II

Coker College August 2004 to June 2008

Hartsville, SC

Phone Number : +1-843-***-****

Email : *********@*****.***

Address : 6907 Railway Court

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