KANISHA COX

PROFESSIONAL SUMMARY

Committed, service-oriented professional with extensive experience in providing invaluable support to ensure quality outcomes.

● Equipped with the ability to prioritize cross-functional tasks, maximizing strong organizational skills to achieve organizational goals.

● An advocate for the principles of consistency and accountability in order to cultivate personal and professional development.

● Knowledgeable in developing activities and facilitating students' performance to promote optimistic classroom management.

● Adept at displaying excellent communication skills to optimize customer service and management functions among cross-industries.

● Commended for exceptional leadership abilities in driving collaborative relationships and impacting operational efficiency.

TECHNICAL SKILLS

Microsoft Office Suite (Word, Excel, PowerPoint)

PROFESSIONAL EXPERIENCE

Department of Human Services, Washington DC 07/2022-Present Social Service Representative

● Demonstrates commitment to DC Government, DHS, and assigned team through adherence to attendance and performance guidelines. Works effectively within and across teams, leveraging job aids, templates, and other written materials to complete tasks assigned by the supervisor

● Adheres to protocols and follows up appropriately to identify, escalate, and address any questions, concerns, and issues from both external customers and internal coworkers.

● Utilizes eligibility systems and other sources of electronic and paper information to look up case history, understand current eligibility, and identify any required actions from the customer or DHS. Interviews customers in person or by telephone to collect information and evidence required for eligibility determinations. Provides high-quality customer service by listening respectfully and responding appropriately, empathizing with customers to identify and document barriers. Avoids handoffs and delays by leveraging available information and taking appropriate action to resolve questions and issues, reducing the need for additional interactions.

● The incumbent in this position will need to apply policies and procedures while reviewing applications, renewals/recertification, reported changes, and other sources of information from DHS customers to determine eligibility for Food Stamps, Cash Assistance, or Medicaid (MAGI or Non-Magi) benefits.

● Responsible for testifying and defending DHS action and policy in fair hearings, administrative hearings and court actions. Captures detailed case notes using templates and protocols for future reference by authorized staff. Follows privacy and security guidelines with all paper and electronic information. Operates equipment such as personal computers, touchscreen tablets, scanners, calculators and telecommunications equipment.

Education

Eastern Senior High School, WDC

Customer Service Certification

5109 Bass Place Southeast

Washington, DC 20019

202-***-****

ad4yn8@r.postjobfree.com

References Upon Request

Friendship Schools, Washington, DC 12/2019 – 07/2022 Friendship Cares Extended Day Coordinator

Steer the educational learning in a strategic direction through the development of outdoor/recreational activities.

Monitor the children's learning progress by directing the efficient and effective method of attaining new skills.

Foster a safe and entertaining environment for everyone by forming collaborative efforts with school staff and parents.

Participate actively in assisting with assignments, maintaining attendance records, handling reports, and attending staff meetings

District of Columbia Superior Court; Washington, DC 08/1998– 02/2019 Deputy Clerk III

Ensured the distributed weekly assignments to the staff were accomplished by attending weekly team meetings.

Performed casework analyses to provide feedback and resolve complex situations with Pro-se litigants on a case-by-case basis.

Led progression of cases from the beginning to the end, such as providing case file instructions to attorneys and customers.

Exhibited outstanding customer service through phone by addressing inquiries pertaining to new cases, electronic filings, and general office practices, including completing the forms as well as outlining proper service of new cases and additional filings.

Facilitated court proceedings schedules by utilizing calendar management skills while maintaining updates of ticklers for hearings.

Demonstrated excellent leadership skills in training new employees while adhering to organizational rules and regulations.

Oversaw daily operations independently through cross-training of other sections and divisions.

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