Customer Service School District

ANETHA DORSEY

Pflugerville, Texas ***** 512-***-**** ******.*****@*****.***

Summary

Self - motivated professional dedicated to helping clients identify needs and coordinate care. Experienced in advocating. Demonstrates skills in assessing and obtaining community resources to customize care plans that deliver relevant support. Committed to understanding equal opportunities with diverse and multicultural environments. Hardworking candidate possessing strong analytical, problem solving and communication skills. Dedicated to working in a fast-paced, team-oriented environment to gain practical experience and further develop marketing skills.

Skills

Customer service/clerical support

Interviewing techniques/analytics

Complex problem solving / decisions

Remote Services, deductive reasoning

Referring clients to appropriate social programs

Software: Microsoft Office, CABA, Li heap, Datalinks, AESOP

Office equipment: computer, multi-phone, fax

Experience

AGILITY INSURANCE TRAINING 07/2023 - Current

Agility Insurance - Richardson, Texas

Remote,Gained experience, exposure, and knowledge of career-specific procedures and systems

Customer service training in different positions and worked with variety of personnel

Developed strong organizational and time management skills by completing multiple tasks simultaneously.

Assisted in the development of marketing materials, such as brochures, flyers, and promotional items.

Gathered data for market research projects and analyzed findings to make recommendations.

TELEPHONE COUNSELOR 01/2023 - 05/2023

Teacher Retirement Services - Austin

Remote position, customer service

Counseled members and provided assistance to school district officials regarding the full range of TRS benefit options

Explained benefit options, including eligibility requirements and limitations, and provided general information and referral services on related benefit programs such as Social Security and Medicare

Responded to and resolved telephone inquiries and complaints

Researched and resolved complaints and problems regarding service and disability requirements, projected benefits, health benefits, refunds, death benefits, purchase of special services, post retirements, district reporting requirements, agency forms, and other issues

Determined, recommended, and/or implemented appropriate actions necessary to resolve issues and process member requests, including informing and/or making recommendations to members and school district officials on necessary actions

Skilled in interpreting, explaining, and applying complex laws, regulations, policies, and procedures

Planned, organized, and prioritized work assignments to manage a high-volume workload in a fast-paced and changing environment

Demonstrated effective written and verbal communications, including telephone communication and active listening skills

Worked under moderate to general supervision with limited to moderate latitude for initiative and independent judgment

Assisted clients with scheduling appointments and providing general information about services.

Provided emotional support and crisis intervention to callers in distress.

Conducted intakes, assessments, and screenings for individuals seeking help.

HUMAN RESOURCES SPECIALIST III 10/2018 - 08/2019

TX School of the Blind & Visually Impaired - Austin

Worked with time and leave that performed detailed, time-sensitive reviews and recording of employee time and leave, in GHG/Clockwise and USPS during agency implementation of the HR/Payroll module of the Centralized Accounting and Payroll/Personnel System (CAPPS)

Worked under general supervision, with moderate latitude for the use of initiative and independent judgment

Demonstrated positive customer service skills

Coordinated with timekeepers and employees on corrections to time and leave

Developed and implemented new employee onboarding process.

Reviewed job descriptions, identified necessary changes and updated accordingly.

Reviewed and reconciled LWOP transactions in USPS with entries in GHG/CLOCKWISE

Provided assistance for time-keeper regarding laws and regulations related to timekeeping

Organized and maintained filing system for all employee time and leave records and reports

Assisted Benefits Coordinator as needed, including backup for employee benefits questions and worker's compensation reporting

Performed routine administrative functions and other duties as assigned.

Advised management on legal compliance related to employee relations matters such as FMLA, ADA, EEO.

SR. ADMINISTRATIVE ASSOCIATE 10/2016 - 12/2017

Manor ISD - Texas, US

Maintained all areas of business functions (Skyward systems, HR, Finance, Payroll, Time/Leave, Purchasing) at the campus level

Administered Purchase Order tasks (i.e., receiving, tracking, clearing invoices) through all types of purchasing methods

Administered all areas of accounting (A/P, A/R, payroll, reconciliation, activity accounts, expenditure accounts, check requests, cash deposits, etc.) and budget preparation

Managed and maintained all financial documents for school fundraisers

Managed transactions on vending machines/stock and accountable for money received for deposit

Administered and coordinated technical services (Classroom Key assignment/distribution/Alarm Codes, Work Orders/Technical Orders)

Coordinated the preparation of financial information, tracking attendance, ordering supplies, and record keeping through data collection systems

Developed partnerships with community organizations and service providers

Provided administrative support for department staff, including calendar management, meeting coordination, travel arrangements, and expense reports.

CASE WORKER 11/2010 - 04/2015

Travis County Health & Human Services - Austin

Provided comprehensive case management and resources to individuals and families

Maintained a high-volume caseload of clients and their files, including eligibility/intake requests, record of financial transactions, and benefit documentation

Thoroughly interviewed clients to gather information to conduct assessments of client's needs and develop services or case plans and recommendations

Processed investigations and incident reports

Coordinated screening and assisting clients with utility payments, maintaining shelter in housing, providing outside referrals, and advocacy for clients to community resources

Provided excellent customer service using all methods of communication to all parties involved

Effectively and efficiently documented accurate accounting of benefit expenditures and maintained case records in compliance with applicable rules, regulations, policies & procedures, and provided accurate and timely reports

Dealt effectively with crisis and economic stress

Assisted clients with job searches, budgeting, parenting skills, housing resources and other social services as needed.

Maintained accurate records of client information in accordance with agency policies and procedures.

Education and Training

Blinn College - ASSOCIATE OF ARTS: ACCOUNTING

01/2004-2007

West Texas A&M University - BACHELOR OF BEHAVIORAL SCIENCE

08/2006-5/2008

Walden University - MASTER OF SCIENCE EDUCATION

05/2010-02/2012

Certifications

General Lines Agent Life, Accident, Health & HMO -License 6-2023

Adjuster-Worker’s Comp

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