Customer Service Human Services
Resume:
Shernita L. Gibbs
Chesapeake, VA 23321
*************@*****.***
Summary of Qualifications
Over 20 years of customer service experience in the retail, hospital and social service industry. Eight years of effective problem-solving and addressing customer concerns while creating a satisfied shopping experience for the customer. Eight years of Medical Administrative experience that allowed me to serve as a liaison between the doctor and patient, to ensure that their needs were met. Five years of proven experience as a liaison between customers and benefit case workers and addressing their concerns.
Professional Experience
City of Suffolk Human Services, Suffolk, VA March 2024-current
Benefit Programs Specialist I
Determine eligibility of applicants for assistance for the Energy Assistance Program administered by the City Social Services Department
Interviewing applicants and explaining multiple benefit programs
Assist applicants in completing necessary forms; determining and advising applicants of eligibility
Verify information received from applicants, detect cases of fraud and report them
Maintain a variety of records and files
Exercise considerable independent judgement, discretion and initiative in completing assignments
Southeastern Virginia Health System, Chesapeake, VA March 2023-Feb 2024
Medical Receptionist (Temp)
Greet patients who enter the office warmly
Schedule, cancel, and reschedule patient appointments as needed
Assist patients in filling out required forms
Collect payment from patients
Perform office duties such as document filing, scanning, and copying
Obtains copies of IDs and insurance cards.
Scans all pertinent documents including physician orders, consents, insurance cards, and photo IDs into the document imaging system.
Answer multi-line telephones.
City of Portsmouth Human Services, Portsmouth, VA February 2021-September 2022
Eligibility Worker I
Interview and screens customers seeking financial assistance
Introduce and explain eligibility requirements for benefit programs
Record and evaluate personal and financial data to determine initial or continual eligibility
Keep records of assigned cases
Understand and apply policies
Complete basic mathematical computations
City of Norfolk Human Services, Norfolk, VA February 2019 – February 2021
Human Services Aide
Interview applicants and provide detail explanation of the requirements to meet program eligibilities
Assisted the TANF department when needed in pulling online TANF, SNAP and RDEing applications
Review, verify and enter data from client applications
Answer multi-line telephone and route calls to the appropriate department for further assistance
File sensitive documents and scan paperwork
Prepare incoming and outgoing mail for distribution
City of Chesapeake Human Services, Chesapeake, VA October 2017 – January 2019
Office Assistant I
Answered multi-line telephone provides routine information, directed the caller to the appropriate personnel, and relayed messages
Received and relayed citizen complaints and service requests
Input applications in system by data entry, typing, and photocopying
Performed routine computations, and maintained and updated departmental records
Xerox, Chesapeake, VA August 2014 – November 2014
Customer Care Assistant/Human Resource Analyst
Supported customer account by inputting application data in with speed and accuracy
Troubleshoot customer account issues in the employee benefits portal
Resolved customer complaints
Coordinated and process employee’s health benefits
Sentara Hospital, Norfolk, VA May 2006 – June 2014
Administrative Associate
Performed clerical duties of filing, photocopying, collating, and faxing
Provided customer service support for patients and their families
Coordinated the staff’s schedule
Processed employee payroll biweekly
Scanned medical records and entered Physician orders
Responsible for patients’ pre-registration/registration scheduling
SKILLS/TRAINING
Computer: Microsoft Word, Excel, Outlook, SPIDer, VaCMS, Laserfiche, RBS
EDUCATION
Saint Leo University December 2013
Degree: Bachelor of Arts in Business Administration and Business Management
Tidewater Community College May 2011
Degree: Associate of Science in Business Administration
References available upon request
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