Aimee Harshaw

**** * **** ** ****** AZ *****

Phone: 520-***-**** Email: adt0tz@r.postjobfree.com

Providing Exceptional Service ... Building Loyal Relationships ... Solving Problems ... Increasing Numbers

Highly motivated, dedicated, focused and dependable worker with 9+years’ experience aiming to use my proven excellent customer service and communication skills to advance to a Supervisor position.

Experience

Department of Economic Security 1455 E Alvernon Way Tucson AZ 85711

Program Service Evaluator Lead 06/14/2021 to Current

To help new hires just out of training to follow standard work and policy to complete food stamps, cash, and medical cases to better help our community. Still having to complete same duties as Program Service Evaluator III will duties listed below

Program Service Evaluator III 04/30/2012 to 06/14/2021

Responsible for providing quality customer service to the public while interviewing and gathering pertinent information to complete the benefit determination process for Nutrition Assistance (NA – formerly known as Food Stamps), Arizona Health Care Cost Containment System (AHCCCS) Medical Assistance (MA) and Temporary Assistance for Needy Families (TANF) or Cash Assistance (CA).

Duties include but are not limited to:

Interview clients from a diverse group of people, over the phone or face to face, to determine their eligibility for Medicaid, TANF (cash) and SNAP (nutritional) benefits in a high-volume local office environment.

Gather documents and/or complete data entry to determine eligibility for benefits.

Evaluate a client’s current family and living situation, as well as work and income; apply that information to policy and laws for each of the 3 programs; applying information appropriately to each program and entering data into two different eligibility systems.

Provide excellent customer service as well as be empathetic to clients’ situations. Communicate effectively with clients both internal and external

Attend daily meetings; type, read and interpret policy; knowledge of computers.

Multi-line phone handling, printer & fax.

Basic knowledge in computer (Microsoft Office Word, Outlook, Power Point, Excel, One Note, Internet Navigation, snipping tool)

Use of computer programs used by DES/FAA: HEAplus, OnBase, AZTECS, CNAP, Fast Tracker, EPM, TarCATS)

Use investigative methods available during the interview to determine client’s benefit eligibility.

Use reasonable accommodation due to client’s physical or mental disabilities.

Process case corrections.

Report over payments.

Issue supplements. Re-pend cases when the information requested is incorrect or

incomplete.

Coach\Lead new hires. Find solutions for them to achieve independent work performance and keep a detailed report of their progress.

Explain Federal/ State policies and procedures to clients regarding their benefits, possible sanctions, fraud, ETC,

Special Skills: Following Policy, Team Morale Building, Refugee Cases, Customer Service, Employee training\mentoring, respond timely to urgent emails, complete tasks once first given. Able to lead others in high demanding situations. Committed to implementing quality improvement techniques. Confident, articulate, and professional speaking abilities (and experience). Combine patience, determination, and persistence to troubleshoot client issues. Dynamic, results-oriented problem solver.

Quik Cash 2530 E Broadway Tucson AZ 85716

Head Teller 08/20/2007 to 09/23/2011

-Provided customer assistance with balance detail and other inquiries

-Handled all customer complaints and issues with high professional courtesy

-Deliver outstanding customer service by executing financial transactions in accordance with policies

-Identify customer needs in order to effectively refer the products and services

Special Skills: Payday Loans, Weekly Audits, Title Loans, Money orders, Employee Training

Bridge Property management Salt Lake City UT

Leasing Agent 12/11/2004 to 01/20/2007

-Performed administrative duties such as rent collection, communicating with tenants via written correspondence, maintaining property and facilities, and administering lease closings

-Addressed, investigated, and resolved tenant complaints and documented action taken; delivered emergency 24-hour on-call services to tenants

-Maintained units to ensure market-readiness, coordinated and led apartment tours, answered questions, and highlighted selling features and property amenities

Education

Tucson Magnet High School

400 N 2Nd Ave Tucson AZ 85705

Graduation date: 05/22/2001

References

References Available upon request

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