Melissa Marie Chia **** Gawain Drive San Antonio, TX 78218 210-***-**** adwlkw@r.postjobfree.com

Versatile professional experience in Customer Service, Human Resources Laws, Rules Regulations, New Hire, Recruitment, Pre-Employment Physical/Drug Test, Promotions, Transfers, Merit Raises, Evaluations, Terminations, Retirements, Worker’s Compensation, Benefits Insurance Plans, Employee Assistance Programs, Employee Relations, Deferred Tax Program Programs-Text Flex/401K/457, Direct Deposits, Saving Bonds & Bilingual. Ability to communicate on levels of Managements, work well under pressure without supervision.

Qualifications

Proficient versions of Microsoft Teams, Zoom, Authenticator, Microsoft Windows, Word, Excel, Power Point, Outlook, Mainframe applications such as: TIERS (Texas Intergraded Eligibility Redesign System), BPR (Benefit Process Redesign), Data Broker, SOLQ, TWC, OAG, SAVE, SAVERR, CAPPS, Dell Computers.

Education

Luther Burbank High School

San Antonio College

University of Texas at San Antonio

Work Experience

Systems & Methods Inc.

13526 Nacogdoches Rd Suite 140 San Antonio, Texas 78217

Customer Service Representative 06/03/2019-10/28/2022

Inbound calls/Full remote, served as 3rd Party for Child Support Distribution for various states such as TX, CA, CT, CO, DC, GA, MO, NC, ND, OH and WV. Answered, verified Card Holder, support payments, provided assistance in regards to account-prepaid debit card, generated lost card for standard or expedite delivery. Submitted account for dispute or fraud per Card Holder. Provided assistance in trouble shooting account, reverse fee’s if approved, guided and support for online website and app. Documented per call and assisted supervisor for new hires transition to call center, communicated thru Microsoft Teams with all levels of management.

Texas Department of Health & Human Services Commission 07/23/2007-6/22/2018-Retired

3300 Nacogdoches Rd Suite 140 San Antonio, Texas 78217

Texas Works Advisor II

Conducts interviews with clients or authorized representatives via telephone or face to face to gather information to determine and re-determine eligibility for SNAP, MEDICAID and TANF benefits. Processes changes, over payments and adjusts or restores benefits. Obtains, verifies and calculates income and resources to determine client financial eligibility using various intergraded systems. Documents case records using automated systems to form a record for each client. Communicates effectively with all levels of management and clients (internally/externally) to provide, exchange, or verify information, answer inquires, address issues, resolve problems or complaints. Perform other duties as assigned. Ability to work in a highly stressful and fast paced environment, under constant pressure to meet required deadlines within the application or re-determination time frames allowed by federal and state policies.

Texas Department of Transportation 05/01/1994-06/25/2007-Tranfser

4777 E. Hwy 80 Mesquite, Texas 75150

Human Resources Specialist II/Safety Officer II-Substance Abuse Officer

Served as assistant to Human Resources Officer, alternate for the Substance Abuse Program. Set up, maintain Pre-Employments, Random, Follow-ups, Waivers, Employees Assistance Program into Drug and Alcohol database. Responded to all levels of management for testing results. Notified Risk Safety Officer and Supervisor for Post-Accident Drug and Alcohol Results. Tracked advise employee process through the Employee Assistance Program. Generated Mandatory Referral Letter to employee, advice and counseled employee is being referred to program. Coordinated with Human Resources Division in Austin, Substance Abuse Coordinator and Substance Abuse Case Counselor in regards to progress. Coordinated with Case Counselor for testing process for duration of time the employee is in the program. Process, verify, maintain all certifications for Commercial Drivers and Safety Sensitive employee files. Process, verify and maintain documentation as received and coordinate with Human Resources Division in Austin for database processing. Insured and monitor accurate revisions for Commercial Drivers and Safety Sensitive employees. Set up New Hire, transfer and terminated files. Process monthly report of all New Hires, Transfers, Terminations and Retirements. Reconciled Random Test List and verify certifications and/or discrepancies. Coordinated and notify Area Engineer and/or Maintenance Supervisor of Random being performed in their section. Conducted Random Drug Test on Commercial Drivers, assisted Chemo Check Lab on all documents, process documentation within a 24 hour turn around period to the Occupational Safety Division, Human Resources Division in Austin and Victory Medical. Process workers compensation claims and maintained files. Provided assistance in all areas of benefits: Insurance, TextFlex, 457 & 401k Deferred Tax Programs, Direct Deposits, Savings Bonds, Retirement and performance plans and evaluations. Assisted employees and retirees on all questions regarding their benefits and translate as needed for applicants and employees.

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