User Experience Tech Support

GINGER APODACA

Grants ***** 505-***-**** **************@*******.*** LinkedIn: **************@*****.*** Field tech with extensive expertise in reviewing and correcting Medicaid, SNAP, LIHEAP, and TANF cases, ensuring compliance with FPL guidelines. Demonstrates strong analytical and problem-solving skills, with a proven track record in facilitating benefit determination processes and improving efficiency. Dedicated to contributing to a collaborative team environment and aiming for long-term career growth. Tech Support II/CSR, 06/2024 - 08/2024

SAVVAS Learning

• Resolved technical issues for online learning platforms, ensuring smooth user experience.

• Maintained and updated school district licenses, enhancing compliance and efficiency.

• Utilized Salesforce and Google Classroom to support teachers and administrators nationwide.

• Collaborated with educational staff to set up assignments and manage classroom settings.

• Interacted with various educational stakeholders to provide timely and effective tech support. Analyzed and resolved complex technical issues for online learning platforms, ensuring uninterrupted user experience and optimal system performance.

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PC Technician/CSR/Medicaid HSD, 09/2023 - 03/2024

Teksystems

• Resolved technical issues for Medicaid HSD users, enhancing system uptime and user satisfaction.

• Improved customer support response times, achieving high client satisfaction rates.

• Installed and configured hardware/software, ensuring optimal performance and reducing downtime.

• Collaborated with team members to streamline processes, resulting in efficient problem resolution.

• Reviewed and approved Medicaid applications, ensuring compliance and accuracy.

• Conducted second party reviews for SNAP Benefits and Liheap, maintaining high standards.

• Assisted customers in finding qualifying resources, supporting their families' needs.

• Performed duties comparable to a human service resource case worker, providing comprehensive support.

• Streamlined field operations, leading to substantial efficiency gains and improved data accuracy. Personal Care Assistant, 08/2023 - 12/2023

PROFESSIONAL SUMMARY

WORK HISTORY

Silver Lining LLC,/ CNS – Grants, New Mexico

• Assisted clients with daily activities, ensuring their comfort and safety.

• Prepared nutritious meals tailored to dietary needs, enhancing client health.

• Managed household duties and errands, maintaining a clean and organized environment.

• Planned engaging activities, improving clients' mental and emotional well-being.

• Completed medical procedure trainings, ensuring high-quality care and compliance. ADVISOR II/ Customer Service, 09/2022 - 02/2023

Concentrix/UnitedHealthCare

• Handled customer service calls, assisting with prescription drugs and scheduling doctor appointments.

• Completed 18 certifications with Optum Health Education, enhancing service quality.

• Processed payments, claims, and grievances, ensuring accurate billing for Medicare and private insurance.

• Coordinated safe rides for medical visits and managed out-of-state medical coverage.

• Updated patient information and facilitated medical coding, improving operational efficiency. CUSTOMER ASSISTANCE, 07/2020 - 10/2022

LiveOps Nation

INTUIT TURBO TAX, 05/2017 - 07/2020

Arise Inc.

SUBSTITUTE TEACHER, 08/2015 - 05/2017

Cibola county schools – Grants, NM

Managed classroom activities and ensured smooth operation in teacher's absence, fostering a positive learning environment.

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• Assessed student performance and provided feedback, enhancing academic understanding and behavior. Collaborated with faculty to support special needs students, ensuring inclusive education from pre-K to 6th grade.

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Maintained detailed reports on student progress and classroom activities, aiding teacher's planning and decision-making.

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Scheduled and coordinated substitute teaching across multiple elementary schools, ensuring consistent educational standards.

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ACTIVITIES COORDINATOR, 05/2013 - 07/2016

Milan Parks & Rec – Milan, NM

• Coordinated summer activities for children, ensuring a safe and engaging environment.

• Managed scheduling and supervised employees and caretakers.

• Oversaw inventory and maintained necessary supplies.

• Coached T-ball, teaching sportsmanship, teamwork, and basic baseball rules.

• Enhanced children's social interaction and teamwork skills through structured activities. ASSISTANT MANAGER, 10/2003 - 09/2005

Star Loans of New Mexico – Humble, TX

Managed collections and customer service, achieving timely loan repayments and high customer satisfaction.

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• Reviewed and approved loans, ensuring compliance with credit ratings and company policies.

• Prepared end-of-month reports and handled deposits, maintaining accurate financial records. Collaborated with other loan companies and filed legal actions for delinquent accounts, improving recovery rates.

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• Performed office procedures, including payments and supply purchases, ensuring smooth operations. MANAGER JEWLERY DEPT, 05/2001 - 10/2003

WalMart

• Scheduled and supervised employees, ensuring optimal staffing and productivity.

• Managed inventory, audits, and shrinkage, maintaining accurate stock levels.

• Provided exceptional customer service, handling special orders and resolving issues.

• Trained new hires and conducted layoffs, collaborating with the district manager.

• Promoted sales through strategic promotions and maintained secure handling of valuable items.

• Medicaid

• SNAP

• LIHEAP

• TANF

• FPL

• Benefit determination

• Problem-solving

• Collaboration

• Customer service

• Tax preparation

• Troubleshooting

• Classroom management

• Student assessment

• Activity coordination

• Inventory management

• Employee supervision

• Loan processing

• Compliance

• Financial reporting

• Sales promotion

ASSOCIATE: HUMAN SERVICE GENERALIST, 05/2023

SKILLS

EDUCATION

San Juan College - Farmington

• Painting

• Drawing

• Clay sculpting

• Tattoo artist

• Aerotek ASTON CARTER Actalent Allegis Teksystems -Privacy And Information Security Training- 171127. 08/14/2024

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• ALLEGIS GROUP-HIPAA PRIVACY BA 20 MINS- TEACHPRIVACY. 09/13/2023

• TEKsystems- GLOBAL SERVICES INFORMATION SECURITY. 09/13/2023 NEW MEXICO STATE UNIVERSITY COOPERATIVE EXTENSION SERVICE NM EDGE Program- CPM 132: Eliminating Discrimination in Workplace NM EDGE MARCH 2024 Honing

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NEW MEXICO STATE UNIVERSITY COOPERATIVE EXTENSION SERVICE NM EDGE Program- CPM 139: Creating an Ethical Culture NM EDGE MARCH 2024 Honing

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• HUMAN SERVICE DEPARTMENT- IT Security an Privacy for Contractors- 09/26/2023 HUMAN SERVICES DEPARTMENT - HSD Codes of Conduct -Personnel Policies and Governor's Code of Conduct FY24 for Contractors- 09/26/2023

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• HUMAN SERVICES DEPARTMENT- FY24-ISD Civil Rights Contractors

• HUMAN SERVICES DEPARTMENT - Contractors IRS Disclosure Awareness FFY23- 09/25/2023

• UDEMY-2023 Recruiting: Talent Acquisition & Hiring ( Version 3.2)- Oct 13, 2023

• 2022 CNS PPE MINIMUM USE REQUIREMENTS- 8/17/2023

• RELIAS- Communication and the Hearing Impaired- 8/14/2023

• RELIAS- Cultural Competence-8/14/2023

• RELIAS- Infection Control in Home Care- 8/15/2023

• RELIAS- The Basics of Workplace Safety-8/15/2023

• RELIAS- Understanding Bloodborne Pathogens- 08/16/2023

• RELIAS- Nutrition and Meal Preparation for Older Adults- 08/16/2023

• RELIAS- about Advance Directives-08/17/2023

• RELIAS- Working with Difficult Individuals-8/17/2023

• RELIAS- About Hearing Loss-08/17/2023

• RELIAS- Assisting with Dressing-08/18/2023

• RELIAS- activities for People Who Are Hard of Hearing-08/17/2023

• RELIAS- Common Ambulatory Aids- 09/15/2023

CUSTOM

CERTIFICATIONS

• RELIAS- Basics of Personal Protective Equipment-08/19/2013

• RELIAS- Communication: Courtesy -09/15/2023

• RELIAS- Using Mechanical Lifts Safety-08/15/2023

• RELIAS- Transferring Safely-08/18/2023

• RELIAS- Providing Care at End of Life-09/18/2023

• RELIAS- Home Health Fraud, Waste, and Abuse-09/24/2023

• RELIAS- Using Oxygen Safely Self-Paced-09/18/2023

• RELIAS- Professional Boundaries for Healthcare Workers-09/24/2023

• RELIAS- Protecting Clients Rights in Home Care-2023

• RELIAS- HIPAA: Do's and Don't s of Social Media and Electronic Communication- 09/24/2023

• RELIAS- Cultural Diversity and the Older Adult-09/25/2023

• RELIAS- Skills: Vital Signs-09/25/2023

• RELIAS- Observation and Reporting-10/21/2023

• RELIAS- Oral Hygiene: Assisting with Brushing and Flossing- 10/21/2023

• RELIAS- Proper Positioning- 10/21/2023

• RELIAS- Tuberculosis Basics Self-Paced- 10/21/2023

• RELIAS- Prevention of Back Injuries Self-Paced-10/21/2023

• RELIAS- Introduction to Hospice- 10/25/2023

• RELIAS

Optum Health Education- New Trends in the Management of Asthma and Chronic Obstructive Pulmonary Disease.- Dec 11, 2022

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• Optum Health Education-Social Determinants of Health in Cancer Care- Dec 11, 2022

• Optum Health Education- Immunotherapy for the Treatment of Lung Cancer -Dec 11, 2022 Optum Health Education- What Is Trauma-Informed Care and Why Is it Critical in Health Care Today?

-Nov 16, 2022

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Optum Health Education- behavioral Health Identification, Treatment and Referral in Primary Care-Part Three: Behavioral Health Treatment for Children and Adolescents- Nov 17, 2022

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Optum Health Education-Perinatal Behavior Health With a Focus on Substance Use Disorder-Nov 17, 2022

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• Optum Health Education- New Trends in Cardiology Imaging- Dec 11, 2022

• Optum Health Education- Social Determinants of Health Cancer Care- Dec 11, 2023

• Optum Health Education- Health Equity Foundations- Dec 11, 2022 Optum Health Education- Advanced Degenerative Joint Disease and Chronic Lower Back Pain : Evidence-Based Approaches to Care- Dec 11, 2022

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• Ohana ZERO suicide-ZSA suicide awareness -12/13/22

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