Support Specialist Customer Service

Cotrina Mathis

229-***-**** ******@*****.***

Professional Summary

Experienced public service professional with over 15 years in economic support services, customer service, office management, HR policy/procedure, and team leadership. Skilled in SNAP and Medicaid eligibility, staff supervision, and fraud prevention. Committed to accurate, timely, and client-focused support. Core Competencies

- SNAP & Medicaid Eligibility

- Case Management & Compliance

- Fraud Detection & Risk Mitigation

- Team Leadership & Supervision

- HR Policy Guidance & Performance Evaluation

- Benefits Administration

- Compliance Auditing

- Office Operations & Client Service

Professional Experience

Economic Support Specialist Supervisor

DHS - Crisp County DFCS, Cordele, GA (Jan 2023 - Oct 2024)

- Supervised Economic Support staff and Client Support Aides.

- Completed performance reviews and HR guidance.

- Audited eligibility cases for accuracy.

- Led staff training sessions.

- Improved workflows and service delivery.

Economic Support Specialist II

DHS - Crisp County DFCS, Cordele, GA (2021 - 2023)

- Processed SNAP and Medicaid applications.

- Assessed eligibility and kept records accurate.

- Ensured state and federal compliance.

Economic Support Specialist I

DHS - Crisp County DFCS, Cordele, GA (2019 - 2021)

- Interviewed clients and assisted with applications.

- Handled inquiries and ensured policy compliance. Administrative Support III

DHS - Crisp County DFCS, Cordele, GA (2016 - 2019)

- Managed front office tasks and supplies.

- Routed inquiries and supported intake.Page 1

- Helped customers complete applications and upload documents. Risk Specialist

Ingo Money, Cordele, GA (2013 - 2015)

- Identified fraud using data tools and implemented prevention strategies.

- Assessed risks in payments and checks.

- Ensured AML and data rules were followed.

- Worked with support and operations to solve issues.

- Analyzed data to find fraud patterns and reported trends to management. References

Available upon request.

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