Customer Service Human Services
Resume:
Shalena Jones
Pittsburgh P.A. *****
*.*********@*****.***
SUMMARY
Accomplished Professional with extensive experience at the Department of Human Services, specializing in regulatory analysis and structured interviewing methods. Demonstrated success in reducing welfare dependency through the development of strategic case plans, highlighted by strong analytical reporting skills and problem-solving capabilities. Proven track record in enhancing eligibility determination processes and ensuring compliance with established standards. Committed to leveraging expertise to drive continuous improvement within social services.
SKILLS
● Structured Interviewing Methods
● Eligibility determination
● Compliance standards
● Regulatory Analysis
● Analytical Reporting
● Customer Service
Work Experience
Income Maintenance Worker
Pittsburgh, PA
Department of Human Services/October 2024-Current
Answers customer phone calls and assists customers with case inquiries, case maintenance, and eligibility determination, communicating on a continuous basis with customers and other members of the public by responding promptly and professionally.
Establishes for and explains to customers ongoing/continued benefit eligibility with the use of state and federal regulations for all OIM programs.
Communicates orally and occasionally in writing on a continuous basis with customers, authorized representatives, third party contacts and other members of the public by responding promptly and professionally to incoming telephone calls.
Interacts objectively with OIM customers in potentially stressful situations and settings by providing information and referrals appropriate to the nature of the customer’s needs including community services/resources such as food banks, shelters, etc.
Clerical Assistant 2
Pittsburgh, PA
Department of Human Service/July 2024/October 2024
Executed tasks using office equipment with proficiency in printers, copiers, and fax
Completed data input responsibilities swiftly and accurately.
Managed material flow and cataloging materials by accurately maintaining references and files.
Maintained confidentiality of sensitive information and documents.
Managed incoming and outgoing mail correspondence.
Provided administrative support for staff members.
Energy Assistance Worker
Pittsburgh, PA
Department of Human Services/December 2023/April 2024 Seasonal
● Provided customer service by responding to inquiries, resolving complaints, and addressing issues in a timely manner.
● Identified needs of customers promptly and efficiently.
● Carried out routine tasks consistently with high efficiency
● Updated and maintained databases with current information.
● Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
● Demonstrated strong problem-solving skills, resolving issues efficiently and effective.
Financial Aid Officer
Pittsburgh, PA
Pittsburgh Career Institute/November 2021/January 2023
Assessed and sanctioned loan requests following predetermined guideline.
Analyzed student financial information using various software programs to determine eligibility for federal and state grants.
Resolved conflicts between departments or institutions concerning student accounts or payments.
EDUCATION
Bachelor of Science/Accounting
Point Park University
Pittsburgh PA
Diploma of Computer Operations
Duff's Business Institute
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