Independent Customer Service & Eligibility Specialist

ALIESA BARLOW

Milwaukee, WI *****

414-***-**** - **********@*****.***

PROFESSIONAL SUMMARY

Outstanding independent worker, with the ability to multitask in a fast-paced call center environment. Over five years of customer service experience in working with clients, case workers from the state and county. Great judgment to make effective, timely decisions with logic and confidence based on the knowledge and information of the systems that are used everyday to obtain case file information. SKILLS

Strong computer skills, can navigate

and move Knowledge of

CARES, CWW, HOD, and EFC.

Through various database systems.

Able to find clients information in

cares.

Strong customer service,

communication, Knowledge of

knowing how to navigate through

access

Organization, and planning skills.

online. Knowledge of policies and

procedures for badger Type over40

WPM in a fast-paced call center. care,

food share and child care.

WORK HISTORY

12/2023 Current

Coordinated and dispatched technicians for HVAC, fire safety, security, and building automation service requests across multiple locations.

Monitored and prioritized service calls related to fire alarms, access control systems, security systems, and critical building maintenance issues.

Served as a central point of contact for customers, technicians, and internal teams, ensuring timely communication and resolution of service-related concerns.

Managed work orders, service schedules, and documentation while maintaining accurate records within company dispatch and service management systems.

Supported global building operations by assisting with emergency service coordination, life-safety system issues, and critical facility maintenance needs to ensure operational continuity and compliance.

06/2019 to 04/2022 Income Maintenance Caseworker

Milwaukee Enrollment Services – Milwaukee, WI

Operated a variety of complex computer systems used to determine program eligibility and managing cases.

Determined if applicants met eligibility for public assistance programs. Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.

Interviewed applicants and explained scope of different available benefits. Worked in a high volume call center answering calls while multitasking. Interpret and explain information such as eligibility requirements. Investigate claimants for the possibility of fraud or abuse. Applied complicated federal, state and local policies to accurately determine program eligibility.

10/2013 to 06/2019 Eligibility Maintenance Processor Hewlett Packard/ DXC/ Milwaukee Enrollment Services – Milwaukee, Wisconsin Scanning client's documents into the system in a timely manner Responsible for knowing how to navigate in Cares, Cww, Hod, and Ecf correctly Assisting clients with questions and case file information that is needed for them to receive benefits

Making sure clients have the correct documents that are needed and filled out correctly

Processing scanned first documents throughout the day for the case workers while doing processed first

Responsible for handling private information and storing it in the computer for case workers and clients.

05/2011 to 03/2013 Technical Customer Service, Call center Rep FIS – Milwaukee, WI

Answering over 250 outbound and inbound calls Helping customers with electronic banking and electronic payment presentment Assisting banks and customers with technical problems

EDUCATION

High School Diploma

Believers In Christ Christian Academy High School - Milwaukee, WI Associate of Science: Human Services

Milwaukee

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