Summary
Overview
Work History
Education
Skills
Timeline
Generic

Adria L. Herrmann

Aumsville,OR

Summary

Experienced eligibility professional with strong background in assessing and determining client eligibility for various programs. Skilled in data analysis, client interviews, and documentation management. Strong focus on team collaboration and achieving results, adaptable with changing needs. Reliable and efficient, consistently meeting deadlines and maintaining high standards in service delivery.

Experienced with assessing client eligibility for public assistance programs. Utilizes analytical skills to evaluate complex documentation and ensure program compliance. Track record of effective communication and client support, contributing to successful outcomes in service delivery.

Overview

16
16
years of professional experience

Work History

Eligibility Worker/Human Services Specialist 3

Oregon Department of Human Services (ODHS)
11.2023 - Current
  • Determine financial eligibility for Oregon Department of Human Services (ODHS) programs, including but not limited to, Medicaid/Medical Assistance Programs, Supplemental Assistance Program (SNAP), Employment Related Day Care (ERDC), and Temporary Assistance for Needy Families (TANF)
  • Perform eligibility determinations, redeterminations and periodic reviews while following Oregon Rules, Compliance, policies and transmittals
  • Conduct interviews with applicants applying for benefits via phone while providing a person-centered service and trauma-informed approach
  • Coordinate with applicants to schedule and reschedule appointments when necessary
  • Experience daily with confidential and sensitive information.
  • Possess technical skills that include basic computer and search engine knowledge, ability to communicate verbal and in written communications, such as email, texts, reports, etc.
  • Ability to work well and thrive in a team environment.
  • Update narrative report summarizing new information from client and collateral sources, findings of home visit, and conclusions.
  • Assessed client eligibility for various state assistance programs to ensure compliance with regulatory standards.
  • Processed applications and renewals, maintaining accuracy in data entry and documentation management.
  • Conducted interviews with clients to gather necessary information for benefits determination and program enrollment.

Senior Customer Success Representative

Wells Fargo
03.2017 - 11.2023
  • Review employee performance regarding accuracy, procedure execution, including accuracy of resources utilized
  • Point of contact in providing subject matter expertise by articulating complex laws, policies, current business practices and rules in a customer centric manner
  • Customer service skills include maintaining friendly and helpful demeanor, dictating clearly, answer calls promptly and resolving conflicts
  • Determine customer eligibility for account programs such as Address Confidentiality Safe at Home Programs, Elder and Vulnerable Adult Financial Exploitation, promotions, payment assistance, reimbursements and benefits programs
  • Establish goals and direction that support business workflow and allow appropriate work allocation for staff
  • Experience effectively leading huddles/meetings while communicating rules and procedures
  • Utilize independent judgement with minimal direction when communicating approval or denial of services amongst a variety of cultures or people under emotional, hostile and financial stress
  • Strong consistency to manage, execute and organize a high volume of work in a fast pace setting with constant interruptions
  • Knowledge and understand of writing, editing, coordinating and publishing sensitive and confidential information
  • Proven competency in obtaining information, accessing, and communicating content aligned with regulatory guidelines, policies and compliance requirements
  • Collaborate and consult through strong research skills with multiple departments to determine customer resolution
  • Develop, document and publish communication in timely manner to identify process opportunities and solutions
  • Perform and review customer satisfaction surveys and make outbound calls for customer feedback
  • Served as Project Quality Assurance Specialist, developing and collaborating with a variety of upper-level management to reduce breaks in policy
  • Developed training materials for new team members, improving onboarding efficiency and knowledge transfer.
  • Analyzed customer feedback to identify trends, driving improvements in service delivery and product offerings.
  • Collaborated with cross-functional teams to streamline communication channels, enhancing overall client experience.
  • Mentored junior representatives in customer service techniques, fostering skill development and teamwork.
  • Led initiatives to improve response times for service requests, contributing to enhanced customer loyalty and trust.

Lead Customer Success Representative

Wells Fargo
06.2015 - 03.2017
  • Experience supporting escalated customers/clients and team members by phone in providing conflict resolution, resources, services and benefits that exceed expectations
  • Effectively resolve moderately complex escalated inquires through performed research, problem solving techniques, follow up and a high level of accuracy
  • Accurately and thoroughly document customer interaction details into the system during calls
  • Manage inbound calls for order placement and product inquiry with exceptional customer service
  • Established best practices that help identify strengths and needs in order to provide first call resolution
  • Provide feedback on strategic approaches and effectiveness that support business function
  • Provide training on policies and procedures, and provide guidance to less experience individuals, as well as internal and external customers
  • Receive direction from customer service supervisors and escalate non-routine questions

Banker Coach

Wells Fargo Bank
05.2014 - 06.2015
  • Implemented performance metrics to assess coaching effectiveness and drive continuous improvement.
  • Mentored bankers on compliance regulations, promoting adherence to industry standards and best practices.
  • Facilitated workshops to improve sales techniques and foster team collaboration among banking staff.
  • Analyzed individual performance data to tailor coaching approaches for diverse learning needs.
  • Collaborated with management to develop strategic initiatives that align training with organizational goals.
  • Evaluated existing training materials, recommending updates to ensure relevance and engagement.
  • Led cross-functional teams in identifying process improvements, enhancing operational efficiency within the branch network.
  • Oversaw, guided and challenged compliance for risk management activities.
  • Identified areas for cost reduction within bank operations, implementing changes that led to increased profitability without compromising service quality or compliance standards.
  • Mentored junior bankers, fostering professional development and growth within the team.

Premier Phone Banker 3

Wells Fargo
09.2013 - 05.2014
  • Assist and serve high 60-70 valued customers using excellent verbal, written and interpersonal communication skills
  • Experience in supporting as interim lead in absence of team lead
  • Extensive knowledge and understanding of Consumer Deposit Accounts, Credit Cards products, policies, and procedures
  • Recommend products and services to increase client’s private banking experience
  • Managed customer inquiries, providing tailored solutions to enhance satisfaction and loyalty.
  • Provided exceptional support during critical situations such as fraud prevention or account security breaches, mitigating potential losses for both the institution and its clients.
  • Reduced client dissatisfaction rates by implementing proactive solutions to address common concerns before they escalated into major issues.

Phone Banker 1& 2

Wells Fargo
10.2012 - 09.2014
  • Serve as subject matter expert on Wells Fargo Checking, Savings, Direct Deposit, Express Send, Wire Transfer etc. for client contacting customer service
  • Accountable for diligently resolving customer inquires, issues and concerns
  • Answer 60-70 calls daily and provide customer service support
  • Delivered exceptional customer service through effective communication and problem resolution.
  • Processed account transactions accurately and efficiently while adhering to compliance standards.
  • Handled sensitive personal and financial information with discretion, ensuring the privacy of clients at all times.
  • Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.

Crew Member Team Leader

McDonalds
05.2009 - 10.2012
  • Led team in daily operations, ensuring efficient service and customer satisfaction.
  • Trained new crew members on food safety protocols and operational procedures.
  • Implemented quality control measures to ensure consistency in food preparation standards.
  • Addressed customer concerns promptly, improving overall guest experience and loyalty.
  • Maintained store cleanliness at all times by delegating tasks appropriately among team members as required.
  • Resolved customer complaints promptly, going above-and-beyond to ensure complete satisfaction with our services.

Education

High School Diploma -

Cascade School
Salem, OR
06.2009

Skills

  • 11 years of call center experience with Wells Fargo Credit Card, Retail banking and Co-brand cards
  • Written and verbal communication
  • Application processing
  • Appointment scheduling
  • Applicant interviews
  • Confidentiality
  • Medicaid
  • Public assistance programs
  • Recordkeeping and data input
  • Income verification

Timeline

Eligibility Worker/Human Services Specialist 3

Oregon Department of Human Services (ODHS)
11.2023 - Current

Senior Customer Success Representative

Wells Fargo
03.2017 - 11.2023

Lead Customer Success Representative

Wells Fargo
06.2015 - 03.2017

Banker Coach

Wells Fargo Bank
05.2014 - 06.2015

Premier Phone Banker 3

Wells Fargo
09.2013 - 05.2014

Phone Banker 1& 2

Wells Fargo
10.2012 - 09.2014

Crew Member Team Leader

McDonalds
05.2009 - 10.2012

High School Diploma -

Cascade School

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