Ana Castillo
Rio Grande City
Summary
Dedicated professional with extensive experience in customer service and eligibility assessment. Known for strong communication and conflict resolution skills, committed to delivering accurate and timely support to clients while maintaining strict compliance with regulations.
Overview
14
14
years of professional experience
Work History
Eligibility Specialist
Texas Health and Human Service Commission
Rio Grande City, TX
06.2022 - Current
- Evaluated eligibility for various health programs, ensuring compliance with state regulations.
- Processed applications and conducted interviews to assess client needs effectively.
- Utilized case management software to maintain accurate records and streamline workflows.
- Monitored changes in policies, implementing updates to improve service delivery and accuracy.
- Provided guidance to clients regarding available resources and benefits, enhancing support outcomes.
- Participated in team meetings to discuss case strategies, fostering a collaborative work environment.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Resolved discrepancies with client applications to verify eligibility.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Established trust with clients by consistently demonstrating empathy, professionalism, and a commitment to their wellbeing.
Customer Service Representative
State Farm Insurance Inc
Rio Grande City, TX
05.2012 - 06.2022
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Provided tailored insurance solutions based on client needs and preferences.
- Maintained accurate records in CRM system to track customer interactions.
- Trained new team members on company policies and customer service techniques.
- Mentored junior representatives, fostering a culture of continuous improvement and support.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Education
High School Diploma -
Rio Grande City High School
Rio Grande City, TXSkills
- Data entry
- Effective communication skills
- Microsoft office
- Telephone etiquette
- Problem Solving
- Multi-tasking Performance
- Conflict Resolution
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Eligibility Specialist
Texas Health and Human Service Commission
06.2022 - Current
Customer Service Representative
State Farm Insurance Inc
05.2012 - 06.2022
High School Diploma -
Rio Grande City High School