Hi, I’m
Andrea Harris-Fitzgerald
Aldan,United States
Overview
20
years of professional experience
Work History
Commonwealth of Pennsylvania
Clerical Assistant
05.2023 - 09.2023
Job overview
- Maintained confidentiality of sensitive company information while handling sensitive documents and communications.
- Ensured accuracy in data entry tasks, resulting in improved record-keeping and reduced errors.
- Increased department efficiency by managing correspondence, answering phones, and directing inquiries to appropriate personnel.
- Prioritized daily tasks effectively to meet deadlines consistently without compromising quality or detail.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Contributed to a positive work environment by promoting effective communication among team members.
- Input data into spreadsheets and databases.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Utilized office management software to record and track customer information.
- Created and maintained detailed records of all office activities.
- Processed incoming and outgoing mail and packages according to established procedures.
Commonwealth of Pennsylvania
Income Maintenance Caseworker
10.2019 - 09.2022
Job overview
- Processing applications for public assistance benefits (TANF, SNAP AND Medical Assistance), calculating benefit amounts, accessing IEVS system for income verification
- Conducting clients interviews, processing benefit renewals and semi annual reviews, reviewing alerts and exchanges, issuing EBT cards, use of interpreters for non English clients, processing inter/intra county transfers of client cases, attending appeal hearings, processing applications for LIHEAP/LIWAP assistance programs
- Proficient in the use of ECIS, PACSES, Microsoft windows, Microsoft Edge, Image Trust, Microsoft Outlook Microsoft Word, and Adobe software programs
- Conducted thorough interviews with clients to assess their needs and determine appropriate services or referrals.
- Ensured client confidentiality through strict adherence to privacy policies when handling sensitive personal information.
- Managed a large caseload of diverse clients, prioritizing tasks effectively to meet deadlines and maintain organized case files.
- Expedited resolution of client concerns by addressing questions promptly or escalating issues to supervisors as needed.
- Utilized data analysis skills to identify trends or patterns within caseloads, informing strategic decision-making processes for the agency.
- Identified potential instances of fraud or abuse within the income maintenance system by carefully reviewing case documentation for inconsistencies or discrepancies.
- Provided compassionate support to clients facing challenging life circumstances while helping them navigate the income maintenance system.
- Maintained up-to-date knowledge of federal, state, and local regulations governing income maintenance programs to ensure compliance.
- Gathered information via telephone, mail, or in person from clients applying for assistance.
- Operated computer and imaging equipment to retrieve and enter data into electronic case records.
- Enhanced client satisfaction by providing timely and accurate information regarding benefits eligibility and program requirements.
- Determined if applicants met eligibility for public assistance programs.
- Assisted clients with completing complex forms and applications, ensuring accuracy and completeness of required information.
- Reduced errors in benefit calculations by regularly reviewing and updating financial data in client records.
- Assisted clients with completion of applications and paperwork.
- Interviewed applicants and explained scope of different available benefits.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
- Made referrals to appropriate services.
City of Philadelphia Free Library
Library Assistant
11.2004 - 08.2018
Job overview
- Greeted patrons upon arrival to the branch
- Circulation duties: shelving books according to call number, series or author
- Entered new material into the library's SIRSI database system
- Helped patrons obtain library cards
- Pulled material to fill requests at other branches
- Assisted patrons with computer help
- Performed lead worker or department head duties when needed
- Participated in story time for children
- Handled fine payments from patrons and bank deposits for branch
- Traveled to other branch locations when staffing levels were low
- Answered phone calls to renew items, answer general inquiries and field calls to the proper staff when needed
- Great ability to multitask in a sometimes fast paced environment
Aqua Essential Utilities
Customer Care Administrator
03.2024 - 11.2024
Job overview
- Collaborated closely with team members to address customer concerns, ensuring seamless support.
- Processed requests for customers to start, stop or transfer utility service for properties.
- Reviewed residential leases and closing documents for new customers to start utility service.
- Actively participated in regular team meetings, sharing insights on best practices and discussing opportunities for improvement collectively.
- Coordinated with other departments as necessary for expedited issue resolution, fostering positive interdepartmental relationships.
- Consistently met or exceeded performance metrics while maintaining excellent quality scores in all areas of evaluation.
- Maintained accurate records of all customer interactions, tracking progress towards resolution effectively.
- Provided exceptional service by anticipating customer needs and offering solutions before escalation.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Identified and resolved discrepancies and errors in customer accounts.
Aqua Essential Utilities
Customer Support Specialist II
10.2023 - 03.2024
Job overview
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Elevated customer support experience by adopting customer-first approach in all interactions.
Education
Delaware State UniversityDover, Delaware
None from Psychology
10.2023
University Overview
Skills
- Copying documents
- Scanning Documents
- Maintaining records
- Microsoft Office Suite
- Staff Training
- Policy Enforcement
- Scheduling appointments
- Confidentiality handling
- Office equipment
- Phone reception
- Customer Service
- Verbal Communication
- Time Management
- Prioritizing Work
- Clerical Support
- Dedicated Team Player
- Social media knowledge
- Issue Resolution
- Complex Problem-Solving
- Professional and mature
- Meticulous attention to detail
- Medical Terminology
Awards
Awards
- Completed mandatory various training classes and other voluntary classes that would benefit my experience in my position
- Beginner Microsoft Excel Class
- STS transaction class
- SIRSI boot camp
- Dealing with difficult patrons
Workauthorization - Authorizedcountries
Workauthorization - Authorizedcountries
United StatesSummary
Dedicated Customer Service Representative with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.
Timeline
Customer Care Administrator
Aqua Essential Utilities
03.2024 - 11.2024
Customer Support Specialist II
Aqua Essential Utilities
10.2023 - 03.2024
Clerical Assistant
Commonwealth of Pennsylvania
05.2023 - 09.2023
Income Maintenance Caseworker
Commonwealth of Pennsylvania
10.2019 - 09.2022
Library Assistant
City of Philadelphia Free Library
11.2004 - 08.2018
Delaware State University
None from Psychology
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