Angelica Blair
Redford,MI
Summary
Citizenship: United States
Special Hiring Authority: Veterans Preference: Spouse of 100% Disabled Veteran.
Federal Experience: Internship at Detroit VAMC and state-level government employment at DHHS.
Clearance Level: None
Overview
24
24
years of professional experience
Work History
Assistance Payment Worker-10
State of Michigan Department of Health and Human Services
07.2021 - Current
- Ensuring that each person/family that applies for public assistance receives the type and level of assistance that they are eligible for.
- Assessing the needs of each person or family and providing them with appropriate information, making any necessary referrals and/or contacts to persons or agencies to help them meet their needs.
- Providing all families with information about the expectations and goals of DHS.
- Encouraging and guiding families in their efforts to become self-supporting.
- Interviewed applicants and recipients in person and by phone to determine client needs, both financial and non-financial.
- Discussed the department's expectations and the client's rights and responsibilities to assist in gaining the client's cooperation.
- Explained the consequences for failure to meet required objectives.
- Played an integral part of the client's support system, offering positive reinforcement, building self-esteem, identifying the client's strengths, and recommending services to enhance the client's potential for success.
- Explained program requirements and what verifications were needed to complete the process.
- Assisted the clients in obtaining verifications by making collateral contacts when necessary.
- Reviewed documents that have been submitted and processed them according to policy and procedure.
- Knowledgeable in the complex eligibility requirements for all assistance programs.
- Analyzed the client's circumstances, evaluated potential program eligibility, and recommended other programs that the client may be eligible for or in need of.
- Utilized the Bridges system to process changes on cases as identified and processed redeterminations and applications according to policy.
- Determined eligibility by utilizing the Bridges system to calculate the benefit levels for the clients.
- Liaison to the client, promoting understanding of department policies and advocating on behalf of the client.
- Participated in judicial and quasi-judicial proceedings.
- Written fraud referrals, hearing summaries, and provided testimony in administrative hearings.
- Assisted with front desk procedures on appointed days and times.
- Consistently met deadlines under pressure while maintaining high-quality work output in a fast-paced environment.
- Established strong working relationships with clients through excellent communication skills, fostering long-term partnerships built on trust.
- Contributed to team success by completing jobs quickly and accurately.
- Developed strong cooperative relationships with coworkers and managers.
Master Social Work Intern
John D. Dingell Veteran Administration Medical Center
09.2024 - 04.2025
- Company Overview: Veteran Community Referral and Resource Center (VCRRC)
- Conducting outreach to identify homeless or at-risk veterans in the community.
- Performing comprehensive needs assessments to understand individual situations.
- Independently conducting psychosocial assessments and treatment interventions for a wide variety of individuals from various socio-economic, cultural, ethnic, educational, and other diversified backgrounds.
- Making appropriate referrals to community agencies for housing, healthcare, mental health services, employment programs, and benefits assistance.
- Coordinating care between various service providers to ensure seamless transition and continuity.
- Maintaining detailed client records and tracking progress.
- Building relationships with community partners to access services for veterans.
- Knowledge of community resources, to make appropriate referrals to outside agencies.
- Knowledge of various VA systems, such as CPRS and HOMES.
- Act as an advocate with appropriate VA and community service providers and agencies when it serves the best interest of the Veteran and family member/caregivers.
- Veteran Community Referral and Resource Center (VCRRC)
- Offered community resource guidance to clients to meet family needs for assistance.
- Consulted with other professionals to gain insight and advice and build a strong network within an organization.
- Conducted outreach to local referral sources to build strong partnerships for supportive services.
- Maintained client reports to track client progress, record interventions, and provide relevant data for analysis.
- Interviewed clients to assess needs and determine the most suitable services.
- Implemented evidence-based interventions to address diverse client needs, including mental health, addiction, trauma, and family dynamics.
- Coordinated referrals for specialized services, ensuring timely access to essential supports such as housing or medical care.
- Conducted comprehensive assessments to identify client needs and develop appropriate interventions.
- Maintained detailed case notes, documenting progress towards goals and critical incidents for accurate reporting.
- Developed strong rapport with clients by establishing trust and maintaining open lines of communication throughout the internship experience.
- Educated clients on their rights and responsibilities within various social service systems, empowering them to make informed decisions.
- Provided crisis intervention services to ensure the safety of clients experiencing mental health or substance use emergencies.
Eligibility Caseworker
Guilford County Department of Health and Human Services
05.2020 - 06.2021
- Determines eligibility for Family and Children’s Medicaid based on constantly changing Federal, State, and County policies.
- Adhere to strict policy deadlines for the Medicaid program.
- Interview to obtain necessary factual information and verify information received from applicants.
- Explains and interprets policy and application procedures to clients and community members, and assists them in completing their application forms.
- Maintains complete and accurate records on client eligibility.
- Responds to complaints of clients, advocates, professionals, and community resources.
- Assesses clients’ needs and, when appropriate, makes referrals to other Social Service areas or appropriate community resources.
- Works in NC FAST to maintain client records.
- Maintained high standards of confidentiality while handling sensitive client information, adhering to privacy regulations and protocols.
- Reduced errors in case files by meticulously reviewing documentation for accuracy and completeness.
- Mitigated potential fraud by conducting thorough evaluations of client applications and verifying all supporting documentation.
- Developed strong rapport with clients by demonstrating empathy and understanding during challenging circumstances.
- Provided exceptional customer service by addressing client inquiries and concerns promptly, earning a reputation for being both approachable and knowledgeable.
- Updated client records accurately to reflect changes in eligibility status or personal circumstances that may affect their benefits entitlements.
- Established credibility as a knowledgeable resource for colleagues seeking guidance on complex eligibility issues.
- Managed a diverse caseload effectively, prioritizing tasks based on urgency and level of complexity while maintaining attention to detail throughout all stages of the process.
- Assisted clients in navigating the appeals process when necessary by guiding them through required steps and clarifying any misunderstandings about decisions made on their applications.
- Achieved higher levels of accuracy in determining eligibility with thorough analysis of financial, employment, and personal information.
- Enhanced client satisfaction by providing clear explanations of eligibility requirements and guidelines during appointments.
- Promoted a positive work environment by fostering collaboration among team members through open communication channels.
- Resolved discrepancies with client applications to verify eligibility.
- Processed and certified documents for accuracy and compliance with government regulations.
- Assisted clients with accurate eligibility form, application, and document completion.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain the benefits process.
- Communicated with people from various cultures and backgrounds on the application process.
- Built relationships with diverse stakeholders to achieve successful program implementation.
- Assisted clients with the completion of applications and paperwork.
Bachelor Social Work Intern
Piedmont Health Services and Sickle Cell Agency
08.2019 - 03.2020
- Wellbeing: Assisted in the intake process at the clinic during testing days.
- Administrative tasks as assigned.
- Managed caseload concerning pregnant mothers and their children.
- Documented all encounters with clients and kept case files up to date.
- Researched and maintained resource directory.
- Organized a water and Gatorade fundraiser for the agency's summer camp.
- Offered community resource guidance to clients to meet family needs for assistance.
- Consulted with other professionals to gain insight and advice and build a strong network within an organization.
- Conducted outreach to local referral sources to build strong partnerships for supportive services.
- Participated in ongoing professional development opportunities to stay current on best practices within the field of social work.
- Maintained client reports to track client progress, record interventions, and provide relevant data for analysis.
- Assessed program effectiveness using feedback from participants and data analysis techniques, making recommendations for improvement as needed.
- Interviewed clients to assess needs and determine the most suitable services.
- Supported families in addressing parenting challenges through education, resource connection, and skills training workshops.
- Coordinated referrals for specialized services, ensuring timely access to essential supports such as housing or medical care.
- Collaborated with multidisciplinary teams to optimize client care and overall wellbeing.
- Conducted comprehensive assessments to identify client needs and develop appropriate interventions.
- Maintained detailed case notes, documenting progress towards goals and critical incidents for accurate reporting.
- Developed strong rapport with clients by establishing trust and maintaining open lines of communication throughout the internship experience.
- Educated clients on their rights and responsibilities within various social service systems, empowering them to make informed decisions.
- Performed client screenings and accurately recorded data in case files to facilitate clinical case coordination services and case management duties.
- Enhanced client self-sufficiency through goal setting, problem-solving, and skill-building activities.
- Improved client self-advocacy, coaching on communication strategies for navigating bureaucratic systems.
- Built strong, trust-based relationships with clients, providing empathetic and effective counseling.
- Boosted client morale and motivation by implementing a recognition system for personal achievements.
- Enhanced service delivery, providing feedback on program effectiveness to management.
- Enhanced community resource connections, guiding clients through the navigation of local support services.
- Improved client wellbeing by conducting comprehensive needs assessments.
- Conducted detailed research on community resources, updating the agency's database to improve service referrals.
- Supported clients in setting and achieving personal goals, utilizing strength-based approaches to foster empowerment.
Customer Service Representative
Duluth Trading Company
09.2018 - 03.2020
- Effectively communicate sales and promotions.
- Develops an exceptional familiarity with the Duluth brand and product knowledge.
- Assists in receiving, processing, and replenishing merchandise.
- Maintains merchandising, presentation, and display standards.
- Accurately and efficiently processes all register transactions.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating the company website and placing online orders, improving the overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in the company's commitment to service excellence.
- Conducted training sessions for new hires, ensuring a consistent level of service across the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Benefit Advocate
United Health Group
04.2015 - 06.2015
- All Center Representative.
- Communicates via telephone with members, providers, clinic staff, and co-workers.
- Responds to or refers incoming calls in a prompt, pleasant, and professional manner.
- Remains in the call queue at all times, unless permission is granted to leave for training, coaching, or other activities.
- Respond to and resolve customer service inquiries and issues on the first call by identifying the topic and type of assistance the member needs, such as benefits, eligibility, claims, financial spending accounts, and correspondence.
- Help guide and educate members about the fundamentals and benefits of consumer-driven healthcare topics, including managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits, and choosing a quality care provider.
- Intervene with care providers on behalf of the member to assist with appointment scheduling or connections with internal specialists for assistance when needed.
- Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient.
- Own the problem through resolution on behalf of the member in real-time or through comprehensive and timely follow-up with the member.
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
- Provide education and status on previously submitted pre-authorizations or pre-determination requests.
- Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution, and attendance.
- Maintains strict member and company confidentiality.
- Performs other related duties as assigned.
- Managed relationships with benefits providers to ensure prompt resolution of claims, disputes, and other issues.
- Enhanced client satisfaction by resolving benefits-related issues promptly and accurately.
- Maintained compliance with all federal, state, and local regulations regarding employee benefits administration.
- Provided ongoing support to employees experiencing life changes that impacted their benefit eligibility or coverage needs.
- Assisted employees in navigating complex healthcare systems, ensuring timely access to necessary care and services.
- Observed strict procedures to maintain data and plan participant confidentiality.
Customer Service Representative Level 1
Time Warner Cable
09.2014 - 03.2015
- Call Center Representative.
- Assisting customers with billing issues.
- Assist customers with scheduling appointments.
- Troubleshooting equipment.
- Upselling and upgrading equipment and services.
- Handles customer complaints.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster a positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Fostered a positive customer service culture within the team, which led to higher customer satisfaction rates.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time, and productivity.
- Educated customers about billing, payment processing, and support policies and procedures.
- Responded proactively and positively to rapid change.
Credit and Customer Support Representative
Sitel
05.2013 - 09.2014
- A significant Call Center Representative for Macy's and Bloomingdale's.
- Handles customer calls and complaints.
- Handles customer retention.
- Dispatches customers to appropriate departments when necessary.
- Modifies, cancels, and assists with online purchases.
- Pushes sales, promos, and up-sell of products on every call.
- Customer Service.
- Advises customers based on product knowledge.
- Utilizes company apps and equipment to assist customers with their inquiries.
- Resolved customer complaints by distinguishing, prioritizing, and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
- Utilized CRM tools effectively to track customer interactions, maintain records, and provide personalized assistance when needed.
- Liaised with internal teams to resolve customer concerns, escalate issues, and serve as company ambassador.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
- Documented customer interactions in the computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Recommended solutions to complex situations through research and critical thinking, and escalated the customer to the supervisor for enhanced support.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Supported sales efforts by offering knowledgeable insights into product offerings during upselling opportunities.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Contributed ideas for process improvements at team meetings, leading to enhanced departmental performance overall.
- Contributed to team meetings with insightful feedback on customer sentiment, driving strategic changes in service delivery.
- Managed high call volumes with a focus on quality and efficiency, ensuring customer inquiries were resolved promptly.
- Delivered personalized customer service, adapting responses to match individual needs and expectations.
- Contributed to a significant reduction in response time to customer inquiries by implementing an improved ticketing system.
- Reduced customer churn by empathetically addressing their concerns and advocating for their needs within the company.
- Played a key role in achieving high customer service ratings through consistent performance and dedication to quality.
Customer Service Representative 1
Teletech
05.2010 - 05.2013
- Call Center Representative for Best Buy Industries.
- Handled customer calls and complaints.
- Dispatched customers to appropriate departments when necessary.
- Modified, canceled, and made online orders for customers.
- Sales and upsales of services and products.
- Customer Service.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating the company website and placing online orders, improving the overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in the company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Entertainment Sales Associate
Walmart
08.2009 - 05.2010
- in locatingAccepted cash, check, credit card, debit card, and electronic benefit transfer payments.
- Fulfilling inventory picks.
- Stocking shelves and maintaining a uniform look established by pre-set guidelines.
- Upselling and cross-selling.
- Assisting in the unloading and processing of the supply truck.
- Light maintenance and janitorial.
- Greets customers.
- Discuss the type and quality of merchandise you are seeking to purchase.
- Advise customers on the use and care of merchandise.
- Provides advice on specialized products and services.
- Quotes prices, credit terms, warranties, and delivery dates.
- Assist in the display of merchandise.
- Operate computerized inventory record-keeping and re-ordering systems.
- Conduct sales transactions through internet-based commerce.
- Establish and maintain good customer service.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for the sales floor by pricing and assisting.
- Assisted customers in locating products and verified the store system for merchandise availability at other locations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Rotated stock and restocked shelves to maintain product availability and ensure a well-maintained store appearance.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Collaborated with team members to achieve monthly sales targets.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Utilized CRM tools to track customer interactions and sales, enhancing the effectiveness of follow-up communications.
- Increased customer loyalty with personalized shopping experiences and attentive service.
- Contributed to a positive shopping environment by maintaining an organized and welcoming store appearance.
- Conducted product demonstrations to highlight features and benefits, influencing purchase decisions.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Provided training to new staff on sales techniques and store procedures, ensuring a consistent customer service experience.
Electronics Sales Associate
Walmart
05.2008 - 01.2009
- Provided general assistance to the customers.
- Performed point of sales transactions.
- Kept area clean and free of clutter.
- Stocked shelves.
- Cross-selling and upselling.
- Assisted customers in online orders.
- Assisted customers with cell phone decisions and activations.
- Set up displays and shelves according to weekly sales.
- Assisted customers with video game and movie pre-orders.
Overnight Stocker
Kmart
08.2006 - 05.2008
- Set up and take down of displays depending on weekly sales.
- Painted and reassembled shelves.
- Stocked shelves.
Keyholder
Anna’s Linens
01.2003 - 01.2006
- Cash handling.
- Unloading trucks.
- Stocking shelves.
- Opening and closing business.
- Upselling and cross-selling at POS.
- Counting down registers.
- Display set up and take down.
- Point of sales transactions.
- Speaking with corporate on various issues.
- Assisting customers over the phone.
- Janitorial.
Sales Associate
Children’s Place Outlet
01.2002 - 01.2003
- Stocking shelves.
- Cash handling.
- Point of sales transactions.
- Providing general assistance to customers.
- Assisting in markdowns.
- Janitorial.
- Display set up and takedown.
Day Care Aide
Theresa’s Place Child Care
01.2001 - 01.2002
- Feeding.
- Maintaining hygiene.
- Light Janitorial.
- Assisting with maintaining a safe environment.
- Monitoring children between the ages of 6 months and 12 years.
- Assisting with homework.
Education
Master of Science - Social Work
Wayne State University
Detroit, MI05.2025
Bachelor of Science - Social Work
North Carolina A&T State University
Greensboro, NC05.2020
Associate of Applied Science - Psychology
University of Phoenix
Tempe, AZ05.2015
Timeline
Master Social Work Intern
John D. Dingell Veteran Administration Medical Center
09.2024 - 04.2025
Assistance Payment Worker-10
State of Michigan Department of Health and Human Services
07.2021 - Current
Eligibility Caseworker
Guilford County Department of Health and Human Services
05.2020 - 06.2021
Bachelor Social Work Intern
Piedmont Health Services and Sickle Cell Agency
08.2019 - 03.2020
Customer Service Representative
Duluth Trading Company
09.2018 - 03.2020
Benefit Advocate
United Health Group
04.2015 - 06.2015
Customer Service Representative Level 1
Time Warner Cable
09.2014 - 03.2015
Credit and Customer Support Representative
Sitel
05.2013 - 09.2014
Customer Service Representative 1
Teletech
05.2010 - 05.2013
Entertainment Sales Associate
Walmart
08.2009 - 05.2010
Electronics Sales Associate
Walmart
05.2008 - 01.2009
Overnight Stocker
Kmart
08.2006 - 05.2008
Keyholder
Anna’s Linens
01.2003 - 01.2006
Sales Associate
Children’s Place Outlet
01.2002 - 01.2003
Day Care Aide
Theresa’s Place Child Care
01.2001 - 01.2002
Master of Science - Social Work
Wayne State University
Bachelor of Science - Social Work
North Carolina A&T State University
Associate of Applied Science - Psychology
University of Phoenix
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