Annette Offord
Houston,TX
Summary
Exceptional interpersonal and communication skills with proficiency to promote confidence to build and maintain strategic business/client relationships while interfacing positively with people of diverse backgrounds. Ability to manage multiple tasks without compromise to quality of productivity. Strong work ethic and sense of responsibility. Skilled in Administrative and Office procedures, as well as staff oversight.
Overview
17
17
years of professional experience
Work History
Customer Service Representative III/Benefits Counselor II
City Of Houston Health Department
10.2022 - Current
- Collect data, resources, and Medicare information to assist consumers over the phone and face to face.
- Prepare written records of correspondence with consumers and enter data into the state information management system.
- Maintain client records ensuring date is included for effective follow-up and required reporting.
- Respond to consumer’s questions received over the phone, face to face or through mail.
- Provide information to consumers who require Medicare counseling, financial and legal assistance, and support with public benefits.
- Participate with community outreach events held virtually or in-person.
- Solid background in providing and coordinating services for people with complex problems.
- Knowledgeable of community services, supports and eligibility criteria.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Delivered prompt service to prioritize customer needs.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative III
A1 Personnel Of Houston Staffing Agency
05.2022 - 10.2022
- Collects data, resources, and Medicare/Medicaid information to assist consumers over the phone and face to face.
- Handled customer inquiries and suggestions courteously and professionally.
- Prepares written records of correspondence with consumers and enters data into the state information management system.
- Maintains client records ensuring date is included for effective follow-up and required reporting.
- Responds to consumer’s questions received over the phone, face to face or through mail.
- Provides information to consumers who require Medicare counseling, financial and legal assistance, and support with public benefits.
- Participate with community outreach events held virtually or in-person.
- Solid background in providing and coordinating services for people with complex problems.
- Knowledgeable of community services, supports and eligibility criteria.
Senior Benefits Counselor
City Of Houston Department Of Health & Human Services
11.2012 - 08.2019
- Provided subject matter expertise on eligibility, coverage and other benefits matters.
- Provide easy access to information to assist consumers in exploring the full range of long-term support options, resources and services that support the needs of family and caregivers.
- Help coordinate health fairs and events, and present presentations for professionals that assist senior and people with disabilities.
- Create a person-centered, community-based program that promotes independence and dignity for individuals.
- Provide oversight of daily operations at the ADRC and assist with staff supervision.
- Assists manager with quarterly and annual reports.
- Utilize various databases to complete tasks.
Community Relations Specialist
Sliver & Associates Staffing Agency
12.2009 - 11.2012
- Provided seniors and people with disabilities information to understand private and public benefits.
- Provided easy access to information to assist consumers in exploring the full range of long-term support options, resources and services that support the needs of families and caregivers.
- Coordinate health fairs and events, and provided presentations for professionals that assisted seniors and people with disabilities.
- Created great working relationships with different levels of city departments and other organizations.
- Created a person-centered, community-based program that promotes independence and dignity for individuals.
- Utilize various databases to complete tasks.
Texas Work Advisor III
Texas Health And Human Services Commission
10.2006 - 08.2009
- Performed a collaborative process that assessed, planned, implemented, coordinated, monitored, and evaluated resources to determine client financial eligibility.
- Interviewed clients or authorized representatives to gather information to determine eligibility for benefits for SNAP, and Children’s Medicaid.
Education
Certified Benefits Counselor II - Public And Private Health Insurance
Health Information Counseling And Advocacy Program
Houston, Texas 03.2023
Certificate - Care Transitions Coach
Denver School of Nursing
Denver, CO08.2011
Certified - Family Education Specialist
Houston Community College Health Science Center
Houston, TX05.2006
Certificate - Chemical Abuse Counseling
Houston Allied Health Career
Houston, TX09.1997
Skills
- Microsoft Office, Word, Excel, PowerPoint, Access, Typing, 10-key by touch, Data Entry
- Clerical Support
- Inventory Control,
- Record Management
- Accounts Receivable
- Staff Training
- Call Center Operations
- Customer Relationship Management
- Multi-Line Phone Talent
- Senior Leadership Support
Timeline
Customer Service Representative III/Benefits Counselor II
City Of Houston Health Department
10.2022 - Current
Customer Service Representative III
A1 Personnel Of Houston Staffing Agency
05.2022 - 10.2022
Senior Benefits Counselor
City Of Houston Department Of Health & Human Services
11.2012 - 08.2019
Community Relations Specialist
Sliver & Associates Staffing Agency
12.2009 - 11.2012
Texas Work Advisor III
Texas Health And Human Services Commission
10.2006 - 08.2009
Certified Benefits Counselor II - Public And Private Health Insurance
Health Information Counseling And Advocacy Program
Certificate - Care Transitions Coach
Denver School of Nursing
Certified - Family Education Specialist
Houston Community College Health Science Center
Certificate - Chemical Abuse Counseling
Houston Allied Health Career
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