Chinwendu Ozugha
Summary
Experienced professional with over 5 years of dedicated service in customer service and government administration. Proficient in program evaluation, policy analysis, data analysis, and regulatory compliance. Demonstrated ability to streamline workflows, improve service delivery, and maintain program integrity to enhance operational efficiency and drive organizational success. Committed to delivering exceptional results through a strong focus on dependability and professionalism.
Overview
4
4
years of professional experience
Work History
Social Service Representative
DC Department Of Human Services
07.2023 - Current
- Administer SNAP, TANF, and Medicaid programs, processing an average of 150+ cases per month while ensuring 98% compliance with federal and local policies.
- Conduct data analysis and case evaluations, reducing application processing time by 30% through improved workflow efficiency.
- Interview 50+ clients weekly to collect and verify eligibility information, ensuring accurate and timely benefit determinations.
- Prepare detailed reports and case notes, maintaining 100% compliance with privacy and security regulations.
- Support policy analysis and process improvements, contributing to a 15% increase in service efficiency through automation and procedural enhancements.
Customer Service Ambassador (SSA)
DC Department Of Human Services
04.2022 - 06.2023
- Preparing customer documentation and loading eligibility tasks for processing
- Performing some face-to-face customer service - directing traffic and answering questions - in Service Center lobbies
- Working closely with Social Service supervisors, Section Chiefs, Social Service representatives, and Program Managers in reaching the goals of the agency
- Navigating eligibility interface (SLIME) and workflow management system (Current) in order to respond to resident inquiries, and status requests
- Leveraging document management system (DIMS), to scan and index all documents received
- While logging new tasks into Current from scanned and indexed documents
- Following procedures and identifying, prioritizing, and resolving any questions, complaints, or concerns from both coworkers and customers
- Provided survivors with information on their status of application
Call Center Agent
Federal Emergency Management Agency (FEMA)
09.2021 - 04.2022
- Answered high volume of inbound calls while verifying applicants information and updating data
- Identifying disaster prone sites, plan for emergency relief, request additional help for survivors
- Refer survivors to lodging assistance, and other supporting websites or Phone numbers
- Answered a disaster helpline with an automated softphone software and in contact system
- Analyzed disaster victims questions to refer them to local resources for immediate help
- Assisted disaster victims by identifying the type of help they needed using FEMAS's registration Intake system
Pharmacy Technician
CVS Pharmacy
10.2020 - 01.2021
- Keeping records by documenting and filing physician prescriptions and orders; delivering pharmacological assistance by collecting, packaging, and dispensing pharmaceuticals
- Responding to patients and healthcare professionals requests, answering their concerns, and sending different inquiries to the Pharmacist
- Following rules, regulations, and procedures to maintain a clean and safe pharmacy, such as sanitizing equipment and surfaces
- Processing prescriptions electronically and verifying that all details are accurate and complete
- Completing occasional administrative assignments from a specialist or facility management, such as recordkeeping
Education
Associate Of Arts - Health Science
Prince Georges Community College
Largo, Maryland06.2025
Bachelor of Science - Psychology
University of Maryland Global Campus
Hyattsville, MD04.2027
Skills
- Customer Service
- Data Entry/Analysis
- Proficient in MS Office
- Communication & Report Writing
- Time management & Multitasking
- Regulatory Compliance (SNAP, TANF, Medicaid, etc)
Timeline
Social Service Representative
DC Department Of Human Services
07.2023 - Current
Customer Service Ambassador (SSA)
DC Department Of Human Services
04.2022 - 06.2023
Call Center Agent
Federal Emergency Management Agency (FEMA)
09.2021 - 04.2022
Pharmacy Technician
CVS Pharmacy
10.2020 - 01.2021
Associate Of Arts - Health Science
Prince Georges Community College
Bachelor of Science - Psychology
University of Maryland Global Campus
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