Britton Heil
San Antonio,TX
Summary
Dedicated public servant with more than 5.5 years of experience supporting the Texas Health and Human Services Commission's mission to improve the health and well-being of individuals and families. Recognized for unwavering commitment, loyalty, and accountability in delivering accurate eligibility services through strong communication, data management, and technical proficiency. Proven ability to maintain accurate eligibility operations while fostering trust through effective communication and customer-focused support. Previous experience in dispatch and logistics strengthened adaptability, critical thinking, and decision-making under pressure. Known for loyalty to organizational values, dedication to team success, and a results-oriented approach that enhances operational efficiency and strengthens community impact. Driven by a strong sense of duty and service, consistently contributing to operational excellence, program integrity, and positive outcomes for the communities and organizations served.
Overview
10
10
years of professional experience
Work History
Eligibility Operations for Texas HHSC
Texas Health and Human Service Commission
San Antonio, TX
01.2021 - 09.2026
- Served as a trusted resource for staff and management by providing guidance on complex eligibility policies, procedures, and case determinations.
- Assisted with Resource Unit training initiatives, helping ensure consistent application of Texas Works policies and compliance standards across the team.
- Resolved high-priority and escalated cases while maintaining accuracy, timeliness, and program integrity.
- Supported workforce development by mentoring new advisors and sharing best practices to improve team performance and customer outcomes.
- Contributed to operational excellence through quality-focused case management, policy adherence, and continuous process improvement.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Delivered compassionate, mission-focused customer service to Texas families while safeguarding confidential information and ensuring equitable access to public assistance programs.
Dispatch Operations Manager
Crane Freight
San Antonio, TX
02.2020 - 04.2021
- Managed daily dispatch operations for Crane Freight truckload shipments.
- Communicated delays, route changes, and delivery issues with drivers.
- Monitored dispatch compliance with freight policies and transportation procedures.
- Managed relationships with external vendors such as trucking companies and warehouses.
- Ensured compliance with applicable government regulations regarding transportation of goods.
- Prepared detailed reports on shipping costs, transit times, delays. for management review.
Broker Service Representative
DLS Worldwide
San Antonio, TX
07.2018 - 02.2020
- Coordinated freight shipments and broker service requests for DLS Worldwide clients.
- Communicated with carriers to confirm pickup, delivery, and schedule changes.
- Tracked loads through transportation systems and updated shipment status.
- Processed new business applications within established time frames while maintaining high quality standards.
- Maintained daily communication across DLS Worldwide broker service workflows.
- Followed up with customers regarding outstanding payments or unanswered questions.
- Prepared reports summarizing sales activities, customer service statistics and other data as requested by management team.
- Developed relationships with carriers to increase understanding of underwriting guidelines and obtain competitive rates for clients.
- Ensured compliance with applicable laws and regulations governing insurance products.
- Maintained accurate records of all transactions, including policy changes and cancellations.
- Conducted regular reviews of customer accounts to identify opportunities for additional coverage or services.
- Trained and developed agents on consultative sales techniques while assessing needs of buyers to provide relevant properties.
- Utilized advanced financial modeling techniques to assess potential investment risks and returns.
- Executed buy and sell orders on behalf of clients, ensuring optimal timing and pricing to maximize returns.
- Participated in continuous professional development activities to stay current with financial products, market conditions, and regulatory changes.
Night Dispatcher
JTM Transport Inc.
San Antonio, TX
07.2016 - 06.2018
- Assigned routes based on load status, availability, and delivery schedules.
- Troubleshot problems that arose during transit, such as navigation issues or mechanical failures.
- Provided guidance and support to drivers when needed while they were out on the road.
- Communicated frequently with customers to ensure satisfaction with service provided.
- Responded promptly to customer inquiries regarding delivery status.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Supervised driver dispatching, route planning, and vehicle tracking for driving team.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
- Answered customer requests with information about product availability, shipping information and status updates.
- Identified locations and needs of callers to accurately send assistance.
- Coordinated night dispatch for JTM Transport Inc. freight and driver operations.
- Resolved route changes, delays, and after-hours service issues.
- Advised drivers on best practices for safe driving habits under varying weather conditions.
- Organized data from past runs into a database for future reference.
- Kept up-to-date with company policies and procedures concerning dispatching operations.
Education
Bachelor of Arts - Music Technology
London Music School of Arts
04-2004
Skills
- Training & Staff Development
- New Employee Onboarding & Mentorship
- Subject Matter Expertise (SME)
- Process Improvement & Operational Efficiency
- Cross-Functional Collaboration
- Policy Guidance & Technical Assistance
- Knowledge Transfer & Team Support
- Performance Coaching
- Change Management Support
- Team Leadership Without Formal Authority
- Mission-Driven Public Service
- Strong Sense of Duty and Accountability
- Organizational Loyalty and Integrity
- Community-Focused Service Delivery
- Critical Thinking and Problem Solving
- Adaptability in High-Volume Environments
- Attention to Detail and Accuracy
- Professional Communication Skills
- Stakeholder Relationship Management
- Results-Oriented Decision Making
Affiliations
- Volunteer Teaching Teenage Theology at St. Ann Catholic Church
- Volunteer Technology Consultant for Cornerstone Services LLC
References
Grace Castillo
Dispatch Manager
Phone: 206-851-2353
Dr. MJ Holt
President Cornerstone Services LLC
Phone: 210-422-0189
mholt@cornerstonsvcs.net
Jared Lombrano
HHSC Lead
210-684-0044
jlombrano@gmail.com
Phone: 843-812-7025
Timeline
Eligibility Operations for Texas HHSC
Texas Health and Human Service Commission
01.2021 - 09.2026
Dispatch Operations Manager
Crane Freight
02.2020 - 04.2021
Broker Service Representative
DLS Worldwide
07.2018 - 02.2020
Night Dispatcher
JTM Transport Inc.
07.2016 - 06.2018
Bachelor of Arts - Music Technology
London Music School of Arts