Candice Mertz
Sheboygan,WI
Summary
Experienced professional with a strong background in client-focused roles. Adept at assessing and addressing needs with empathy and precision. Proven ability to effectively manage high-pressure situations, adapt quickly to new technologies, and deliver comprehensive support. Committed to enhancing service delivery and ensuring adherence to best practices in a trauma-informed care environment.
Overview
8
8
years of professional experience
Work History
Economic Support Specialist
Sheboygan County
02.2022 - Current
- Determine eligibility for public assistance programs, process applications, and conduct in-person and telephone interviews
- Work in a fast-paced call center environment, applying State and Federal policies to ensure accurate benefit determinations and compliance
- Provide referrals to other community resources.
Administrative Specialist
Sheboygan County
04.2020 - 01.2022
- Initiated outbound calls to guide customers through the WHEAP application process
- Efficiently organized and processed returned paperwork and mail-in applications, maintaining accurate records
- Collaborated with various utility companies to deliver crucial assistance to customers, helping them prevent or address service disconnections.
Pharmacy Technician
CVS Pharmacy
03.2019 - 04.2020
- Managed patient prescriptions by accurately filling orders and processing insurance claims
- Proactively made outbound calls to support patients with prescription refills and maintenance, ensuring seamless communication
- Handled payment transactions and provided exceptional customer service.
Call Center Representative
HSA Bank
08.2016 - 01.2018
- Efficiently managed customer inquiries and requests regarding their accounts through phone and chat
- Proactively made outbound calls to address and resolve account issues, such as incorrect or incomplete forms, ensuring prompt and accurate solutions
- Delivered exceptional service and maintained high customer satisfaction.
Education
Bachelor of Science - Psychology
University of Wisconsin - Milwaukee
Milwaukee, WI05.2020
Associate of Arts - Hospitality Administration And Management
Lakeshore Technical College
Cleveland, WI05.2010
Skills
- Skilled in assessing and addressing client needs with empathy
- Strong interpersonal abilities for effective collaboration
- Quick to adapt to new software and technology
- Highly organized with attention to detail
- Composed and effective in high-pressure situations
- Proficient in delivering comprehensive client support
Timeline
Economic Support Specialist
Sheboygan County
02.2022 - Current
Administrative Specialist
Sheboygan County
04.2020 - 01.2022
Pharmacy Technician
CVS Pharmacy
03.2019 - 04.2020
Call Center Representative
HSA Bank
08.2016 - 01.2018
Bachelor of Science - Psychology
University of Wisconsin - Milwaukee
Associate of Arts - Hospitality Administration And Management
Lakeshore Technical College
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