Carlos Caamano III
Fort Worth
Summary
Dedicated Texas Works Advisor experienced with providing excellent guidance and service to clients as interviewing to establish qualification for needed support. Utilizing analytical skills and investigative techniques to clear discrepant information and confirm eligibility status. Striving for quality in every case every time with multiple quality assessments returned with no or minimal errors.
Overview
7
7
years of professional experience
Work History
Texas Works Advisor II
TX Health and Human Services Commission
Fort Worth, TX
03.2024 - Current
- Interview applicants and recipients in person or by inbound or outbound telephone calls to obtain pertinent financial and personal information to determine financial eligibility for public assistance programs.
- Evaluate data from various electronic and other sources to enter information into a computer-based eligibility system.
- Compute and authorize benefits based on eligibility determination.
- Process work in accordance with state and federal regulations and established procedures, guidelines, and timeframes.
- Perform other duties, as assigned.
Customer Service Representative
Texas Workforce Commission
Fort Worth, TX
04.2023 - 03.2024
- Process UI claims over the phone and data entering information into benefit system and databases.
- Respond to and resolve routine UI inquiries received through inbound calls, and online callback forms.
- Ensure a positive and exemplary experience with all customers-Provide accurate, valid, and complete information to customers using the right methods and tools.
- Calm upset or emotional customers by providing a composed and professional demeanor. Identifying and escalating priority issues for resolution.
- Document all customer contacts and accurately processing documents or pending issues.
- Gather facts and issuing eligibility determinations.
- Provide information on UI claim provisions, rules, policies, processes, and requirements to claimants and employers.
- Research information in benefit system to address customer inquiries or issues.
- Provide information about the appeal process to claimants or employers, as applicable.
- Remain flexible and assisting with additional tasks as needed for the success of the department and division.
Scheduler/Supervisor
Captel Service Specialists
Arlington, TX
07.2019 - 09.2022
- Managed busy phone line handling over 35 calls per shift.
- Used software to make real time changes to employee schedules as needed.
- Implemented great sense of attention to detail to minimize mistakes and prevent major issues with schedules.
- Determined through forecasting programs eligibility for time off and approving or denying employee requests as needed to maintain adequate coverage.
- Regular use of Microsoft Office programs every day especially Outlook.
- Answered daily emails from employees and other departments in professional and concise manner.
- Prioritized importance of tasks through independent thinking and previous experience.
- Improved relations with Scheduling Department with employees and other departments with proven customer service techniques.
Education
High School Diploma -
Abilene High School
Abilene, TX05-2000
No Degree - Microbiology
University of Texas At Austin
Austin, TXNo Degree - Accounting
Richland College
Dallas, TXSkills
- Excellent Customer Service/Communication
- Task prioritization
- Progress reporting
- Decision-making
- Data interpretation
- Multitasking
- Complex Problem-Solving
- Investigation
- Attention To Detail
- Quality
- Analytical thinking
Languages
Spanish
Full Professional
Timeline
Texas Works Advisor II
TX Health and Human Services Commission
03.2024 - Current
Customer Service Representative
Texas Workforce Commission
04.2023 - 03.2024
Scheduler/Supervisor
Captel Service Specialists
07.2019 - 09.2022
High School Diploma -
Abilene High School
No Degree - Microbiology
University of Texas At Austin
No Degree - Accounting
Richland College