CAROL FLAKES
Moreno Valley,CA
Summary
Brings proven track record of success in determining eligibility and resolving complex cases. Works professionally with clients to develop and implement successful strategies for maximizing services and benefits. Skilled in problem-solving and identifying solutions meeting clients' needs.
Overview
17
17
years of professional experience
Work History
Eligibility Technician
Riverside County Department of Public Social Services
Riverside, CA
08.2022 - Current
- Initially participate in Eligibility Technician Induction Training consisting of formalized class training and on-job training, which would give instruction to learn typical duties performed by journey level classes.
- Interview applicants for, and recipients of one or more aid categories, to assist them in completion and clarification of application and declaration forms upon which eligibility decisions are based; conduct such interviews in Department of Public Social Services, by phone, or in private homes, hospitals, nursing homes, and other locations outside of Department; obtain pertinent information concerning such items as income, property, other financial resources, and financial obligations/debts from applicants and recipients; obtain additional information to resolve discrepancies in applications and declarations by telephone, correspondence, or personal interviews
- Determine eligibility in accordance with established procedures; dictate or record information for case records
- Interpret program regulations and other pertinent material to applicants, recipients, and general public.
- Maintain and focus on meeting needs of internal and external customers; develop and maintain effective relationships with others; relate well to people from varied backgrounds and in different situations; show understanding, courtesy, tact, empathy, concern, and politeness.
- Obtain necessary information during phone and in-person interviews by establishing rapport, explaining purpose of interview, responding to customer concerns/questions, and/or asking appropriate follow-up questions.
- Write information, using accurate grammar, in a manner that is clear, well-organized, and follows logical progression to ensure writing is tailored to intended audience or purpose.
- Use external systems, applications, search engines, and databases, including web browsers and web-based information systems to conduct research in order to determine and/or verify eligibility.
- Compute amount of grant authorized and perform other similar required computations.
- Prepare and maintain other documents associated with eligibility determining process.
- On basis of observation, or of needs expressed by applicant orally or in specified locations on applications and declaration forms, refer all applicants and recipients who appear to need social services to designated social work staff members after completing appropriate referral forms.
Employee/ Eligibility Services Clerk
Riverside County Department of Public Social Services
Riverside, CA
10.2017 - 07.2022
- Transfer data from hard copy to databases.
- Organize and enter data pertinent to th task at hand
- Ability to shift from one task to another.
- Ability to maintain accuracy with data entry.
- Communicate with internal and external customers to answer questions, disseminate or explain information.
- Keep confidential and pertinent information to need-to-know basis.
- Job Specific Essentials:
- Review and sort emails received to FSS and HSP Admin mailbox, from thirteen (13) district county offices regarding both programs and place in correct corresponding email sub-folders.
- Input FSS/HSP customer information into FSS, HSP and Payments databases located in SharePoint.
- Input data and make changes to existing data figures in databases.
- Filter through FSS & HSP Database regularly to locate customers and cases that were not reported to admin mailboxes.
- Update customer’s information to correct status as needed.
- Maintain communication with FSS ESC’s regarding missing or needed information pertaining to FSS/HSP customers.
- Save necessary forms from emails for FSS/HSP program in G-Drive: START, VI-SPDAT
- Research information in CalSAWS, emails, imaging, various documents, spreadsheets, and other forms of communication to obtain needed information.
- Maintain and update VI-SPDAT Chart and send to Home Connect on weekly basis.
- Email Home Connect weekly with vacancies (HSP housing placements)
- Email Home Connect daily regarding HSP customers discontinuances.
- Create Pending list for district offices.
- Create Discontinuance list for district offices.
- Quality assurance checks in databases, looking for spaces/extra numbers, out of normal dates, etc., to ensure information in databases are accurate.
- Complete special projects, when required.
- Represents department and programs at meetings, conferences, and training events.
- Perform other duties as assigned by supervisor or management.
Office Assistant
Riverside County Registrar of Voters
Riverside, CA
09.2012 - 01.2016
- Provided general office and clerical assistance including reception, filing, copying, faxing.
- Answered multi-line phone screening calls and providing information to general public.
- Connected customers with appropriate resource.
- Managed supplies and inventory for unit
- Created and oversee staffing events.
- Proofread
- Received and processed mail and agency voter applications
- Maintained office files and folders
- Keyed data into computer databases
- Counted and sorted ballots
- Increased customer satisfaction by providing professional and courteous front desk support.
- Expedited document processing with accurate data entry and timely filing.
Cashier
K-Mart, Store
Riverside, CA
08.2010 - 01.2011
- Provided outstanding customer service to general public.
- Ensured customers had an excellent shopping experience.
- Answered customer questions and addressed concerns, collaborated with management when appropriate.
- Assisted with inventory management, replacing supplies, stocking and merchandising.
- Maintained clean and organized checkout area.
- Utilized P.A system to promote sales and advertise goods.
- Processed financial transactions including cash, credit, debit, checks, and gift cards.
- Balanced cashier drawer by reconciling receipts, counting cash from day’s transactions and comparing to daily sales figures.
- Assisted loss prevention by monitoring check out area for fraud, dishonesty and compliance of policies and procedures
- Responded to customer concerns and provided resolutions.
- Managed deposits and balanced accounts receivable checks
Courtesy Clerk
Stater Bros
Moreno Valley, CA
07.2007 - 06.2008
- Provided tailored customer service to diverse group of customers.
- Assisted customers to their vehicles and helped load their purchases.
- Aided customers in finding items
- Retrieved shopping carts and kept parking lot clean
- Stocked and replenished merchandise according to store merchandising layouts
- Maintained cleanliness and organization of store, including checkout desk and displays.
- Alerted customer to upcoming sales events and promotions
- Identified potential shoplifters and alerted management.
- Bagged customers’ grocery purchase
- Resolved customer concerns by providing resolutions
- Restocked unpurchased merchandise
- Secured price verifications for clerks
- Completed store opening and closing procedures.
- Maintained routine sweeping of sales floor.
Education
High School Diploma - General Education
Rancho Verde High School
6.2007
Skills
- Managing files, records and documents Customer service and relations
- Data entry and proofreading
- Receiving and distributing mail
- Ledgers, mailing lists and labels Maintaining and ordering supplies Handling financial transactions
- Sales of products and services
- COMPUTER SKILLS
- 10-key by touch
- 60 WPM
- Microsoft Office: Word, Excel, PowerPoint and Outlook
- Carol Flakes Resume continued
- California’s Statewide Automated Welfare System Consortium IV (C-IV)
- Microsoft Dynamics 365 Customer Relationship Management (CRM)
Timeline
Eligibility Technician
Riverside County Department of Public Social Services
08.2022 - Current
Employee/ Eligibility Services Clerk
Riverside County Department of Public Social Services
10.2017 - 07.2022
Office Assistant
Riverside County Registrar of Voters
09.2012 - 01.2016
Cashier
K-Mart, Store
08.2010 - 01.2011
Courtesy Clerk
Stater Bros
07.2007 - 06.2008
High School Diploma - General Education
Rancho Verde High School
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