Carol-Lyn Pounds
Santa Rosa,CA
Summary
Caring and committed social service professional with excellent communication, multitasking, and problem-solving abilities, focused on improving the lives of individuals and communities. Extensive experience working with low-income clients, older adults, and individuals with disabilities, providing personalized support that honors cultural differences. Strong ability to lead client interviews, ensuring they are connected to the public assistance programs that best meet their needs. Skilled at staying composed and professional in high-pressure situations. Strong public speaking and presentation skills, with a demonstrated ability to connect with diverse audiences. Proficient in Microsoft Office, data entry, and maintaining detailed, accurate records.
Overview
18
18
years of professional experience
Work History
Eligibility Specialist I/II
County of Sonoma, Human Services Department
10.2021 - Current
- Conducting interviews and gathering pertinent information to determine their eligibility for social programs while showing empathy and compassion for clients who are low income and may be aged, or disabled.
- Identifying and connecting clients with additional Sonoma County resources.
- Assisted clients with completion of applications and paperwork.
- Ability to manage a heavy caseload in a busy call center efficiently.
- Effectively communicating the details of the program including eligibility criteria, benefit amounts, the renewal process and client responsibility to report and when.
Qualifying Mortgage Banker
Magnolia Bank
07.2018 - 09.2021
- Took inbound calls and determined eligibility for customers to refinance their mortgages.
- Explained different types of loans pertaining to client situations and explaining the refinance process.
- Assisted the customers in gathering documents to put in their loan files.
Multi-Store Manager
NC Unlimited/Cricket Wireless
07.2017 - 07.2018
- Managed two store fronts, spreading time between the two depending on stores' individual needs.
- Recruited, hired, and trained new employees; coached staff to improve sales techniques and customer relations; when necessary, disciplined and terminated employees.
- Created and presented store meetings monthly to staff.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Handled all customer escalations .
Retail Sales Manager
Metro PCS
07.2007 - 02.2017
- De-escalated angry customers with kindness and compassion.
- Created and conducted store meetings for the staff, created presentations teaching new sales techniques and explaining new products.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Facilitated high volumes of cash, credit, and gift card transactions, verifying cash drawer balance at end of each shift.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Education
Studied - Psychology
Santa Rosa Junior College
Santa Rosa, CASkills
- Strong interpersonal skills with clear compassion and empathy
- Ability to handle high stress situations and upset customers with grace and solution based mindset
- Creating and delivering presentations
- Strong interview techniques and the ability to control the conversation
- Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
- Deep understanding of eligibility and ability to explain complex policies
- 10 years of experience working with low income, aged and disabled multicultural communities
- Strong working knowledge of public assistance programs and their guidelines
Timeline
Eligibility Specialist I/II
County of Sonoma, Human Services Department
10.2021 - Current
Qualifying Mortgage Banker
Magnolia Bank
07.2018 - 09.2021
Multi-Store Manager
NC Unlimited/Cricket Wireless
07.2017 - 07.2018
Retail Sales Manager
Metro PCS
07.2007 - 02.2017
Studied - Psychology
Santa Rosa Junior College
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