Chelsea Usher
Atlanta,GEORGIA
Summary
Dynamic Economic Support Specialist with a proven track record at DHS, enhancing service delivery for low-income populations. Expert in case management and problem-solving, successfully reducing errors in benefit calculations. Adept at fostering teamwork and collaboration, ensuring clients achieve self-sufficiency and employment retention. Committed to delivering exceptional results in high-pressure environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Economic Support Specialist
DHS
Atlanta, GA
02.2023 - Current
- Contributed to policy development efforts by participating in workgroups focused on improving service delivery strategies for low-income populations.
- Enhanced economic support services by analyzing clients'' financial needs and recommending tailored assistance programs.
- Delivered exceptional results in meeting program goals related to self-sufficiency, employment placement, and retention for clients served.
- Demonstrated adaptability in handling high caseloads during peak periods without compromising quality or timeliness of services provided to clients.
- Boosted team morale by fostering a supportive work environment that encouraged collaboration among Economic Support Specialists.
- Looked for signs of fraud and reported cases to fraud coordinator and investigators.
- Reduced errors in benefit calculations by applying advanced knowledge of federal, state, and local policies and regulations.
Notary Signing Agent
Self Employed
Atlanta, GA
07.2020 - Current
- Reduced errors in document processing by meticulously reviewing each document prior to obtaining signatures from parties involved.
- Enhanced client satisfaction by efficiently managing loan signing appointments and providing clear explanations of documents.
- Collaborated with real estate professionals, attorneys, and title companies to ensure a smooth transaction process for all parties involved.
- Ensured timely completion of signings by effectively coordinating schedules with clients, title companies, and lenders.
Personal Caregiver
Self Employed Services
Atlanta, GA
05.2019 - 06.2023
- Maintained clean, safe, and well-organized patient environment.
- Provided assistance in daily living activities by dressing, grooming, bathing, administering prescribed medication, doctor visits, and toileting patients.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Ensured client safety by closely monitoring their health conditions and promptly addressing any concerns or emergencies.
Customer Service Representative
Verida Inc
Villa Rica, GA
06.2022 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or escalations.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company
- Confirming if a caller qualifies for non-emergency medical transportation (NEMT) services based on program guidelines.
- Booked transportation appointments for members according to their needs and availability.
- Determined the appropriate transportation type (e.g., wheelchair accessible van, standard car) based on medical necessity.
- Worked with members and healthcare providers to address unique needs language barriers and types of NEMT to use
- Answering incoming calls promptly, listening attentively to customer concerns, and providing accurate information
- Maintain and adhere to HIPAA guidelines
Customer Service Representative
Concentrix
Atlanta, GA
05.2020 - 01.2022
- Received inbound customer calls related to credit and accounts receivable.
- Collaborated closely with other departments like Collections or Fraud Prevention teams for seamless communication and better case management.
- Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Processed recurring automated payments and credit card payments.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Managed high volumes of daily calls while maintaining a professional demeanor under pressure.
Assistant Teacher
Each One Teach One Homeschool Collective
Fairburn, GA
09.2018 - 05.2021
- Supported student physical, mental, and social development using classroom games and activities.
- Supervised recess, lunch and daily student intake and dismissal.
- Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
- Completed daily reports, meal count sheets, and attendance logs.
- Assisted with transportation to various field trips.
Education
Associate Applied Science - Medical Assisting
Westwood College
Midtown Atlanta, GABachelor Of Business Administration - Healthcare Administration
American InterContinental University
Atlanta, GA07.2019
Skills
- Customer service and assistance
- International economics
- Caseload management
- Application processing
- Report writing
- Case management
- Cost-benefit analysis
- Teamwork
- Time management
- Attention to detail
- Problem-solving abilities
- Disability services
- First aid certification
- Time management abilities
- Community outreach
- Administration and management
- Human Resources
- Microsoft Office
- Saas Software Navigation
- Medical Terminology
Certification
CPR certified
RMA Certification
Timeline
Economic Support Specialist
DHS
02.2023 - Current
Customer Service Representative
Verida Inc
06.2022 - 01.2023
Notary Signing Agent
Self Employed
07.2020 - Current
Customer Service Representative
Concentrix
05.2020 - 01.2022
Personal Caregiver
Self Employed Services
05.2019 - 06.2023
Assistant Teacher
Each One Teach One Homeschool Collective
09.2018 - 05.2021
Associate Applied Science - Medical Assisting
Westwood College
Bachelor Of Business Administration - Healthcare Administration
American InterContinental University