Christina Leach
Lexington,NC
Summary
Dedicated Customer Service professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Sales Operations Coordinator
Amplifi
Greensboro, North Carolina
03.2021 - Current
- Collaborated with sales team to qualify potential leads through discussion of product and service needs, laying groundwork for selection of powerful combinations of product and service offerings.
- Worked closely with sales management to inspect sales process quality and prioritize opportunities for improvement.
- Gathered financial information, prepared documents, and closed books.
- Completed daily cash functions like account tracking, payroll and wage allocations, budgeting, donating and cash and banking reconciliations.
Client Care Coordinator
Home Instead Senior Care
Lexington, NC
11.2018 - 12.2020
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Supported patient care excellence via planning and interpretation of programs.
- Updated policies and procedures, leading continuous improvement of resident assessments and care.
- Completed resident assessments in accordance with current regulations and guidelines.
- Enhanced application of nursing and medical practices in alignment with laws and regulations.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Provided information and referrals to community partners and other treatment providers.
- Answered customer questions via telephone, email and live chat services.
- Interacted with team members across departments to research and resolve customer issues.
- Verified basic needs are being met, providing navigation assistance for various benefits and available services.
- Managed 10-20 inquiries per week.
- Converted more than 75% of inquiries to in-home consultations which resulted in 90% success rate of securing services.
Legal Assistant
Citrin & Whitman,P.A
Thomasville, NC
03.2016 - 11.2018
- Handled office scheduling and made notes for deadlines, motions, and other important dates.
- Filed court documents and legal pleadings with the court clerk on behalf of attorneys.
- Scheduled appointments, court appearances, and depositions for busy law firm.
- Worked alongside attorneys, administrative assistants, and fellow legal assistants on complex cases and legal processes.
- Managed accounts and client records of clients, observing confidentiality and extreme discretion.
- Maintained complex files for short sales, foreclosures, and traditional real estate transactions.
- Assessed real and personal property inventory for estate planning.
- Assisted in the close of 10-20 real estate closings weekly.
Medicaid Eligibility Specialist
Davidson County Department Of Social Services
Lexington, NC
05.2015 - 03.2016
- Communicated with people from various cultures and backgrounds on application process.
- Documented all communication with applicants and inputted information into system using NCFAST.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Inputted all gathered information and researched data on applicants into computer system using NCFAST.
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
- Completed 20-30 Medicaid reviews per week.
CHILD SUPPORT AGENT II
Davidson County Social Services
Thomasville, NC
04.2012 - 05.2015
- Monitored cases for support order compliance and made adjustments.
- Performed case management tasks to enforce court-ordered child support obligations.
- Interviewed involved parties to confirm facts, verify data and locate persons and financial assets.
- Explained policies, procedures and instructions to parents.
- Calculated child support obligations and debts to initiate collection actions.
- Researched legal, financial and other records to obtain data needed to secure and enforce child support cases.
- Worked in collaboration with local, state and federal departments to obtain documentary evidence and other sensitive information.
- Provided genetic testing to determine paternity needs.
- Evaluated income and expense data of non-custodial parents to determine support capability.
- Executed collection calls and written or in-person interactions to solicit child support payments on overdue accounts.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Collected past due child support and maintained a successful collections rate of 65%-75% monthly.
- Completed 15 child support reviews per month to ensure support amounts remained adequate to ensure case needs were being met.
INCOME MAINTENANCE CASEWORKER II
Davidson County Department Of Social Services
Thomasville, NC
09.2008 - 04.2012
- Gathered information via telephone, mail or in person from clients applying for assistance.
- Operated computer and imaging equipment to retrieve and enter data into electronic case records.
- Determined if applicants met eligibility for public assistance programs.
- Made referrals to appropriate services.
- Communicated with people from various cultures and backgrounds on application process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Interviewed and determined benefit eligibility for approximately 50 individuals per month.
- Completed approximately 125 Medicaid and Food Assistance reviews each month.
CHILD SUPPORT CUSTOMER SUPPORT SPECIALIST
Davidson County Social Services
Thomasville, NC
07.2006 - 09.2008
- Interviewed involved parties to confirm facts, verify data and locate persons and financial assets.
- Explained policies, procedures and instructions to parents.
- Researched legal, financial and other records to obtain data needed to secure and enforce child support cases.
- Worked in collaboration with local, state and federal departments to obtain documentary evidence and other sensitive information.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Documented data and completed accurate updates to case records.
- Interviewed individuals and families to assess needs and provide informational resources.
Education
Associate of Science - General Education
DAVIDSON COUNTY COMMUNITY COLLEGE
Thomasville05.2006
Skills
- Client Satisfaction
- Service Delivery
- Client Care
- Program Requirements
- Administrative Support
- Medicare and Medicaid Eligibility
- MS Office Proficiency
- Customer Service
- Sales Expertise
- Complaint Resolution
- Inbound And Outbound Calling
- Report Preparation
- Accounts Payable and Accounts Receivable
- Information Updates
- Operational Efficiency
Certification
- CNP - Certified Notary Public
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Timeline
Sales Operations Coordinator
Amplifi
03.2021 - Current
Client Care Coordinator
Home Instead Senior Care
11.2018 - 12.2020
Legal Assistant
Citrin & Whitman,P.A
03.2016 - 11.2018
Medicaid Eligibility Specialist
Davidson County Department Of Social Services
05.2015 - 03.2016
CHILD SUPPORT AGENT II
Davidson County Social Services
04.2012 - 05.2015
INCOME MAINTENANCE CASEWORKER II
Davidson County Department Of Social Services
09.2008 - 04.2012
CHILD SUPPORT CUSTOMER SUPPORT SPECIALIST
Davidson County Social Services
07.2006 - 09.2008
Associate of Science - General Education
DAVIDSON COUNTY COMMUNITY COLLEGE
- CNP - Certified Notary Public
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