Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

CRYSTAL BURROW

King,NC

Summary

Compassionate IMC motivated to positively impact program operations and participant success with diligent support. Well-trained in CUSTOMER SERVICE with dedication to continuously enhancing strategies and optimizing assistance. Highly organized and hardworking with strong attention to detail. Demonstrative Eligibility Specialist proudly offering over 2 years' experience assisting others with enrollment and program services. Polished professional known for interactions that are fair, compassionate and respectful. Promoting issue resolution expertise in fast-paced environments. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

1
1
Certification

Work History

Income Maintenance Caseworker

STOKES COUNTY DSS
DANBURY , NC
10/01/20 - Current
  • Provided information to clients regarding available services and resources.
  • Aided clients in identifying and removing barriers to financial self-sufficiency.
  • Assisted clients in completing necessary paperwork for obtaining benefits.
  • Participated in trainings and workshops related to income maintenance caseworker duties.
  • Participated in and successfully completed on-the-job training.
  • Investigated fraud or abuse in cases related to public assistance programs.
  • Answered questions and responded to inquiries to deliver high level of service to patients.
  • Responded timely to inquiries from clients regarding their benefits status.
  • Conducted interviews with applicants, explaining benefits process and which programs were available.
  • Explained eligibility details and affordability options to patients with kindness and respect.
  • Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
  • Performed data entry into computer systems for tracking client information.
  • Analyzed public assistance applications and determined eligibility for benefits.
  • Interpreted policies, laws, and regulations relevant to assigned caseloads.
  • Reviewed and evaluated client applications for eligibility of public assistance programs.
  • Planned and organized 50 caseloads to ensure timely eligibility determinations weekly.
  • Maintained positive working relationship with fellow staff and management.
  • Maintained accurate records of case notes and progress reports.
  • Completed day-to-day duties accurately and efficiently.
  • Leveraged NC FAST skills to input and compile data gathered from various sources.
  • Answered 65 calls per shift to assist with customer questions and concerns.
  • Planned and completed group projects, working smoothly with others.
  • Maintained schedule of class assignments to meet deadlines.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Collaborated with others to discuss new opportunities.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Exceeded customer satisfaction by finding creative solutions to problems.

Customer Service Manager/DSD Receiver

FOODLION
Walnut Cove, NC
05/01/01 - 08/05/16
  • Reviewed accounts for payments received or approved credit arrangements.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Completed day-to-day duties accurately and efficiently.
  • Organized stockroom shelves according to item size, type, style, or product code.
  • Prepared documentation to track and report on damaged or missing items.
  • Communicated with carrier representatives to follow specific procedures and make special delivery arrangements.
  • Tracked inventory levels, handling aspects of shipping and receiving and kept accurate records.
  • Inspected incoming merchandise for quality assurance, quantity accuracy, and adherence to customer specifications.
  • Maintained cleanliness of warehouse receiving area.
  • Checked in products from each DSD vendor, verifying correct quantities of specified items.
  • Interacted with customers to provide excellent service when necessary during receiving process.
  • Monitored merchandise received and shipped from facility in computer system.
  • Identified damaged goods received and processed and completed documentation according to defined processes.
  • Communicated with vendors regarding any damaged goods or shortages in orders received.
  • Traced missing material and shipments through vendor and customer communications.
  • Identified order discrepancies and damaged items and notified supervisor.
  • Received product deliveries and supplies from distribution centers and other suppliers.
  • Identified needs of customers promptly and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Receptionist

Animal Hospital of Walnut Cove
Walnut Cove, NC
08/15/16 - 09/21/20
  • Updated and recorded customer or client information to maintain accounts.
  • Served visitors by greeting, welcoming and directing to appropriate personnel.
  • Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
  • Greeted customers, answered general questions and directed to appropriate locations.
  • Maintained an organized filing system of confidential client information in accordance with company policy.
  • Scheduled and confirmed appointments and meetings for management team.
  • Supplied callers with office address and directions, employee email addresses and phone extensions.
  • Scheduled appointments for clients, customers, and other visitors.
  • Updated daily log book with information about visitors entering the premises.
  • Maintained daily calendars, set appointments with clients and planned daily office events.
  • Scheduled and confirmed appointments.
  • Greeted visitors entering establishment to determine nature and purpose of visit.
  • Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
  • Maintained a neat reception area by organizing materials and tidying up furniture.
  • Monitored reception area to provide consistently safe, hazard-free environment for customers.
  • Answered and directed incoming calls using multi-line telephone system.
  • Performed data entry tasks into various computer systems accurately and promptly.
  • Greeted and directed visitors to appropriate personnel and answered average of 100 PLUS calls and emails daily.1
  • Greeted and directed visitors to appropriate personnel and answered average of 100 calls and emails daily.
  • Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
  • Processed payments and updated accounts to reflect balance changes.
  • Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
  • Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Understood and followed oral and written directions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Answered 100 calls per shift to assist with customer questions and concerns.

Education

High School Diploma -

North Stokes High School
Danbury, NC
06-1998

Some College (No Degree) - Medical Office

Forsyth Technical Community College
Winston-salem, NC

Skills

  • Interviewing Techniques
  • Cultural Sensitivity
  • Verbal and Written Communication

Certification

  • STATE OF NORTH CAROLINA NOTARY

References

References available upon request.

Timeline

Income Maintenance Caseworker

STOKES COUNTY DSS
10/01/20 - Current

Customer Service Manager/DSD Receiver

FOODLION
05/01/01 - 08/05/16

Receptionist

Animal Hospital of Walnut Cove
08/15/16 - 09/21/20

High School Diploma -

North Stokes High School

Some College (No Degree) - Medical Office

Forsyth Technical Community College

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