Crystal Pena
Murfreesboro,TN
Summary
Supportive Eligibility Specialist with extensive application engagement and dedicated service skills. Bilingual professional with skill to maintain accurate records, schedule appointments and handle various administrative responsibilities.
Overview
17
17
years of professional experience
Work History
Eligibility Assistant
Department Of Human Services
01.2017 - Current
- Improved applicant eligibility accuracy by meticulously reviewing and verifying documentation for various assistance programs.
- Streamlined application processes for clients, ensuring timely completion of necessary paperwork and submission of supporting documents.
- Enhanced team productivity by cross-training in multiple program areas and providing backup support as needed.
- Ensured compliance with federal and state regulations by staying up-to-date on policy changes and implementing new procedures accordingly.
- Provided excellent customer service to a diverse client base, addressing concerns and answering inquiries with professionalism and empathy.
- Assisted caseworkers in managing high-volume caseloads, effectively prioritizing tasks to meet deadlines and maintain efficient workflow.
- Increased client satisfaction by promptly responding to phone calls, emails, and in-person inquiries regarding application status or other concerns.
- Conducted comprehensive interviews with applicants to gather pertinent information for determining program eligibility.
- Maintained detailed records of client interactions, inputting accurate data into case management software systems for future reference.
- Provided ongoing support to newly-hired Eligibility Assistants through mentorship, training sessions, and sharing best practices from personal experience.
- Demonstrated adaptability and flexibility in managing fluctuating caseloads, program changes, and shifting priorities as needed.
- Assisted clients with accurate eligibility form, application and document completion.
- Processed and certified documents for accuracy and compliance with government regulations.
- Communicated with people from various cultures and backgrounds on application process.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Interviewed applicants and explained scope of different available benefits.
- Trained staff on current eligibility requirements and policies.
- Reduced processing errors by maintaining thorough knowledge of program eligibility requirements and diligently double-checking all application materials.
- Helped clients navigate through difficult circumstances by connecting them with appropriate community resources and services when applicable.
Merchandiser
TARGET
11.2015 - 02.2017
- Boosted sales by implementing effective merchandising strategies and visually appealing displays.
- Enhanced customer satisfaction by providing product knowledge and recommending suitable items based on individual needs.
- Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
- Collaborated with store management to develop promotional plans and execute timely merchandise resets.
- Increased brand visibility by designing eye-catching window displays that highlighted new products and seasonal trends.
- Trained new team members in merchandising best practices, ensuring a cohesive approach across the store.
- Reduced out-of-stock instances by conducting regular audits, adjusting inventory counts, and communicating discrepancies to management.
- Maximized floor space utilization by rearranging fixtures according to changing business needs and customer traffic patterns.
- Improved overall store appearance by performing routine maintenance tasks such as cleaning shelves, updating signage, and reporting damaged fixtures for repair or replacement.
Assistant Head Cashier
Home Depot
08.2012 - 06.2015
- Enhanced customer satisfaction by efficiently processing transactions and addressing customer inquiries.
- Streamlined cashier operations, resulting in reduced wait times for customers.
- Mentored new cashiers to ensure a smooth onboarding process and excellent performance standards.
- Maintained a clean and organized work area, promoting a positive atmosphere for both employees and customers.
- Assisted head cashier with scheduling responsibilities, optimizing staff coverage during peak business hours.
- Managed high-volume rushes effectively while maintaining a professional demeanor under pressure.
- Supported other departments as needed during busy periods, demonstrating flexibility and adaptability in various roles.
- Counted cash drawers before and after shifts to verify accuracy and report discrepancies.
- Trained new cashier team members in customer service and money handling processes.
- Worked with other associates to support cashiers and management needs.
- Cleaned and sanitized cashier workstation and scanning area.
- Removed trash, swept, and mopped floors for professional appearance.
- Replenished shelves regularly to meet customer demand and maximise sales.
HR Assistant
PRUDENT HEALTH CARE SERVICES, INC
05.2012 - 08.2012
- Improved employee satisfaction by streamlining HR processes and implementing efficient systems.
- Enhanced communication within the organization by managing internal newsletters and announcements.
- Assisted in talent acquisition by conducting comprehensive job analyses and creating accurate job descriptions.
- Provided support for employee performance evaluations, ensuring timely completion and proper documentation.
- Documented human resources records and maintained confidentiality of sensitive personal information.
Senior Caregiver
PRUDENT HEALTH SERVICES, INC
05.2012 - 08.2012
- Enhanced patient comfort by providing compassionate and attentive care.
- Improved patient health outcomes through diligent monitoring and timely intervention.
- Assisted patients with daily living activities, ensuring their safety and wellbeing.
- Developed strong rapport with patients and families, fostering trust and open communication.
- Administered medications as prescribed by physicians, ensuring proper dosage and adherence to medication schedules.
- Assisted in maintaining a clean and safe environment for patients, completing housekeeping tasks as needed.
- Supported mobility needs of patients by assisting with transfers, ambulation, and positioning techniques.
- Ensured timely reporting of changes in patient condition to supervising nurses or physicians for immediate intervention.
- Maintained accurate documentation of patient care activities for regulatory compliance purposes.
- Provided safe mobility support to help patients move around personal and public spaces.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Documented daily activities and changes in client condition to enable tracking history and maintain accurate records.
OWNER
2009 CRYSTAL GROCERY CORP.
05.2007 - 03.2012
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Managed day-to-day business operations.
- Put together realistic budgets based upon costs and fees for successfully operating business.
Education
High School Diploma -
SANFORD HIGH SCHOOL
06.2005
Skills
- Computer proficiency
- Resourcefulness
- Strong communication
- Problem-solving abilities
- Microsoft Office
- Appointment Scheduling
- Interviewing
- Data Entry
- Documentation and Reporting
- Application Review
- Professionalism
- Confidentiality
- Policy knowledge
- Research capabilities
- Time management
Timeline
Eligibility Assistant
Department Of Human Services
01.2017 - Current
Merchandiser
TARGET
11.2015 - 02.2017
Assistant Head Cashier
Home Depot
08.2012 - 06.2015
HR Assistant
PRUDENT HEALTH CARE SERVICES, INC
05.2012 - 08.2012
Senior Caregiver
PRUDENT HEALTH SERVICES, INC
05.2012 - 08.2012
OWNER
2009 CRYSTAL GROCERY CORP.
05.2007 - 03.2012
High School Diploma -
SANFORD HIGH SCHOOL
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