Danza Robinson
Kent,OH
Summary
Over 20 years' experience providing professional customer care in the financial and correctional services industries through call center operations and person to person contact, in addition to supplying employers with administrative support utilizing Microsoft Office and various office equipment. Client-centered Eligibility Specialist with a career spent accurately managing records, handling appointment scheduling and overseeing other administrative tasks in fast-paced settings. Bilingual individual committed to engaging others and delivering exceptional service. Ready to tackle new challenges in an office-based environment.
Overview
6
6
years of professional experience
Work History
Recertification Specialist
Akron Metropolitan Housing Authority
Akron, Ohio
09.2023 - Current
- Reviewed recertification applications to ensure compliance with relevant regulations and policies.
- Conducted audits of client records to verify accuracy of information provided in their recertification applications.
- Assisted applicants with the completion of their recertification forms and documents.
- Monitored progress of recertification process to ensure timely submission of all required documents.
- Verified accuracy and completeness of submitted recertification packages prior to processing.
- Maintained detailed records and logs related to the recertification process.
- Conducted on-site visits as needed to verify information provided by applicants seeking recertification.
- Collaborated with other departments within the organization to resolve issues related to application approvals or denials.
- Performed quality assurance reviews on completed certifications and recertifications prior to final approval.
Rental Assistance Quality Assurance Specialist
Staffing Solutions Enterprises, INC
Akron, Ohio
04.2022 - 12.2022
- Verifies eligibility of clients based on source funding guidelines
- Reviews all rental assistance applications for completeness and accuracy
- Work closely with clients and processors to verify that all information in the household's application is complete and adheres to program guidelines
- Ensures absolute confidentiality with respect to all information regarding families served by program.
Customer Service Trainer
Ohio Department of Jobs and Family Services
Akron, Ohio
02.2021 - 04.2021
- Trained New Hires in TEAMS environment on the State of Ohio Unemployment Claims Call Flow, Navigation, role playing
- Provided training on how to use the equipment and the proper scripts to use
- Instructed staff on how to roll through calls and use their telephone and computer equipment
- Develop and maintain fluency with new and existing applications and operational workflows
- Create, administer, and document basic skills assessments and competency exams.
Back Office Representative
Genesis Financial Solutions
Fairlawn, Ohio
02.2019 - 01.2020
- Actively researched disputed credit bureau inquiries from customers to verify accuracy of debt, by providing sufficient documentation
- Documentation not limited to the application with customers signature, credit card statements sent the customers, and phone contact made with the customer as well a payment history on the account to prove that the account was indeed the card holder's account
- Verified the account was reported to the 3 major credit bureaus and if there was an inaccuracy submitted a correction on behalf of the customer.
Customer Service Representative/Quality Assurance
Signet Jewelers
Fairlawn, Ohio
07.2018 - 02.2019
- Answering incoming calls assisting guests with processing orders, order status, merchandise selections and tracking via UPS and the United Postal Service
- Navigating multiple systems simultaneously and adhering to average call handle time and call metrics for quality
- Submitting emails to ECOMM and Case Specialist for investigations as well.
Education
Diploma -
Cleveland Heights High School
Some College (No Degree) - Sociology
Cleveland State University
ClevelandSkills
- Application review
- Reference verification
- Conflict resolution
- Attention to detail
- Problem solving
- Microsoft Office
- Deadline Management
- Policy Interpretation
- Documentation Review
- Documentation and paperwork
- Organizational Skills
- Relationship Building
- Telephone Etiquette
- Eligibility Determination
- Problem-solving abilities
- Application Review
Military Service
United States Air Force Reserve, E-3, Medical Squadron
Timeline
Recertification Specialist
Akron Metropolitan Housing Authority
09.2023 - Current
Rental Assistance Quality Assurance Specialist
Staffing Solutions Enterprises, INC
04.2022 - 12.2022
Customer Service Trainer
Ohio Department of Jobs and Family Services
02.2021 - 04.2021
Back Office Representative
Genesis Financial Solutions
02.2019 - 01.2020
Customer Service Representative/Quality Assurance
Signet Jewelers
07.2018 - 02.2019
Diploma -
Cleveland Heights High School
Some College (No Degree) - Sociology
Cleveland State University
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