Daphany Bonner
Albany
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Economic Support Specialist 1
Department of Human Services
06.2024 - Current
- Determines initial and ongoing eligibility for Family Medicaid, Aged, Blind, Disabled Medicaid, or Food Stamps.
- Processes applications, reviews, hearing request and/or changes using appropriate criteria and polices consistently; according to establish guidelines.
- Records and evaluates personal and financial data obtained from individuals.
- Register online applications, renewals, and process verification via Document System.
- Adheres to assigns daily work schedule, meets attendance standards as outlined in policy.
- Ability to answer a high volume of incoming calls from constituents inquiring about the Food Stamp, Medical Assistance, (PCK, P4HB, Family Medicaid, ABD) and TANF programs. - (Customer Contact Center Unit)
- Assists Limited English Proficiency and Sensory Impaired (LEPSI) by collaborating with the Language Line. - (Customer Contact Center Unit)
- Document all call information according to standard operating procedures.
- Keys in a high volume of data using standard office hardware and software.
- The capability of being flexible with work assignments and able to work in multiple queues.
- Provides professional, courteous, and helpful customer service to our internal and external customers.
Economic Support Specialist
Dover staffing
10.2021 - 06.2024
- Manage large call volumes
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Maintain records of customer interactions, process customer accounts
- Uses Microsoft Office Suite and/or standard applications typically used in a corporate office environment to perform daily work assignments
- Participate in staff meetings as required
- Coordinated application processes, ensuring compliance with regulations and guidelines.
- Provided training to new staff on policies and procedures for economic assistance.
Intake Specialist/Supervisory Specialist
Integra Business Alternatives
08.2020 - 01.2021
- First point of contact for clients
- Processed paperwork for new clients efficiently and in accordance with protocols
- Obtained pertinent information from new clients by asking them to complete surveys or interviewed clients courteously and professionally
- Answered and screened inquiry calls and emails from prospective clients
- Collected data to help with the admission process
- Alcohol screening for overnight stays and services
- Updated client files with complete accuracy
- Provided support to social service clients in navigating available resources.
- Collaborated with management on process enhancements, resulting in increased operational efficiency.
Recruiter/Coordinator
Integra Business Alternatives
06.2018 - 11.2019
- Processed and confirmed incoming employee applications
- Performed in person and phone interviews
- Conducted complete drug screens
- Processed I-9 forms, E-Verify forms and completed employee set-ups
- Achieved a 45% increase in attendance
- Implemented conflict resolution and problem solving strategies to ensure a safe work environment
- Monitored employee productivity and provided constructive feedback
- Processed payroll and provided reports of attendance for all departments
Parts Specialist
Industrial Manufacturing
04.2016 - 11.2017
- Responsible for managing inventory based on demand and cost targets
- Created inventory protocol that increased accuracy by 55%
- Maintained stock at a level that enabled internal servicing and repair departments to complete their work without delay
- Maintained and updated knowledge on all parts and products and designed all purchase orders to obtain required parts for vendors
- Collaborated with customers and vendors and maintained inventory for warehouses
- Monitored all parts of stockroom and performed regular cycle counts and ensured compliance to all safety regulations and procedures according to employee handbook
- Responsible for shipping and receiving of parts and all general inventory
- Participated in various employee training programs to enhance knowledge on all processes
Property Manager Assistant
Labor Finders
08.2013 - 01.2016
- Confirmed all leases and corresponding paperwork were completed
- Conducted background checks and credit checks to ensure tenant eligibility
- Ensured current resident files were properly maintained
- Ensured property was rented to 90-100% capacity
- Addressed resident concerns and requests on a timely basis to ensure resident’s satisfaction with management
- Ensured distribution of all company or community-issued notices
Administrative Coordinator
Labor Finders
06.2012 - 01.2014
- Provided customer service to internal and external customers and clients
- Typed letters, memos and reports for department staff
- Directed incoming phone calls
- Assisted in the preparation of regularly scheduled reports
- Ordered and maintained office supplies
- Maintained and updated insurance files for the qualified vendors list for the City of Albany
- Logged data into the computer system, prepared receiving reports, entered payroll
Customer Services Representative
Tele-Performance USA
05.2007 - 11.2011
- Handled wireless customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution
- Performed tier-one trouble shooting and diagnostic analysis on equipment
- Ensured that the required changes were made to resolve the queries of the customers
- Offered alternative solutions where appropriate with the objective of retaining the customer’s business
- Communicated with customers using web-based tools and demonstrated the associated proficiency in typing and grammar
- Resolved complaints related to billing or customer service by carrying out activities such as refunding money, exchanging merchandise or adjusting bills
Education
Diploma - Dental Assisting
Albany Technical College
Albany, Georgia05.1992
Diploma - undefined
Eastern High School
06.1989
Skills
- Supervisor/Staff management
- Verbal and written communication
- Time management
- Ability to work Independently
- Team leadership
- Microsoft Word
- Data Entry
- Organizational skills
- Attention to detail
- Application processing
- Problem-solving
Certification
- FM 2012-Family Medicaid Cross Training Phase 1
- GMGV 2021- Family Medicaid Phase 2 Gateway Virtual Cross training
Timeline
Economic Support Specialist 1
Department of Human Services
06.2024 - Current
Economic Support Specialist
Dover staffing
10.2021 - 06.2024
Intake Specialist/Supervisory Specialist
Integra Business Alternatives
08.2020 - 01.2021
Recruiter/Coordinator
Integra Business Alternatives
06.2018 - 11.2019
Parts Specialist
Industrial Manufacturing
04.2016 - 11.2017
Property Manager Assistant
Labor Finders
08.2013 - 01.2016
Administrative Coordinator
Labor Finders
06.2012 - 01.2014
Customer Services Representative
Tele-Performance USA
05.2007 - 11.2011
Diploma - undefined
Eastern High School
Diploma - Dental Assisting
Albany Technical College
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