Debra Riley

• Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
• Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
• Improved customer satisfaction by resolving issues efficiently and professionally.
• Conducted thorough research on complex inquiries, delivering informed solutions to customers'' unique challenges.
• Collaborated closely with other departments to ensure seamless support for customers throughout their journey with the company.
• Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
• Guided customers through troubleshooting processes with patience and understanding, ultimately resolving technical issues quickly and efficiently.
• Met customer call guidelines for service levels, handle time and productivity.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Demonstrated empathy when addressing sensitive situations, creating trust between the company and clientele.

● Worked with various departments to provide self-pay patients immediate financial counseling options.
● Screened patients for Medicaid, Crime Victims, Pregnancy, AEM, and Disability eligibility; granted charity care within the hospital system as needed.
● Software utilized: Secure, EPIC.
● Websites utilized: Provider One, TransUnion, One Health

Port.

● Hired as a Texas Works Advisor I in April 2022 and promoted to Texas Works Advisor II in May 2023.

● Completed all required training for SNAP and MEDICAID.

● Utilized TIERS program to review and determine eligibility for social services programs.

● Assessed case histories, interviewed clients,processed applications, and documented case actions.

Explained program benefits, requirements, and policy to clients.

● Made collateral calls to providers and employers for verification purposes.

● Worked with interpreter services to communicate with non-English-speaking clients.

• Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
• Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
• Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
• Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
• Reduced response time for content review, ensuring a safer online environment for users.
• Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
• Streamlined moderation processes by implementing effective content filtering tools and techniques.
• Ensured a consistent application of moderation standards across all categories, reducing discrepancies in enforcement actions taken against violators.
• Acquired in-depth knowledge of content areas to provide effective edits.

Worked with multiple departments to assemble material kits for shipment to subcontractors.
Completed on-site material requests for smaller in-house builds.
Trained and supported department staff.
Assisted with department and finance audits of inventory materials.
Completed written reports and data entry to reflect material movements in MRP system.
Metrics were not in use.