Deleith Graves
El Paso,TX
Summary
Customer service professional with experience supporting Medicaid and food benefit clients, resolving concerns, and de-escalating difficult calls. Background also includes call center support, cashiering, food service, and resident care, with strong telephone, computer, data entry, and transaction accuracy skills that support clear communication and dependable service.
Overview
1
1
Certification
32
32
years of professional experience
Work History
Texas HHSC MEDICAID/FOOD STAMP ASSISTANT
Texas Health and Human Services Commission
El Paso, TX
04.2023 - Current
- Assisted clients with personal concerns regarding medical and food benefits, providing clear, timely information through effective telephone and computer skills.
- De-escalate concerns regarding government benefit denials by listening actively, explaining available information, and directing clients toward appropriate resources.
- Supported team-building exercises with supervisors and coworkers, enhancing collaboration and ensuring effective service delivery.
Food Service Worker
Northeast Regional Healthcare Associates
Anniston, AL
10.2020 - 11.2022
- Compile and deliver food supplement orders to various departments per nurses' requests, supporting timely patient care through accurate order fulfillment.
- Assemble patients' meal desserts and properly portion servings onto plates and drinks into cups, adhering to dietary requirements and presentation standards.
- Restocked supplies, including plates, cups, and condiments, to maintain smooth operations in food nutrition services., including plates, cups, and condiments, to maintain uninterrupted Food Nutrition Services operations.
- Operated machines safely within food nutrition services, following equipment procedures to facilitate efficient meal preparation and delivery.
Cashier
East Ridge Hardware
Chattanooga, TN
01.2014 - 01.2018
- Received payments by cash, check, credit cards, vouchers, or automatic debits, ensuring accurate transaction processing across multiple payment methods.
- Issue receipts, refunds, credits, or change due to customers, ensuring accurate transaction completion and responsive service.
- Establish or identify prices of goods and tabulate bills using calculators, cash registers, or optical price scanners to support accurate checkout.
- Assisted customers by providing information and resolving complaints, leveraging product knowledge and communication skills to enhance customer experience.
- Welcomed customers upon entry to create a friendly atmosphere. entering establishments and supporting the Stock/Sales Floor, contributing to organized merchandise presentation and customer service.
Stock/Sales Floor
Walmart
East Ridge, TN
03.2014 - 08.2017
- Stock shelves, racks, cases, bins, and tables with new or transferred merchandise, maintaining organized and accessible sales-floor displays.
- Answered customer questions about merchandise and advised on selections, utilizing product knowledge to enhance purchasing decisions.
- Itemize and total customer merchandise selection at the checkout counter using a cash register, accepting cash or charge cards for purchases.
- Stamped, attached, or changed price tags on merchandise using price lists to ensure accurate pricing and enhance shopping clarity.
- Compared merchandise invoices with received items to verify shipments, identifying discrepancies through thorough inventory checks.
Pricing Associate
Southeastern Grocers
East Ridge, TN
04.2011 - 04.2016
- Compare printed price tickets with purchase-order entries to verify accuracy and notify supervisors of discrepancies, helping prevent pricing errors.
- Applied price information to tickets by hand or using ticket-printing machine, ensuring accurate merchandise identification and pricing.
- Mark selling prices by hand on boxes containing merchandise, providing clear pricing information for efficient processing and distribution.
- Attached tickets, tags, or labels to articles using various methods, ensuring clear merchandise marking for efficient sales.
- Recorded number and types of articles marked and packed articles in boxes, maintaining organized inventory and preparing accurate shipments.
Certified Nursing Assistant (CNA)
Suburban Home
East Ridge, TN
05.2009 - 04.2011
- East Ridge, TN
- May 2009-April 2011
- Administered bedside and personal care, including ambulation and hygiene assistance, to enhance client safety, comfort, and independence.
- Maintained and updated records of client progress and services, communicated changes in client condition to management for timely intervention.
- Monitored vital signs and medication under the supervision of registered nurses and physiotherapists.
- Participate in case reviews and consult with the team caring for clients to evaluate needs and plan continuing services.
- Delivered personal care and companionship to individuals and families during recovery, ensuring emotional support and physical comfort.
In Bound Call Center Operator
ACS
Lexington, KY
11.2009 - 11.2010
- Contacted customers to address inquiries and communicate claim investigation results and planned adjustments, providing clear and timely updates.
- Referred unresolved customer grievances to designated departments for further investigation, ensuring complex concerns received thorough follow-up.
- Determine charges for requested services, collect deposits or payments, or arrange billing, supporting accurate account resolution and payment processing.
- Solicit sales of new or additional services or products during customer interactions, identifying opportunities to meet customer needs.
- Obtained and examined relevant information to assess complaint validity and identify possible causes, including extreme weather conditions impacting utility bills.
Customer Service Representative
J. Peterman Catalog Company
Lexington, KY
03.2007 - 11.2009
- Confer with customers by telephone or in person to provide product or service information, take or enter orders, cancel accounts, and document complaints.
- Addressed customer service and billing complaints through merchandise exchanges, refunds, or bill adjustments to restore satisfaction.
- Verified changes implemented to resolve customer issues, ensuring accurate and complete resolution.
- Keep records of customer interactions and transactions, recording inquiries, complaints, comments, and actions taken for reliable account documentation.
- Processed contract forms, updated change-of-address records, and issued service discontinuance orders to maintain accurate administrative records.
Customer Service Representative
ACS Solutions
Lexington, KY
09.2000 - 11.2002
- Lexington, KY
- September 2007-November 2009
- Contacted customers to address inquiries and inform them of claim investigation results and adjustments, providing clear and prompt communication.
- Referred unresolved customer grievances to appropriate departments for investigation, facilitating timely resolution of complex concerns.
- Determine charges for requested services, collect deposits or payments, or arrange billing, supporting accurate account resolution and payment processing.
- Identified potential sales opportunities during customer interactions during customer interactions, enhancing service offerings to better meet customer needs.
- Gathered and reviewed relevant information to assess complaints relevant information to assess complaint validity and determine possible causes, including extreme weather conditions affecting utility bills.
Customer Service Representative
J Peterman Catalogue Company
Lexington, KY
03.1995 - 11.1999
- Confer with customers by telephone or in person to provide product or service information, take or enter orders, cancel accounts, and document complaints.
- Resolve customer service or billing complaints by exchanging merchandise, refunding money, or adjusting bills to restore customer satisfaction.
- Resolved customer problems by checking changes and facilitating effective issue resolution.
- Recorded customer interactions and transactions, documenting inquiries, complaints, comments, and actions taken for accurate account management.
- Completed contract forms, prepared change-of-address records, and issued service discontinuance orders using computers to maintain accurate administrative records.
Education
Some College (No Degree) - KY SRNA
KY Board of Nursing
Lexington, KY11-2008
BBA - Business Economics (Political Science/ Minor)
Eastern Kentucky University
Richmond, KY05-1988
Some College (No Degree) - Certified Medical Assistant
Bluegrass Community Technical College
Lexingon, KYSkills
- Calendar management
- Microsoft Outlook
- Order inquiry handling
- Ethernet
- Organizational skills
- Providing product information
- Government customer support
- Order processing
- Travel scheduling
- Microsoft Office
- Computer operation
- Government administration
- Government administrative support
- Payment Processing
- Customer inquiry handling
- Data entry
- File organization
- Finance customer support
- Video conferencing support
- Google Workspace
- Internal employee customer service
- Time management
- Faxing
- Customer issue escalation
- Microsoft Teams
- Phone call management
- Community resource support
- Government customer support
- Front desk
- Patient assistance administration
- Order assistance
- Benefit program administration
- Phone customer support
- Communication skills
- Phone answering
- In-person customer service
- Windows
- Food assistance support
- Billing issue inquiries
- Greeting customers
- Non-profit customer support
- Email customer support
- Report preparation
- Customer complaint resolution
- Phone etiquette
- Team management
- Office supply management
- Education administration
- Client support services
- Non-profit administration
- Handling customer exchanges
- Healthcare customer support industry
- Technical Proficiency
- Inventory Control
- Office equipment routine maintenance
- Resource allocation
- Report writing
- Non-technical user support
- Retail customer support
- Benefits assistance
- Customer support specialist experience
- Invoice processing
- Call center experience
- Meeting scheduling
- Vital Signs
- Patient Care
- Customer service
- Order Entry
- Managing customer accounts
- Correspondence management
- Record keeping
- Call center agent experience
- Confidential information handling
- Filing
- Project coordination
- Customer support improvement
- Productivity software
- Individual consumer customer service
- Client service coordination
- Appointment scheduling
- Dietary Compliance
- Administrative experience - Administrative experience (16-20 years)
- Presentation preparation
- Photocopying
- SMS customer support
- Extensive customer support
- Typing
- Government agency customer support
- Customer returns handling
- Customer support experience within education industry
- Payment processing
- Client engagement planning
- Presentation creation
- Office equipment troubleshooting
- Project management
- Schedule coordination
- Mail sorting and distribution
- Spreadsheet software
- Business acumen
- Types [number] wpm
- Expense reporting
- Meeting coordination
- Service delivery management
- Inventory management
- DBMS
- Mail distribution
- Meeting support
- Travel arrangements
- Outreach program support
Personal Information
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Certification
- SRNA
- December 2006 to present
- State Registered Nursing Assistant
Timeline
Texas HHSC MEDICAID/FOOD STAMP ASSISTANT
Texas Health and Human Services Commission
04.2023 - Current
Food Service Worker
Northeast Regional Healthcare Associates
10.2020 - 11.2022
Stock/Sales Floor
Walmart
03.2014 - 08.2017
Cashier
East Ridge Hardware
01.2014 - 01.2018
Pricing Associate
Southeastern Grocers
04.2011 - 04.2016
In Bound Call Center Operator
ACS
11.2009 - 11.2010
Certified Nursing Assistant (CNA)
Suburban Home
05.2009 - 04.2011
Customer Service Representative
J. Peterman Catalog Company
03.2007 - 11.2009
Customer Service Representative
ACS Solutions
09.2000 - 11.2002
Customer Service Representative
J Peterman Catalogue Company
03.1995 - 11.1999
Some College (No Degree) - KY SRNA
KY Board of Nursing
BBA - Business Economics (Political Science/ Minor)
Eastern Kentucky University
Some College (No Degree) - Certified Medical Assistant
Bluegrass Community Technical College