Denise Doege
New Berlin,WI
Summary
Experienced Income Maintenance Specialist with PEPs that exceeded expectations. Well known superior customer service skills. Experienced leader and often used as a resource for new team members to sharpen their customer service skills. Eager to use this skill set to assist others, review case work and participate in any projects as needed by the agency. Able to maintain a flexible and remote schedule. Very recent retiree so agency and policy updates will be minimal.
Overview
23
23
years of professional experience
Work History
Income Maintenance Specialist
State Of Wisconsin-Department Of Health Services
Milwaukee, Wisconsin
10.2012 - 05.2022
- Used problem-solving skills to alleviate issues efficiently with minimal supervision.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high customer service rating through proactive one-call resolutions of customer issues. (95-100%)
- Consistently met call time, service levels and productivity metrics per shift to meet fast-paced call center demands.
- Adhered to Agency policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on policy as it related to their specific case and made suggestions regarding changes if appropriate.
Receptionist-City Clerk's Office
City Of Brookfield
Brookfield, Wisconsin
01.2010 - 10.2011
- Answered central telephone system and directed calls accordingly.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Assisted with Voter registration, mailing, receiving and processing of absentee ballots.
- Maintained registered voter database which included searching for deceased or ineligible voters.
- Managed multiple tasks and met time-sensitive deadlines.
Licensed Realtor
Realty Executives Integrity
Brookfield, Wisconsin
01.2000 - 10.2011
- Wrote contracts to outline sales and purchases of properties.
- Compared properties with similarly sold properties to determine competitive market prices.
- Acted as coach and trainer to newly licensed agents. Reviewed contracts.
Education
No Degree - Communications Major Program
University of Wisconsin-Milwaukee
Milwaukee, WISkills
- Data Entry and Case Management using CARES, Forward Health Portal, ECF document storage, etc
- Identifying and correcting discrepancies, missing case information and misleading or conflicting information
- Calculating overpayment and/or underpayment for SNAP benefits
- Determining requirement for referral to Program Integrity Unit and submitting necessary referral
- Reviewing and auditing cases while updating to determine accuracy and policy compliance
- Customer Service expert for team and agency members on request
Timeline
Income Maintenance Specialist
State Of Wisconsin-Department Of Health Services
10.2012 - 05.2022
Receptionist-City Clerk's Office
City Of Brookfield
01.2010 - 10.2011
Licensed Realtor
Realty Executives Integrity
01.2000 - 10.2011
No Degree - Communications Major Program
University of Wisconsin-Milwaukee
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