Desiraee Roa
San Benito,TX
Summary
Experienced professional focused on meeting or exceeding objectives seeking Supervisor position. Brings dedication to continuous improvement, knowledge of workflow optimization and background with organizational enhancements. Looking to put knowledge and abilities to good use in leadership position focused on driving business success. Recognized for leadership, planning abilities and clear, direct communication style.
Overview
8
8
years of professional experience
Work History
Texas Work Advisor II
Texas Health And Human Service Commission
San Benito, Texas
06.2020 - Current
- Uses EWMS,State Portal, Databroker Standalone and Tiers to maintain over numerous candidate files and file notes.
- Accurately determines eligibility and enrollment of clients in TANF,foodstamps ,and/or Medicaid for children and adults.Work involves interviewing
clients,documenting information gathered ,determining benefits,and explaining program benefits . - Advanced knowledge of computer technology to gather and maintain data generate reports ,and communicate with others .
- Advanced knowledge using excel, microsoft word,State portal,and multiple programs provided by the agency to determine eligibility for our clients.
- Assist in heart complaints and assignments given by my supervisor to assist with clearing reports.
- Assist co-workers that have conflict of interest cases
- Team player -available when my coworkers need assistance, or when my supervisor needs me to assist in completing cases to clear reports.
- Fluent in spanish language but not an expert-utilized the language lines services to assist me in completing cases and speaking with our clients.
- Stay updated with metric goals, find strategies to better my techniques during case processing to be able to meet goals and metrics that company has.
- Complete overtime when needed by the company to assist in case load.
Texas Work Advisor I
Texas Health And Human Service Commission
San Benito, Texas
05.2019 - 06.2020
- Uses EWMS, Tiers, State portal,SOLQ and databroker to maintain over numberous candidate files and file notes.
- Provided services to over numerous individuals on various programs- Foodstamps, TANF,Medicaid,and Adult Medicaid.
- Initial Location of this position was in brownsville ,tx and currently work out of office for the san benito , tx office.
- Used computer-aided guidance .handbooks,websites to assist with accurately completing cases to assist texans for programs they qualify for.
- Worked closely with supervisor to keep updated on program goals to meet, including meetings with multiple strategies to help metric progress .
- Assist "overflow" of lobby clients when lobby office reopened during pandemic-interviewed clients at office/phone , provided them with notices for their cases, provided outcome of eligibility, and informed clients of policy .
- Used various job aids, excel job aids, and PDF job aids to assist in programs that client applied for to give accurate outcome and decision.
- Complete overtime when needed by the company to assist in case load.
Supervisor
Advanced Call Center Technologies LLC
Harlingen, Harlingen
09.2016 - 05.2019
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Manage a team of 15-22 agents , correct agent timecards , and approving timecards for previous pay period in a timely manner.
- Focus on meeting metric goals that are expected from client ( adherence , AHT, First call resolution,Revenue ,etc ) by having one on one meetings, team meetings, and sending communications via email to worker/team.
- Monitor agents calls to ensure quality is being met.
- Visit different company locations to train newly higher supervisors
- Work closely with operations manager and different supervisors to meet company policy, and expectations given.
- Would access and complete daily reports to review metrics from prior day/days-reports would be sent via email on excel.
Customer Service Specialist
Advanced Call Center Technologies LLC
Harlingen, TX
01.2015 - 09.2016
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Increased efficiency and team productivity by promoting operational best practices.
- Maintained financial accounts by processing customer adjustments.
- Assisted customers with their mortgage payment- processing payments, explaining why payment increased/decreased
- Received certifications for trainings completed - PMI training, Escrow Training, Tax Training, Appraisal Training.
Education
No Degree -
South Texas College
Mcallen, TXHigh School Diploma -
San Benito High School
San Benito, TX06.2015
Skills
- Average Speed per Minute- 85 words
- Maintaining Client Records
- Customer Experience
- Paperwork and Documentation
- Customer Inquiries
- Eligibility Determinations
- Telephone Etiquette
- Agency Service Requirements
- Outbound Calls
- Client and Family Interviews
- Program Knowledge
- Program Eligibility
- Effective Communication Skills
- Clerical Skills
Languages
English
Full Professional
Timeline
Texas Work Advisor II
Texas Health And Human Service Commission
06.2020 - Current
Texas Work Advisor I
Texas Health And Human Service Commission
05.2019 - 06.2020
Supervisor
Advanced Call Center Technologies LLC
09.2016 - 05.2019
Customer Service Specialist
Advanced Call Center Technologies LLC
01.2015 - 09.2016
No Degree -
South Texas College
High School Diploma -
San Benito High School
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