Diana Hackett
Lancaster,CA
Summary
Accomplished Eligibility Worker with a proven track record at Los Angeles County Department of Public Social Services, enhancing client satisfaction through meticulous eligibility assessments and efficient application processing. Skilled in MEDS/CalSAWS and adept at verbal communication, I excel in translating complex benefits guidelines into actionable insights, achieving a significant increase in timely processed applications.
Overview
20
20
years of professional experience
Work History
Eligibility Worker
Los Angeles County Department Of Public Social Services
349 East Ave K6 Lancaster, Ca 93535
02.2008 - Current
- Interviewed applicants and explained scope of different available benefits.
- Followed guidelines when reviewing applicant data to determine eligibility for programs assistance.
- Assisted clients with completion of applications and paperwork.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Managed processing of medical assistance and food stamp benefits applications.
- Demonstrated attention to detail when reviewing applications for accuracy, completeness, and adherence to guidelines.
- Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations.
- Enhanced client satisfaction by providing efficient and accurate eligibility assessments for various social service programs.
- Processed and certified documents for accuracy and compliance with government regulations.
- Communicated with people from various cultures and backgrounds on application process.
- Trained staff on current eligibility requirements and policies.
- Monitored caseloads closely to ensure timely action was taken on all pending applications according to agency guidelines.
Reservations Agent
Starwood Hotels
Lancaster,ca
07.2005 - 01.2008
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided customers with information about availability and pricing.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
Reservation Agent
Princess Cruises
Santa Clarita, CA
05.2004 - 06.2005
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Resolved various issues and discrepancies for customers.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Handled billing information over phone.
- Maintained awareness of types of rooms available in different resort locations.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
Education
None - Sociology
California State University - Northridge
Long Beach, CAAssociate Of Arts And Sciences - Sociology/Psychology
Antelope Vally Community College
Lancaster, CA06.2000
Skills
- Agency Resource Eligibility
- Written and verbal communication
- Application processing
- Appointment Scheduling
- Policy Knowledge
- Knowledgeable in MEDS/CalSAWS
- Customer Satisfaction
- Interviewing
- Data Entry
- Verbal Communication
- Information Assistance
- Eligibility Determinations
- Mathematical Computation
- Income verification
- Documentation
- Provider Enrollment
- Microsoft Access
- Benefits Guidelines
- Resource Information
- Caseload Management
- Reading Comprehension
- System Verification
- Customer Inquiries
- Customer Interaction
- Paperwork and Documentation
- Client Interviews
- Effective Communication Skills
- Problem-solving abilities
- Multitasking ability
Timeline
Eligibility Worker
Los Angeles County Department Of Public Social Services
02.2008 - Current
Reservations Agent
Starwood Hotels
07.2005 - 01.2008
Reservation Agent
Princess Cruises
05.2004 - 06.2005
None - Sociology
California State University - Northridge
Associate Of Arts And Sciences - Sociology/Psychology
Antelope Vally Community College