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
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
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
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
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