Emilie Clayton
Wapato,WA
Summary
Highly skilled Service Specialist with background in customer support and service management. Demonstrate strong communication skills, problem-solving abilities, and knowledge of industry best practices. Notable for enhancing customer satisfaction levels and improving operational efficiency in previous roles. High level of competence in handling complex tasks, delivering quality results, and contributing positively to team environments.
Overview
30
30
years of professional experience
Work History
Financial Service Specialist 3/PBS 3
DSHS/DCYF
Yakima, WA
10.2014 - Current
- Maintained up-to-date knowledge about local resources that can benefit clients.
- Determines eligibility and re-eligibility for all public assistance programs.
- Conduct intensive interviews with clients to determine eligibility.
- Explain programs requirements, application procedures and verification needs. Assist with general questions, case specific questions and Change of Circumstances Notifications.
- Obtain and review necessary data, documentation and verification for Federal or State assistance as it relates to an individuals' specific circumstances.
- process Child Care applications received from the Washington Connection online applications.
- Responsible for interviewing, gathering and analyzing information, reviewing documents and system information.
- Analyze collected oral and written information to determine accurate benefits and continued program eligibility.
- Take actions necessary to identify those needing special assistance in accessing departmental programs and services of who are participating in the Address Confidentiality programs.
- Finalize Child Care applications and reapplications with information received and verified for accurate determination of eligibility.
- Take actions necessary to ensure that limited English proficient clients receive properly translated forms and translation services from state-certified, contracted translators and interpreters.
- Vast experience and knowledge with the social service payment system while working on the provider line, helping providers with complex authorizations.
- Worked for over a year on the overpayment team, processing provider and client overpayments that were from a back log. 2015-2016.
- Volunteered for 10 years in job coaching new hires, most recently from 2022-2024. Providing extra support for those most recently in the remote positions.
- Worked on the project call out mission, reaching out to our clients in helping them find providers, gathering data for the state. February 2024.
- Participated in many workgroups throughout my 10 years in childcare.
Teller
U.S Bank
Yakima , WA
01.2014 - 05.2014
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Verified customers' identification to ensure compliance with laws and regulations.
- Balanced cash drawers on a daily basis.
- Provided exceptional customer service while accurately processing routine transactions.
- Answered customer inquiries regarding bank products and services.
- Explained account information to customers in detail as needed.
- Processed wire transfers for customers both domestically and internationally.
- Researched discrepancies between actual cash amounts and records of transactions for accuracy.
- Performed daily reconciliation of teller drawer within established limits.
- Handled large volumes of currency quickly and accurately with minimal errors.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Built and maintained client relationships through quality, personalized interactions.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Delivered exceptional service to customers in person or over telephone.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
- Adhered to financial services security and audit procedures.
- Performed special services for customers, ordering bank cards and checks.
- Verified amounts and integrity of every check or funds transfer.
Bank Teller Supervisor
Bank of America
Union Gap , WA
07.2013 - 01.2014
- Supervised and evaluated teller staff, providing feedback on performance;.
- Ensured compliance with all banking regulations and procedures;.
- Assisted in developing and implementing training programs for new tellers;.
- Resolved customer complaints promptly and efficiently;.
- Maintained accurate records of transactions, deposits, withdrawals.;.
- Monitored cash levels in each teller's drawer;.
- Reconciled discrepancies between actual cash amounts and book balances;.
- Provided guidance to junior team members on how to handle difficult customer scenarios effectively ;.
- Managed and balanced cash vault, audits, and general ledger accounts.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Oversaw cash handling activities, including ordering cash from the vault and preparing shipments for the Federal Reserve.
- Resolved complex customer issues, acting as the first point of escalation for complaints and inquiries.
- Contributed to the bank's security by ensuring strict adherence to all confidentiality and security policies.
- Developed and maintained strong relationships with customers, promoting bank loyalty and retention.
- Conducted regular audits of teller drawers and bank vault to ensure compliance with regulatory requirements.
Administrative Department Manager
Lowes Home Improvment
Union Gap , WA
02.2004 - 04.2010
- Coordinated with executive staff to ensure deadlines were met in a timely manner.
- Oversaw the maintenance of office equipment, supplies, and facilities.
- Provided support to departmental managers in the development of project plans and initiatives.
- Supervised a team of administrative assistants tasked with coordinating travel arrangements, scheduling appointments, and providing customer service support.
- Managed payroll processing activities including timekeeping data entry, benefits administration, garnishments, tax withholdings.
- Monitored department budgets by tracking expenses against allocated funds.
- Monitored office inventory to maintain supply levels.
- Directed and oversaw office personnel activities.
- Supported staff through in-service training, providing mentorship and additional resources.
- Communicated job expectations and trained staff to promote team building and discipline.
- Coordinated with managers and departments to interview new personnel and recognize excellent performance.
- Supervised cashiers to ensure accuracy in daily transactions.
- Monitored store security by observing customers and reviewing CCTV footage.
- Maintained accurate records of register tills and balanced at end of shift.
- Prepared bank deposits for the day's receipts.
- Verified employee hours worked against time cards and payroll records.
- Investigated any discrepancies in the cash office accounts or inventory levels.
- Created weekly schedules for staff members based on workload requirements.
- Created and executed daily bank deposits.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Directed and supervised staff performance.
Head Cashier
Eagle Hardware
Union Gap , WA
07.1994 - 06.2002
- Collaborated with the management team to determine appropriate staffing levels for peak hours.
- Scheduled and supervised cashiers during shifts, ensuring proper coverage of registers.
- Verified employee timecards for accuracy and completeness prior to submitting payroll information.
- Ensured all cashiers were trained in store policies and procedures, as well as safety protocols.
- Performed opening and closing duties such as counting money, balancing tills, and reconciling discrepancies.
- Provided guidance on difficult transactions or inquiries from customers regarding products or services offered in the store.
- Handled returns, exchanges, and refunds in accordance with company policy while maintaining a high level of customer satisfaction.
- Monitored register drawers to ensure adequate change was available throughout each shift.
- Conducted regular spot checks of cashier performance to ensure accuracy when processing payments.
- Coached employees on best practices for handling customer complaints quickly and effectively.
- Assisted other departments when needed by providing additional support during busy periods.
Education
Associates
Yakima Valley Community College
Yakima, WASkills
- Cross-functional coordination
- Complaint resolution
- Scheduling
- Account updating
- Staff education and training
- Call escalation
- Refund management
- Prioritization
- Customer consulting
- Support case resolution
- Building rapport
- Executive management support
- Service standard compliance
- Positive and professional
- Documentation
- Call triaging
- Recordkeeping strengths
- Senior leadership support
- Multi-line telephone operations
- Researching
- Typing proficiency
- Escalation management
- Tracking complaints
- Multi-line phone talent
- Record preparation
- Banking operations support
- Research
- Courteous demeanor
- Grammar
- Call center procedures
- Calendaring
- Proofreading
- Schedule mastery
Affiliations
- I have a vast knowledge of management within the work environment and home. I have managed a successful business of family, balancing work life and family life for many years. We also have a farm that I help manage outside of work life and family life. The experience has been detrimental in balancing it all.
Accomplishments
- I am a member of the National honor Society. Maintaining AP classes in high school and graduating with a 3.9 GPA.
Ronda Walters
- PBS5 supervisor current supervisor 360-407-5819, 509-654-8018
Christin James
- Analystsupervisor, Administrative Regulations Analyst. Child Care Subsidy Policy
- 360-688-0479
- PO box 40971 505 Union Ave SE Suite # 250
Kristi Lee
- HR DSHS/IIS/HRD Human Resource Business
- 509-406-6683
- 509-580-1453 (former HR with Lowes)
Krissy Carlson
- friend, lifelong personal reference
- 360-348-6680
Susan Boucher
- Lifelong friend
- 253-229-1262
Rick Gee
- long time friend
- 206-491-7034
References
References available upon request.
Timeline
Financial Service Specialist 3/PBS 3
DSHS/DCYF
10.2014 - Current
Teller
U.S Bank
01.2014 - 05.2014
Bank Teller Supervisor
Bank of America
07.2013 - 01.2014
Administrative Department Manager
Lowes Home Improvment
02.2004 - 04.2010
Head Cashier
Eagle Hardware
07.1994 - 06.2002
Associates
Yakima Valley Community College
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