Summary
Overview
Work History
Education
Skills
Timeline
Generic

Erika Watkins

Orlando

Summary

Knowledgeable Employment Security Representative II with extensive expertise in human services program management and development. Client-driven Senior Human Services Representative Specialist with over 10 years of experience working with clients and service providers. Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services.


Overview

6
6
years of professional experience

Work History

Senior Human Services Program Specialist

Orange County Health Department
09.2021 - 06.2025
  • Kept and established comprehensive case files to support proper documentation and record retention.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Managed difficult conversations with compassion and professionalism.
  • Demonstrated excellent time management skills, meeting up with clients at their homes and maintaining confidentiality and gaining the trust of my clients.
  • Contacted clients by phone, text, email, and in person visits.
  • Conducted in person as well as over the phone interviews to verify important patient treatment.
  • Contacted Doctors, Providers, Hospitals to verify patient medical records.
  • Use of Government Transportation to travel to patients homes to conduct interviews, verify treatment, and to make sure the patient is in care.
  • Reached out to Providers, Doctors, and Hospitals to assist with patient care and treatment.
  • Use of different systems to document my findings like: STARS, HMS, EARS, Microsoft, and Excel.
  • Sent fax requests to Doctors, Providers, and Hospitals for patients medical records.


Customer Service Representative

Telereach
09.2020 - 09.2021
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Customer Service Representative

Randstad
10.2019 - 09.2021
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Education

High School Diploma -

Boyd Anderson High
Lauderdale Lakes, FL

Skills

  • Customer service
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Organizational skills
  • Adaptability and flexibility
  • Microsoft office
  • Professionalism
  • Workload prioritization
  • Verbal communication
  • Client advocacy

Timeline

Senior Human Services Program Specialist

Orange County Health Department
09.2021 - 06.2025

Customer Service Representative

Telereach
09.2020 - 09.2021

Customer Service Representative

Randstad
10.2019 - 09.2021

High School Diploma -

Boyd Anderson High

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