Essence Yancy
Phoenix ,AZ
Summary
Dynamic professional with extensive experience as an Eligibility Interviewer at the Department of Economic Security, adept at application assessment and benefits administration. Recognized for exceptional verbal communication and confidentiality skills, successfully engaging applicants to ensure accurate eligibility determinations and streamline assistance processes. Proven ability to enhance client satisfaction through effective support.
Overview
8
8
years of professional experience
Work History
Eligibility Interviewer
Department of Economic Security
04.2024 - Current
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Interviewed applicants and explained scope of different available benefits.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
Rideshare Driver
Lyft
09.2022 - 12.2023
- Used GPS to determine fastest route to destinations in order to save riders money and maximize availability.
- Cleaned and sanitized rideshare vehicle to avoid germ and infection spread.
- Placed safety as top priority for rides and followed community guidelines for engaging emergency personnel.
- Picked up riders at designated locations and greeted upon vehicle entry.
Front Desk Medical Receptionist
Protea Medical Center
02.2023 - 09.2023
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
Night Auditor
The Westin Kierland Resort & Spa
10.2021 - 09.2022
- Kept accounts in balance and ran daily reports to verify totals.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Travel Agent
Aspire Loyalty
03.2020 - 10.2021
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Collections Agent
Nationwide Credit Inc
02.2019 - 03.2020
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Counseled debtors on payment options and arranged installment agreements.
- Maintained high volume of calls and met demands of busy and productive group.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
Customer Service Representative
24-7 Intouch
09.2017 - 06.2019
- Responded to customer requests for products, services, and company information.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Workforce Real Time Analyst
24-7 Intouch
06.2018 - 02.2019
- Prepared and maintained reports, dashboards and monthly packages.
- Managed real-time inbound call traffic across multiple contact center locations.
- Set and adjusted to schedules to maintain optimal coverage and service levels.
- Optimized schedules, forecasts and other tools to present to management.
- Managed overtime, shift swaps, breaks and PTO requests.
Education
High School Diploma - Basic Education
Hickman Mills Senior High
Kansas City, MO05.2008
Skills
- Verbal communication
- Interview techniques
- Confidentiality
- Recordkeeping and data input
- Effective communication skills
- Application assessment
- Applicant engagement
- Benefits administration
- Interviewing techniques
- Record keeping
- Data entry
- Documentation and reporting
- Public assistance programs
- Medicaid
- Eligibility procedures
- Disability awareness
- Telephone etiquette
- Appointment scheduling
Timeline
Eligibility Interviewer
Department of Economic Security
04.2024 - Current
Front Desk Medical Receptionist
Protea Medical Center
02.2023 - 09.2023
Rideshare Driver
Lyft
09.2022 - 12.2023
Night Auditor
The Westin Kierland Resort & Spa
10.2021 - 09.2022
Travel Agent
Aspire Loyalty
03.2020 - 10.2021
Collections Agent
Nationwide Credit Inc
02.2019 - 03.2020
Workforce Real Time Analyst
24-7 Intouch
06.2018 - 02.2019
Customer Service Representative
24-7 Intouch
09.2017 - 06.2019
High School Diploma - Basic Education
Hickman Mills Senior High
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