Felicia Santistevan
Corrales,NM
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Proficient at working effectively unsupervised and quickly mastering new skills.
Overview
30
30
years of professional experience
Work History
Data Entry Operator
ATA Services/HSD-ISD
02.2023 - 10.2023
- Entered in new applications for Medicaid benefits.
- Verified and updated any changes to case, such as income, address/contact information, change to household, tax information.
- Requested in writing any missing and pertinent information that was needed in order to determine case.
- Approved and denied Medicaid benefits based on law and/or policy.
- Completed data entry tasks with accuracy and efficiency.
- Conducted audits of existing data entry processes.
- Corrected data entry errors to prevent duplication or data degradation.
- Searched, extracted and interpreted information to determine correct input procedure.
- Evaluated source documents to locate needed information.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
Retail Sales Associate
El Potrero Trading Post
12.2021 - 10.2022
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Managed cash register after end of shift to balance and record accurate transactions.
- Utilized upselling techniques to promote additional products and increase sales.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Managed efficient cash register operations.
- Monitored customers for signs of security concerns and escalated issues to management.
- Processed daily deposits.
- Opened and closed store.
Home Health Care Aide
Melanie Lujan-Mead
12.2019 - 10.2021
- Dressed, groomed and fed patient with limited physical abilities to support basic needs.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Tracked and reported clients progress based on observations and conversations.
- Followed care plan and directions to administer medications.
- Observed patient vital signs and medication reactions and reported health concerns or behavioral changes.
- Planed optimal meals based on established nutritional plans.
- Interacted with patient through games and fun activities to boost mood and improve overall memory.
- Helped with general light housekeeping.
Management Analyst
ATA/DWS
04.2020 - 05.2020
- Investigate, adjudicate and issue determination regarding unemployment benefit claims filed by claimant based on UI law.
- Answered claimants questions and concerns regarding their claim and referred to appropriate units for further investigation.
- Assisted in filing Ui claims via operations center as needed.
Management Analyst Advanced
State Of New Mexico Dept. Of Workforce Solutions
06.1993 - 11.2019
- Independently provided complex business process and financial analysis support for the operations center with the goal of improving service to DWS staff and constituents (UCX/UCFE, Monetary, Non-Monetary work flow an reemployment and Eligibility Assessments Program specific (RESEA).
- Performed specialized research and analysis and recommended resolution of highly complex or unique issues where the correct application of unemployment law and policy to particular situation is ambiguous or unclear or where no standard business process existed. This includes acting as a resource to all operations center staff and assisting in resolving difficult or complex cases for employers and claimants and any other interested parties (UCX/UCFE, Monetary, Non-Monetary work flow and RESEA specific).
- Worked closely with Business Analyst to review, develop and revise all business processes to ensure they met the needs of the claimant and employers while maintaining compliance and regulations. Participated in mandatory work groups or discussion groups regarding state and federal law and policy changes (UCX/UCFE, Monetary, Non-Monetary work flow and RESEA specific).
- Developed and maintained extensive and detailed working knowledge of all relevant state and federal laws and policies pertaining to the administration of the Unemployment Insurance program.
- Submitted UCX/UCFE quarterly and annual reports in a thorough, accurate and deadline specific time line to agency management, regional and national offices.
- Assisted with weekly certification calls as needed.
Education
High School Diploma -
Cibola
Albuquerque, NM05.1993
Skills
- Ability to manage high volume of case load
- Fluent in Microsoft Office
- Dispute mediation
- Sales Expertise
- Cash register operation
Timeline
Data Entry Operator
ATA Services/HSD-ISD
02.2023 - 10.2023
Retail Sales Associate
El Potrero Trading Post
12.2021 - 10.2022
Management Analyst
ATA/DWS
04.2020 - 05.2020
Home Health Care Aide
Melanie Lujan-Mead
12.2019 - 10.2021
Management Analyst Advanced
State Of New Mexico Dept. Of Workforce Solutions
06.1993 - 11.2019
High School Diploma -
Cibola
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