GENEQUA A. SIMPSON
San Diego,United States
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
211 San Diego - Safety Net Services
07.2023 - Current
- Provided crucial support to various departments such as the Enrollment Center, the 211 Contact Center, and the 211 San Diego Tax Line and SDHC Housing First and Landlord Lines and the HCDS Waitlist Line for Section 8
- Managed high-volume housing hotline, responding to inquiries and resolving issues for clients navigating the Section 8 Waitlist and Homelessness Prevention services
- Conducted comprehensive assessments of client's needs, ensuring appropriate referrals to available housing resources and support services
- Maintained accurate record of client interactions and follow ups, contributing to data collection for program evaluation
- Conducted outbound calls to assist with CalFresh applications and schedule phone appointments
- Providing frontline support for the 211 Contact center as a Community Connector for individuals seeking different resources including mental health support, food and housing assistance
- Assisting with the 211 San Diego Tax Line to aid low-income individuals with free tax appointments
- Displayed adaptability and versatility by seamlessly transitioning between roles, showcasing a comprehensive understanding of varied support services
- Utilizing strong communication and organizational skills to ensure streamlined assistance across multiple departments, enhancing overall operational efficiency and client satisfaction
- Providing excellent customer service by consistently demonstrating courtesy, empathy and patience while addressing diverse needs, resulting in positive client experiences and strengthening community relationships.
Service Center Representative
Aston Carter - Kaiser Permanente
05.2023 - 06.2023
- Identified, researched, and reconciled billing payments amounts to ensure accurate eligibility determination, payment, revenue and membership records
- Set up and maintain member data including but not limited to processing enrollments, corrections, retroactivity adjustments and terminations
- Supported eligibility inquiries
- Ensured bills are correct and mailed timely
- Interacted with purchaser benefit administrators to answer questions and explain Health Plan policy and contractual provisions related to membership and billing.
Accounts Payable Office Assistant
The County of San Diego (HB Staffing)
08.2022 - 11.2022
- Handled various checks and private documents
- Managed and updated account information for public sector organizations
- Managed calls, emails, responsible for reception duties
- Successful in garnering positive feedback regarding customer service
- Provides administrative and logistical assistance
- Maintained copies of checks, records, or correspondence necessary for filing
- Investigated and resolved problems associated with processing of checks.
Data Entry Specialist/Rental Assistance Specialist
Mental Health America
03.2020 - 07.2022
- Managed over 50 client calls per day / Managed over 300 clients in a database portal
- Completed clerical tasks such as filing, copying, and distributing mail
- Managed workflow scheduling, data entry and accuracy verification for large data projects
- Reviewed and updated client correspondence files and database information to maintain accurate records
- Interacted with customers by phone, email, or in-person to provide information
- Compiled data and reviewed information for accuracy prior to input
- Completed data entry tasks with accuracy and efficiency
- Track and conduct document certification processes
- Communicating with community application assistance partners to request additional information or documentation
- Collaborated with community application assistance partners to ensure efficiency.
Office Services Specialist
EPIQ Global/Mintz Levin Cohn Ferris, Glovsky and Popeo, P.C
06.2017 - 08.2019
- Provided general office operation and administrative support for legal staff and attorneys
- Provided clerical and administrative support to over 20 Attorneys
- Responsible for operating multiple processing systems, answering phones, and greeting clients
- Maintained daily logs for tracking and reporting purposes
- Ensured delivery of mail, faxes, and time sensitive material to recipients
- Responsible for coordinating and booking conference rooms and maintaining established vendor relationships
- Performed light technical work including printer setups, occasional technical troubleshooting, and maintenance of printer needs
- Accurately produced copies, prints and scan projects in accordance to verbal and written instructions
- Ensured multitasking with print job requests, inventory, ordering supplies, office moves, creating mail labels, delivering mail, and setting up food orders for all firm personnel and clients upon request.
Secretary II, Secretary III, Office Assistant, & Data Entry Analyst
San Diego County Health & Human Services - Image Staffing
03.2014 - 02.2017
- Filled administrative and clerical positions assisting branches in Health and Human Services Agency under County of San Diego
- Improved data entries in the system
- Increased production by 20%
- Maintained highly confidential documents alphabetically or numerically for record keeping systems
- Attended monthly department/division meetings to gain stronger awareness of organizational procedures and needs
- Completed urgent tasks and assignments on time
- Supported Public Health Administration Team by providing responsive and professional front desk reception
- Greeted and directed visitors in a warm and hospitable manner
- Provided professionalism and excelled in every position that was temporarily assigned.
Education
San Diego Mesa College
San Diego, CAThe Charter School of San Diego
Skills
- Team oriented
- Customer/client service
- Excellent oral, written, and interpersonal communication skills
- Analytical
- Ability to multitask
- Organizational skills
- Strong leadership ability
Timeline
Customer Service Representative
211 San Diego - Safety Net Services
07.2023 - Current
Service Center Representative
Aston Carter - Kaiser Permanente
05.2023 - 06.2023
Accounts Payable Office Assistant
The County of San Diego (HB Staffing)
08.2022 - 11.2022
Data Entry Specialist/Rental Assistance Specialist
Mental Health America
03.2020 - 07.2022
Office Services Specialist
EPIQ Global/Mintz Levin Cohn Ferris, Glovsky and Popeo, P.C
06.2017 - 08.2019
Secretary II, Secretary III, Office Assistant, & Data Entry Analyst
San Diego County Health & Human Services - Image Staffing
03.2014 - 02.2017
San Diego Mesa College
The Charter School of San Diego
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