Isana Clark
Charlotte,NC
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
8
8
years of professional experience
Work History
Adult Medicaid Case Worker
McDowell County DSS
Marion, NC
08.2025 - Current
- Serves as an Adult Medicaid Caseworker responsible for accepting and processing applications and recertifications for low-income adults, elderly individuals, and adults with disabilities. Conducts thorough client interviews to gather accurate financial, household, and medical information, and collects and verifies required documentation related to income, resources, residency, and other eligibility factors. Determines Medicaid eligibility in compliance with federal and state policies while maintaining accurate, complete, and up-to-date electronic case records. Reviews and processes reported changes, assessing their impact on continued eligibility. Provides clear, respectful explanations of Adult Medicaid program requirements, benefits, and options, and advises clients of their rights and responsibilities. Collaborates effectively with team members, demonstrating strong communication skills, professionalism, and attention to detail.
- 40 hrs./week
Retail Sales Associate
Kohl's
Concord, NC
01.2024 - 05.2025
- Provided exceptional customer service in a fast-paced retail environment by processing transactions, handling returns and exchanges. Assisted customers to ensure a seamless shopping experience. Operated cash registers, managed various payment methods, and maintained inventory accuracy. Supported new hire training by teaching best practices and company standards. Followed company policies while demonstrating strong problem-solving skills which contributed to a positive, team-oriented work environment focused on efficiency and customer satisfaction.
- 25-35 hrs./week
Trainer/Coach
TTEC/ USAA
Charlotte, NC
03.2021 - 10.2023
- Trained and supported incoming agents for the bank and actively engaged new hires in a training environment to teach core values, company systems, and procedures to prepare new staff for calls and reach production goals.
- 40+ hrs./week
Banker/MSR
TTEC/USAA
Charlotte, NC
01.2020 - 03.2021
- Performed clerical duties including accounting and data gathering for governmental reports. Identified the financial needs of customers at all levels and worked to find the best solutions for each. Assisted with fraud related incidents and disputes. Analyzed customer information to identify opportunities for growth and expansion of services. Followed legal and regulatory requirements as established by the bank and state/government.
- 40+ hrs./week (5 hours of mandatory OT)
Work Study
CMS Middle Schools
08.2019 - 12.2019
- Volunteered at a specialized behavioral middle school in Charlotte, NC that served students with mental health challenges and exhibiting trauma-related behavioral needs. Assisted teachers with lesson planning, classroom management, and student engagement. Participated in a structured peer mentorship program, providing one-on-one academic and emotional support to assigned students. Helped create a safe and inclusive environment by building positive relationships and modeling appropriate coping strategies. Collaborated with faculty and staff to adhere to individualized behavior intervention plans and de-escalation protocols designed to support students in crisis.
- 10 hrs./week
Paid Intern-Assistant
Green Opportunities
Asheville, NC
06.2018 - 08.2019
- Created, edited, and managed intake documentation for incoming students from diverse backgrounds, including teen and single parents, individuals experiencing homelessness, formerly incarcerated individuals, and those living with mental health challenges. Conducted interviews and outbound phone calls to support student enrollment and program outreach. Supported workforce development by helping connect students to skill-based training in culinary arts and construction trades.
- 40 hrs./week (Two Summers)
Education
BA - Sociology
UNC Charlotte
05.2025
Skills
- Supported account management tasks to maintain client satisfaction
- Assisted in administrative duties to ensure efficient office operations
- Facilitated coaching sessions to enhance team performance
- Utilized Microsoft Office tools to create reports and presentations
- Contributed creative ideas to improve project outcomes
- Applied strategic thinking to solve problems effectively
Timeline
Adult Medicaid Case Worker
McDowell County DSS
08.2025 - Current
Retail Sales Associate
Kohl's
01.2024 - 05.2025
Trainer/Coach
TTEC/ USAA
03.2021 - 10.2023
Banker/MSR
TTEC/USAA
01.2020 - 03.2021
Work Study
CMS Middle Schools
08.2019 - 12.2019
Paid Intern-Assistant
Green Opportunities
06.2018 - 08.2019
BA - Sociology
UNC Charlotte