Jamila Veal
Sauk Village,IL
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Brings proven track record of success in determining eligibility and resolving complex cases. Works professionally with clients to develop and implement successful strategies for maximizing services and benefits. Skilled in problem-solving and identifying solutions meeting clients' needs. Supportive Eligibility Specialist with extensive application engagement and dedicated service skills. Bilingual professional with skill to maintain accurate records, schedule appointments and handle various administrative responsibilities. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Eligibility Specialist position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Eligibility Specialist
Maximus
11.2023 - Current
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Resolved discrepancies with client applications to verify eligibility.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
- Assisted clients with accurate eligibility form, application and document completion.
- Processed and certified documents for accuracy and compliance with government regulations.
- Streamlined application process for clients by implementing efficient case management techniques, improving overall service.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
- Developed strong rapport with clients by effectively communicating complex program requirements and processes.
- Conducted extensive research on available resources to connect clients with appropriate community services and support networks.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Increased efficiency in the review process by proactively identifying potential issues and developing actionable solutions.
- Collaborated with multidisciplinary teams to ensure comprehensive support for clients in need of assistance.
- Developed extensive fact-checking and research skills by continuously reviewing different programs and options.
- Engaged wider departments in accurate, timely paperwork completion.
- Established databases to track, analyze and automate eligibility application processes.
Inbound Stower
Amazon
01.2022 - 03.2023
- Used handheld scanner to sort products onto appropriate shelves daily.
- Continuously pulled items weighing up to 50 pounds off carts and placed on correct shelves.
- Cleared debris and emptied carts from work area frequently to maximize productivity and maintain safety.
- Moved stock and other materials to and from storage and production areas and loading docks.
- Inspected and recorded incoming and outgoing orders for count, damage and dates.
Customer Service Representative
Teleperformance
05.2021 - 01.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Delivery Driver
Amazon
12.2019 - 11.2020
- Transported and safely delivered items to prevent damage or loss.
- Navigated routes with relevant map programs and GPS systems.
- Handled merchandise in accordance with product handling standards.
- Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
- Obeyed traffic laws and follow established traffic and transportation procedures.
- Grouped and routed deliveries according to designated areas to maintain efficient delivery times.
- Delivered rush merchandise on tight schedules to meet customer targets.
- Loaded trucks and safely secured merchandise to prevent damage during transportation.
- Inspected vehicle and maintained gas, oil and water levels.
- Utilized street maps to plan and determine most efficient routes.
- Communicated frequently with dispatch to relay route changes and delays impacting customer delivery timetables.
- Drove vehicles safely, obeying traffic laws and transportation procedures to avoid accidents.
- Loaded and unloaded vehicles at distribution center and delivery address.
- Kept accurate logs of all deliveries and trips.
Assistant Store Manager
Speedway
05.2018 - 11.2019
- Answered customer questions and addressed problems and complaints in person and via phone.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Handled scheduling for store shifts to achieve adequate staffing.
- Maintained inventory by checking merchandise to determine levels.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Coached and developed store associates through formal and informal interactions.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Oversaw coaching and guidance of store employees to foster advancement in work operations.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Customer Service Manager
Walmart
10.2015 - 02.2018
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Monitored phone calls to provide feedback and coaching.
- Evaluated and authenticated returns, exchanges and voids.
- Led team engagement to assist cross-functional departments and achieve goals.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Conducted training and offered staff development opportunities to decrease process lags.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Conducted research and reviewed findings to solve customer issues.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Audited customer account information to identify issues and develop solutions.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Organized client contracts, records and reports to strengthen traceability.
Cashier
White Castle
08.2012 - 06.2015
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Collected payments and provided accurate change.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions and offered product advice.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Worked closely with front-end staff to assist customers.
- Trained new team members in cash register operation, stock procedures and customer services.
- Processed sales transactions to prevent long customer wait times.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Learned roles of other departments to provide coverage and keep store operational.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Helped with purchases and signed customers up for rewards program.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Discounted purchases by scanning and redeeming coupons.
Education
High School Diploma -
Rich South High School
Richton Park, ILSome College (No Degree) - Sterile Processing Tech
Prairie State College
Chicago Heights, ILSkills
- Pattern Recognition
- Problem-Solving
- Data Documentation
- Clear Communication
- Inventory Monitoring and Management
- Organization and Prioritization
- Storage and Supply Management
- Decontamination and Sanitation
- Verbal and Written Communication
- Instrument Cleaning and Sterilization
- Surgical Equipment Tray Preparation
- Sterilizer Testing
- Data Entry
- Effective communication skills
- Microsoft Office
- Telephone Etiquette
- Documentation And Reporting
- Public Assistance
- Appointment Scheduling
- Program knowledge
- Application Review
- Verbal Communication
- Documentation and paperwork
- Social Services
- Eligibility Determination
- Medicaid knowledge
- Applicant engagement
Certification
- Sterile Processing Technician (SPT)
- SPD Training - 2023
- Certified
Timeline
Eligibility Specialist
Maximus
11.2023 - Current
Inbound Stower
Amazon
01.2022 - 03.2023
Customer Service Representative
Teleperformance
05.2021 - 01.2022
Delivery Driver
Amazon
12.2019 - 11.2020
Assistant Store Manager
Speedway
05.2018 - 11.2019
Customer Service Manager
Walmart
10.2015 - 02.2018
Cashier
White Castle
08.2012 - 06.2015
High School Diploma -
Rich South High School
Some College (No Degree) - Sterile Processing Tech
Prairie State College