Janice Hockett
North Las Vegas,NV
Summary
My mission is to serve in the capacity of a Customer Service Representative. This will allow me the opportunity to utilize acquired knowledge, skills and abilities. I'm a highly-motivated employee with a desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. I'm also adept at working effectively unsupervised and quickly mastering new skills. A compassionate professional with several years of experience in different settings. Skilled at managing multiple cases with great attention to detail and knowledge of local resources. Known for providing caring and comprehensive support to families and children.
Overview
25
25
years of professional experience
Work History
Family Support Specialist II
Dept Health & Human Svcs
Las Vegas , NV
09.2018 - 02.2024
- The Family Support Specialist II (FSS II) with the Division of Welfare and Supportive Services (DWSS) determined eligibility to individuals and families requesting medical, dental, and supplemental food nutrition assistance for themselves and their children.
- I worked remotely from 3/2020 - 6/2023 (call center).
- I gathered information from various resources, such as employment records, bank accts, etc. to make the determination.
- Understood and followed oral and written directions.
- Assisted with customer requests and answered questions to improve satisfaction, with face-to-face interviews, as well as working on phones through the customer call center.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Established positive relationships with clients by demonstrating empathy and understanding.
- Ensured all documentation was accurate and up to date according to agency policies.
Exhibit Services Representative
Sands Expo
Las Vegas, NV
10.2017 - 08.2018
- Responsible for representing the company in a professional manner as the first point of contact in the Business Center, handling our exhibitors' needs, with face-to-face interactions, as well as the Business Call Center
- Provide a high level of customer service to each Exhibitor
- Follow proper phone procedures and etiquette
- Assist customers in placing show orders
- Email or fax show forms to customers requesting them
- Presents resolution to customer order inquiries
- Enter service order data into system including Business Center, Convention Services, Electrical, Internet, Floral, Plumbing, etc
- Enter payment information and charges orders
- Prints work orders when necessary
- Provide high level of customer service on a person to person basis with our exhibitors at the service desk or satellite desk
- Offers assistance to our customers with invoice needs
- Provide support to ensure customer satisfaction surveys data is accurate.
Assistance Payments Supervisor
MI Dept of Health & Human Services
05.1999 - 04.2017
- I was responsible for directing the activities of 15 Assistance Payments Case Managers to provide services to socially and economically disadvantaged individuals.
- I was further responsible for working within general methods and procedures, while exercising considerable independent judgment to adapt and apply guidelines to specific situations. Also responsible for timekeeping, disciplinary actions, and I was on the hiring panel.
- This required me to be knowledgeable of policies, procedures, and regulations related to social services programs, supervisory techniques, and personnel policies and procedures.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
WOC (Working Out of Class) Family Independence Manager 15
MI Department of Health & Human Service
06.2015 - 11.2015
- I was given the opportunity, personally chosen, to serve as the program manager for the Macomb County, MI Mt. Clemens District. I oversaw 150 people at this time.
- In this assignment I had the privilege of overseeing Assistance Payments Programs, as well as overseeing the first line supervisors; My responsibilities included ensuring that program policy was implemented timely and accurately, this was accomplished by directing the activities of Family Independence Managers and Assistance Payments Supervisors to provide services to socially and economically disadvantaged individuals while assisting families in the identification and development of plans for self-sufficiency. Resolved complaint issues for the District.
- Created monthly reports for senior management summarizing operational performance metrics.
- Provided leadership during times of organizational change or crisis situations.
Education
Associates of Liberal Arts -
Wayne County Community College
01.1994
Skills
- MS Office
- Remote Office Availability
- Training & Development
- Problem Resolution
- Teamwork and Collaboration
- Written Communication
- Decision-Making
- Supervision and leadership
- Quality Assurance
- Excellent Communication
- Analytical and Critical Thinking
- Multitasking
- Conflict Resolution
- Organizational Skills
- Computer Skills
- Motivational Interviewing
- Behavioral support
- Case Management
- Eligibility assessments
Timeline
Family Support Specialist II
Dept Health & Human Svcs
09.2018 - 02.2024
Exhibit Services Representative
Sands Expo
10.2017 - 08.2018
WOC (Working Out of Class) Family Independence Manager 15
MI Department of Health & Human Service
06.2015 - 11.2015
Assistance Payments Supervisor
MI Dept of Health & Human Services
05.1999 - 04.2017
Associates of Liberal Arts -
Wayne County Community College
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