JENNIFER SPROUSE
Stuarts Draft,VA
Summary
Dedicated Benefit Programs Specialist with strong account analysis and problem-solving skills. Proven ability to train and mentor staff, ensuring high-quality customer service delivery and maintaining positive relationships across departments.
Overview
20
20
years of professional experience
Work History
Benefit Programs Specialist IV
Shenandoah Valley Social Services
Verona , VA
11.2023 - Current
- Coordinated with other departments to ensure efficient workflow processes.
- Provided technical support for customers in resolving complex issues.
- Maintained positive working relationship with fellow staff and management.
- Supervised daily customer service operations to ensure high-quality support.
- Trained and mentored staff on effective customer interaction techniques.
- Resolved complex customer inquiries by providing prompt and accurate information.
- Coordinated schedules to ensure adequate coverage during peak hours.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Interviewed, hired and trained staff to meet company objectives.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Provided guidance on benefits policies and eligibility requirements to employees.
- Collaborated with cross-functional teams to streamline benefit processing workflows.
- Maintained updated knowledge of state and federal benefit regulations.
- Provided detailed explanations of benefits to clients during consultations.
- Assessed eligibility of participants for benefits programs based on income, resources and other criteria.
- Implemented changes resulting from legislative updates affecting the implementation of specific benefit programs.
Benefit Programs Specialist II
Shenandoah Valley Social Services
Verona, VA
11.2016 - 11.2023
- Checked accuracy and completeness of benefits applications and documents.
- Monitored data integrity and confidentiality by observing strict regulations and procedures.
- Mentored newly hired employees in benefits department and provided information regarding company policies and procedures.
- Provided detailed information about benefits and limitations of different policies and programs.
- Organized paperwork and checked individual pages for accuracy and completeness.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Conducted interviews with applicants, explaining benefits process and which programs were available.
- Called applicants to set up appointments and explain benefits processes.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Utilized VaCMS, MMIS, Spider, VEC, NADA, VA Lottery site, SVES, Thomas & Company, CCC Verify, & more when inputting applicant information into agency's computer system.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Provided support to management team and unit as needed.
- Assisted front desk and screening staff as needed.
Administrative Office Clerk
Lowe's Home Improvement
Waynesboro, VA
05.2008 - 11.2016
- Executed customer transactions, including deposits, withdrawals, money orders, and checks.
- Coordinated daily cash reconciliation at a high-volume location.
- Handled various accounting transactions.
- Managed daily office operations and maintained organized filing systems.
- Supported administrative tasks, including data entry and document preparation.
- Performed accounts receivable duties, including invoicing, researching chargebacks, discrepancies, and reconciliations.
- Earned management trust by serving as the key holder, responsibly opening and closing the store.
- Preparing documents such as letters, memos, reports and spreadsheets.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Providing clerical support to other departments as required.
- Supported office clerical functions using word processing and other software, email and office machines.
Head Cashier
Lowes Home Improvment
Waynesboro, Virginia
09.2005 - 05.2008
- Supervised cashiers and ensured adherence to company policies.
- Managed cash register operations and processed customer transactions efficiently.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Investigated discrepancies between reported sales figures and actual amounts collected at registers.
- Managed employee scheduling according to availability, forecasted customer levels and labor cost controls.
- Oversaw the processing of large transactions and special orders, ensuring accuracy and customer satisfaction.
- Assisted customers with inquiries and resolved issues to enhance satisfaction.
- Handled returns, exchanges, and refunds in accordance with company policy while maintaining a high level of customer satisfaction.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
- Earned management trust by serving as the key holder, responsibly opening and closing the store.
Education
High School Diploma - Advanced Studies
Stuarts Draft High School
Stuarts Draft, VA06.1998
Some College - No Degree
Blue Ridge Community College
Weyers Cave, VASkills
- Strong account analysis skills
- Excellent problem-solving skills
- Program understanding and advisement
- Computer skills
- Self-sufficient
- Professional phone etiquette
- Customer service-oriented
- Excellent communication skills
- Data management
- Strong leadership skills
- Staff supervision
- Office administration
References
- Kim Irving - Phone (703)434-9969 Email - Kdlyman88@yahoo.com
- Jim Young - Phone (540)414-5425 Email - jwakh@comcast.net
- Jeffery Baska - Phone (540)649-1227 Email - Jeffery.e.baska@lowes.store.com
Timeline
Benefit Programs Specialist IV
Shenandoah Valley Social Services
11.2023 - Current
Benefit Programs Specialist II
Shenandoah Valley Social Services
11.2016 - 11.2023
Administrative Office Clerk
Lowe's Home Improvement
05.2008 - 11.2016
Head Cashier
Lowes Home Improvment
09.2005 - 05.2008
High School Diploma - Advanced Studies
Stuarts Draft High School
Some College - No Degree
Blue Ridge Community College
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