Jennifer Urbina
Avondale,AZ
Summary
Dynamic, results-driven professional with extensive experience in customer service and a strong commitment to continuous learning. Recognized for cultivating positive relationships with colleagues and excelling in both independent and collaborative settings. Proven expertise in office management and administration, optimizing productivity, efficiency, and service quality across diverse environments. Dependable and ethical leader combining advanced organizational, technical, and business acumen to drive operational excellence and enhance employer success.
Overview
17
17
years of professional experience
Work History
Benefits & Eligibility Supervisor
Department of Economic Security
Phoenix, AZ
08.2020 - Current
- Achieved operational excellence in benefits and eligibility units, enhancing public assistance and social service outcomes. Elevated staff capabilities through targeted training and performance management strategies. Drove collaboration with management to establish and refine division goals, policies, and procedures. Improved employee performance metrics through effective oversight and support. Resolved operational challenges during monthly conferences and problem-solving sessions. Maintained adherence to federal guidelines in local office practices. Strengthened workforce through strategic hiring and training initiatives. Ensured case accuracy through diligent reviews and regular Gemba walks and huddles. Fostered professional growth through monthly one-on-one conferences and annual performance evaluations.
Program Service Evaluator 3
Department of Economic Security
12.2016 - 08.2020
- Led client interviews to obtain and verify essential information for public assistance determinations. Proactively addressed client questions and concerns to enhance service delivery. Articulated program benefits, eligibility factors, and procedural requirements for public assistance. Investigated and rectified discrepancies in client information to ensure accuracy. Implemented state policies to authorize, modify, or deny public assistance effectively. Collaborated with team leads on reporting tasks as requested. Managed hourly uploads of lobby drop-off applications to the Arizona Management System. Contributed to the client education team by preparing clients for eligibility assessments. Oversaw daily statistics updates and addressed case-related inquiries. Resolved customer service challenges for both internal and external stakeholders. Coordinated employee engagement and recognition efforts. Actively participated in management huddles and led team problem-solving initiatives as acting supervisor.
- Local Office Manager: Joshua Cosby 623-245-6329
- Supervisor: Melissa Sutton 623-245-6320
Shop Support Center
Service King Collision Repair
04.2012 - 02.2015
- In charge of inbound and outbound calls with customers that have been in an auto accident. Insurances send claim information regarding the customer's auto accident and coverage for collision. Dispatch incoming claims from major insurance companies and send directly to the repair shop in state and out of state. States include; Texas, Tennessee, Arkansas, and Oklahoma. Contact insurance companies to get the assignments for the collision authorization. Job also includes daily Microsoft outlook emails and faxing important vehicle authorization to Tow Companies and insurances.
- Customer Care Director: Joey Clapier (214)-909-1708
- Supervisor: Christie Daniels (615)-809-5135
National Sales & Reservations
U-Haul Moving and Storage
10.2011 - 04.2012
- In charge of taking inbound calls, to help customers make their moving experience a safe and less stressful time for them. Delivering the best customer service to every call that comes our way. Making weekly quotas and passing monitored calls.
- Supervisor: Stephanie (602)-263-6681
General Manager
Domino's Pizza
Phoenix, AZ
04.2009 - 10.2011
- Responsible for all aspects of the store. In charge of daily deposits, cash handling daily, inventory, 16 team members. Responsible for great customer service on phone and in person. Daily emails, excel, Microsoft word, etc.
- Devin Games (480)-375-8083
Education
No Degree - Associate of General Studies
Eastern Arizona College
Thatcher, AZHigh School Diploma -
Desert View High School
Tucson, AZ05.2000
Skills
- Proficient in multi-line phone systems
- Self-driven project management
- Commitment to quality
- Proficient in organization
- Reliable time management
- Strong verbal communication
- Committed and loyal team member
- Experienced with Microsoft Office applications
- Google Drive proficiency
- Task scheduling
- Visual communication
- Excel proficiency
Awards
- Varsity Softball, 1996-2000
- State Champions, 2000
- Varsity Cheerleading, Junior year only
Timeline
Benefits & Eligibility Supervisor
Department of Economic Security
08.2020 - Current
Program Service Evaluator 3
Department of Economic Security
12.2016 - 08.2020
Shop Support Center
Service King Collision Repair
04.2012 - 02.2015
National Sales & Reservations
U-Haul Moving and Storage
10.2011 - 04.2012
General Manager
Domino's Pizza
04.2009 - 10.2011
No Degree - Associate of General Studies
Eastern Arizona College
High School Diploma -
Desert View High School