Joann Ratcliffe
Walkerton,VA
Summary
Devoted liaison between clients, service and benefit providers. Focused on supporting all aspects of recipient registration. Professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing the best possible service. Willingness to take on added responsibilities to assist all teams when in need. Open to improvement and ready to learn and grow with DSS.
Overview
15
15
years of professional experience
Work History
Human Services Assistant I
King and Queen Department of Social Services
08.2023 - Current
- Model's excellent customer service based on agency's policies.
- Maintains coverage of front desk
- Keeps front desk clean, neat, free of clutter, quite and free of workers standing around.
- Enhanced client well-being by providing comprehensive support and coordinating with other service providers.
- Streamlined communication between clients, families, and team members to ensure efficient service delivery.
- Answers phones and screens calls to get them to right team.
- Provide information to client's that call or come into agency including mandated SNAP information.
- Copies all applications, forms and keeps them stocked at front desk.
- Assist clients as needed in filling out applications, renewals, interims and VDSS paperwork. Ensures that services are client focused and accommodates needs of client whenever possible.
- Scan documents to benefits and or family services teams as needed.
- Retrieve, open and stamp mail daily.
- Separate mail, determine what team and benefit worker gets mail, scan documents to case or client ID.
- Handle all outgoing mail
- Issue EBT vault cards and enter information in EBT terminal.
- Attend all meetings and trainings concerning emergency functions.
- Attend all unit and staff meetings.
- Attends all required training as required by VDSS and or recommended by benefit supervisor or agency director.
- Established trusting relationships with clients by demonstrating genuine concern for their well-being and offering non-judgmental support.
- Increased awareness of available community resources by creating informational materials and presenting at local events.
- Continues to learn new task as needed to assist benefit workers as directed by benefit supervisor.
Customer Service Representative
Trust Care Home Medical Equipment
01.2019 - 06.2022
- Took wheelchair referrals and got them to correct ATP.
- Worked with MD office's on getting proper documentation for wheelchair approvals.
- Also worked with Insurance companies on getting wheelchair approvals.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Representative
Richmond Cardiology
06.2009 - 07.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Handled customer inquiries and suggestions professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Scheduled in office test and procedures.
- Scheduled hospital procedures.
- Traveled to different offices as needed.
Education
High School Diploma -
Hermitage High School
Richmond, VA06.2006
CNA - Certificate
Hermitage Technical Center
Richmond, VA06.2005
Skills
- Client support
- Team player
- Flexibility
- Attention to Detail
- Maintaining Client Records
- Customer Service
- Organizational Skills
- Client Advocacy
- Teamwork and Collaboration
- Task Prioritization
- Application Processes
- Data Confidentiality
Timeline
Human Services Assistant I
King and Queen Department of Social Services
08.2023 - Current
Customer Service Representative
Trust Care Home Medical Equipment
01.2019 - 06.2022
Customer Service Representative
Richmond Cardiology
06.2009 - 07.2018
High School Diploma -
Hermitage High School
CNA - Certificate
Hermitage Technical Center
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