Jordan Heap
Decatur,IL
Summary
Diligent public servant with proficiency in microsoft office programs as well as departmental applications. Confident at going the extra mile to meet the needs of the citizens of Illinois. Passionate about service to people, fulfilling the public's needs grants me satisfaction more than a paycheck can provide.
Overview
12
12
years of professional experience
Work History
Veterans Service Officer
Illinois Department Of Veterans Affairs
08.2019 - 08.2020
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Assisted Veterans with applying for federal benefits, grants and various programs
- Managed over 50 veteran's cases and needs at any given time in the greater McLean county area
- Verified eligibility for benefits for Veterans, Spouses, Widows and extended family
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
Office Coordinator Opt 2
Illinois Department Of Healthcare And Family Services
01.2017 - 08.2019
- Front desk for walk ins regarding child support matters
- Interacted with customers by phone, email, or in-person to provide information.
- Coordinated with various states on interstate cases regarding non-custodial parent's arrears
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Assisted with documentation for states attorney's office regarding child support cases
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
Soldier
United States Army
06.2008 - 08.2014
- Secured and protected military property, assets, and personnel.
- Trained in infantry tactics, weapons and medical procedures for well-rounded field support.
- Hand picked for Personal Security Detachment for 1st Brigade 3rd Infantry Division
- Two time award winner of Army Good Conduct Medal (6 years of service)
- Received Combat Action Badge
- Served as 11C - Indirect Fire Infantryman
- Served as 13F - Forward Observer
- Deployment to Baghdad, Iraq
Education
No Degree - Political Science
University of Illinois At Urbana Champaign
UrbanaSkills
- Customer Inquiries
- Scheduling and Appointment Setting
- Microsoft Office
- Mental Health Crisis Response
- Client Screening
- Prepare Reports
- Case File Management
- Legal Proceedings
- Government Agency Guidelines
- Eligibility Requirements
- Application Processes
- Information Updates
- Providing Feedback
- Educational Programs
- Customer Needs Assessments
- Coordinate Service Referrals
Timeline
Veterans Service Officer
Illinois Department Of Veterans Affairs
08.2019 - 08.2020
Office Coordinator Opt 2
Illinois Department Of Healthcare And Family Services
01.2017 - 08.2019
Soldier
United States Army
06.2008 - 08.2014
No Degree - Political Science
University of Illinois At Urbana Champaign
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