Jose Luis Tovar Jr.
Los Angeles,Ca
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
21
21
years of professional experience
7
7
years of post-secondary education
Work History
Customer Service Representative
Social Security Administration
Los Angeles, USA
08.2020 - Current
- Delivered quality customer service in fast-paced, high call volume environment, ensuring customer satisfaction.
- Providing information on SSA's policies and procedures and resolving customer questions by identifying the issue and selecting the best option(s) for resolution.
- Identified eligible individuals for various SSA programs through effective screening and interview methods, enhancing program outreach.
- Conducting interviews to determine the nature of the call.
- Determining eligibility for programs administered by SSA.
- Utilized automation tools to efficiently access and update customer information.
- Provided timely service to customers, meeting established performance standards and contributing to overall service efficiency.
- Answering unscreened calls for continuous periods of time on SSA's national 800 number.
Texas Work Advisor II
State of Texas, Health and Human Services
Sulphur Springs, USA
06.2018 - 02.2020
- Interviewed 75 clients a month who applied for programs of TANF, SNAP and Medicaid, determining eligibility.
- Managed phone communications and processed confidential documents, ensuring accurate review and verification.
- Worked under pressure referring clients to programs suited to help them.
- Translated documents from Spanish to English and assisted English and Spanish speakers.
- Referred clients to appropriate programs under pressure, ensuring timely access to support resources.
Quality Control Specialist I
State of Nevada, Department of Welfare
Carson City, USA
03.2015 - 04.2018
- Reviewed 30 sample cases a month for SNAP to determine compliance with State and Federal laws, regulations, policies, and procedures.
- Analyzed the accuracy and validity evidence supporting eligibility decisions and accuracy of benefit designations.
- Identified errors and casual factors; investigated and verified case facts and information and recommend corrective action or compile data for required reports.
- Attended strict monthly deadlines and conduct interviews with recipients of SNAP in order to make determinations on client’s eligibility and resolve discrepancies during an audit.
- Required to present findings and trends in statewide conference calls, management meetings, and other venues as well as present training to field offices.
- Translated documents from Spanish to English and assisted English and Spanish speakers, when completing audits.
Technician I
Department of Motor Vehicles
Reno, USA
04.2014 - 04.2015
- Delivered customer service for driver licenses, vehicle, and occupational licensing programs, ensuring compliance and satisfaction.
- Issued identification cards and registered and titled vehicles, facilitating accurate record-keeping and customer transactions.
- Processed cash transactions for services including identification cards and driver licenses, ensuring efficient and accurate handling of customer payments.
Eligibility Worker II
Department of Public Social Services
Los Angeles, USA
08.2005 - 04.2015
- Interviewed 75 clients monthly for calworks, food stamps, and medical programs, determining eligibility and facilitating access to vital resources.
- Met 30-day deadlines for CalWrks, food stamps and medical cases.
- Certified Bilingual Eligibility Worker for Los Angeles County translated documents from Spanish to English and helped English and Spanish speakers.
- Consistently met 30-day deadlines for calworks, food stamps, and medical cases, ensuring timely assistance for clients.
- Referred clients facing homelessness, domestic violence, trafficking, and substance abuse to appropriate resources, supporting their immediate needs and long-term recovery.
Education
bachelor's degree - Christian Ministry
Regent University
Virginia Beach, Virginia 08.2023 - 05.2025
Associate in arts degree - Liberal Arts
East Los Angeles College
Monterey, California 08.1998 - 05.2001
High School Diploma -
Manual Arts High School
Los Angeles, California 08.1994 - 06.1997
Skills
- Customer interaction
- Customer engagement
- Client service skills
- Bilingual (Fluent in Spanish)
- Issue resolution
- Retention strategies
- Product knowledge
- Service standards
- Organizational skills
- Goal oriented
- Resourceful
- Accuracy
- Computer software applications
- Knowledge of MS Office
- Teamwork
- Leadership
- Morale enhancement
- Quality of work
Timeline
bachelor's degree - Christian Ministry
Regent University
08.2023 - 05.2025
Customer Service Representative
Social Security Administration
08.2020 - Current
Texas Work Advisor II
State of Texas, Health and Human Services
06.2018 - 02.2020
Quality Control Specialist I
State of Nevada, Department of Welfare
03.2015 - 04.2018
Technician I
Department of Motor Vehicles
04.2014 - 04.2015
Eligibility Worker II
Department of Public Social Services
08.2005 - 04.2015
Associate in arts degree - Liberal Arts
East Los Angeles College
08.1998 - 05.2001
High School Diploma -
Manual Arts High School
08.1994 - 06.1997