Joshua Thomas
Department of Family Children Services
Lithonia,GA
12
years of professional experience
Customer-focused professional with over 4+ years of experience in high-volume service environments, including government services, insurance, and hospitality. Proven ability to resolve complex customer issues, manage multiple priorities, and deliver accurate, timely support. Skilled in communication, problem-solving, and maintaining professionalism in fast-paced settings.
Experienced with eligibility determination, client assessment, and regulatory compliance. Utilizes advanced problem-solving skills to handle complex cases efficiently. Track record of effective communication and collaborative teamwork in high-pressure situations.
Results-oriented professional with extensive experience in eligibility determination and client assessment. Proven track record of accurately processing applications and maintaining compliance with policies. Known for collaborative efforts, reliability, and adaptability in dynamic settings.
Work History
Eligibility Specialist
2 Years 5 Months- Determine eligibility for Medicaid (Family, ABD), SNAP (Food Stamps), and TANF programs.
- Process applications, renewals, and case changes in accordance with state policies and guidelines.
- Handle high-volume inbound calls, assisting clients with benefits, case updates, and inquiries.
- Accurately document customer interactions following standard operating procedures.
- Collaborate with Language Line services to assist Limited English Proficiency and sensory-impaired clients.
- Review and verify personal and financial documentation to ensure program compliance.
- Maintain productivity and attendance standards while managing multiple work queues.
- Deliver professional, courteous, and solution-focused customer service.
- Assessed client eligibility for assistance programs to ensure compliance with regulations.
- Reviewed applications and documentation for accuracy and completeness to expedite processing.
Night Auditor
5 Years- Managed front desk operations, including guest check-ins and check-outs.
- Maintained accurate financial records, including daily reports and reconciliations.
- Processed invoices, billing, and payments for guests and vendors.
- Resolved guest concerns promptly to ensure a positive experience.
- Balanced financial transactions and ensured accuracy in nightly audits.
Customer Care Service Agent
1 Year- Handled customer inquiries related to insurance policies and account issues via phone and email.
- Investigated and resolved customer concerns by coordinating with internal departments.
- Provided clear explanations of policy coverage and account details.
- Consistently met or exceeded performance metrics and service standards.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Collaborated with team members to streamline processes, enhancing overall efficiency in service delivery.
Emergency Maintenance Technician
2 Years- Supervised contractors and coordinated maintenance projects across multiple counties.
- Conducted inspections and ensured compliance with safety and operational standards.
- Responded to roadway emergencies and resolved public concerns professionally.
- Managed inventory, equipment, and scheduling of maintenance activities.
- Trained staff on safety procedures and maintenance protocols.
- Evaluated employee performance and provided coaching for improvement.
- Performed routine inspections on roadways and bridges to ensure compliance with safety regulations.
- Conducted preventive maintenance on machinery and equipment, enhancing operational efficiency.
- Assisted in troubleshooting mechanical issues, facilitating timely repairs to minimize downtime.
Shuttle Driver
2 Years- Transported guests safely and efficiently to designated locations.
- Maintained schedules and ensured timely service.
- Provided excellent customer service and resolved passenger concerns.
- Maintained vehicle cleanliness and safety standards.
Education
High School Diploma
High School Diploma
Skills
Customer Service & Conflict Resolution
High-Volume Call Handling
Data Entry & Case Processing
Microsoft Office Suite
Multitasking & Time Management
Team Collaboration & Staff Support
Training & Process Improvement
Data entry
Effective communication skills
Microsoft office
Telephone etiquette
Interviewing
Timeline
Eligibility Specialist
Department of Family Children Services
01.2024 - CurrentRead More
Customer Care Service Agent
State Farm
01.2022 - 01.2023Read More
Night Auditor
Hyatt House
01.2019 - 01.2024Read More
Emergency Maintenance Technician
GA Department of Transportation (GDOT)
01.2018 - 01.2020Read More
Shuttle Driver
Hotel Indigo
01.2014 - 01.2016Read More
Georgia Piedmont Technical College
Read More
Edward Waters University
High School Diploma
Read More
Martin Luther King High School
High School Diploma
Read More