Keisha Townsend
Charlotte,NC
Summary
Experienced and proactive professional with a background as an Eligibility Specialist II at the Department of Social Services. Also, brings extensive supervisor/managerial experience and a strong background in customer service, call center operations, the financial industry, and Human Service environments. Demonstrated success in writing and interpreting policies and procedures, resulting in excellent customer service skills and goal achievement. Skilled at effectively communicating with high-profile staff, customers/clients, employees, co-workers, and vendors.
Overview
14
14
years of professional experience
Work History
Eligibility Worker II
Mecklenburg County DSS
06.2017 - Current
- Currently process and rectify Family and Children Medicaid Benefits and Food and Nutritional Benefits for at risk/low-income families
- Process Deductibles for Family and Children Medicaid
- Trained in Adult Medicaid Policy and how to Key/Screen/Pend Adult Medicaid applications
- Trained in processing applications, changes and recertification in Virtual Lobby, Non-Lobby and Lobby Client access points
- Generate, Update, Process and Reconcile NCFAST Caseload Report, Individual Overdue Report
- Process work assigned via Spreadsheets, Special Projects, Electronic Queue, Virtual Lobby and Lobby for Mecklenburg County DSS
- Successfully resolved customers/clients' inquiries and concerns daily
- Process all Family and Children assigned Medicaid and Food and Nutritional Services applications and cases; accurately with 95 percent of the Quality Sampled cases correct
- Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
- Interviewed applicants and explained scope of different available benefits.
- Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
- Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
- Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations.
- Demonstrated attention to detail when reviewing applications for accuracy, completeness, and adherence to guidelines.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Enhanced client satisfaction by providing efficient and accurate eligibility assessments for various social service programs.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Monitored caseloads closely to ensure timely action was taken on all pending applications according to agency guidelines.
- Maximized departmental efficiency by maintaining a well-organized workspace and filing system, ensuring easy retrieval of necessary documents at all times.
- Established rapport with clients through empathetic listening, clear communication, and professional demeanor during interviews.
- Liaised with other social service providers as necessary in order to coordinate support efforts for mutual clients in need of multiple forms of assistance simultaneously.
- Enhanced client self-sufficiency through the provision of referrals to applicable community resources and support services.
- Prevented unauthorized access to sensitive client files by adhering strictly to established security protocols regarding document storage and disposal.
- Reduced errors in case management by consistently updating client information in the database system.
- Collaborated with team members to ensure consistent delivery of services and optimal client outcomes.
- Proactively identified potential fraud cases through diligent review of application materials and referral to appropriate channels for further investigation.
- Expedited case reviews by promptly responding to requests for additional information or documentation from supervisors or other agencies.
- Contributed to ongoing process improvement initiatives by providing valuable feedback on procedures and practices during team meetings and training sessions.
- Processed and certified documents for accuracy and compliance with government regulations.
- Communicated with people from various cultures and backgrounds on application process.
- Resolved discrepancies with client applications to verify eligibility.
- Assisted clients with accurate eligibility form, application and document completion.
- Engaged wider departments in accurate, timely paperwork completion.
- Established databases to track, analyze and automate eligibility application processes.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Assisted clients with completion of applications and paperwork.
- Streamlined application processing times by maintaining thorough knowledge of program rules, regulations, and requirements.
Evening Manager
Delhaize America
06.2016 - 06.2017
- Managed, trained, coached effectively as many as of twenty-five employees as a time
- Hired and onboarded new employees, while continuously training and instructing all staff
- Adequately communicated business expectations while, motivating and training co-workers/new employees
- Conducted regular staff meetings to communicate updates, address concerns, and provide feedback on performance.
- Strengthen the team dynamics, morale but encouraging, acknowledging success, and coaching through miscommunications and misunderstandings
- Implemented inventory management practices to minimize waste and reduce costs.
- Has achieved optimum levels of Customer Service by identifying and resolving customers, clients and vendors questions, concerns, and challenges
- Maintained a clean and organized store environment, contributing to a positive customer experience.
- Excellent at maintaining annual budget, and generating, and reconciled necessary reports related to, staff retention, staff development, customer experiences, loss prevention, and inventory analysis
- Increased sales through effective merchandising strategies and promotional displays.
- Developed strong relationships with vendors, negotiating better pricing options for products and services.
- Oversaw cash handling procedures, ensuring accuracy and accountability among team members.
- Monitored employee performance through regular evaluations, providing constructive feedback as needed to support growth and development.
- Fostered a supportive work environment that encouraged teamwork while empowering individual employees.
- Managed staff scheduling to ensure optimal coverage during peak hours.
- Ensured compliance with company policies and procedures while maintaining high standards of professionalism among staff members.
- Strategically allocated resources to maximize profits while maintaining exceptional service levels during evening hours.
- Identified areas of improvement within the store''s operations; implemented necessary changes leading to increased efficiency.
- Provided excellent customer service, leading by example for team members to follow.
- Facilitated communication between day shift managers and staff, ensuring seamless transitions between shifts for operational continuity.
- Mentored team members, resulting in improved performance and job satisfaction.
- Streamlined evening operations for increased efficiency and productivity.
- Coordinated special events within the store, creating memorable experiences for customers and generating additional revenue streams.
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Managed 40 employees in delivering smooth, productive night shift operations.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Created nightly shift task lists to assign duties to each employee.
- Trained and mentored new and existing staff to achieve best practices.
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Conducted nightly inventory management procedures to track sales and stock levels.
- Maintained accurate delivery, sales and inventory records for good stock management.
- Processed customer orders quickly and accurately to meet dispatch targets.
- Built constructive working relationships to aid staff loyalty, motivation and productivity.
- Coordinated vendor and supplier activity for timely delivery of products and services.
- Assessed and adjusted staffing levels to meet operational demands.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Implemented cost-saving measures to maximize profit margins.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
DSD Region Led Trainer
Delhaize America
05.2014 - 06.2017
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Facilitated team-building exercises to foster collaboration between department members.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Optimized training delivery schedules, accommodating diverse learning styles and work commitments.
- Increased employee competency with creation of targeted skill development paths.
- Revolutionized safety training, significantly reducing workplace accidents.
- Pioneered mentorship program, fostering professional growth and development.
- Designed and implemented continuous learning platform, ensuring knowledge retention and skill development.
- Streamlined onboarding process, reducing new hire ramp-up time.
- Promoted culture of continuous improvement by initiating regular training feedback loops.
- Enhanced training accessibility, converting traditional materials into e-learning formats.
- Engaged with subject matter experts to ensure training content accuracy and relevance.
- Elevated participant engagement by developing interactive training modules.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Provided coaching and mentoring to employees.
- Developed and implemented successful onboarding program.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 15%.
- Worked with vendors to customize courseware to accommodate business needs.
Office Assistant/Cashier
Delhaize America
12.2010 - 04.2014
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Supported onboarding process for new hires, enhancing their integration into team with comprehensive orientation sessions.
- Improved office supply inventory management, reducing unnecessary expenditures by regularly auditing and ordering supplies.
- Ensured operational continuity, providing critical administrative support during staff absences and peak workload periods.
- Input data into spreadsheets and databases.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Coordinated and scheduled meetings and appointments.
- Assisted with onboarding of new employees.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
- Implemented loss prevention strategies, reducing instances of theft at checkout.
- Supported marketing initiatives by setting up and maintaining promotional displays.
- Enhanced shopping experience, provided product information and location assistance.
- Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
- Fostered positive customer relations by resolving complaints and inquiries promptly.
- Improved efficiency, organized checkout area for optimal workflow.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Assisted in inventory management, contributing to reduction in stock discrepancies.
- Enhanced customer service experience by efficiently processing purchases and returns.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
Loan Research Specialist Team Leader
POPULAR COMMUNITY BANK
12.2010 - 06.2011
- Pervious, consulted and advised all applicants on appropriate loan programs, pre-approvals, personal financial information, coordinated the purchasing process with all parties
- Researched/Processed missing payments, processed maintenance requests, payoffs for Personal loans, Car loans, Mortgage loans, Small Business Loans, Home Equity Line of Credits, LSBO' and Commercial loans
- Developed comprehensive research reports, providing actionable insights to stakeholders.
- Enhanced research efficiency by implementing advanced data analysis techniques and tools.
- Streamlined data collection processes for improved accuracy and reduced time spent on manual tasks.
- Adapted work process and methods based on findings and literature review with limited supervision.
- Applied rigorous ethical standards to all aspects of research conduct, maintaining integrity and credibility in results reported.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Assisted in recruitment to build team of top performers.
Education
BA - Sociology
QUEEN'S UNIVERSITY
Charlotte, NC05.2014
Skills
- Supervisor/Manage Employees
- Interview/Process cases
- HR (Recruitment, Training, Policies & Procedures interpreting and writing)
- Customer Service
- Problem Identification & Resolution
- Loan Servicing/Processing
- Accounts Payables
- Inventory Management
- Loss Prevention
- Workflow Process Analysis
- Written and verbal communication
- Application processing
- Appointment scheduling
- Applicant interviews
- Cross-cultural sensitivity
- Benefits programs
- Social program eligibility
- Effective customer communication
- Effective communication skills
- Documentation and paperwork
- Documentation and reporting
Computer Softwares
- Current
- NCFAST
- ISSI
- VMWARE
- Global Protect
- MyTime
- MECKTALENT
- MECKEDU
- MECKWEB
- MyDaysheet
- OnBase
- SAVE
- Alliant
- CISCO IP Communicator
- Microsoft Teams
- Skype-Business/Personal
- ZOOM
- Cisco Webex Meetings
- Unity Client
- Plant Press
- KRONOS
- ACIS
- Peoplesoft
Timeline
Eligibility Worker II
Mecklenburg County DSS
06.2017 - Current
Evening Manager
Delhaize America
06.2016 - 06.2017
DSD Region Led Trainer
Delhaize America
05.2014 - 06.2017
Office Assistant/Cashier
Delhaize America
12.2010 - 04.2014
Loan Research Specialist Team Leader
POPULAR COMMUNITY BANK
12.2010 - 06.2011
BA - Sociology
QUEEN'S UNIVERSITY
Similar Profiles
Tanakia SpinksTanakia Spinks
Middle School Math Teacher at Charlotte Mecklenburg School SystemMiddle School Math Teacher at Charlotte Mecklenburg School System
LATOYA W. CHAMBERSLATOYA W. CHAMBERS
Interim FEI Assistant Director at Durham County Department of Social ServicesInterim FEI Assistant Director at Durham County Department of Social Services
Gerardo PortillaGerardo Portilla
Social Services Supervisor at DSS Mecklenburg CountySocial Services Supervisor at DSS Mecklenburg County