Ke'sa Hubbard
Silsbee
Summary
Detail-oriented administrative professional with extensive experience in case management and customer service. Proven track record in mentoring new staff and managing complex client interactions. Maintains high standards in documentation and data entry, enhancing operational efficiency through strong organizational and communication skills.
Overview
21
21
years of professional experience
Work History
Eligibility Advisor III
Texas Health and Human Services
Silsbee
10.2010 - Current
- Serves as the acting supervisor in the unit supervisor's absence.
- Serves as a lead worker responsible for mentoring and training of new staff, which includes providing direction, support, and feedback.
- Completes unit reports, special narrative or statistical reports, and responds to complex high profile client complaints.
- Performed a variety of secretarial and administrative duties following established policies
- Answered multi-line phone system and processed incoming and outgoing mail
- Interacted daily with customers by phone and in person to determine eligibility and answer inquiries
- Interviewed clients and documented all gathered and discrepant information. Demonstrated strong customer service and communication skills in all interactions
- Utilized Microsoft Office Suite, including Word, Excel, and Outlook, for daily tasks
- Maintained accurate records and ensured confidentiality of sensitive information
- Prioritized tasks to manage a high-volume workload efficiently
- Provided guidance on health and human services policies and procedures.
- Developed resource materials to assist clients in accessing services effectively.
- Coordinated case management efforts among interdisciplinary teams for efficient service delivery.
- Processed and responded to High priority customer Complaint.
Assembly Worker
Helena Laboratory
Beaumont
12.2009 - 09.2010
- Operated hand tools and machinery for precise assembly tasks in a fast-paced environment.
- Assembled laboratory equipment according to specifications and quality standards.
- Conducted quality checks on assembled products to maintain high standards of accuracy.
- Inspected and measured products to verify compliance with required regulations.
- Performed visual final inspections and documentation prior to assembly, resulting in 100% quality of products.
- Collaborated with team members to complete assembly projects on schedule.
- Trained new employees on assembly techniques and equipment usage to enhance team capabilities.
- Followed safety protocols to create a secure workspace for all assembly operations.
- Inspected and measured products to verify compliance with required regulations
- Packaged and labeled products accurately for distribution
- Packaged and labeled products accurately for distribution.
Correctional Officer
Newton County Correction Facility
Newton
11.2007 - 11.2008
- Supervised prisoners during meals, recreation, work assignments, medical visits, and court appearances to ensure safety and adherence to protocols.
- Patrolled assigned areas to maintain order and discipline
- Conducted regular inspections to ensure safety and security protocols were followed.
- Performed duties of assigned post to maintain facility safety
- Conducted regular headcounts and documented hourly observations
- Wrote detailed reports of incidents and unusual activities
- Documented incidents and prepared reports for administrative review and action.
- Engaged with inmates to foster positive interactions and reinforce compliance with facility rules.
Customer Service Representative
West Telemarketing
Beaumont
07.2005 - 11.2007
- Managed multi-line phone system, efficiently handling high call volume to ensure prompt customer service
- Communicated with clients professionally to resolve inquiries
- Performed account inquiries and processed payments by phone
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Applied troubleshooting techniques to effectively resolve customer issues, enhancing overall satisfaction
- Handled escalated complaints with empathy and effective problem-solving skills.
- Recorded detailed call notes and maintained accurate call center records to support service quality and follow-up
Education
Diploma - High school diploma or GED
Kaplan College
Beaumont, TX12-2009
Skills
- Case management
- Research and analysis
- Customer service
- Document management
- Data entry
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Windows OS
- Task prioritization
- Multi-line phone systems
- Typing proficiency
- Interviewing skills
- Time management
- Team leadership
- Training and mentoring
- Conflict resolution
- Written communication
Timeline
Eligibility Advisor III
Texas Health and Human Services
10.2010 - Current
Assembly Worker
Helena Laboratory
12.2009 - 09.2010
Correctional Officer
Newton County Correction Facility
11.2007 - 11.2008
Customer Service Representative
West Telemarketing
07.2005 - 11.2007
Diploma - High school diploma or GED
Kaplan College