LaTonya Gilbert

* Working directly with customers applying for assistance through the Comprehensive Energy Assistance Program (CEAP).
* Verifying customer-supplied information and updating the status of applications and additional; documentation needed.
* Managing large amounts of inbound calls promptly
* Following call center "scripts" when handling different topics, and identifying customer's needs.

*Under general supervision, determines program eligibility for individuals applying for assistance through the Comprehensive Energy Assistance Program (CEAP)

*Review applications

*Determine applicant eligibility for participation in the utility assistance program

*Prepare all documentation needed from the application to move the application to the next stage for funding.

*Enter case notes when encountering eligibility review issues to document issue and attempt to resolve applicant

*Interpret dashboards and production reports to determine if action is needed

* Review applications for landlord enrollment

* Determine landlord eligibility for participation in the rental assistance program

* Review tenant rental assistance applications

* Make an eligibility determination for tenants' ability to receive rental assistance

* Generate pledge for assistance in the amounts of rent due to landlords

* Work with landlords to ensure payment issues are resolved in a timely manner if needed

* Follow up with landlords and/or tenants for additional missing documents if needed

* Enter case notes when encountering eligibility review issues to document issue and attempt to resolve with landlords/tenants

* Interpret dashboards and production reports to determine if action is needed

• Prepare documentation for adjustments to customer accounts
• Research, analyze, and resolve customer’s complaints, problems and inquiries
• Collect data and request field investigations
• Maintain and monitor various records of proceedings, as well as original correspondence to customers
• Keep updated records of office expenses and costs
• Ensure company's policies and security requirements are met
• Interpreted management directives to define and document administrative staff processes.

• Ensure front desk is tidy and has all necessary stationery and material
• Train, supervise and support office staff, including receptionists, security guards and call center agents
• Schedule shifts
• Ensure timely and accurate customer service
• Handle complaints and specific customers requests
• Troubleshoot emergencies
• Monitor stock and order office supplies
• Ensure proper mail distribution
• Prepare and monitor office budget
• Keep updated records of office expenses and costs
• Ensure company's policies and security requirements are met
• Interpreted management directives to define and document administrative staff processes
• Established and updated work schedules to account for changing staff levels and expected workloads
• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies
• Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
• Assessed personnel performance and implemented incentives and team-building events to boost morale
• Assisted the General Manager with interviewing potential employees, asking appropriate questions and providing feedback after interviews.

• Supervise the front office team members to ensure efficient and smooth operations for producing excellent feedbacks and guest satisfaction
• Responds in a professional and courteous manner to guests by providing accurate and timely information and services
• Kept accounts in balance and ran daily reports to verify totals
• Performed concierge services for guests as needed
• Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
• Updated customer accounts with add-on room charges, including minibar use and room service bills
• Created lasting relationships with guests that built loyalty and drove hotel revenue
• Maintained financial accuracy by collecting deposits, fees and payments.

• Provided quality care to children in my home
• Maintained all business records and activities of business
• Maintaining and observing environment and children's activities
• Record keeping of individual children on a daily basis
• Communication with parents/guardians on any changes both verbally and written
• Provided emotional and developmental support for children
• Created age appropriate lesson plans.