- Passionate about balancing physical health with mental and emotional wellness
- Committed to improving personal fitness through regular participation in [sport]
- Mindfulness Practices
Lesia Duncan
Knoxville,TN
Summary
Dynamic Eligibility Counselor II with a proven track record at the Department of Human Services, excelling in application assessments and client support. Skilled in effective communication and time management, I enhanced team productivity and streamlined processes, achieving faster benefit approvals while fostering strong client relationships through empathetic listening and problem-solving.
Professional eligibility specialist with strong background in assessing and determining client qualifications for assistance programs. Proven ability to collaborate effectively with teams and adapt to changing needs, ensuring reliable support and impactful results. Skilled in case management, client communication, and regulatory compliance, consistently contributing to organizational goals and client satisfaction.
Overview
9
9
years of professional experience
Work History
Eligibility Counselor II
Department of Human Services
12.2021 - Current
- Enhanced client satisfaction by providing thorough eligibility screenings and assessments.
- Utilized effective time management strategies to balance competing priorities while consistently meeting deadlines.
- Uploaded and submitted verification documents and completed applications.
- Maintained up-to-date knowledge of federal, state, and local regulations related to benefits programs.
- Facilitated referral to community resources to assist with other needs and intricate issues.
- Performed eligibility assistance, case management, referrals or related function.
- Improved team productivity by sharing best practices and offering constructive feedback during staff meetings.
- Collaborated with interdepartmental teams to ensure accurate and timely processing of applications.
- Adapted quickly to changes in policy or procedure by staying abreast of updates within the field of social services.
- Provided exceptional customer service through empathetic listening and clear communication during consultations.
- Prevented fraudulent claims by meticulously verifying client information against supporting documents.
- Connected clients with appropriate resources within the community based on their unique needs, fostering a supportive environment for growth.
- Complied with department, organization and government policies and procedures.
- Assisted individuals and families by collecting required and accurate personal and demographic information to determine eligibility.
- Conducted in-depth interviews with clients to gather necessary information for determining benefit eligibility.
- Streamlined the application process for clients, resulting in faster benefit approvals.
- Educated clients on available resources and support services, empowering them to make informed decisions about their benefits options.
- Supported fellow team members by providing constructive feedback and collaborating on solutions for complex eligibility cases, driving overall team success.
Production Assistant
Denso Manufacturing
04.2018 - 11.2021
- Collaborated with production team to facilitate smooth operations, avoiding disruptions and delays
- Stayed alert, active, and ready to respond to any request at any time using variety of available resources.
- Completed wide range of tasks in diverse filming areas to support operations.
- Maintained a safe and clean work environment, contributing to overall team productivity.
- Assisted in meeting tight deadlines by efficiently coordinating tasks with other team members.
- Reduced production errors through close attention to detail and thorough quality control checks.
- Supported current production needs by moving items between equipment, conveyors, and staging areas.
- Demonstrated adaptability in handling various production roles as needed, enhancing versatility within the team.
- Assisted in producing high-quality products by adhering to strict manufacturing standards and protocols.
Collections Agent
GC Services
07.2016 - 04.2017
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Education
Bachelor of Science - Social Work/ Professional Studies
University of Memphis
Memphis, TN05-2005
Skills
- Verbal communication
- Microsoft office
- Motivational interviewing
- Follow-up skills
- Cross-cultural sensitivity
- Confidentiality
- Interviewing techniques
- Effective communication skills
- Documentation and paperwork
- Data entry
- Interviewing
- Appointment scheduling
- Documentation and reporting
- Knowledgeable in [software]
- Telephone etiquette
- Social services
- Policy interpretation
- Application assessment
- Eligibility procedures
- Applicant support and service
- Income verification
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Effective communication
- Verbal and written communication
- Documentation skills
- Computer literacy
- Cultural sensitivity
- Professional demeanor
- Case file management
Interests
Timeline
Eligibility Counselor II
Department of Human Services
12.2021 - Current
Production Assistant
Denso Manufacturing
04.2018 - 11.2021
Collections Agent
GC Services
07.2016 - 04.2017
Bachelor of Science - Social Work/ Professional Studies
University of Memphis
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