Lydia Serrato

• Interview applicants for, and recipients of one or more aid categories, to assist them in the completion and clarification of the application and declaration forms upon which eligibility decisions are based; conduct such interviews in the Department of Public Social Services, by phone, or in private homes, hospitals, nursing homes, and other locations outside of the Department; obtain pertinent information concerning such items as income, other financial resources, and financial obligations/debts from applicants and recipients; obtain additional information to resolve discrepancies in the applications and declarations by telephone, correspondence, or personal interviews.

• Determine eligibility in accordance with established procedures; dictate or record information for case records.

• Interpret program regulations and other pertinent material to applicants, recipients, and the general public.

• Maintain a focus on meeting the needs of internal and external customers; develop and maintain effective relationships with others; relate well to people from varied backgrounds and in different situations; show understanding, courtesy, tact, empathy, concern, and politeness.

• Obtain necessary information during phone and in-person interviews by establishing rapport, explaining the purpose of the interview, responding to customer concerns/questions, and/or asking appropriate follow-up questions.

• Write information, using accurate grammar, in a manner that is clear, well-organized, and follows a logical progression to ensure the writing is tailored to the intended audience or purpose.

• Use external systems, applications, search engines, and databases, including web browsers and web-based information systems to conduct research in order to determine and/or verify eligibility.

• Compute amount of grant authorized and perform other similar required computations.

• Prepare and maintain other documents associated with the eligibility determination process.

• On the basis of observation, or of needs expressed by applicant orally or in specified locations on the applications and declaration forms, refer all applicants and recipients who appear in need of social services to designated social work staff members after completing the appropriate referral forms.

• Maintained high levels of confidentiality while handling sensitive personal information, following strict protocols for data security and privacy.
• Collaborated with team members to resolve complex cases, utilizing expertise in regulations and policies to make informed decisions.
• Promoted a customer-centric approach within the team, emphasizing empathy and understanding when assisting clients with complex eligibility challenges.

• Participate in eligibility technician induction training
• Completed the training with an overall score of 92%
• Learned how to determine eligibility in accordance with established federal, state, and county procedures.
• Facilitated practical application of newly acquired skills through real-world scenarios and role-playing exercises.
• Enhanced trainee experience by developing comprehensive orientation programs and hands-on training sessions.

• Provided efficient and effective customer service within established standards in responding to customers over the telephone and in person.
• Created customer and general
  public inquiries and assisted in resolving complaints about power usage, reviewed average billing plans, and prepared documents for billing investigations as required.
• Received requests for electric service by telephone, in person, electronically, and postal correspondence; prepared orders to disconnect or restore services and completed Service-related changes include notifications for installing, removing, and repairing meters.
• Provided quotes, entered collected deposits on delinquent bills to reconnect service disconnect for nonpayment; reviewed disconnect power accounts to transfer to active
  status or refund or transfer overpayments.
• Received payments for power, balanced
  and totaled cash receipts against computer cash drawer, and prepared daily summary of cash collections.
• I opened the mail, posted billing statements to appropriate accounts, helped in other office support, sections, and unit areas, and worked on special projects as needed.
• I assisted in training new employees by observing and coaching them.

• Fully in charged of all incoming and outgoing mail processed it and distributed among the employees
• Input data in the computer from job sites, machinery they used and equipment
• Filed in Alpha/Numeric, answered phone calls up to six lines
• Processed time cards for employees operated standard office equipment, which included computers, calculators, Xerox machine and fax machine.

• Completed clerical tasks such as filing, copying, and distributing mail.
• Interacted with customers by phone, email, or in-person to provide information.
• Managed daily data entry and kept clerical information accurate and up-to-date.
• Maintained confidentiality in handling sensitive information while performing administrative tasks.
• Maintained and updated office records, both digital and physical.
• 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.
• Scheduling maintenance and landscaping appointments, inputting job site data into the computer, and sending out billing statements to clients who had gardening maintenance at their premises.

• Assisted customers with account information or any questions they had regarding there account
• Advertised bank promotions like credit cards, overdraft protection and other special accounts according to customer needs
• Assisted customers with banking needs and inquiries.
• Executed wire transfers, stop payments and account transfers.
• Handled various accounting transactions.
• Established rapport with new clients to increase satisfaction and loyalty.
• Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
• Disbursed cash and checks accurately while maintaining security of cash drawers.
• Assisted customers with account inquiries, resolving issues promptly and professionally.
• Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
• Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
• Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
• Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
• Assisted with training of new tellers on policies and procedures.
• Conducted regular self-assessments of performance to identify areas for growth or improvement within the role of a Teller.