MANDISA GIDDENS
Houston,Texas
Summary
Reliable Work From Home Customer Service Agent known for providing consistent availability and performance metrics. Comfortable applying scenario-driven responses or personally-researched resolutions. Talented at reaching mutually beneficial outcomes even during stressful customer service calls.
Overview
19
19
years of professional experience
Work History
Certified Notary Public
Sweet Mobile Notary Services
04.2017 - Current
- Checked documents and identifying credentials for all parties.
- Followed proper protocol when notarizing documents, verifying signatures and dates for compliance.
- Examined documents for accuracy, completion and compliance before notarizing.
- Checked client identification to maintain compliance with state legal requirements.
Texas Works Advisor
Health and Human Services Commission
07.2010 - 03.2017
- Determined eligibility for Temporary Assistance for Needy Families, Food Stamps, Medicaid and Medicare programs by conducting interviews with clients, documenting information gathered, verifying case data, and explaining program benefits and requirements.
- Used computer-aided guidance packages such as skills assessment tools, career planners, psychometric tests and personal inventories to assist clients in determining strengths and weaknesses.
- Interviewed applicants and explained scope of different available benefits.
- Trained staff on current eligibility requirements and policies.
Second Language Assessor
Houston Community College System
01.2004 - 07.2010
- Prepared and organized testing materials in accordance with individual testing requirements and with established testing protocol and guidelines to administer baseline and progress assessment instruments to students
- Collaborated with the assessment supervisor to ensure assessment policies were followed and reported daily activities to the assessment unit.
Child Support Officer II
Attorney General of Texas
03.2007 - 04.2009
- Assisted consumers with establishing child support by explaining the child support process to consumers, provided most current payment information, explaining delays in payment processing due to holidays and other factors
- Explained the process of cases opened by Health and Human Services Department and the necessary steps to close these cases, finalized child support cases and assisted with daily functions in relation to the Child Support Regional Call Center.
- Interviewed involved parties to confirm facts, verify data and locate persons and financial assets.
- Calculated child support obligations and debts.
- Explained policies, procedures and instructions to parents.
- Performed skip tracing activities to locate absent parents and assets.
Senior Customer Service Representative
Verizon Wireless
03.2006 - 02.2007
- Assisted customers with troubleshooting equipment malfunctions/ issues
- Reviewed bills and processed credits when necessary
- Changed customer’s price plans, ported mobile phone numbers from competitors, and relocated cellular services throughout different regions.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Education
Bachelor of Science Degree - Computer Information Systems
Grambling State University
Grambling, LASkills
- COMPUTER SKILLS
- Typing Speed 50 Words Per Minute
- Apple Macintosh/ Windows PC Computers
- Database Software (Oracle, Access, etc)
- Data Entry Terminal (PDT, Mainframe Terminal, etc)
- Email Software (Outlook, Thunderbird, etc)
- Graphics or Drawing Software (Photoshop, etc)
- Networking or Lan Software (Cisco, etc)
- Peripheral Devices (Scanners, Printers, etc)
- Presentation Software (PowerPoint, Flash, etc)
- Spreadsheet Software (Calc, Excel, etc)
- Word Processing Software (Word, WordPerfect, etc)
- Microsoft Office
- Call Control
- Applicant Interviewing
- Personnel Management
- Administrative Support
- Public Assistance Programs
- Customer Satisfaction
- Telephone Etiquette
- Government Relations
- Eligibility Determinations
- Inquiry Requests
- Call Transfers
- HIPAA Regulations
- Benefits Documentation
- Information Assistance
- Office Meetings
- Effective Communication Skills
- Reading Comprehension
- Clerical Skills
- Timely Processing
- Information Updates
- Financial Assistance
- Customer Accounts Management
- Active Listening and Communication
- Customer Experience
- Customer Interaction
- Data Entry
- Intakes and Assessments
- Procedures Compliance
- Prepare Reports
- Program Knowledge
- Program Eligibility
- Appointment Scheduling
- Application Reviews
- Outbound Calls
- Documentation
- Provider Enrollment
- Paperwork and Documentation
- Client Interviews
- Explaining Benefits
- Customer Inquiries
- Case File Management
Timeline
Certified Notary Public
Sweet Mobile Notary Services
04.2017 - Current
Texas Works Advisor
Health and Human Services Commission
07.2010 - 03.2017
Child Support Officer II
Attorney General of Texas
03.2007 - 04.2009
Senior Customer Service Representative
Verizon Wireless
03.2006 - 02.2007
Second Language Assessor
Houston Community College System
01.2004 - 07.2010
Bachelor of Science Degree - Computer Information Systems
Grambling State University