Maria J Gonzalez

• Answered constant flow of customer calls with minimal wait times.
• Assisted customers with registering and setting up appointment to receive the Covid 19 vaccine.
• Used company troubleshooting resolution to find, schedule or reschedule consumers Covid 19 appointments.
• Maintained up-to-date knowledge of Covid 19 vaccine information and requirements
• Worked in the Quality Assurance department making sure all calls were correctly answered, correct and accurate information provided to the consumer and correct disposition code was used.

• Handled inbound and outbound contact in a courteous, timely, and professional manner
• Adhere to Census approved scripts in conducting interviews and completing forms
• Use frequently ask questions (FAQ's) and help text to look up and provide information to inquiries
• Enter data into system application to accurately capture all responses
• Adhere to Title 13 for maintaining confidentiality of Census data.
• Answered up to 150 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.

Primary Job Responsibilities

• Interviewed clients to determine eligibility for Food, Financial, Medical and Energy Assistance programs in accordance with Federal and State regulations
• Determine client's eligibility for multiple public assistance programs, authorize and oversee disbursement of public assistance and provide referrals to community resources
• Identify and respond to client's needs, and provide timely and appropriate customer service
• Comply with accountability requirements by documenting case management and completing determination justifications

Additional Job Responsibilities

• Processed all incoming mail, stamped, scanned and delivered mail to proper department
• Greet clients coming into office, directed them to correct department and helped them fill out program applications on paper or kiosk
• Worked Receptionist window helping clients by scanning information provided to correct department, provided them with information of missing documents, set up appointment via scanner for application, redeterminations or changes

Primary Job Responsibilities:

• Interviewed an average of 60+ clients weekly to gather relevant information
• Used collected information to determine eligibility for Food Stamp, TANF, Medicaid and various other programs in Texas
• Thoroughly explained different programs benefits to clients and answered any questions clients had
• Updated client files as necessary to reflect their eligibility for programs(s)

Additional Job Responsibilities

• Acted as interim supervisor as necessary. Assumed the following supervisor duties such as conducting morning team briefings, handling all personnel/client inquiries, and completing end of day reports
• Mentored new advisors to familiarize them with all different policies,processes, procedures and best practices
• Acted as Health and Human Services Commission representative for health fairs and community outreach events
• Acted as office investigator to prevent program fraud