Melissa Diaz

Employed at HHSC working as Texas works advisor II, currently assisting POM program. Work interviewing clients in English and Spanish, gathering information to complete client case to determine eligibility for Snap, Medicaid and Tanf. I process applications, work with missing information provide by client, and make collateral calls to employers, friends and family members of clients. In this position I attend work on a regular schedule, work cases from TLM, Phone Vic assist, and lobby. I attend my unit meetings, office huddles. During calls I resolve problems and complaints in order to deescalate situations, review and validate missing information utilizing policy to make correct eligibility determination. Sending ISS referrals and OAG referrals. I am responsible to maintain my Stats in EWMS as Pom calls stats.

Started my career at HHSC as EBT Clerk II. Learned about all programs: Snap, Medicaid, Tanf, MEPD. Attending clients inquiries on a daily basis, assisted clients with changes, submitting missing information, reading notices, faxing applications to state portal. I was responsible for DG's reports, triaging task in EWMS, sending EBT card to clients and issuing EBT cards by mail. Worked with Excel, State Portal, Tiers, EWMS.

Bilingual customer service agent in the Deposits department of Bank of America, in this position I have the responsibility in assisting customers with their account inquiries, open disputes for fraudulent transactions, requesting and sending new debit cards, sending and receiving documents with sensitive information, closing accounts, unblocking online banking, and making money transfers between accounts.

Started as Insurance Agent in a office based in Mcallen Tx, learned to work with different car dealerships, car lots, and customers. After a few months got promoted to Insurance Agent floater, this position gave me the opportunity to work everyday all around the Rio Grande Valley and work for all Pronto Insurance agencies. After a year as insurance floater got promoted to Agency Manager, and the company gave me the opportunity to manage the Palmhurst branch, in which I learned how to manage and being responsible for a whole office, and personnel. Worked everyday doing customer service, resolving office issues, doing schedules, calling customers, selling policies, and adjusting policies to customer needs, assisting to managers meetings and making sure the office hit its goals every month.

Worked as a sales associate having a daily and monthly quota. Provided customer service, worked with cash register in opening and closing the daily deposit.

In this company I started as a part time cashier and got promoted to Loan Officer. Worked on the financial department for 7 years 5 months, provided customer service, worked with credit applications, reports, and files. Handled cash register and worked with money, send and received deposits from the bank, prepared money contracts, calculate taxes and interest rates, processed money loans to the employers of the company and customers.