Nicole Martin

• Assisting with disabled population helping to assist in goal of getting them gainfully employed
• Answering client and vendor calls
• Entering client information into state database
• Scheduling and conducting group orientation to program and answering client questions
• Maintaining working spreadsheets for flow of clients
• Working with other office agencies to coordinate smooth transfers between programs
• Scheduling and maintaining conference rooms
• Setup and ran outreach events in community
• Ordered supplies and kept track of all orders and audited for correctness.
• Maintained office reports and team stats.
• Reporting team stats to management and to the team
• Assisted in running weekly huddles and taking minutes.

• Determined multi program assistance cash aid, Snap benefits as well as Medicaid
• Completed in person as well as phone application appointments with those requesting assistance
• Completed paperwork with clients and determine eligibility following state and federal guidelines
• Adapt quickly to ever changing policies and procedures
• All cases reviewed for completeness following state and federal guidelines
• Completing state mandated reports regarding client applications
• Followed HIPAA rules and regulations per Contra Costa County guidelines
• Investigative interviewing to find required information required per state and federal guidelines
• Assisted with helping front desk, inputting customer information and answering main phone line
• Customer information was scanned and stored electronically
• Worked with newer employees to-ensure work processed per regulations.

• Contra Costa County
• Determined continuing Snap benefits via department manual and computerized systems
• Completed in person interviews as well as phone interviews
• Understanding of regulations necessary to properly evaluate and issue benefits
• Investigative interviewing to find required information required per state and federal guidelines
• Routinely handle complex cases accurately and timely
• Half of work shift was spent on the phone lines at the call center speaking with clients and resolving their case related problems
• Workload increased from an Eligibility Worker II.

• Contra Costa County
• Determined continuing Snap benefits via department manual and computerized systems
• Completed in person interviews as well as phone interviews
• Investigative interviewing to find required information required per state and federal guidelines
• Understanding of regulations necessary to properly evaluate and issue benefits
• Routinely handle complex cases accurately and timely
• Half of work shift was spent on the phone lines at the call center speaking with clients and resolving their case related problems
• Workload increased from an Eligibility Worker I
• Eligibility Worker I
• Contra Costa County
• Determined continuing Snap benefits via department manual and computerized systems
• Completed in person interviews as well as phone interviews
• Investigative interviewing to find required information required per state and federal guidelines
• Understanding of regulations necessary to properly evaluate and issue benefits
• Completed document review while maintaining client confidentiality
• Routinely handle complex cases accurately and timely
• Half of work shift was spent answering client questions over the phone
• Worked with escalated clients, understanding where they are coming from and finding solutions to move forward.

• Conduct audits for departments across the company to determine financial risks within our lending practices.
• Maintaining partnerships with underwriting leads and management including external partners to go over error trends and come up with solutions to help reduce errors.
• Working with internal partners to determine the best practices to set moving forward for the underwriting department.
• Creating resources to help guide advocates work through work items and meet all compliance standards for the company and applicable states.
• Educated employees on specific quality standards and confirmed maintenance of standards.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Fixed identified issues to increase productivity and boost workflows.
• Promoted adherence to quality standards by educating vendors on quality control.
• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
• Report findings from audits within the month and possible changes to implement.

Quality Control Specialist

• Reviewing underwriting deals for completion and errors per company and state guidelines
• Completing tickets for errors found with company resources to help mitigate errors
• Maintaining partnerships with underwriting leads to go over error trends and come up with solutions to help reduce errors
• Working with internal partners to determine the best practices to set moving forward for the underwriting department
• Helping to create and implement changes and best practices for the underwriting department

Verification Customer Advocate

• Transferred from the Why Department to verification
• Approve and reject documents based on company standard
• Reviewed accounts for accuracy in information
• Utilize process guidelines per state and company requirements to make sure minimum requirements are met for registration as well as loan approval
• Work with third parties for outside loan funding and verification of funds
• Place outbound calls to customers relaying required documents and next steps how to move forward in the purchase process
• Working in conjunction With other departments to facilitate a smooth purchase and delivery/ pickup process
• Answering inbound verification calls
• Deescalating customers when the process isn't ideal or their expectations aren't met
• Advocate - Why Department
• Pre-Sale
• Answering calls that came into the queue by customers and outside vendors
• Walked customers through the purchase process and what to expect for their next steps
• Creating accounts and helping customers to find their dream car while providing a great experience the Carvana Way
• Really giving a customer the “Why” and answering all of their questions in a way that they can understand our unique process.
• There were times that calls were not routed to the correct department and we assisted everyone, not handing the customer off and following through
• I partnered with different, departments to make sure customers questions and correct expectations were given.
• I maintained 3.5 or higher customer service score.