Nicole Stephens
Greensboro,NC
Summary
Dynamic Income Maintenance Supervisor with a proven track record in employee training, team leadership, and conflict resolution. Committed to fostering a positive work environment and enhancing customer satisfaction through effective communication and collaboration.
Overview
8
8
years of professional experience
Work History
Income Maintenance Supervisor II
Person County Department of Social Services
Roxboro, North Carolina
03.2024 - Current
- Directed and supervised team of 8-10 employees in daily operations.
- Managed team of 8-10 employees, ensuring high productivity and quality standards were met.
- Trained and mentored team members on operational procedures and best practices.
- Conducted performance evaluations to identify training needs within the team.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Resolved conflicts and facilitated communication among team members effectively.
- Assisted in developing training materials for new hires on company policies.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Conducted monthly meetings with team members to discuss upcoming tasks and project deadlines.
- Collaborated with other departments to coordinate workflow processes between teams.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Developed strategies to improve team performance and productivity.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Evaluated individual and team business performance and identified opportunities for improvement.
Income Maintenance Caseworker II
Forsyth County Department of Social Services
Winston-Salem, North Carolina
02.2023 - 03.2024
- Assessed client eligibility for Medicaid programs and services.
- Analyzed public assistance applications and determined eligibility for benefits.
- Conducted interviews to gather necessary information for case determination.
- Processed applications and maintained accurate case records in the system.
- Reviewed and updated case files regularly to ensure compliance with regulations.
- Provided guidance on program requirements and benefits to clients.
- Assisted clients in understanding their rights and responsibilities within programs.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Responded timely to inquiries from clients regarding their benefits status.
Techinical Support Represenative
Spectrum Communications
Greensboro, North Carolina
08.2022 - 02.2023
- Resolved technical issues by troubleshooting equipment and software problems.
- Demonstrated strong problem-solving skills to diagnose and troubleshoot technical issues.
- Resolved escalated customer complaints in a timely manner.
- Assisted customers with inquiries through phone support.
- Documented customer interactions in the support ticketing system accurately.
- Monitored customer feedback to ensure satisfaction levels were met or exceeded expectations.
- Analyzed data from previous interactions to anticipate potential problems before they arise.
- Recommended new products or services that could improve the overall experience for customers.
Income Maintenance Caseworker II
Rockingham County Department of Social Services
Wentworth, North Carolina
12.2021 - 08.2022
- Assessed client eligibility for various assistance programs such as Energy Assistance, Medicaid and Food Stamps.
- Analyzed public assistance applications and determined eligibility for benefits.
- Conducted interviews to gather necessary information for case determination.
- Interviewed applicants for public assistance programs.
- Processed applications and maintained case records, ensuring compliance with program requirements.
- Assessed and documented the financial, medical, and other needs of clients.
- Provided guidance on program requirements and benefits to clients.
- Assisted clients in understanding their rights and responsibilities within programs.
- Assisted clients in completing necessary paperwork for obtaining benefits.
- Monitored client activities to ensure that they were meeting program requirements.
- Granted, modified, denied, or terminated assistance based on thorough eligibility determinations.
- Responded timely to inquiries from clients regarding their benefits status.
- Ensured compliance with applicable regulations and procedures.
- Engaged with diverse clients to provide personalized assistance and support, fostering trust and understanding. from different cultures daily, providing high level of respect and patience with each interaction.
Disputes Specialist
Portfolio Recovery Associates
Danville, Virginia
11.2020 - 12.2021
- Resolved consumer disputes through detailed investigation and analysis of account information.
- Communicated effectively with consumers to gather necessary information for dispute resolution.
- Assisted customers with dispute resolution, providing explanations of the process, account information and answers to inquiries.
- Reviewed account documentation to ensure compliance with industry regulations and standards.
- Collaborated with management to improve dispute resolution processes and protocols.
- Maintained accurate records of all dispute activity on customer accounts.
- Performed administrative duties such as filing documents, creating reports, entering data into databases and updating customer profiles.
- Prepared documentation for arbitration cases related to fraud or other disputed items.
Customer Service Representative
AT&T Mobility
Greensboro, North Carolina
09.2018 - 11.2020
- Resolved customer complaints using effective communication and problem-solving skills.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Educated customers on new products, services, and promotions effectively.
- Managed customer accounts and updated billing information accurately.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Monitored customer orders from placement to delivery from start to finish to ensure timely delivery of goods or services.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided exceptional customer service to ensure customer satisfaction.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
Education
NC Fast Certificate - NC Fast
Rockingham Community College
Wentworth, NC12-2020
High School Diploma -
Dan River High School
Ringgold, VA09-1998
Skills
- Employee training
- Performance evaluation
- Team leadership
- Process optimization
- Operational efficiency
- Safety compliance
- Case management
- Budget management
- Technical troubleshooting
- Customer satisfaction
- Conflict resolution
Timeline
Income Maintenance Supervisor II
Person County Department of Social Services
03.2024 - Current
Income Maintenance Caseworker II
Forsyth County Department of Social Services
02.2023 - 03.2024
Techinical Support Represenative
Spectrum Communications
08.2022 - 02.2023
Income Maintenance Caseworker II
Rockingham County Department of Social Services
12.2021 - 08.2022
Disputes Specialist
Portfolio Recovery Associates
11.2020 - 12.2021
Customer Service Representative
AT&T Mobility
09.2018 - 11.2020
NC Fast Certificate - NC Fast
Rockingham Community College
High School Diploma -
Dan River High School