Nina Fortson
Simpsonville,SC
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in high traffic volume and working in 24/7 uptime environment. Multi-talented consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity. Knowledgeable and dedicated customer service professional .Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
28
28
years of professional experience
Work History
OFI ESS III/TANF
Department Of Children And Family Services
07.2023 - Current
- Temporary Assistance for needy families, including working with families to set up counseling child support, family services.
- Assisting in gaining employment and child support for the children.
- Assisting with parents gaining skills for successful employment, and training.
OFI ESS II/ Medicaid Case Manager
Department Of Family And Children Services
12.2022 - Current
- Processed Medicaid applications, PO1, Family Medicaid, and renewals
- Maintain new and revised policies.
- Managed caseload of 12 to 14 cases per day for families in welfare system to provide comprehensive, community-based care.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing clients needs and resolving concerns.
- Offered advice and assistance to client, paying attention to special needs or wants.
- Developed effective relationships with peers, management staff
- Helped high volume traffic, by approaching conversations with positive attitude and effective actions
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Optimized client support by establishing collaborative service environment.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Processed Medicaid applications and renewals.
OFI ESS I / Food Stamp Case Manager
Department Of Family And Children Services
01.2021 - Current
- Maintain new and revised policies.
- Assessed needs of each client and recommended appropriate services and resources.
- Maintained high level of client confidentiality, following strict guidelines and recommendations.
- Screen, interview and Determine eligibility for food stamps.
- Managed caseload of individual clients and couples up to 12 to 14 cases per day.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing clients needs and resolving concerns.
- Offered advice and assistance to client, paying attention to special needs or wants.
- Developed effective relationships with peers, management staff
- Helped high volume traffic, by approaching conversations with positive attitude and effective actions
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Optimized client support by establishing collaborative service environment.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Entered customer interaction details into system to track requests, document problems and record solutions offered.
OFI Economic Support Specialist
Department Of Family And Children Services
02.2016 - 01.2021
- Determined correct services and program resources for individual needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing clients needs and resolving concerns.
- Offered advice and assistance to client, paying attention to special needs or wants.
- Developed effective relationships with peers, management staff
- Helped high volume traffic, by approaching conversations with positive attitude and effective actions
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
- Developed, updated and organized Registered cases and databases to handle customers application, and renewals
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Optimized client support by establishing collaborative service environment.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Cross-trained and provided back up for client service managers.
- Entered customer interaction details into system to track requests, document problems and record solutions offered.
- Schedule TANF and FS (SNAP) appointments.
- Determine expedited applications.
- Schedule appointment for the customer with SDS worker, complete NVRA policy and procedures with application along with copy and attaching verification needed with application.
- Scan documents into UCM and provide customers with resources in the county.
- Maintained impeccable case notes and documented all activities fully in software system.
Generalist
Department Of Family And Children Services
10.2015 - 02.2016
- Organized and maintained supplies to support all operations.
- Delivered expert clerical support by efficiently handling wide range of routine and special requirements.
- Interacted with clients professionally by phone, email or in-person to provide information and directed to desired staff members.
- Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- On day to day basis helped clients with completing applications, registering applications for various programs (SNAP, Medicaid, TANF, Child Care, etc)
Program Assistant
Dover Staffing
04.2015 - 10.2015
- Gathered information and entered details into computer tracking , documents, and databases.
- Prepared clearly written and formatted documents and reports for clients
- Responsible for incoming calls and making calls as delegated supervisor
- Attended to office operations and required paperwork.
Certified Nursing Assistant
Ty Cobb Healthcare System Inc
01.1996 - 01.2001
- Assisted patients with mobility needs, including moving to and from beds, organizing wheelchairs and preparing assistive devices.
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
- Obtained client medical history, including medication information, symptoms and allergies.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Evaluated charting procedures for adherence to best practices.
- Documented vitals and medical histories in patient charts when assessing patients and communicated patient information to physicians and other nurses for care continuity.
Chaplain
Marketplace Ministries Inc.
01.2006 - 01.2016
- Provided spiritual care through visitation, counseling and prayer.
- Comforted family members, offered attentive listening and high level of emotional support.
- Applied knowledge regarding crisis interventions to assist in emergency situations.
- Met with individuals, discussed issues compassionately and determined appropriate type of involvement to meet spiritual needs.
- Provided 24 hour nationwide chaplain emergency care for crisis intervention
- Work closely with management on any emergency situation that employee's may need at the time
Education
High School Diploma -
Elbert County High School
Elberton, GA06.1995
Diploma - Criminal Justice
Athens Technical College
Athens, GA01.2011
Skills
- Information intake
- Customer service and assistance
- Application and renewal processing
- Process improvement
- Business operations
- Adobe, Windows, MS Office Applications, Gateway systems
- Case Management
- Recordkeeping
- Relationship development
- Staff education and training
- Team management
- Multitasking and Organization
- Case documentation and Management
Timeline
OFI ESS III/TANF
Department Of Children And Family Services
07.2023 - Current
OFI ESS II/ Medicaid Case Manager
Department Of Family And Children Services
12.2022 - Current
OFI ESS I / Food Stamp Case Manager
Department Of Family And Children Services
01.2021 - Current
OFI Economic Support Specialist
Department Of Family And Children Services
02.2016 - 01.2021
Generalist
Department Of Family And Children Services
10.2015 - 02.2016
Program Assistant
Dover Staffing
04.2015 - 10.2015
Chaplain
Marketplace Ministries Inc.
01.2006 - 01.2016
Certified Nursing Assistant
Ty Cobb Healthcare System Inc
01.1996 - 01.2001
High School Diploma -
Elbert County High School
Diploma - Criminal Justice
Athens Technical College
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