Olivia Palos
Buda
Summary
Detail-oriented professional with two years of experience in State Government, specializing in eligibility determination for state and federal assistance programs including Medicaid and Social Security Disability. Proficient in Microsoft Suite, utilizing Word for documentation, Excel for data management, and Outlook for scheduling and communication. Skilled in maintaining confidentiality and security of records while effectively communicating with diverse stakeholders to ensure case progression.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Texas Disposal Systems
06.2024 - Current
- Experience working on a consolidated hotline to resolve customer complaints
- Research company database to review issues, escalate emails for mitigation and provide solutions to customer's concerns
- Collaborate with various departments to produce and review electronic records of client services to determine final complaint resolution
- Document in the company database to communicate actions taken on customer account
Disability Specialist I (DSI)
Social Security Disability Determination Services
06.2023 - 05.2024
- Achieved efficient case processing by collaborating with claimants and doctors.
- Analyzed medical records to determine eligibility for disability benefits.
- Facilitated communication among vendors, legal representatives, and teammates during case assessments.
- Maintained thorough documentation of case actions for clear eligibility determination.
- Streamlined processes by ensuring all team members understood next steps.
Shift Manager
Dog Haus Biergarten
06.2021 - 05.2023
- Ensured a clean and healthy restaurant environment by guiding team members in daily tasks.
- Implemented sanitation protocols that enhanced customer safety and satisfaction in dining areas.
- Conducted regular inspections to maintain cleanliness standards and address any issues immediately.
- Trained staff on proper cleaning techniques to uphold health regulations and improve efficiency.
- Monitored compliance with health codes, contributing to a safe dining experience for patrons.
- Facilitated team meetings to discuss cleanliness goals and reinforce accountability among employees.
- Promoted a culture of cleanliness that positively impacted customer reviews and repeat business.
Texas Works Advisor
Texas State Health and Human Services
11.2021 - 07.2022
- Maintained records for clients applying for Medicaid or the Supplemental Nutrition Assistance Program (SNAP) to ensure they received all applicable benefits
- Documented client cases to provide enough detail to allow for others to properly review and grant/extend benefits
Education
Bachelor of Science - Criminal Justice, Psychology
Texas A&M University - Corpus Christi
08.2021
Skills
- Proficient communicating, both verbally and in writing
- Experienced in collaborating with a team to ensure objectives were clear, and production needs were accomplished
- Experienced in management and leading a team of 12 to ensure business needs were met to maintain successful operations
- Experienced in the supervision and training of staff in various positions to provide stability and supply opportunities for growth within the workplace
- Mitigated team concerns to establish cohesiveness and effective communication
Communication:
Leadership:
- Experienced in effectively at assessing situations quickly to identify the best possible solution in a timely manner
- Excelled at utilizing time effectively to allow for the completion of various tasks ahead of schedule using Microsoft Suite such as Teams, Outlook, One Note and Excel, while also providing quality results
- Proficient at multitasking to guarantee time sensitive assignments were accomplished
- Demonstrated courteous, conscientious, and professional behavior in different workplace environments
Problem Solving:
Time Management:
Professionalism:
Accomplishments
Texas Disposal Systems:
In July 2025, recognized by the Dripping Springs City Council for exceptional customer service and professionalism.
Health and Human Services Commission:
Received recognition from Supervisor at HHSC for properly completing 40 cases in a single day while still in training.
Received recognition at HHSC for successfully completing 1,000 cases within 8 months of employment.
Dog Haus Biergarten:
Received employee of the month numerous times for work ethic, and excellent customer service. Was hired as a supervisor within a week of employment.
Timeline
Customer Service Representative
Texas Disposal Systems
06.2024 - Current
Disability Specialist I (DSI)
Social Security Disability Determination Services
06.2023 - 05.2024
Texas Works Advisor
Texas State Health and Human Services
11.2021 - 07.2022
Shift Manager
Dog Haus Biergarten
06.2021 - 05.2023
Bachelor of Science - Criminal Justice, Psychology
Texas A&M University - Corpus Christi