Paige Morton
Philadephia,PA
Summary
High-achieving, dynamic, and results driven professional with over 15 years of experience in the customer service field, 5 years in human services, and 3 years in leadership. I’m skilled in developing policies, conducting training programs, and fostering a positive organizational culture. Strong expertise in process improvement, performance management, and customer relations. Adept at building strong relationships with employees and management to drive business outcomes and improve overall employee satisfaction. Highly organized with exceptional communication, problem solving skills, and the ability to multitask.
Overview
13
13
years of professional experience
Work History
Human Service Specialist
SC Department of Health and Human Services
11.2018 - 04.2024
- Determines or re-determines Medicaid eligibility according to Medicaid policies and procedures.
- Verifies eligibility information provided by the client using proper sources.
- Completes the required forms to render timely and accurate case decisions using the appropriate payment category and by using federal and state regulations defined by Medicaid policies and procedures.
- Conducts client interviews (as needed) to clarify information and assist clients in verifying information
- Collaborated with interdisciplinary teams to develop individualized service plans for clients.
- Maintained accurate and confidential client records in compliance with agency policies and procedures.
- Conducted comprehensive needs assessments to determine appropriate services and resources for clients.
- Collaborated with community partners to connect clients with resources such as housing, employment, and mental health support.
Administrative Assistant
Personal Touch Communications
06.2016 - 11.2018
- Acted as the point of contact for internal and external clients.
- Responded to inquiries and communication from internal and external stakeholders in a timely and professional manner.
- Provided high-level administrative support, including drafting correspondence, preparing reports, and organizing business documents.
- Handled travel arrangements, expense reports, and other logistical tasks to support seamless operations for senior leadership.
- Managed and maintained executive calendars, coordinating meetings and appointments with efficiency and attention to detail.
- Assisted with event planning and coordination, ensuring successful execution of company events and meetings.
Fraud Resolution Specialist
Experian Consumer Services
12.2015 - 06.2016
- Investigated and resolved fraud cases by analyzing transactional data, identifying irregularities, and implementing corrective actions.
- Reviewed customer accounts and conducted thorough research to assess the validity of fraud claims.
- Communicated effectively with customers, financial institutions, and law enforcement to ensure the timely resolution of fraud cases.
- Collaborated with cross-functional teams to implement fraud prevention strategies and enhance security measures.
- Maintained accurate documentation of fraud cases, evidence, and resolutions in compliance with regulatory requirements.
Customer Support Analyst
Kaiser Permanente
12.2014 - 12.2015
- Managed a high volume of customer inquiries via phone, email, and live chat, consistently meeting or exceeding daily performance targets.
- Resolved complex technical issues by analyzing customer problems, conducting research, and providing timely and accurate solutions.
- Updated and maintained customer records and databases, ensuring accurate and up-to-date information for future reference.
- Collaborated with cross-functional teams to facilitate prompt and effective resolutions to customer issues, escalating to higher levels of support as needed.
- Conducted customer satisfaction surveys and utilized feedback to implement process improvements and enhance the overall customer experience.
Team Lead
Walmart
05.2011 - 12.2014
- Created and organized daily merchandising, including displays of select merchandise in the front entrance, toy department, and lawn and garden department
- Developed and implemented sales strategy under the leadership of the manager, including analysis of previous year sales reports and trends
- Led training sessions on new products, technology, and processes to ensure team members were well-equipped to provide excellent service
- Foster a positive team culture through team-building activities, recognition programs, and open communication channels
- Collaborated with cross-functional teams to implement process improvements that resulted in a 20% increase in productivity.
Education
Master - Healthcare Administration
South University
Columbia, SC08.2021
Master of Science - Human Resource Management
South University
05.2020
Bachelor of Science - Political Science/Sociology
Francis Marion University
Florence, SC12.2013
Skills
- Written and verbal communication
- Data Analysis
- Analytical and Critical Thinking
- Strategic Planning
- HIPPA Compliance
- Process Improvement
- General Management
- Eligibility Determinations
Timeline
Human Service Specialist
SC Department of Health and Human Services
11.2018 - 04.2024
Administrative Assistant
Personal Touch Communications
06.2016 - 11.2018
Fraud Resolution Specialist
Experian Consumer Services
12.2015 - 06.2016
Customer Support Analyst
Kaiser Permanente
12.2014 - 12.2015
Team Lead
Walmart
05.2011 - 12.2014
Master - Healthcare Administration
South University
Master of Science - Human Resource Management
South University
Bachelor of Science - Political Science/Sociology
Francis Marion University
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