Pamela Robertson
Ooltewah,TN
Summary
Proven to enhance team productivity and client satisfaction at the Department of Human Services, leveraging exceptional communication and Microsoft Office skills to streamline processes and support caseworkers. Specializing in policy knowledge and effective teamwork, significantly improved workflow efficiency and compliance, demonstrating adaptability and a commitment to continuous improvement. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
20
20
years of professional experience
Work History
Eligibility Assistant
Department of Human Services
11.2011 - 02.2024
- Assisted caseworkers in managing high-volume caseloads, effectively prioritizing tasks to meet deadlines and maintain efficient workflow.
- Fostered a positive work environment by collaborating effectively with colleagues, sharing knowledge and resources to ensure team success.
- Increased client satisfaction by promptly responding to phone calls, emails, and in-person inquiries regarding application status or other concerns.
- Attended regular professional development workshops to enhance expertise in relevant policies, regulations, software systems, and industry trends.
- Ensured compliance with federal and state regulations by staying up-to-date on policy changes and implementing new procedures accordingly.
- Enhanced team productivity by cross-training in multiple program areas and providing backup support as needed.
- Demonstrated adaptability and flexibility in managing fluctuating caseloads, program changes, and shifting priorities as needed.
- Maintained detailed records of client interactions, inputting accurate data into case management software systems for future reference.
- Conducted comprehensive interviews with applicants to gather pertinent information for determining program eligibility.
- Helped clients navigate through difficult circumstances by connecting them with appropriate community resources and services when applicable.
- Reduced processing errors by maintaining thorough knowledge of program eligibility requirements and diligently double-checking all application materials.
- Provided ongoing support to newly-hired Eligibility Assistants through mentorship, training sessions, and sharing best practices from personal experience.
- Streamlined application processes for clients, ensuring timely completion of necessary paperwork and submission of supporting documents.
- Provided excellent customer service to a diverse client base, addressing concerns and answering inquiries with professionalism and empathy.
- Resolved discrepancies with client applications to verify eligibility.
- Assisted clients with accurate eligibility form, application and document completion.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
- Assisted clients with completion of applications and paperwork.
Secretary
Department of Human Services
12.2007 - 11.2009
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Entered data into system and updated customer contacts with information to keep records current.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues professionally.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
- Utilized advanced software programs for data entry tasks that increased accuracy while minimizing errors.
- Managed incoming and outgoing correspondence, maintaining confidentiality and timeliness.
- Managed sensitive and confidential information with discretion, upholding integrity of executive communications.
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Volunteered to help with special projects of varying degrees of complexity.
Customer Service Representative
Frost Cutlery Company
04.2005 - 12.2007
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
No Degree - Secretarial
Branell College
Chattanooga12.1990
GED -
Central High School
Harrison06.1984
Skills
- Effective communication skills
- Documentation and paperwork
- Verbal Communication
- Microsoft Office
- Data Entry
- Interviewing
- Medicaid knowledge
- Telephone Etiquette
- Program knowledge
- Applicant engagement
- Teamwork and Collaboration
- Multitasking
Timeline
Eligibility Assistant
Department of Human Services
11.2011 - 02.2024
Secretary
Department of Human Services
12.2007 - 11.2009
Customer Service Representative
Frost Cutlery Company
04.2005 - 12.2007
No Degree - Secretarial
Branell College
GED -
Central High School
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