Paulette Bowen
Augusta,GA
Summary
Dynamic professional with extensive experience at the Florida Department of Children and Families, excelling in customer service and critical thinking. Proven track record in resolving complex client issues and enhancing service delivery. Skilled in data entry and complaint resolution, consistently achieving high customer satisfaction rates through effective communication and collaboration.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
Florida Department of Children and Families.
02.2019 - 03.2022
- Assisted customers with inquiries and provided accurate information about products and services
- Recorded customer interactions in CRM system to ensure effective follow-up
- Resolved customer complaints by actively listening and offering appropriate solutions
- Collaborated with team members to enhance overall customer service quality
- Adapted quickly to changing procedures and product knowledge requirements
Public Benefits Investigator
Florida Department of Children and Families
01.2011 - 01.2019
- Analyzed compliance with regulations in benefit approval assessments.
- Analyzed documentation and benefit records to verify authenticity and accuracy of benefits approved.
- Coordinated with cross-functional teams to resolve discrepancies and improve benefits processing efficiency.
- Determined the amount of savings occurred from corrected benefits and recoupement.
Senior Self Sufficiency Specialist
Florida Department of Children & Families
01.1993 - 12.2010
- Developed comprehensive case plans to address client needs and ensure service delivery.
- Facilitated training sessions for staff on policy updates and best practices in Public Benefits.
- Evaluated program effectiveness and implemented improvements based on feedback and outcomes.
- Facilitated team meetings to boost collaboration among Eligibility worker.
Education
Bachelor Of Business Administration - Business Administration
Medgar Evers College
Brooklyn, NY12.1992
Certificate Of Office Automation - Secretarial Science
New York City College of Technology
Brooklyn, NY06.1988
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Complaint handling
- Conflict resolution
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Client relations
- Professional telephone demeanor
- Call center operations
- Payment processing
- Customer relations
- Problem resolution
Timeline
Customer Service Representative
Florida Department of Children and Families.
02.2019 - 03.2022
Public Benefits Investigator
Florida Department of Children and Families
01.2011 - 01.2019
Senior Self Sufficiency Specialist
Florida Department of Children & Families
01.1993 - 12.2010
Bachelor Of Business Administration - Business Administration
Medgar Evers College
Certificate Of Office Automation - Secretarial Science
New York City College of Technology
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