PAULINE FERGUSON
San Jose,CA
Summary
Detail-oriented and dedicated professional with a strong background in analyzing and evaluating financial, personal, and social information and data for public assistance programs. Seeking an Associate Governmental Program Analyst position to leverage skills in data analysis, policy evaluation, and strategic planning for effective public service delivery.
Overview
7
7
years of professional experience
Work History
Eligibility Worker II
County of Santa Clara
San Jose
07.2017 - Current
- Analyzed client data, evaluated, and verified financial, personal, and social information to determine eligibility and benefit levels for public assistance programs
- Computed and authorized recipients' benefits, ensuring accuracy and adherence to program guidelines
- Initiated and updated budgets, records, and other documents in a timely manner
- Organized workload independently to meet specific time limits, ensuring high-quality work output
- Exceeded caseload maintenance expectations while exclusively teleworking, as well as in a hybrid and in office environment
- Maintained and updated manuals, handbooks, and case management listings for effective caseload management
- Conducted interviews with applicants and recipients, eliciting essential information and providing assistance in form completion and verification processes
- Documented information received including determinations, referrals, agreements, and supplementary comments, recognized problems requiring referrals to appropriate services or agencies
- Contacted individuals, public and private agencies, businesses, and other sources to verify eligibility data or clarify documentation discrepancies
- Attended training sessions to stay updated on program policy changes and enhancements
- Implemented program regulations, policies, and procedures for applicants, recipients, and the general public.
Customer Retention Specialist
Hightail Inc.
- Utilized outgoing and friendly personality to understand customer issues and recommend alternative products and offers to customers considering cancellation
- Identified and suggested upsell opportunities or new products to customers, enhancing revenue streams
- Conducted regular research and analysis on competition pricing and service offerings to provide competitive price and product comparisons to customers
- Educated customers on product features, service offerings, billing, and charges to enhance their overall experience
- Leveraged technical and troubleshooting abilities to prioritize and resolve customers' technical issues promptly
- Resolved customer billing issues efficiently, ensuring accurate and satisfactory resolution
- Maintained and tracked detailed records for all customer interactions in the corporate CRM system (Zendesk)
- Provided management and coordination skills to ensure customer satisfaction in various situations.
Customer Service Representative
Mariani’s Inn & Restaurant
- Provided exemplary customer service for corporate housing customers, ensuring their needs and concerns were addressed promptly and effectively
- Resolved customer billing issues efficiently, demonstrating strong problem-solving skills
- Managed heavy phone lines, handling multiple inquiries and providing timely assistance to callers
- Analyzed and resolved customer service problems to enhance overall customer satisfaction
- Developed hotel group booking sales leads, contributing to revenue growth
- Maintained and updated customer information and potential lead data, ensuring accurate and current records
- Built and nurtured relationships with existing customers through the delivery of excellent customer service
- Established rapport with customers, fostering ongoing business relationships to drive customer loyalty
- Created new business opportunities from existing relationships through outbound activities such as calls and emails.
Elementary School Teacher
School Name
- Planned, prepared, and delivered engaging instructional activities aligned with standards-based curriculum
- Ensured the achievement of course and school-wide student performance goals through effective teaching methodologies
- Monitored and assessed academic progress, providing timely feedback to students for continuous improvement
- Maintained a safe and orderly classroom environment conducive to successful learning experiences
- Identified under-performing students and implemented targeted teaching strategies to bring them up to grade level
- Participated actively in ongoing training sessions to stay updated with the latest educational methodologies and best practices
- Created dynamic lesson plans and adapted them throughout the year to meet the evolving needs of the students
- Maintained accurate student records and grade books, ensuring efficient administrative processes
- Graded papers and performed other administrative duties as needed for effective classroom management
- Integrated competencies, goals, and objectives into lesson plans to enhance student learning outcomes
- Provided individualized tutoring to students, addressing their unique learning needs and challenges
- Established and communicated clear objectives for all learning activities, fostering a focused and goal-oriented classroom environment
- Prepared and distributed required reports, ensuring transparency and communication with all stakeholders.
Substitute Teacher
School Name
- Instructed students and seamlessly assumed all duties and responsibilities of a regular teacher during their absence
- Conducted assessments to evaluate student development, providing constructive feedback to encourage continuous improvement
- Managed the learning environment, fostering a positive and engaging atmosphere conducive to effective learning
- Maintained discipline and ensured the safety of students at all times, prioritizing a secure and supportive classroom environment
- Successfully executed instructional responsibilities in the absence of regular teachers, maintaining continuity in learning
- Created a positive and inclusive learning environment that promoted student engagement and participation
- Effectively managed student behavior, ensuring a disciplined and safe classroom atmosphere conducive to learning.
Truancy Intervention Specialist
TABS Center, City of San Jose
- Processed truant students brought to the TABS center by patrol officers, ensuring a systematic approach to intervention
- Conducted interviews with truant students, eliciting personal information to gain insights into their circumstances
- Evaluated students' situations and referred them to appropriate social services agencies for further assistance
- Collaborated with social services agencies to provide comprehensive support, aiming to reduce truancy and daytime burglaries in the City of San Jose
- Released truant students to their respective schools or entrusted them to their parent/guardian after intervention and assessment
- Actively contributed to the overarching goal of reducing daytime burglaries by addressing the root causes of truancy and providing necessary support
- Successfully processed and intervened with truant students, contributing to a reduction in daytime burglaries in the City of San Jose
- Established effective partnerships with social services agencies, ensuring comprehensive support for students facing various challenges.
Education
Bachelors of Science Criminal Justice Administration -
San Jose State University
01.2004
Skills
- Strong analytical and evaluative skills
- Proficient in computing and authorizing benefits
- Excellent organizational and time management abilities
- Skilled in data entry and problem-solving related to computer data
- Effective communication and interpersonal skills
- Detail-oriented and focused on maintaining high-quality work
- Familiarity with program regulations and policies
- Outgoing and inquisitive personality
- Strong sales and upselling skills
- Technical and troubleshooting abilities
- Competitor research and analysis
- Exceptional customer service and communication skills
- Detail-oriented with strong organizational skills
- Proficient in using CRM systems, particularly Zendesk
- Effective problem-solving and conflict resolution skills
- Proficient in [Software]
- Knowledgeable in [Software]
- Policy Interpretation
- Cultural Competency
- Documentation and Reporting
- Effective Customer Communication
- Policy Knowledge
- Confidentiality
- Interviewing Techniques
- Written and Verbal Communication
- Telephone Etiquette
- Effective Communication Skills
References
Available upon request.
References
References available upon request.
Timeline
Eligibility Worker II
County of Santa Clara
07.2017 - Current
Customer Retention Specialist
Hightail Inc.
Customer Service Representative
Mariani’s Inn & Restaurant
Elementary School Teacher
School Name
Substitute Teacher
School Name
Truancy Intervention Specialist
TABS Center, City of San Jose
Bachelors of Science Criminal Justice Administration -
San Jose State University
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