Rhonda Byars Hopson
Minneapolis,MN
Summary
Experienced human services representative with successful track record in customer service relations and call center operations. Excellent oral and written communication skills with supervisory and team lead experience. Expertise in identifying and implementing opportunities in improvement of core customer service delivery including performance management, performance planning and the development process.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Human Services Representative, Senior
Hennepin County Department of Human Services
Minneapolis, MN
09.2013 - Current
- Determining client eligibility for multiple federal, state, and local public assistance programs; recalculate ongoing benefit amounts required by changes in client status by reviewing and verifying client information, preparing budgets and related documents, and calculating benefit amounts in accordance with benefit standards
- Using a variety of county and state computer systems to access client and case data; entering data, processing, approving, and issuing benefits
- Effectively communicating complex program requirements, expectations, and timeframes to a diverse range of clients in person, over the phone, and in writing; communicating eligibility determinations to clients explaining program guidelines
- Created and facilitated events for onboarding team
- Determining eligibility for Medicaid program for elderly and disabled residents
- Quality and quantity of case load exceeds standard average.
- Conducted data analysis of program performance and outcomes, identified areas for improvement, and recommended solutions.
- Assessed client needs, identified appropriate resources, and provided case management services.
- Coordinated with other human service providers to ensure continuity of care for clients.
- Trained staff on best practices related to program policies and procedures.
- Organized meetings and events to promote collaboration among various stakeholders involved in the programs.
- Monitored trends in the field of human services, including innovative approaches or new regulations that may impact programming decisions.
- Coached staff on how to effectively engage with clients while providing a safe environment conducive to positive change.
- Reviewed client files regularly for accuracy and completeness according to established standards.
- Obtained income, asset and financial information to determine program eligibility.
- Attended meetings and participated in staff development training activities.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Master of Business Administration - Human Resources
Columbia Southern University
Bachelors of Business Administration - Human Resources and Organizational Management
University of North Alabama
Human Resources Fundamentals, Affirmative Action and the EEO, Strategic Management -
HRCI Professional in Human Resources Certification Courses
Skills
- Microsoft Office
- Excel
- Word
- Access
- PowerPoint
- SAP
- Oracle
- AS400
- 65 wpm typing speed
- Data entry 12,200 ksph
- Needs Analysis
- Customer Support
- Records Management
Timeline
Human Services Representative, Senior
Hennepin County Department of Human Services
09.2013 - Current
Master of Business Administration - Human Resources
Columbia Southern University
Bachelors of Business Administration - Human Resources and Organizational Management
University of North Alabama
Human Resources Fundamentals, Affirmative Action and the EEO, Strategic Management -
HRCI Professional in Human Resources Certification Courses