RuChanda Gilliam

• Scan and process drop box and regular daily mail
• Enter and processing applications for clients, file clearing through state benefit systems
• Process return mail
• Process ES&I applications
• SNAP, TANAF, MEDICAID
• Customer Service front desk duties, answering phones
• Gathering report facts, reading and interpreting complex public assistance policies and regulations
• Systems used- VACMS SPIDER, Outlook EXCEL, FUSION
• Entering customer information on applicant forms.

• Short- and long-term substitute assignments across all subject areas
• Taught students of varied academic/age levels and diverse cultural backgrounds
• Communicated with teachers, administrators and parents
• Build a positive rapport with students.
• Followed classroom plans left by class teacher to continue student education and reinforce core concepts
• Upheld classroom routines to support student environments and maintain consistent schedules
• Kept students on-task with proactive behavior modification and positive reinforcement strategies
• Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance
• Maintained day-to-day classroom management and discipline to promote learning initiatives
• Supervised lunchroom and recess activities
• Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes
• Provided instruction for students in core subject areas
• Kept accurate and current attendance records and assignment sheets to maintain file compliance
• Adapted lesson plans and student activities to meet needs of students with special learning needs
• Monitored student progress and provided feedback to students, parents and school administrators
• Followed lesson plans designed by absent teachers
• Enforced school and class rules to maintain order in classroom
• Collaborated with colleagues to develop innovative approaches to teaching
• Developed and implemented engaging lesson plans to accommodate varied student learning styles

• Obtains information required to ensure timely and appropriate processing of claims
• Works with claimants, employers and/or other parties to obtain information and/or documentation to verify eligibility status and/or resolve problems or issues regarding UI benefits
• Collects and enters wage data and status information into an automated claims system, which is used to make determinations on eligibility and proper calculation of benefit entitlement
• Provides administrative and programmatic support, maintains confidential claim files, prepares reports, and responds to inquiries in a timely and professional manner
• Conducts research, reviews claim requests and initiates corrective action to resolve claims problems.
• Followed up with customers on unresolved issues
• Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals
• Responded to inquiries by answering questions, providing information and directing customers to appropriate resources
• Negotiated with other involved parties to arrange settlements for maximum results
• Reviewed new files to determine current status of injury claim and to develop plan of action

Manage travel logistics for one or more attorneys. Answer phones and take messages.

• Organized documents to manage paper and electronic filing systems of clients
• Filed court documents and legal pleadings with court clerk on behalf of attorneys
• Prepared and drafted correspondence and legal forms to maintain smooth communications
• Managed accounts and client records of clients, observing confidentiality, and extreme discretion
• Handled office scheduling and made notes for deadlines, motions, and other important dates
• Worked alongside attorneys, administrative assistants, and fellow legal assistants on complex cases and legal processes
• Scheduled appointments, court appearances, and depositions for busy law firm

• Handled customer service calls incoming and outgoing
• Assisted with filing questions & data entry with tax returns
• Compiled data for tax inquiries
• Handled customer inquiries for various tax questions and customers’ needs.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
• Handled customer inquiries and suggestions courteously and professionally
• Answered constant flow of customer calls with minimal wait times
• Answered customer telephone calls promptly to avoid on-hold wait times
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
• Updated account information to maintain customer records
• Responded to customer requests for products, services, and company information
• Offered advice and assistance to customers, paying attention to special needs or wants
• Provided primary customer support to internal and external customers
• Utilized customer service software to manage interactions and track customer satisfaction
• Tracked customer service cases and updated service software with customer information
• Developed customer service policies and procedures to meet and exceed industry service standards
• Investigated and resolved customer inquiries and complaints quickly
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences

• Conducted analyses and special studies of budget, banking products and/or related information
• Delivered a high level of service through identifying relationship opportunities via matching appropriate products to customers’ needs through cross selling and up-selling financial products
• Migrated customers to alternative banking methods including Lines of Credit, Installment loans, Checking, Savings accounts transactions, fulfilling request for Lien releases, Mortgage Satisfactions
• Performed routine account-related transactions such as opening new accounts, completing account set-up process and performing account maintenance.
• Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours