Summary
Overview
Work History
Education
Skills
References
Awards
Timeline
Generic

Sakinah Hummons

Dayton,OH

Summary

Dedicated professional with expertise in customer service, time management, and trend tracking. Skilled troubleshooter and problem solver with a proven track record of building successful solutions. Strong communicator with a background in cultivating positive relationships and consistently exceeding goals.

Overview

25
25
years of professional experience

Work History

JFS Caseworker I, JFS I & II

Montgomery County Job & Family Services
Dayton, OH
09.2018 - Current
  • For the past 5 years I have Interview 7 applicants about their Medicaid, SNAP, or Case applicants per day to determine eligibility for public assistance programs (Medicaid, SNAP, & Cash; compute budgets; verify documents submitted to support public assistance requests; approve or deny applications for public assistance; explain to recipients their rights, procedures, programs, policies, and available services; refer customers to other government or private agencies; review eligibility determination in quality control capacity; determine file accuracy; prepare reports; compute over/under payments; report findings and amounts of improper payments; make referrals to the investigative-recovery unit; conduct in-house and field investigations relative to public assistance
  • Developed digital databases to effectively hold and analyze large amounts of information
  • Helped security identify suspected thieves and merchandise stolen
  • Strategized alternative procedures based on collected data
  • Completed mathematical calculations of income and costs
  • Supported fair and transparent public assistance programs by interviewing and investigating applicants
  • Provide follow-up; produce relative correspondence; receive and investigate complaints related to services provided; prepare and maintain case records; review and retain all relevant documents; prepare notification letters to recipients of suspension, reduction or termination of assistance; prepare documents when necessary to refer customer to another unit; assist customer with completion of assistance or appeal forms; attend hearings; prepare summaries; process corrections; answer routine inquiries, complete special assignments; cooperate with law enforcement agencies; judicial and governmental officials and agencies; testify in court when necessary; maintain investigative records and prepare reports on findings
  • Maintained enrollment spreadsheets for tracking and statistical purposes
  • Triaged high volume of inquiries and assigned cases to personnel for review
  • Reviewed member files for discrepancies and updated electronic records
  • Audited group administration services for enrollment and eligibility records
  • Processed enrollment and service change forms for program participants
  • Managed rolling caseload of eligibility assessments for economic service assistance programs
  • Collected applicant and beneficiary information to make timely eligibility determinations
  • Interpreted and communicated policies and procedures to applicants
  • Obtained outstanding information through professional and timely communication
  • Verified employment data and personal references by reaching out to listed individuals
  • Identified and investigated suspected cases of fraud or abuse of system
  • Helped applicants understand requirements, application procedures and legal rights
  • Scheduled benefits claimants for adjudication interviews to address questions of eligibility
  • Certified recipients to continue receiving benefits based on routine interviews
  • Determined and authorized appropriate amounts of program assistance based on specific applicants' information
  • Maintained impeccable records of assigned cases, using data to determine eligibility and prepare reports
  • Interviewed and investigated applicants for public assistance to gather information pertinent to applications
  • Assisted applicants with obtaining program support or gaining assistance from outside services
  • Answered applicants' questions about benefits and claim procedures
  • Kept records of assigned cases, and prepared required reports
  • Planned study of organizational change, information flow and cost analysis
  • Documented organizational problems and procedures by compiling and modeling data
  • Evaluated functions, work and methods of personnel through observation and interviews
  • Trained workers in updated processes, leading classes and preparing manuals for ongoing support
  • Completed studies and presented findings for review
  • Managed effective implementation, monitoring personnel and reviewing progress
  • Recommended implementation strategies for new systems, procedures and organizational changes
  • Documented findings of studies and prepared recommendations for implementation of new systems, procedures and organizational changes
  • Carried out work problem and procedure studies to assess communication and information flow
  • Approached and solved problems with initiative and sound judgment
  • Documented, researched and resolved customer service issues
  • Kept work and common areas neat and organized to maximize productivity, alleviate potential accidents and promote professional workspace
  • Collaborated positively with peers and other staff members to maintain friendly, supportive and cooperative work atmosphere
  • Identified issues and solutions to eliminate backlog and maximize workflows
  • Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities
  • Performed manual labor tasks to detailed instructions from supervisors
  • Delivered fast and friendly service to handle questions and service complaints
  • Helped office personnel with errands, paperwork and data entry
  • Planned and executed strategies to increase business and drive profit growth
  • Maintained positive work atmosphere through professional communication and results-driven mindset focused on empowering drivers to accomplish objectives
  • Handled daily phone calls and service requests with great client relationship management skills
  • Responded quickly to customer queries through email, phone, social media and corporate website
  • Enhanced customer satisfaction with fast, knowledgeable service
  • Collaborated across departments to resolve customer-related issues
  • Managed customer calls efficiently in fast-paced call center environment
  • Built trusting relationship with customers to better understand needs
  • Handled customer inquiries, payments and service requests
  • Collaborated with colleagues and co-workers to deliver quality customer experience
  • Met personal, team and company goals in customer service environment
  • Followed up with customers to offer additional support and check resolution satisfaction
  • Anticipated needs and resolved problems to keep customers happy
  • Addressed and resolved customer concerns and complaints
  • Processed customer exchanges, refunds and bill adjustments to correct product or service problems
  • Created and entered enrollment applications for new consumers in company database
  • Kept records of customer interactions or transactions, recording details of inquiries and actions taken
  • Collaborated with internal departments to find resolutions and conduct further research on customer account
  • Resolved customers' service or billing complaints by exchanging merchandise, refunding money or adjusting bills
  • Set up customer accounts in system and updated details to reflect current information
  • Updated records with details of customer interactions and transactions
  • Attended regularly scheduled video conferences for team meetings and one-on-one coaching
  • Gathered and verified required customer information for tracking purposes
  • Analyzed call volume and average call time to monitor performance and productivity
  • Referred unresolved customer grievances to designated departments for further investigation
  • Acknowledged and directed customer requests for additional products or services to appropriate licensed representatives
  • Used various tools and resources to identify trend behaviors to improve individual and team performance
  • Conferred with customers by telephone or in-person to provide information about products or services
  • Contacted customers to respond to inquiries or notify of claim investigation results or adjustments
  • Documented all call information according to standard operating policies and procedures
  • Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software
  • Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
  • Navigated multiple computer systems and utilized search tools to find information
  • Supported fellow team members with regular tasks and activities
  • Adapted to operational needs, taking on different roles to support workflow
  • Participated in meetings by sharing concerns and ideas for improvements
  • Assisted newly hired team members by explaining safety requirements and company procedures and protocols
  • Completed assigned tasks under minimal supervision and to desired standard
  • Collaborated closely with coworkers and managers to meet strategic objectives and deliver on targets
  • Offered flexible working schedule and hours to support fluctuations in operational demand
  • Addressed customer needs by responding to specific requests
  • Remained current and informed of company updates from leadership
  • Worked closely with other team members on projects to achieve desired results
  • Worked hard to quickly learn required tasks to maximize performance
  • Boosted production with automation to achieve objectives with lower material and time requirements
  • Organized data and documentation to support accurate business forecasting
  • Tracked and analyzed reports covering budgets, operational activities and department metrics
  • Used administrative and operational expertise to help team meet deadlines and long-term objectives
  • Supported business operations by preparing and processing documentation
  • Handled large and complex data to analyze business operations and needs
  • Enhanced operations as lead on different development and integration projects
  • Developed successful project goals and strategies in collaboration with team members
  • Trained staff in job roles, business policies and industry best practices
  • Evaluated feasibility of proposed measures, employing knowledge of and analytical techniques to break down options
  • Assisted front-line personnel with delivering timely service to customers by expertly managing support needs
  • Enabled strong and consistent team sales with organized schedules and materials
  • Kept accurate inventory records and tracked costs against budget targets
  • Implemented clear policies governing routine and special business operations
  • Recommended and deployed data-driven improvements to systems
  • Improved processes to reduce and streamline workflows and optimize scheduling for business teams
  • Optimized policies to better handle current and expected needs
  • Protected organization in event of emergencies with well-planned crisis management strategies
  • Determined client needs by observing consumers, collecting surveys and analyzing customer feedback
  • Identified and addressed business vulnerabilities in areas governing asset protection and physical security
  • Collaborated cross-functionally to tackle and resolve wide-ranging business issues
  • Verified quality of final work, checking completeness, accuracy and clarity before submission
  • Built system maps showing relationships between sources and warehouse locations
  • Complied with corporate regulations, policies and procedures to maximize safety, security and overall trust in organization and employees
  • Coordinated prevention programs and instructional classes covering different topics
  • Maintained confidentiality of data by following strict information security protocols
  • Trained staff in proper techniques for obtaining, compiling and reporting on health data

Insurance Sales Agent

State Farm Insurance Agent
Dayton, OH
07.2017 - 03.2018
  • Maintain customer accounts and record account information
  • Determined client needs before selecting insurers to underwrite policies
  • Oversee customer financial accounts and process customer adjustments
  • Make product recommendations or services to customers based on their needs and preferences
  • Oversee a team of customer service representatives and ensure they meet monthly quotas
  • Follow communication guidelines, policies and procedures
  • Upgrade and cancel customer accounts by customer request
  • Handle customer complaints and provide alternatives and/or solutions to ensure resolution of complaints
  • Assisted callers with navigating corporate website and self-service options
  • Reach out to customers via email and telephone to verify account information
  • Ensure customers are satisfied with their purchases or service
  • Assist customers in placing orders, fulfilling refunds and handling exchanges
  • Use sales computer technology to maintain customer records and orders
  • Cold call potential customers
  • Inform existing customers of promotions and deals
  • Sought information from clients for claim processing
  • Set up clients with new policies, calculated premiums and established payment methods
  • Helped clients obtain funds via completed and filed policy claims
  • Contacted policyholders and modified plans to reflect changing requirements and preferences
  • Gathered financial resources and needs data from potential clients through interviews
  • Cross-checked and met policy requirements to fast-track request processing
  • Checked compensation and payouts for fairness to clients and insurers
  • Responded quickly to customer queries through email, phone, social media and corporate website
  • Drove customer retention by providing pricing information, delivery updates and account data
  • Collaborated with colleagues and co-workers to deliver quality customer experience
  • Documented, researched and resolved customer service issues
  • Enhanced customer satisfaction with fast, knowledgeable service
  • Handled customer inquiries, payments and service requests
  • Built trusting relationship with customers to better understand needs
  • Answered inbound calls to handle various concerns, set appointments and close sales
  • Met personal, team and company goals in customer service environment
  • Anticipated needs and resolved problems to keep customers happy
  • Delivered fast and friendly service to handle questions and service complaints
  • Addressed and resolved customer concerns and complaints
  • Determined charges for services requested, collected deposits and payments, or arranged for billing
  • Referred unresolved customer grievances to designated departments for further investigation
  • Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software
  • Kept records of customer interactions or transactions, recording details of inquiries and actions taken
  • Collaborated with internal departments to find resolutions and conduct further research on customer account
  • Documented all call information according to standard operating policies and procedures
  • Acknowledged and directed customer requests for additional products or services to appropriate licensed representatives
  • Attended regularly scheduled video conferences for team meetings and one-on-one coaching
  • Updated records with details of customer interactions and transactions
  • Conferred with customers by telephone or in-person to provide information about products or services

Insurance Sales Agent

Farmers Insurance Group
West Chester, OH
01.2017 - 06.2017
  • Contacted policyholders and modified plans to reflect changing requirements and preferences
  • Maintained clients through personalized acquisition and retention strategies
  • Promoted policy sales with explanations of plan features and advantages over competitor products
  • Cross-checked and met policy requirements to fast-track request processing
  • Customized insurance programs for customers to cover target risk types
  • Networked at events and dinners to obtain new clients
  • Determined client needs before selecting insurers to underwrite policies
  • Selected company by requested coverage type to underwrite policy
  • Provided world-class insurance services to existing customer base, boosting client satisfaction and retention
  • Developed new policy quotes and explained requirements and limits to potential policyholders
  • Built loyal clientele and sought out new business
  • Communicated with customers to evaluate assets, lifestyle and financial health to make catered insurance recommendations for individual needs
  • Handled exchanges, returns and refunds
  • Sought information from clients for claim processing
  • Scheduled appointments with prospective customers to provide consultative advice
  • Served as primary point of contact for customer inquiries and questions
  • Used POS systems to calculate and complete customer orders and transactions
  • Offered customers information about products, services, prices and special offers
  • Processed customer transactions according to established policies and procedures
  • Drove sales by identifying customer needs and making product and service referrals
  • Enhanced customer satisfaction with fast, knowledgeable service
  • Answered phones and resolved customer issues and complaints
  • Addressed and resolved customer concerns and complaints
  • Recommended potential products or services to management by collecting customer information and analyzing customer needs
  • Set up customer accounts in system and updated details to reflect current information
  • Updated records with details of customer interactions and transactions
  • Gathered and verified required customer information for tracking purposes
  • Acknowledged and directed customer requests for additional products or services to appropriate licensed representatives
  • Determined charges for services requested, collected deposits and payments, or arranged for billing
  • Contacted customers to respond to inquiries or notify of claim investigation results or adjustments
  • Collaborated with internal departments to find resolutions and conduct further research on customer account
  • Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software
  • Resolved customers' service or billing complaints by exchanging merchandise, refunding money or adjusting bills

Life Insurance Agent

Lincoln Heritage Life Insurance Company
Dayton, OH
09.2014 - 10.2016
  • Maintained partnerships with insurance company representatives and underwriters
  • Educated clients about different whole- and term-life policies available for purchase
  • Scheduled on-site visits and presentations to connect with new, established and potential clients
  • Promoted company products and services across assigned territories through networking and cold calling
  • Gathered financial resources and needs data from potential clients through interviews
  • Set up clients with new policies, calculated premiums and established payment methods
  • Determined client needs before selecting insurers to underwrite policies
  • Checked compensation and payouts for fairness to clients and insurers
  • Promoted policy sales with explanations of plan features and advantages over competitor products
  • Assessed insured property value to calculate premiums and payment period
  • Developed marketing strategies to compete with insurance companies
  • Sought information from clients for claim processing
  • Cross-checked and met policy requirements to fast-track request processing
  • Maintained clients through personalized acquisition and retention strategies
  • Obtained binder coverage after contacting insurers and submitting application forms
  • Customized insurance programs for customers to cover target risk types
  • Increased revenue by converting over [Number] patients per year to whole-life plans
  • Contacted policyholders and modified plans to reflect changing requirements and preferences
  • Acquired new product and service knowledge for promotional efforts and client engagements

Customer Service Representative

Metropolitan Life Insurance
Dayton, OH
10.1999 - 10.2009
  • Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage
  • Processed applications, payments, corrections, endorsements and cancellations
  • Presented and clearly explained insurance policy options to clients based on their needs and goals
  • Anticipated needs and resolved problems to keep customers happy
  • Developed, implemented and monitored new underwriting guidelines for the agency
  • Pursued continuing education and training programs to continue professional development
  • Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
  • Followed up with customers to offer additional support and check resolution satisfaction
  • Delivered fast and friendly service to handle questions and service complaints
  • Collaborated with colleagues and co-workers to deliver quality customer experience
  • Met personal, team and company goals in customer service environment
  • Documented, researched and resolved customer service issues
  • Enhanced customer satisfaction with fast, knowledgeable service
  • Collaborated across departments to resolve customer-related issues
  • Kept records of customer interactions or transactions, recording details of inquiries and actions taken
  • Resolved customers' service or billing complaints by exchanging merchandise, refunding money or adjusting bills
  • Created and entered enrollment applications for new consumers in company database
  • Contacted customers to respond to inquiries or notify of claim investigation results or adjustments
  • Solicited sales of new or additional services or products
  • Addressed and resolved customer concerns and complaints
  • Processed customer exchanges, refunds and bill adjustments to correct product or service problems
  • Built trusting relationship with customers to better understand needs
  • Handled customer inquiries, payments and service requests
  • Managed customer calls efficiently in fast-paced call center environment

Education

Diploma - Political Science

Jefferson High School
Dayton, OH
05.1996

Coursework Towards Life, Health, Property, & Casualty License -

Wright State University
Dayton, OH

Polical - Science -

Hondros College of Business
Dayton, OH

Skills

  • Communication
  • Dedicated
  • Detail-oriented
  • Problem Solving
  • Teamwork
  • Adaptability
  • Time management
  • Interpersonal skills
  • Customer service
  • Sound judgment
  • Customer relations
  • Positive attitude
  • Team leadership
  • Scheduling
  • Basic math abilities
  • Relationship building
  • Work planning
  • Tech-savvy
  • Application support
  • Critical thinking
  • Recordkeeping
  • Attention to detail
  • Math competency
  • Materials organization
  • Analytical thinking
  • Decision making
  • Task Prioritization
  • Project Planning
  • MS Office
  • Clerical Support
  • Organization and Time Management
  • Microsoft Word
  • Networking
  • Problem Resolution
  • Customer Relations
  • Analytical Thinking
  • Cultural Awareness
  • First Aid/CPR
  • Quality Assurance
  • Collaboration
  • Relationship Building
  • Calm Under Pressure
  • Leadership
  • Analytical and Critical Thinking
  • Organizational Skills

References

References available upon request.

Awards

  • Montgomery Job & Family Service Awards
  • Adaptability and Flexibility - Unit 80 (5th Award)
  • Medicaid and Net Application Timeliness (4th Award)
  • SNAP Application Timeliness (8th Award)
  • CSS Queue Leaders (3rd Award)

Timeline

JFS Caseworker I, JFS I & II

Montgomery County Job & Family Services
09.2018 - Current

Insurance Sales Agent

State Farm Insurance Agent
07.2017 - 03.2018

Insurance Sales Agent

Farmers Insurance Group
01.2017 - 06.2017

Life Insurance Agent

Lincoln Heritage Life Insurance Company
09.2014 - 10.2016

Customer Service Representative

Metropolitan Life Insurance
10.1999 - 10.2009

Diploma - Political Science

Jefferson High School

Coursework Towards Life, Health, Property, & Casualty License -

Wright State University

Polical - Science -

Hondros College of Business

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Sakinah Hummons