Steven Guerrero
Yuma,Arizona
Summary
Mission-focused, highly skilled bilingual professional who uses a strong work ethic to accomplish goals and maintain ongoing learning of programs policies and procedures
Overview
5
5
years of professional experience
Work History
Benefit Eligibility Specialist II
Department of Economic Security
04.2024 - Current
- Full Time 40 Hrs./Wk.
- Supervisor: Lisa Soltero (928)975-9122
- Planned and conducted independent research to gather, analyze, and interpret data, ensuring accuracy and relevance to program objectives and decision-making processes.
- Conducted in-depth in-person and phone interviews to assess applicant credibility, verify information, and identify inconsistencies in applications, ensuring compliance with state and federal regulations. Gathered detailed information regarding household composition, income, expenses, and other eligibility factors to accurately determine qualification for state-administered Medical, Nutrition, and Cash Assistance programs. Evaluated applications by meticulously reviewing supporting documentation, cross-referencing data with state systems, and applying Arizona and Federal policies and regulations to ensure accurate determinations and timely delivery of benefits. Maintained strict adherence to program requirements and procedural guidelines throughout the interview and evaluation process to uphold program integrity and prevent fraudulent activity.
- Performed comprehensive security checks to ensure accurate processing and secure delivery of benefits, including identity verification through HEAplus (Health-E-Arizona) by cross-referencing applicant information with state and federal databases. Conducted thorough employment and income verification using the AZTECS system, analyzing employer-provided data and applicant-submitted documentation to confirm eligibility, prevent fraud, and uphold compliance with state program requirements and regulations.
- Reviewed and verified applicants' immigration status through state and federal systems to determine appropriate interview procedures and eligibility for Medical, Nutrition, and Cash Assistance programs. Conducted comprehensive evaluations of immigration documentation, including visas, residency status, and naturalization records, ensuring strict compliance with federal and state regulations. Applied program-specific criteria to accurately assess eligibility.
- Review and evaluate applications by thoroughly verifying documentation and assessing eligibility criteria. Conducted meticulous daily audits to validate applicant information adherence to program guidelines. Processed and distributed benefits, including Medical, Nutrition, and Cash Assistance, ensuring timely, accurate, and efficient delivery to eligible individuals and families while maintaining program integrity.
- Conducted accurate comprehensive, and well-structured documentation of legal decisions and opinions, ensuring consistency and relevance to each client’s case. Supported accurate benefit determinations by thoroughly outlining case details, verifying compliance with state and federal policies, and providing detailed justifications for approvals or denials. Maintained precision and adherence to procedural guidelines to uphold program integrity and transparency.
- Conducted accurate benefit determinations, including approvals or denials, in full compliance with Arizona state and federal laws. Ensured benefits were issued only to applicants meeting all eligibility requirements by verifying documentation, assessing information, and adhering to established regulations.
Customer Service Representative I
Department of Economic Security
04.2023 - 04.2024
- Full Time 40 Hrs./Wk.
- Supervisor: Alicia Arias (626)625-5646
- Provided information about program eligibility requirements, program rules and regulations, and application procedures.
- Provided advice and technical assistance to professional staff and clients on a wide range of issues related to services, regulation, policies, and procedures.
- Worked closely with clients to determine the nature of their needs and complaints, answer their questions, provide information and guidance, and initiate appropriate action.
- Coordinated communication between clients, families, team members, and regulatory agencies on behalf of the organization.
- Ensured accuracy of all client's demographic information and maintained accuracy of database.
- Performed a wide variety of complex and confidential clerical tasks; handled sensitive and delicate situations; maintain a variety of records requiring classification and filing.
- Compiled, sorted, and verified the accuracy of data before it is entered.
- Greeted visitors and clients in a timely and friendly manner.
- Issue Electronic Benefits Transfer (EBT) cards to clients using AZTEC system.
- Research, copy, scan, fax, filed documents.
- Using AZTEC system, I would check and evaluate client's cases for nutrition and cash assistance; provided them with general Information about their case status.
- Using HEA plus system, I would check and evaluate client’s cases for medical benefits and enter client’s information into the database; provide them with general Information about their case status.
- Initiate and process application through automated systems. Upload and process client’s application and additional required documents onto HEA plus daily
- Log and track information
- Making complex computations and/or computer entries and then analyzing the results; enter and retrieve numerical and narrative data from an automated computer system.
- Screen applications and/or preliminary data for eligibility determination.
- Attend and participate in staff meetings, trainings, presentations and orientations.
- Provide Customer service utilizing interpersonal communication skills; demonstrate professionalism when explaining general information, requirements, and processes.
Framer
Hobby Lobby
06.2020 - 04.2023
- Part-Time, 20+ Hrs./Wk.
- Supervisor: Duston Knisley (928)304-6409
- Communicated with customers by phone or in person, answering questions about products, services, and orders. Processing incoming orders, transactions, and handling order cancellations.
- Resolved product/service issues, troubleshooting problems, providing ongoing technical assistance to customers.
- Processed exchanges, returns, and refunds according to company policies and maintaining 100% customer satisfaction.
- Processed damaged goods in line with store policy. This may involve moving and pricing the item or tagging.
- Kept customers informed about the latest discounts and special offers.
- Ensured shelves were clean and organized and continuously stocked.
- Stayed up to date with new products/services.
- Received shipment of inventory into the warehouse, unpacking and storing product inventory securely.
- Ensured shelves were stocked and maintained clean and organized.
- As a picture framer, I advise clients on the best colors, styles and materials for the mount and frame.
- Provided quotes and timescales for jobs in line with company policies.
- Cut glass to the correct size and affix to frame according to specific measurements, using drill, saw, and hand tools. Assembled frame per specifications in accordance with code, following company’s policies.
- Cut mat boards by hand and computer, using the wizard mat cutter, as well as use a dry mounting machine for mounting photos and prints in mats.
- Using retail management system (RMS) to process orders and taking customer information to make it visual representation of their order to show the customer what their order will look like with mats and frames on it.
Education
Diploma -
Cibola High School
01.2019
Skills
- Leader, trainer, and team builder with extensive operational and administration experience, as well as outstanding analytical and technical acumen
- Committed to fostering a cohesive and productive workplace environment
- Excellent interpersonal relations/oral and written communication skills, along with good listening skills
- Demonstrated ability to prioritize workloads and meet goals and deadlines
- Expert ability to mentor new employees
- Expert ability to submit all required reports in a timely manner in an environment of frequent change and unexpected events
- Expert ability to develop and deliver training
- Team player with impeccable personal and professional integrity
- Resilient, Strong enterprising spirit and character, Innovative thinker, Resourceful
- Expert ability to provide technical direction and guidance to assigned team members
Languages
Spanish
Full Professional
Timeline
Benefit Eligibility Specialist II
Department of Economic Security
04.2024 - Current
Customer Service Representative I
Department of Economic Security
04.2023 - 04.2024
Framer
Hobby Lobby
06.2020 - 04.2023
Diploma -
Cibola High School