Terri Sawyer
Portsmouth,VA
Summary
Highly creative Customer Service Representative with over 20 years of experience to contribute and grow within an organization. Exceptionally hard worker, well-versed in customer relations and building rapport with individuals. Strong communication and interpersonal skills. Adept at building and maintaining relationships, supporting company mission and driving performance through goal attainment.
Overview
14
14
years of professional experience
Work History
Benefits Program Specialist
City Of Portsmouth
Portsmouth, VA
05.2023 - Current
- Interprets, applies, and explains Federal, State, and Local policy and regulations.
- Medicaid and Medicare.
- Determine and re-determine eligibility of individuals and families for one or more state, federal, and local financial assistance programs, including the Supplemental Nutrition Assistance Program. (SNAP): Medicaid for family, children, the elderly, and disabled, and nursing home/community-based care; Temporary Assistance for Needy Families (TANF); General Relief (GR) for unattached children; and Energy Assistance.
- Track and comply with state mandates for timeliness and accuracy compliance for all financial assistance programs.
- Secure and safeguard confidential information from applicants, recipients, and federal reports.
- Identify and assess customer needs to make proper referrals to fraud, social workers, community organizations, mental health, Social Security, and other organizations.
- Interviews persons for assistance to obtain necessary information and re-determination continuing eligibility.
- Explains a variety of programs under the social services umbrella, such as employment services, child support, and child care services.
- Prepares reports and maintains client records.
- Interprets policies and procedures applicable to the various programs.
- Conducted research to evaluate existing benefit plans and provide recommendations for improvement.
- Researched and responded to inquiries from management regarding benefit plan interpretation.
- Identifies potential services needed and makes appropriate referrals to other community resources.
- Explain client responsibilities, rights, and program availability.
- Identified potential fraud using a variety of sources to identify the misuse of benefits program funds, prepared paperwork for hearings, and participated in the hearing proceedings.
- Conducted outreach activities to inform community members about available benefits programs, MCOs, and HMOs.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Maintained updated knowledge by continuing education and advanced training.
Group Home Coordinator
Union Mission
Norfolk, VA
01.2020 - 03.2023
- Developed and implemented home safety plans for clients.
- Provided support to clients with daily living activities such as meal preparation, light housekeeping, and personal care.
- Assisted in creating a positive atmosphere in the home environment by providing companionship and engaging in recreational activities.
- Monitored client medication intake, documented changes in health status, and reported any concerns to supervisor or appropriate healthcare personnel.
- Coordinated transportation services for clients to medical appointments and other community outings.
- Organized resources and identified service providers to assist individuals with their needs.
- Maintained accurate records of client progress including assessments, notes, reports.
- Facilitated communication between team members regarding client care plans.
- Supported family members throughout the transition process of moving into a new home setting.
- Collaborated with case managers to ensure all necessary services are provided promptly and effectively.
- Provided crisis intervention when needed to ensure safe environments for clients.
- Conducted regular visits to assess the quality of life for residents in the home setting.
- Ensured compliance with local laws and regulations related to residential homes.
- Assessed individual abilities of each resident and developed activity programs tailored specifically for them.
- Responded quickly and appropriately during times of conflict or distress within the home setting.
- Participated in weekly team meetings to discuss client progress towards goals.
- Fostered strong relationships between clients and staff through active listening skills and empathy.
- Analyzed client satisfaction surveys to identify areas for service improvement and implement changes.
- Collaborated with healthcare providers to coordinate additional services for clients as needed.
- Conducted regular home visits to assess client needs and ensure quality of care.
- Coordinated with insurance companies to verify coverage and process claims for home care services.
Live Chat/Customer Service Representative
QVC
Chesapeake, VA
07.2010 - 09.2019
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong customer relationships to encourage repeat business.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Sociology
Saint Paul's College
Lawrenceville, VASkills
- Reporting and documentation
- Microsoft Office
- Research and analysis
- Benefits Explanation
- Written and oral communication
- Verbal and written communication
- Benefits interpretation
- Special projects
- Program Management
- Documentation And Reporting
- Relationship Building
Affiliations
- Girls Volleyball and basketball coach at local high school
- Neighbor coordinator for neighborhood youth.
Timeline
Benefits Program Specialist
City Of Portsmouth
05.2023 - Current
Group Home Coordinator
Union Mission
01.2020 - 03.2023
Live Chat/Customer Service Representative
QVC
07.2010 - 09.2019
Sociology
Saint Paul's College
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