Tessa Icard
Newton,NC
Summary
Experienced administrative and client services professional with a background in case management, operations coordination, customer relations, and high-volume communication. Strong ability to manage complex workloads, solve problems quickly, and keep workflow organized in fast-paced environments. Skilled in working with confidential information, coordinating across departments, and building strong relationships with clients and team members. Known for being dependable, adaptable, and able to handle both people-focused work and administrative responsibilities with professionalism and efficiency.
Overview
8
8
years of professional experience
Work History
Income Maintenance Caseworker II
Iredell County DSS
Statesville, USA
03.2023 - Current
- Assessed client eligibility for income maintenance programs and benefits.
- Determine eligibility for public assistance programs by analyzing complex financial, medical, and household data.
- Coordinate referrals for medical and community-based services; handle prior authorization requests and ensure proper documentation.
- Successfully manage caseloads up to 120+ clients, ensuring all paperwork was completed accurately and on time.
- Initiated contact with employers, educational institutions and other agencies when necessary to verify information provided by clients.
- Developed strong interpersonal skills while working with a diverse client base.
- Respond promptly to inquiries from clients regarding their eligibility status or application process.
- Maintain confidential records for each client, adhering to state regulations and policies.
Sales Support Rep II
MSC Industrial Supply Co.
Remote, USA
01.2021 - 03.2023
- Handled 80–150 inbound inquiries daily from clients and field reps regarding orders, tracking, and returns.
- Consistently met or exceeded monthly performance targets in a fast-paced, customer-driven environment.
- Created and resolved support tickets in ticketing system, ensuring timely follow-up and resolution.
- Streamlined order placement and resolution processes across phone, email, and online systems.
Loaner Dept. Manager
Randy Marion Chevrolet
Mooresville, USA
06.2018 - 01.2021
- Maintained accurate inventory records, ensuring all vehicles and keys were accounted for at all times.
- Handled escalated customer issues, driving customer satisfaction and repeat business.
- Utilized strong organizational skills to develop efficient processes for managing daily operations.
- Supervised a team of 5 while managing dispatch and inventory of dealership loaner vehicles.
- Led customer service improvements resulting in a 25% increase in client satisfaction scores.
- Utilized computer and point of sale systems for maintaining inventory and managing profit and loss.
Education
CRC Certificate And NC FAST Certificate - Caseworker And NC FAST
Mitchell Community College
06-2019
High School Diploma -
Bandy's Highschool
Catawba, NC06-2015
Skills
- Program & Case Coordination
- Administrative Support
- Client & Customer Relations
- Calendar & Workflow Management
- High-Volume Communication
- Documentation & Compliance
- Team Collaboration
- Conflict Resolution
- Data Entry & Record Management
- Time Management & Multitasking
- Verbal & Written Communication
- Remote Work
- HIPAA Compliance
Timeline
Income Maintenance Caseworker II
Iredell County DSS
03.2023 - Current
Sales Support Rep II
MSC Industrial Supply Co.
01.2021 - 03.2023
Loaner Dept. Manager
Randy Marion Chevrolet
06.2018 - 01.2021
CRC Certificate And NC FAST Certificate - Caseworker And NC FAST
Mitchell Community College
High School Diploma -
Bandy's Highschool