Hi, I’m
Theylinn Garcia
Eligibility Worker Supervisor
Rancho Cucamonga,CA
Summary
A determined bi-lingual employee with over 10 years spent coordinating application processes to meet required timeframe, and over 15 years of Customer Service experience. Offering dynamic administrative and time management talents. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate with strong organizational skills eager to secure entry-level supervisor or lead position. Ready to help team achieve company goals.
Overview
16
years of professional experience
Work History
San Bernardino County Transitional Assistance DepartmentOntario, CA
Acting Eligibility Worker Supervisor I
02.2023 - Current
Job overview
- Managed processing of Medi-Cal assistance and food stamp benefits applications.
- Supervise a team of 9 seasoned workers
- Inputted all gathered information and researched data for monthly, and weekly report.
- Create a monthly Forecasting plan for Recertification applications.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Approved regular payroll submissions for employees.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
San Bernardino County Transitional Assistance DepartmentOntario, CA
Eligibility Worker III
03.2022 - 02.2023
Job overview
- Process MediCal assistance and food stamp benefits applications.
- Inputted all gathered information and researched data on applicants into computer system using CalSAWS.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Interviewed applicants and explained scope of different available benefits.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Communicated with people from various cultures and backgrounds on application process.
- Documented all communication with applicants and inputted information into system using CalSAWS
- Facilitate training for On the Job experience for employees
- Mentor new employees and assist with processing cases for both MediCal and Food stamps.
- Quality check processed cases from workers to avoid sanctions from state.
- Facilitate resource meetings with management and employees.
San Bernardino County Transitional Assistance DepartmentOntario, CA
Eligibility Worker II
10.2018 - 03.2022
Job overview
- Managed processing of financial assistance and food stamp benefits applications.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Educated patients on eligibility and affordability options by offering insightful information.
- Documented all communication with applicants and inputted information into system using CalSAWS.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Answered up to 70 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
- Updated and maintained information in customer accounts.
Riverside County Department Of Social ServicesRiverside, CA
Eligibility Technician
11.2011 - 10.2018
Job overview
- Communicated with over 50 people a month from various cultures and backgrounds on application process.
- Documented all communication with applicants and inputted information into system using C-IV.
- Reviewed 80 applications a month for different aid programs and determined which qualification criteria for individuals.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Facilitate continuous training for seasoned workers.
Wells Fargo Home MortgageSan Bernardino, CA
Customer Service Representative- Bilingual
07.2007 - 11.2011
Job overview
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Answered up to 32 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
- Updated and maintained information in customer accounts.
- Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
- Achieved and maintained departmental performance standards.
- Described product highlights and benefits to help guide purchasing decisions.
- Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
- Performed support ticket transaction resolution tasks and administrative functions.
- Achieved sales targets regularly with solid promotional and cross-selling skills.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Effective liaison between customers and internal departments.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained nw staff on operating procedures and company services.
Education
Southern New Hampshire University, Hooksett, NH
Bachelor of Science from Health Administration
03.2024
University Overview
- Dean's List 2020,2021, and 2022
- Honor Roll 2020,2021 and 2022
- 3.98 GPA
Cal State San Bernardino, Ontario, CA
No Degree from Leadership And Management Academy
10.2021
Montebello High School, Montebello, CA
High School Diploma
07.2003
Skills
- Caseload Management
- Mathematical Computation
- Effective Communication Skills
- Verbal and Written Communication
- Microsoft Access
- Data Entry
- Microsoft PowerPoint
- Microsoft Excel
- Strong Telephone Etiquette
- Spanish Interpreting
- Call Center Operations
- Train Employees
- Team Leadership
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
American Sign Language
Limited Working
Timeline
Acting Eligibility Worker Supervisor I
San Bernardino County Transitional Assistance Department
02.2023 - Current
Eligibility Worker III
San Bernardino County Transitional Assistance Department
03.2022 - 02.2023
Eligibility Worker II
San Bernardino County Transitional Assistance Department
10.2018 - 03.2022
Eligibility Technician
Riverside County Department Of Social Services
11.2011 - 10.2018
Customer Service Representative- Bilingual
Wells Fargo Home Mortgage
07.2007 - 11.2011
Southern New Hampshire University
Bachelor of Science from Health Administration
Cal State San Bernardino
No Degree from Leadership And Management Academy
Montebello High School
High School Diploma
Similar Profiles
Edgardo LaraEdgardo Lara
Office Assistant II at San Bernardino County Transitional Assistance DepartmentOffice Assistant II at San Bernardino County Transitional Assistance Department
Brandi MooreBrandi Moore
Employment Service Specialist at San Bernardino County Transitional Assistance DepartmentEmployment Service Specialist at San Bernardino County Transitional Assistance Department
Jennie SohlJennie Sohl
Eligibility Worker III at San Bernardino County Transitional Assistance DepartmentEligibility Worker III at San Bernardino County Transitional Assistance Department