Topeka Evans
Aiken,SC
Summary
An exceedingly astute, ambitious professional with extensive experience in providing exemplary customer service, coaching, and initiatives to improve performance, growth, and employee engagement. Energetic and goal-oriented with an impressive performance record and well-rounded background. Brings proven track record of success in determining eligibility and resolving complex cases. Works professionally with clients to develop and implement successful strategies for maximizing services and benefits. Skilled in problem-solving and identifying solutions meeting clients' needs. Possess natural knack for developing rapport and building strong relationships. Proficient in Workday, MS Office Suite and PowerPoint. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Eligibility Coordinator II
South Carolina Department Of Health And Human Services
09.2021 - 01.2024
- Established databases to track, analyze and automate eligibility application processes.
- Enhanced team productivity, assisting staff members in resolving complex eligibility issues when needed.
- Facilitated informative workshops for staff on program requirements and application processes, increasing awareness among potential beneficiaries.
- Streamlined case processing for better efficiency by implementing organizational strategies and prioritizing tasks.
- Ensured staff maintained up-to-date on current eligibility requirements and policies.
- Implemented quality control measures that improved accuracy in the eligibility determination process.
- Resolved problems, improved operations and provided exceptional service.
- Contributed to the development of departmental goals by providing feedback and suggestions on improving eligibility coordination processes.
Eligibility Specialist II (LTC) - Team Lead
South Carolina Department Of Health And Human Services
01.2019 - 09.2021
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Trained staff on current eligibility requirements and policies.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
Eligibility Specialist II - LTC
South Carolina Department Of Health And Human Services
09.2018 - 01.2019
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Developed strong rapport with clients by effectively communicating complex program requirements and processes.
- Sorted out jobs relevant to interests of candidates to forward information to candidates.
- Increased efficiency in the review process by proactively identifying potential issues and developing actionable solutions.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Communicated with people from various cultures and backgrounds on application process.
- Identified issues, analyzed information and provided solutions to problems.
- Excellent communication skills, both verbal and written.
- Coordinated referral services for eligible families, connecting them with vital support systems and resources.
Site Director
Family YMCA Of Greater Augusta
08.2017 - 06.2018
- Collaborated with other educators to create interdisciplinary lesson plans that connected various subjects for a more holistic learning experience.
- Established positive, stimulating learning environment for students and exciting education-focused setting for teachers.
- Developed and coordinated after-school programs and activities.
- Addressed any disciplinary issues promptly, promoting a safe and respectful environment conducive to learning.
- Evaluated curriculum materials for alignment with state standards, making necessary adjustments to ensure compliance while maintaining instructional quality.
- Coordinated staff and student activities to promote a safe and productive learning environment.
- Served as a liaison between the school site and district administration to address any issues or concerns and communicate relevant information effectively.
- Managed grant applications process including researching potential funding sources, writing proposals, and ensuring compliance with all grant requirements.
Client Technical Analyst III
CDK Global, ADP Dealer Services
03.2007 - 02.2017
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Provided technical and functional recommendations based on project requirements.
- Conducted exploratory analysis on sales data to monitor sales operations.
- Oversaw technology services delivery, consulting with relevant personnel to assist with migration and troubleshooting.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Maintained detailed records of client interactions in CRM systems, enabling efficient tracking of support requests and resolutions over time.
- Provided expert guidance on software implementation plans, ensuring smooth transitions for clients during upgrades or new installations.
- Led troubleshooting of problems and assisted in getting problems appropriately prioritized, assigned, fixed, tested and closed.
- Delivered exceptional customer service, leading to increased repeat business and referrals from satisfied clients.
- Consistently exceeded performance metrics set forth by management, earning recognition as a top performer within the organization.
Education
Masters in Criminal Justice - Criminal Justice
Troy University
Troy, AL12.2024
Bachelor of Science - Pyschology
Troy University
Augusta, United States06.2010
Associate of Arts - Psychology
Augusta State University
Augusta, GA05.2003
Skills
- Problem-solving aptitude
- Decision-Making
- Interpersonal Skills
- Microsoft Office
- Time Management
- Teamwork and Collaboration
- Medicaid knowledge
- Policy Interpretation
- Flexible and Adaptable
- Data Entry
- Analytical and Critical Thinking
- Excellent Communication
Certification
- Certified Associate Public Manager, South Carolina Department of Health and Human Services - 11/16/2021
Timeline
Eligibility Coordinator II
South Carolina Department Of Health And Human Services
09.2021 - 01.2024
Eligibility Specialist II (LTC) - Team Lead
South Carolina Department Of Health And Human Services
01.2019 - 09.2021
Eligibility Specialist II - LTC
South Carolina Department Of Health And Human Services
09.2018 - 01.2019
Site Director
Family YMCA Of Greater Augusta
08.2017 - 06.2018
Client Technical Analyst III
CDK Global, ADP Dealer Services
03.2007 - 02.2017
Masters in Criminal Justice - Criminal Justice
Troy University
Bachelor of Science - Pyschology
Troy University
Associate of Arts - Psychology
Augusta State University