Wilnise Albert

• Enhanced client satisfaction by efficiently processing eligibility applications and addressing inquiries.
• Reduced errors in eligibility determinations through meticulous attention to detail and rigorous quality control measures.
• Managed high-volume caseloads while maintaining strict adherence to privacy regulations and confidentiality protocols.
• Utilized data-driven decision-making strategies to make informed recommendations on complex cases.
• Assisted clients with navigating complex eligibility requirements, ensuring accurate submissions.
• Conducted comprehensive case reviews to identify potential fraud or inconsistencies in eligibility determinations.
• Provided knowledgeable guidance to clients regarding program rules, regulations, and updates.
• Resolved discrepancies with client applications to verify eligibility.
• Assisted clients with accurate eligibility form, application and document completion.
• Interviewed applicants and explained scope of different available benefits.
• Reviewed applications for different aid programs and determined which qualification criteria for individuals.
• Scheduled appointments with applicants to gather information and explain benefits processes.
• Improved customer service experience for applicants, providing clear explanations of eligibility requirements and addressing concerns promptly.
• Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
• Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
• Resolved eligibility discrepancies by carefully reviewing regulations and collaborating with relevant parties to reach accurate determinations.
• Collaborated with other specialists to ensure consistent interpretation of Medicaid regulations and policies.
• Managed high caseloads efficiently, prioritizing tasks effectively and utilizing time-management skills to meet deadlines consistently.
• Streamlined application processing for increased efficiency by implementing a well-organized case management system.
• Coordinated closely with other social service agencies, fostering collaboration to ensure comprehensive support for clients.
• Utilized advanced computer systems to track applicant data, generating accurate reports for internal review as needed.

• Answered constant flow of customer calls with minimal wait times. Managed over 70 calls per day.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Responded to customer requests for products, services, and company information.
• Provided primary customer support to internal and external customers.
• Updated account information to maintain customer records.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Tracked customer service cases and updated service software with customer information.
• Handled customer inquiries and suggestions courteously and professionally.
• Cross-trained and backed up other customer service managers.
• Met customer call guidelines for service levels, handle time and productivity.
• Immediately brought critical issues to customer service manager for resolution.
• Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.

• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Created employee schedules to align coverage with forecasted demands.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
• Mentored team members to enhance professional development and accountability in workplace.
• Made hiring recommendations to increase company's productivity and profitability with quality workers.
• Reviewed sales and gross profit report to assess company efficiency.
• Taught employees how to collaborate on daily job tasks and achieve service targets.
• Prepared annual budgets with controls to prevent overages.
• Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication.
• Helped with planning schedules and delegating assignments to meet coverage and service demands
• Reviewed sales and gross profit report to assess company efficiency

Certifications
Level 1 Strategic Communication Certification.

3.5 GPA

• Continuing education in nursing
• Completed professional development in real estate services.
• Continuing education in nursing