Responsible for interpreting and clarifying program policies and procedures. Assists staff with difficult and complex cases to include providing consultations with employees, handling some cases personally and making decisions on controversial cases and consulting with senior management of recommended actions. Advises staff on difficult issues and makes decisions on exceptional cases to manage and implement appropriate services and assistance. Responsible for the effective supervision and administration to include monitoring expenditures, staff development and training, succession planning, performance management, employee relations, prioritizing and assigning work and related activities. Interviews and screens customers seeking financial assistance; introduces and explains financial services programs, rights and responsibilities; assists customers with completing applications. Evaluates documentation and requests verifications to issue initial eligibility determinations. Assists with determining initial and ongoing eligibility for benefits and public assistance programs and assists with coordinating Virginia’s Initiative for Employment not Welfare (VIEW) work requirements with employment services. Assists with processing cases by verifying customer statements, completing evaluations and review sheets, setting up records and files, keeping applicants informed, advising of alternatives and maintaining records. Assists with identifying suspected fraud cases, preparing summaries of facts for fraud and overpayment, representing the agency in hearings and court appeals and taking appropriate action as required. Responds to state, federal and internal case review inquires; reviews and maintains program and policy manuals and prepares reports as needed.

Interviews and screens customers seeking financial assistance; introduces and explains financialservices programs, rights and responsibilities; assists customers with completing applications.Evaluates documentation and requests verifications to issue initial eligibility determinations.Serves as a resource for Eligibility Workers and assists with difficult eligibility determinations andpolicy and procedural clarification. Provides assistance, direction, monitoring and training in theareas of fraud, over payment interviewing and investigative techniques; troubleshoots problemsituations and assists in diffusing difficult customer situations.Maintains eligibility applications statuses electronically and performs necessary inquires, systemsearches and updates to coordinate related information. Identifies suspected fraud cases, preparessummaries of facts for fraud and over payment, represents the agency in hearings and court appealsand takes appropriate action as required. Responds to state, federal and internal case reviewinquires; reviews and maintains program and policy manuals and prepares reports as needed.Coordinates error management and prevention of financial services programs to include developingstandard operating procedures; evaluates accuracy and productivity utilizing quality and quantitydata and developing and implementing corrective action plans; identifies error trends and conductsand coordinates targeted case readings.

•Determines initial and ongoing eligibility for benefits and public assistance programs and services by interviewing applicants, explaining rights and responsibilities, and interpreting policies.•Interviews applicants and assesses needs, verifies data received from customers, and processes information in a timely manner.•Completes evaluations and review sheets, establishes and maintains records and files, keeps applicants informed, and advises of alternatives.•Computes accurate benefits using math skills and data entry input.•Communicates clearly and professionally both orally and in writing.•Informs clients of related service programs rules/regulations, and right to participate.•Comprehends and applies federal, state, and local program policies•MAGI Ambassador: responsible for learning the new MAGI (Modified Gross Adjusted Income) software/program so I am able to train coworkers, supervisors, and program managers in the new system. On call to troubleshoot any issues experienced by the latter groups. All while maintaining my own caseload of over 800 cases.

As a Service Information Representative I provided customer service, factory service information, and factory service solutions to Canon ITS customers. I was the first point of contact for customers initiating a Canon Warranty or Out of Warrant factory service center repair. During the repair process I would provide status information, detailed information on repairs, as well as act as a liaison between the Canon customers and Canon factory service technicians.

Supplied security following loss prevention guidelines set by Best Buy Provide extensive one on one customer service to consumers during the busy holidays First non Home theatre associate to achieve a $10,000 sale of home theatre products and accessories

Provided security for employees of the Hoffman Hall building on the EVMS Campus Assigned to three separate job sites by requests from employees and Senior Officers Awarded Officer of the month award for outstanding performance in the field

Responsible for the prompt shipping, receiving, and loading of international goods Licensed to handle forklifts, cherry pickers, lumber loaders, and super sack machines Assigned to lead my own team of four employees after only three months of employment