ANGELA WILKERSON
New Albany,IN
Summary
Knowledgeable with solid background in eligibility determination and case management. Adept at managing various cases and ensuring compliance with regulatory standards. Vital in documentation and reporting, while supporting team productivity. Demonstrated effective communication and problem-solving skills in high-pressure environments.
Overview
16
16
years of professional experience
Work History
Eligibility Specialist
KHI Solutions - State of Indiana
New Albany
01.2024 - Current
- Evaluated and processed eligibility applications for state assistance programs.
- Collaborated with clients to gather necessary documentation for eligibility determination.
- Utilized case management software to maintain accurate records, track application statuses and update benefits.
- Provided guidance on program requirements and benefits to applicants and representatives.
- Mentored new staff on eligibility assessment procedures and best practices for accuracy.
- Participated in training sessions to stay updated on policy changes affecting program eligibility.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Engaged wider departments in accurate, timely paperwork completion.
Eligibility Assistant
KHI Solutions - State of Indiana
New Albany, IN
09.2022 - 01.2024
- Assisted clients in understanding program requirements, clarifying application processes, and addressing inquiries.
- Maintained accurate records in digital systems to support eligibility determinations and facilitate audits.
- Collaborated with team members to streamline workflows, enhancing overall efficiency in processing documents.
- Provided training and guidance to new staff on application procedures and system usage, fostering team development.
- Developed standard operating procedures that improved consistency in clerical office procedures such as copying, scanning, filing, etc.
- Maintained detailed records of client interactions, inputting accurate data into case management software systems for future reference.
- Fostered a positive work environment by collaborating effectively with colleagues, sharing knowledge and resources to ensure team success.
- Worked effectively in fast-paced environments as a team member and independently.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Support Specialist
Startek USA
New Albany, IN
06.2010 - 04.2022
- Provided exceptional customer service through effective communication and problem-solving techniques.
- Resolved customer inquiries promptly using CRM software to track interactions and outcomes.
- Trained new staff on customer support protocols and company policies to ensure consistency in service delivery.
- Led initiatives for training enhancements, increasing team efficiency and response times to customer issues.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
Education
Associate of Science - Accounting
Ivy Tech Community College of Indiana
Sellersburg, IN05.2012
High School Diploma -
Waggener Traditional High School
Louisville, KY05.2000
Skills
- Data entry
- Effective communication skills
- Microsoft office
- Documentation and reporting
- Interviewing
- Application review
- Public assistance
- Appointment scheduling
- Knowledgeable in IEDSS
- Schedule management
- Teamwork and collaboration
- Reliability
- Organizational skills
- De-escalation techniques
- Active listening
- Adaptability and flexibility
Timeline
Eligibility Specialist
KHI Solutions - State of Indiana
01.2024 - Current
Eligibility Assistant
KHI Solutions - State of Indiana
09.2022 - 01.2024
Customer Support Specialist
Startek USA
06.2010 - 04.2022
Associate of Science - Accounting
Ivy Tech Community College of Indiana
High School Diploma -
Waggener Traditional High School