Cynthia Watts
Indianapolis
Summary
Results-driven professional with extensive experience in eligibility assessment and determination for state programs, ensuring compliance and accuracy at every step. Proven ability to leverage strong communication and organizational skills to streamline processes and enhance support for applicants. In-depth knowledge of state regulations and program guidelines, complemented by a successful track record of improving service delivery and client satisfaction. Committed to fostering a positive experience for all stakeholders while maintaining the highest standards of operational excellence.
Overview
27
27
years of professional experience
Work History
State Eligibility Consultant
State of Indiana
Franklin, IN
06.2020 - Current
- Developed eligibility criteria for state programs to ensure compliance with regulatory standards.
- Analyzed applicant data to assess program eligibility and improve processing efficiency.
- Provided training and guidance to staff on eligibility determination procedures and best practices.
- Facilitated the resolution of complex cases by working collaboratively with clients, partners, and internal team members.
- Ensured compliance with federal and state regulations through diligent monitoring of program guidelines and case documentation.
- Reduced application processing time by optimizing workflow and utilizing electronic document management systems.
Eligibility Specialist
Conduent Business Process Services
02.2016 - Current
- Ensures case information is gathered and processed in a complete and accurate manner in accordance with State Policy
- Provides voter registration forms and complies with all rules and regulations as well as state and federal codes and laws regulating public assistance programs
- Enters client data into the ICES system
- Assists clients with understanding their rights and responsibilities
- Assists clients with obtaining required verification for determining eligibility
- Documents verification of eligibility into the ICES system and summarizes case activity on CLRC screens and in Facts System
- Works assigned alerts, changes and incoming documents daily
- Answers customer service issues on client questions/complaints from incoming calls.
- Responds to all e-mail, mail and phone messages daily
- Completes all corrective actions on second party review, Quality Assurance or Quality Control errors
- Completes policy quizzes and Random Moment surveys timely
Customer Service Representative
Check ‘n Go
03.2012 - 02.2015
- Verify customer information for payday loan approval, daily balance of cash, bank deposits, collections; following state and company guidelines for loans; marketing and sale of products
Cook
Burger King
Whiteland, IN
01.2012 - 03.2012
- Prepared food; cleaned fryer, grill, and back of store
Returns Clerk
Elwood staffing
Plainfield, IN
03.2010 - 03.2011
- Processed returned phone in system, ran function tests, reset phones for resale
Cash Control Clerk
Technology Partnership Group
Indianapolis, IN
01.2008 - 05.2008
- Data entry of Medicaid payments in Indiana AIM system; processing refunds to customers
- Entering information for checks to be printed and processing return mail
Manager Trainee
Speedway Super America
Indianapolis, IN
05.2007 - 10.2007
- Customer Service, cash drawer, safe balancing, inventory control, stocking, invoicing, checking in vendors; staff supervision, training, and hiring
Office Manager
Michigan Auto & Parts Co. Inc.
Indianapolis, IN
05.1999 - 04.2007
- Accounts receivables and payables; deposit cash and checks
- Reconciliation of time cards, processing new hire paperwork, processing payment for garnishments and other court orders, weekly payroll calculation of monthly sales tax and bi-annual property Tax payments, customer service, answering phones
Education
Medical Assisting -
Aristotle College
General Studies - undefined
Asbury College
High School - English, Business
Greenwood Community High School
Skills
- 8 years accounts payable, accounts receivables, general ledger, reconciling bank statements, payroll, taxes, and compiling financial reports for accountant
- Proficient in Quick Books, Word, Excel, and specialized computer systems
- Daily reconciliation of cash, checks, and deposits
- Implemented Quick Books system for business: transferring and configuring information
- Friendly customer service specialist, retaining committed client base; call center telemarketing sales
- Car Dealership Phone Operator
- General office duties; routing calls, faxing, typing, copying
- Telemarketing Sales, High Volume Call Center
Timeline
State Eligibility Consultant
State of Indiana
06.2020 - Current
Eligibility Specialist
Conduent Business Process Services
02.2016 - Current
Customer Service Representative
Check ‘n Go
03.2012 - 02.2015
Cook
Burger King
01.2012 - 03.2012
Returns Clerk
Elwood staffing
03.2010 - 03.2011
Cash Control Clerk
Technology Partnership Group
01.2008 - 05.2008
Manager Trainee
Speedway Super America
05.2007 - 10.2007
Office Manager
Michigan Auto & Parts Co. Inc.
05.1999 - 04.2007
General Studies - undefined
Asbury College
High School - English, Business
Greenwood Community High School
Medical Assisting -
Aristotle College