Customer Service Representative

Resolved customer disputes and managed service requests through CRM and dispatching software. Created customer profiles and guidelines to improve service efficiency. Logged and tracked disputed repairs, reducing repeated issues through preventative solutions.

Provides supportive services – making referrals to local/state resources as necessary. Assists individuals/families with applying for public benefits. Reviews, monitors, and determines eligibility for SNAP and Medicaid.

Ensured client files were up-to-date and accurate. Assisted service providers in locating housing for clients. Mediated disputes between landlords and clients as necessary. Coordinated housing inspections and resolved failed inspections in a timely fashion.

Conducted Health Risk Assessments to determine customer needs – averaging 10 per day, 50 per week. Answered high-volume calls – an average of 45-65 per day. Kept accurate data entry records. Maintained member confidentiality while following HIPPA/PHI regulations.

Interviewed individuals/families telephonically to determine eligibility for public benefits. Advised clients of all required documents for benefits. Followed all policies regarding security/confidentiality of client information. Completed filing and document processing tasks timely.

Provided quality service to customers with efficient beverage preparation while sustaining a safe/clean workspace. Assisted team members with preparing food/beverage orders, processing transactions for customers, etc. Demonstrated Kroger values through inclusion and respect with customers/coworkers.

Discovered and responded to customer needs through empathetic communication. Prepared beverages and tailored orders according to customer specifications. Worked with a team and collaborated to deliver a great customer service experience.

Participated in housing location and delivered representative payee services for seniors who were experiencing homelessness. Developed and monitored Housing Stability Plans to promote long-term housing stability. Collaborated with local agencies for Rapid Rehousing referrals.

Performed annual assessments for data collection and conducted client intake. Offered case management services to clients experiencing homelessness. Facilitated weekly communal meetings addressing resident’s concerns. Supported shelter staff with additional duties: distributing food in shelter pantry, offering Resident Assistants front desk support, answering hotline calls, etc.

Designed the framework for a middle school mentoring program. Managed social media updates for Check & Connect Program. Administered intake for Toys for Tots for 323 applicants. Co-managed a Toys for Tots Campaign serving over 750 youth.