Linda Porter
Sandy Hook
Summary
Dedicated Family Support Specialist with strong case documentation and community coordination skills. Committed to educating families on available resources while ensuring accurate client records and high customer satisfaction. Results-driven with a proven track record in community coordination and benefits advising. Known for active listening and effective communication, delivering impactful service while maintaining meticulous case documentation and client management.
Overview
11
11
years of professional experience
4
4
Certifications
Work History
Family Support Specialist I
Commonwealth of Kentucky
Sandy Hook
08.2023 - Current
- Coordinated services with community organizations and resources.
- Documented case notes and maintained accurate client records.
- Educated families about available state programs and resources.
- Ensured all documentation was accurate and up-to-date according to agency policies.
- Advised on public benefits such as food stamps, housing subsidies, Medicaid.
- Used job-related software to compose or prepare correspondence, case notes and technical reports
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized various software and tools to streamline processes and optimize performance.
Administrative Specialist
Commonwealth Of KY, Cabinet Of Health & Family Services
Sandy Hook
10.2021 - 05.2023
- Managed office communications and coordinated schedules for team members.
- Organized and maintained filing systems for efficient document retrieval.
- Responded promptly to customer inquiries regarding product features or services offered.
- Greeted visitors to the office, answered phone calls, and directed inquiries appropriately.
- Served as a liaison between departments within the organization to ensure efficient communication between all parties involved in a project.
- Provided administrative support to department staff, including scheduling appointments and organizing meetings.
- Handled confidential documents in a secure manner while ensuring privacy regulations were met.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Monitored inventory levels of office supplies ensuring adequate stock is available at all times.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Provided exceptional customer service through effective communication and active listening.
- Resolved customer inquiries using company databases and knowledge management systems.
- Assisted customers with product information and service troubleshooting over the phone.
- Documented customer interactions accurately for future reference and quality assurance.
- Managed high-volume calls while maintaining professionalism and patience under pressure.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Identified opportunities to improve policies and procedures related to customer service operations.
- Maintained records of customer interactions, transactions, comments and complaints.
- Maintained accurate records of customer interactions for future reference.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Manager
Cash Express, LLC
Sandy Hook
03.2015 - 07.2020
- Managed team schedules and ensured effective resource allocation.
- Developed training materials to enhance employee skills and performance.
- Oversaw project timelines and coordinated tasks among team members.
- Facilitated regular meetings to discuss progress and address challenges.
- Maintained documentation of processes and workflows for reference purposes.
- Resolved employee conflicts through effective communication and mediation techniques.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Established processes to ensure efficient workflow throughout the organization.
- Conducted performance reviews for team members.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Ensured compliance with industry regulations and company policies.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Reviewed completed work to verify consistency, quality, and conformance.
- Produced thorough, accurate and timely reports of project activities.
- Implemented quality control measures to uphold company standards.
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Evaluated loan applications for accuracy and completeness.
- Communicated with clients to gather necessary documentation.
- Advised clients on loan options and terms available.
- Maintained records of loan transactions and client interactions.
- Ensured compliance with federal lending regulations and policies.
- Assisted in developing marketing strategies for new loan products.
- Delivered high levels of customer service to facilitate smooth processes.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Approved or denied loan applications based on established guidelines.
- Provided customer service support throughout the entire process from application through closing.
- Collected past due loans, keeping credit and collateral exceptions within policy ranges.
- Explained various types of loans available to customers and their associated terms and conditions.
- Processed payments received from borrowers in accordance with established policies and procedures.
- Performed quality assurance reviews on all closed loans for compliance purposes.
Education
High School Diploma -
Elliott County High School
Sandy Hook05-2002
Some College (No Degree) - Medical Information Technology
KCTCS
Ashland, KYSkills
- Case documentation
- Community coordination
- Benefits advising
- Client record management
- Job-related software
- Customer relationship management
- Problem solving
- Active listening
- Communication skills
- Attention to detail
- Family dynamics
- Medicaid
- Eligibility assessments
- Client documentation
Certification
Medical Unit Coordinator 2017
Timeline
Family Support Specialist I
Commonwealth of Kentucky
08.2023 - Current
Administrative Specialist
Commonwealth Of KY, Cabinet Of Health & Family Services
10.2021 - 05.2023
Manager
Cash Express, LLC
03.2015 - 07.2020
High School Diploma -
Elliott County High School
Some College (No Degree) - Medical Information Technology
KCTCS