Alicia Rivera

• Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
• Optimized operational efficiency by analyzing and streamlining processes.
• Supported supervisor and associated team members to maintain system functionality.
• Identified inefficiencies in current systems, recommending adjustments that resulted in increased productivity levels.
• Actively participated in strategic planning meetings, contributing valuable input towards setting
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• Facilitated knowledge sharing sessions, boosting team efficiency and innovation.
• Conducted competitive analysis to identify opportunities for growth and optimization.
• Enhanced data accuracy through meticulous attention to detail in data management tasks.
• Assisted in the development of operational policies and procedures that aligned with organizational goals and objectives.
• Analyzed trend data to forecast operational needs and plan next course of action.
• Contributed to the successful launch of new products and services through rigorous testing and quality assurance checks.
• Responsible for attaining and maintaining a thorough working knowledge of KIDS with a focus on the case participant modules/sections of KIDS. This includes keeping abreast with any policy changes. Comply with the current DCSS policy regarding proper handling of FTI information and other confidential information. Act as a business analyst, functioning as a liaison between DCSS users and our DIS counterparts. This includes analyst of the applicability of user requests, potential efficiencies gained and costs of system changes. Delegating projects and testing to other MOAs as approved by the KIDS case supervisor.
• Proficient in: Sharepoint, KIDS, IES, Mobius, Excel, Docrs

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Managed time efficiently in order to complete all tasks within deadlines.
• Strengthened communication skills through regular interactions with others.
• Developed and maintained courteous and effective working relationships.

Customer service representative:

• Completed eligibility determinations for medical programs by following policy and procedures that govern the medical program. Managed cases by processing renewals, additions, recalculations, address changes, deletions and cancellations. Also, corrected billing issues by checking client accounts, and removing/adding charges. Answered phones to assist clients with questions regarding their cases and the Allkids program. Responsible for investigating income reported and unreported by clients, such as: social security income, unemployment income, self-employment and earned income. Verified immigration status of clients using the US Homeland Security System.

Proficient in: Excel, Bluezone, Wingrape, Access, KIDS, SDU, SOLQ, Word, IES, SAVE, MAXIL, SOS, The work number, PAAS.

• Translating Spanish when needed- phone calls and translating documents (reading and writing)
• Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
• Utilized complex client management systems, both digital and manual and maintained sensitive information in highly encrypted databases.
• Described procedures, requirements, and benefits to clients and interested parties.
• Maintained strict confidentiality while handling sensitive client information, adhering to all relevant privacy regulations.
• Reduced case processing time with diligent paperwork completion and timely submission of required documents.
• Inputted information and obtained quantitative and qualitative data on client details to provide services requested.

• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Translating Spanish when needed-phone calls and translating documents (reading and writing)
• Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
• Tracked records, filed documents, and maintained communication between clients to manage office activities.
• Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
• Managed office activities by maintaining communication between clients, tracking records, and filing all documents.
• Collaborated with various departments to streamline processes and improve interdepartmental communication.
• Improved client satisfaction by promptly responding to inquiries and resolving issues in a professional manner.
• Participated in workshops and in-service meetings to enhance personal growth and professional development.
• Improved office operations by automating client correspondence, record tracking and data communications.

Proficient in: KIDS, IPACS, CIS/ACID, AWVS and Recipient Ledger

• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Translating Spanish when needed-phone calls and translating documents (reading and writing)
• Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
• Tracked records, filed documents, and maintained communication between clients, tracking records, and filing all documents.
• Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
• Managed office activities by maintaining communication between clients, tracking records, and filing all documents
• Collaborated with various departments to streamline processes and improve interdepartmental communication.
• Improved client satisfaction by promptly responding to inquiries and resolving issues in a professional manner.
• Participated in workshops and in-service meetings to enhance personal growth and professional development.
• Improved office operations by automating client correspondence, record taking and data communications.

Proficient in: KIDS, IPACS, CIS/ACID, AWVS and Recipient Ledger