Eric Austin
Athens
Summary
Focused office professional with nine years of customer service. Enthusiastic and well-organized, with a drive for continuous improvement. Adept in implementing process enhancements to boost team productivity and office efficiency.
Overview
15
15
years of professional experience
Work History
Public Aid Eligibility Assistant
Illinois Department of Human Services
Springfield
10.2025 - Current
- Processed eligibility applications for various assistance programs.
- Reviewed documentation to verify client information and eligibility criteria.
- Assisted clients in understanding program guidelines and requirements.
- Collaborated with caseworkers to resolve client issues and inquiries.
- Entered client data into computerized systems for tracking purposes.
- Responded promptly to inquiries from clients regarding their eligibility status.
- Generated letters notifying clients of their approved or denied status.
- Responded promptly to inquiries from internal and external sources concerning applicant's eligibilities.
- Researched discrepancies in files and verified data integrity against established standards.
- Verified accuracy of data entered in the system.
- Provided technical support regarding software used for managing client information.
- Attended meetings and trainings as required by the agency or program regulations.
- Collaborated with other departments to ensure timely processing of requests for services.
- Answered phone calls from clients or other agencies regarding eligibility issues.
- Explained reasons behind application denials and recommended further action.
- Managed intake of new claims and performed routine follow-ups.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Maintained positive working relationship with fellow staff and management.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
Sound/Lighting Technician, Session Drummer
Self employed
Athens
01.2018 - 12.2025
- Set up and tested lighting equipment for various events and productions.
- Operated lighting control systems during live performances and rehearsals.
- Maintained and repaired lighting fixtures to ensure optimal performance.
- Provided technical support when needed during load-ins and outs or pre-show preparations.
- Assisted with assembling, moving and positioning production scaffoldings, dollies and stands.
- Collaborated with musicians to create cohesive and engaging performances.
- Demonstrated proficiency in various drumming techniques and styles.
- Adapted to different musical genres and performance settings seamlessly.
- Provided feedback to fellow musicians to enhance overall performance quality.
- Mentored younger drummers, sharing techniques and performance tips effectively.
- Record overdubs in the studio using electronic percussion pads.
- Provide ideas for song arrangement and production techniques.
Office Associate
Illinois Comptroller
Springfield
09.2024 - 03.2025
- Answered high volume calls in a timely manner to provide payment information to employees and customers of the State of Illinois.
- Provide in-person assistance to State of Illinois personnel retrieving and delivering payments and correspondence.
- Process requests via telephone for correspondence issued by the Comptroller.
- Conduct mail runs throughout the bureau in a timely fashion.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
Office Specialist
Illinois Department of Healthcare and Family Services
Springfield
10.2023 - 09.2024
- Maintain paper and electronic medical records, perform data entry, and prepare reports for auditing purposes.
- Serve as front line contact for medical professionals with issues and questions regarding Illinois Medicaid enrollment.
- Process and modify provider application for Medicaid enrollment.
- Computed, recorded and proofread data and reports.
- Answered calls with friendly and polite approach to engage calls and deliver exceptional customer service.
- Performed insurance verification, pre-certification and pre-authorization.
- Proofread and corrected correspondence and reports to ensure error-free documentation.
- Operated photocopiers and scanners, facsimile machines, and personal computers.
- Updated customer accounts, addresses and contact information within call management databases.
Office Assistant
Illinois Department of Healthcare and Family Services
Springfield
12.2020 - 10.2023
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Offered diverse clerical support to office team members, managed correspondence, answered telephone calls and tracked documentation.
- Checked office supply levels, anticipated needs and placed orders for appropriate stock levels.
- Dispersed incoming mail to correct recipients throughout office.
- Answered telephones, directed calls and took messages.
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Processed Medical documentation reports.
- Computed, recorded and proofread data or reports.
- Update professional licenses for Medical Providers.
Call Center Supervisor/Team Leader
Conifer Healthcare Solutions
Springfield
09.2015 - 11.2020
- Facilitated weekly team meetings to discuss goals, successes and areas for improvement.
- Motivated and encouraged team members through positive communication and feedback.
- Evaluated assigned team members and prepared relevant performance reviews.
- Observed individual calls and provided relevant suggestions and feedback to promote success.
- Developed team members through one-on-one coaching and escalated call management.
- Produced reports outlining information such as call duration and customer satisfaction levels.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
- Interviewed potential participants to determine eligibility.
Call Center Representative
Conifer Healthcare Solutions
Springfield
09.2014 - 09.2015
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Consulted with customers to resolve service and billing issues.
- Investigated and resolved issues to maintain billing accuracy.
- Performed insurance verification, pre-certification and pre-authorization.
- Review in-depth medical records.
Personal Assistant
Illinois Department of Rehabilitation Services
Springfield
02.2011 - 05.2015
- Supported bathing, dressing and personal care needs.
- Maintained clean and well-organized environment for client happiness and safety.
- Improved patient outlook and daily living through compassionate care.
- Laundered clothing and bedding to prevent infection.
- Assisted with meal planning to meet nutritional plans.
- Drove clients to shop for groceries, attend doctor appointments and run errands.
Education
High School Diploma -
Athens Community High School
Athens, ILSkills
- Quality Assurance
- Customer Service
- Report Preparation and Analysis
- Handling Complaints
- Team Management and Supervision
- New Hire Orientation
- Microsoft Office
- Complex Problem Solving
- Coaching and Mentoring
- Team Leadership
- Time Management
- Decision Making
- Relationship Building
- Multitasking and Organization
- Performance Management
- Verbal and Written Communication
- Adaptable and Resilient
- Remote Work Coordination
- Equipment maintenance
- Lighting control
- Communication skills
- Team collaboration
- Music arrangement
- Teaching experience
- Improvisational skills
References
References available upon request.
Timeline
Public Aid Eligibility Assistant
Illinois Department of Human Services
10.2025 - Current
Office Associate
Illinois Comptroller
09.2024 - 03.2025
Office Specialist
Illinois Department of Healthcare and Family Services
10.2023 - 09.2024
Office Assistant
Illinois Department of Healthcare and Family Services
12.2020 - 10.2023
Sound/Lighting Technician, Session Drummer
Self employed
01.2018 - 12.2025
Call Center Supervisor/Team Leader
Conifer Healthcare Solutions
09.2015 - 11.2020
Call Center Representative
Conifer Healthcare Solutions
09.2014 - 09.2015
Personal Assistant
Illinois Department of Rehabilitation Services
02.2011 - 05.2015
High School Diploma -
Athens Community High School