KYLE L. DRAKES
Chicago
Summary
Detail-oriented operations and client support professional with experience handling sensitive documentation, maintaining accurate records, and supporting high-volume service workflows. Skilled in case coordination, data entry, customer communication, and administrative operations within fast-paced environments. Known for strong organization, professionalism, and the ability to manage confidential information with accuracy and discretion.
Overview
5
5
years of professional experience
Work History
Eligibility Determination Specialist
CEDA
Chicago, IL
08.2025 - Current
- Review and verify client eligibility documentation for public assistance programs while ensuring compliance with internal procedures and program guidelines.
- Maintain accurate client records and update case information within internal database systems.
- Communicate application updates, documentation requests, and case status information through phone and online support channels.
- Manage high-volume case workflows while maintaining professionalism, confidentiality, and attention to detail.
- Collaborate with team members to improve service processes and support efficient case resolution.
Case Manager
Catholic Charities
Cicero, IL
07.2023 - 06.2024
- Assisted clients with applications, intake processes, and support service coordination.
- Maintained accurate case records and updated information within case management systems and Excel spreadsheets.
- Responded to client inquiries, scheduled appointments, and provided administrative support in a high-volume environment.
- Collaborated with internal teams to support housing transition services and case coordination efforts.
Front Desk Receptionist
HI Chicago Hostel
Chicago, IL
02.2023 - 06.2023
- Provided front desk support and guest assistance in a fast-paced hospitality environment.
- Managed check-ins, phone inquiries, visitor records, and general administrative tasks.
Housing Assistant
LHH Recruitment Solutions
Chicago, IL
01.2022 - 11.2022
- Reviewed housing assistance documentation and verified application information for accuracy and completeness.
- Maintained organized digital records and updated client information within internal database systems.
- Communicated with clients and landlords regarding application status and housing support processes.
- Provided administrative and phone support within a high-volume workflow environment.
Customer Service Representative / Data Entry Clerk
The Chicago Lighthouse
Chicago, IL
06.2021 - 12.2021
- Processed customer payments and maintained accurate account information within internal systems.
- Provided phone-based customer support and resolved account-related inquiries for Illinois Tollway customers.
- Performed high-volume data entry and record updates using Microsoft Excel and database platforms.
- Assisted customers with issue resolution while maintaining professionalism and accuracy.
Education
Associate Degree - English Education
Olive Harvey Community College
Chicago, ILSkills
- Case Management Support
- Documentation Review
- Data Entry & Record Management
- Client Communication
- Workflow Coordination
- Microsoft Excel & Office Suite
- Confidential Information Handling
- Administrative Operations
- Database Systems
- Escalation Support
Timeline
Eligibility Determination Specialist
CEDA
08.2025 - Current
Case Manager
Catholic Charities
07.2023 - 06.2024
Front Desk Receptionist
HI Chicago Hostel
02.2023 - 06.2023
Housing Assistant
LHH Recruitment Solutions
01.2022 - 11.2022
Customer Service Representative / Data Entry Clerk
The Chicago Lighthouse
06.2021 - 12.2021
Associate Degree - English Education
Olive Harvey Community College