Lourdes Harrison
Chicago
Summary
Dynamic and dependable professional with extensive experience at the Department of Human Services. Proven ability to enhance application processing speed and maintain confidentiality while delivering exceptional client service. Fluent in Spanish, adept at information processing, and skilled in managing high-volume calls with a positive demeanor. Committed to tailoring services to meet individual client needs.
Overview
14
14
years of professional experience
Work History
Public Aid Eligibility Assistant
Department of Human Services
04.2011 - 01.2012
- Assisted clients in understanding eligibility requirements, ensuring accurate information dissemination.
- Verified applicant information to maintain integrity of eligibility processes.
- Improved application processing speed by promptly addressing inquiries and issues.
- Conducted data entry for maintaining comprehensive records of applications.
- Provided guidance to applicants on necessary documentation to clarify eligibility criteria.
Human Services Caseworker
Department of Human Services
04.2013 - 08.2017
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
- Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
- Inputted information and obtained quantitative and qualitative data on client details to provide services requested.
- Established positive relationships with aid recipients and assessed goals, working hard to address individual needs and tailor services to suit them.
Switchboard Operator
Department of Human Services
09.2017 - Current
- Connected callers with appropriate professional, department, or business.
- Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
Education
High School Diploma -
Kelvyn Park High School
Chicago, IL06-1990
Skills
- Operating switchboards
- Quick-learning
- Telephone operations
- Dependability
- FLUENT IN Spanish
- Multi-line phone systems
- Information processing
- Clerical support
- Confidentiality
- Switchboard knowledge
- Excellent phone demeanor
Languages
Spanish
Native or Bilingual
Timeline
Switchboard Operator
Department of Human Services
09.2017 - Current
Human Services Caseworker
Department of Human Services
04.2013 - 08.2017
Public Aid Eligibility Assistant
Department of Human Services
04.2011 - 01.2012
High School Diploma -
Kelvyn Park High School
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