Summary

Overview

Work History

Education

Skills

Timeline

Brian Cox

Roxboro

Summary

Dynamic Income Maintenance Caseworker at Macon County Social Services, skilled in regulatory compliance and client assessment. Proven ability to enhance client satisfaction through effective communication and problem-solving. Successfully maintained accurate records while fostering strong relationships, ensuring clients received the benefits they deserved. Passionate about delivering exceptional service and support.

Overview

years of professional experience

Work History

Income Maintenance Caseworker

Macon County Social Services

Franklin

10.2024 - Current

Assisted clients in completing necessary paperwork for obtaining benefits.
Performed data entry into computer systems for tracking client information.
Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
Participated in and successfully completed on-the-job training.
Conducted interviews with applicants, explaining benefits process, and which programs were available.
Explained eligibility details and affordability options to patients with kindness and respect.
Researched documents needed to process applications or claims accurately.
Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
Maintained positive working relationship with fellow staff and management.
Informed applicants of other agencies providing useful or related assistance.
Maintained accurate records of case notes and progress reports.
Answered questions and responded to inquiries to deliver high level of service to patients.
Reviewed and evaluated client applications for eligibility of public assistance programs.
Participated in trainings and workshops related to income maintenance caseworker duties.
Interviewed persons applying for public assistance programs.
Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Responded timely to inquiries from clients regarding their benefits status.
Interpreted policies, laws, and regulations relevant to assigned caseloads.
Developed case plans with clients to address their individual needs.
Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
Provided information to clients regarding available services and resources.
Proofread documents carefully to check accuracy and completeness of all paperwork.
Investigated fraud or abuse in cases related to public assistance programs.
Ensured compliance with applicable regulations and procedures.
Granted, modified, denied, or terminated assistance based on key information and eligibility determination.

Customer Service Representative

Drake Tax Software

Franklin

09.2018 - 05.2025

Answered customer inquiries and provided accurate information regarding products and services.
Developed strong customer relationships to encourage repeat business.
Maintained detailed records of customer interactions, transactions and comments for future reference.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Provided excellent customer service to resolve customer complaints in a timely manner.
Used approved scripts to de-escalate angry customers during telephone interactions.
Identified areas of improvement in customer service processes and suggested changes accordingly.
Prevented key account losses by researching discrepancies and correcting problems.
Mentored junior team members and managed employee relationships.
Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Prepared and evaluated CRM reports to identify problems and areas for improvement.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Surpassed sales goals through implementation of successful marketing strategies.
Supported sales team members to drive growth and development.
Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Monitored customer satisfaction levels through surveys and feedback forms.
Developed positive relationships with customers through friendly interactions.
Updated system with order specifics and customer details, preferences, and billing information.
Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Conferred with customers by telephone or in person to provide information about products or services and take orders.
Provided accurate information about products and services to customers.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Implemented innovative methods for streamlining the customer service process.
Gathered customer feedback through surveys and used the data to improve customer service.
Determined accurate prices for customer services, consistently searching for deals and best prices.
Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Updated databases with new and modified customer data.
Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Contacted customers about potential service upgrades, new services and account changes.
Identified opportunities for upselling additional products or services based on customer needs.
Promoted available products and services to customers during service, account management and order calls.
Answered customer inquiries via phone, email, and chat.
Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Provided top quality control and eliminated downtime to maximize revenue.
Conducted regular follow-up calls with customers after resolving their issues.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Recommended improvements in products, service and billing methods to management to prevent future problems.
Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Resolved customer complaints promptly and efficiently.
Developed strong relationships with customers by providing personalized assistance and support.
Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Strengthened customer retention by offering discount options.
Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Achieved cost-savings by developing functional solutions to problems.
Updated and maintained databases with current information.
Conducted testing of software and systems to ensure quality and reliability.
Utilized various software and tools to streamline processes and optimize performance.

Program and Development Tester

Drake Tax Software

Franklin

05.2022 - 09.2024

Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.
Developed, documented and executed test plans and cases to ensure the quality of software products.
Monitored and facilitated bug resolutions to optimize software.
Simulated software production environments to allow for enhanced testing.
Monitored bug resolution efforts and tracked successes.
Created comprehensive test reports containing all relevant information about discovered issues and resolutions taken.
Reported detailed status updates on assigned projects throughout the entire development process.
Met project scope and delivery dates by planning optimal testing schedules.
Worked with off-site teams to complete timely tests and facilitate smooth product releases.
Created and maintained database of common and known testing defects.
Wrote and updated manual test cases for team use, maintaining optimal organization for maximum productivity.
Checked software programs for usability, functionality, and design issues.
Analyzed user requirements, specifications and technical design documents to develop effective test strategies.
Tested web application compatibility and performance to recommend cross-browser compatibility improvements to web development team.
Evaluated existing toolsets used for manual testing purposes and made recommendations for improvement.
Identified, logged, tracked and verified bugs using bug tracking systems such as JIRA.
Maintained up-to-date knowledge of emerging technologies related to software development processes.
Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
Tracked software bugs and detailed information regarding findings and resolution techniques in documentation.
Conducted manual tests to identify issues with mobile applications across different platforms.
Participated in product design reviews to provide input on functional requirements, product designs, schedules, or potential problems.
Documented, triaged, and managed defects in software and worked with developers to facilitate timely resolutions.
Participated in daily standup meetings with team members to discuss progress on assigned tasks.
Performed manual testing on web-based applications for functionality, usability and performance.
Assisted in developing training materials for end users regarding newly released features or bug fixes.
Collaborated with developers in troubleshooting and resolving defects during all stages of development cycle.
Provided feedback on usability and reliability of software products based on user experience testing results.
Performed compatibility tests between various hardware components such as network cards, processors.
Performed functional, system, integration and regression testing on web-based applications.
Completed unit and regression tests on software and individual modules.
Assisted in analyzing production data to determine root causes of software defects in a timely manner.
Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Assisted with customer requests and answered questions to improve satisfaction.
Worked effectively in team environments to make the workplace more productive.
Updated and maintained databases with current information.
Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Conducted testing of software and systems to ensure quality and reliability.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Exceeded customer satisfaction by finding creative solutions to problems.
Prioritized and organized tasks to efficiently accomplish service goals.
Utilized various software and tools to streamline processes and optimize performance.

Casino Gaming Host

Harris Casino

Cherokee

05.2017 - 09.2018

Assisted with in-house reservations for restaurants, shows and spa services to deliver maximum guest satisfaction.
Explained game rules, betting limits, and house policies.
Interpreted game guidelines and betting limits.
Verified and maintained compliance with applicable gaming regulations and laws as well as internal casino policies, procedures and controls.
Monitored card counting and suspicious behavior to proactively mitigate cheating.
Issued rewards to guests to encourage continued play and high-dollar spending.
Ensured compliance with local regulations governing gambling activities in casinos.
Maintained accurate records of transactions made by customers at gaming tables or machines.
Used player tracking system to determine eligibility for complementary services and prizes.
Calculated summary sheets to display wager amounts and payoffs for tables and games.
Addressed patron complaints and quickly payout errors and disputes.
Assisted in training new staff members on casino procedures and protocols.
Provided feedback to senior management on ways to improve service quality standards.
Greeted guests upon arrival to the casino, providing them with information about gaming and promotions.
Handled customer complaints in a professional manner while adhering to company policies.
Performed periodic maintenance checks on slot machines to ensure they are functioning properly.
Researched industry trends to remain current on best practices in casino management.
Investigated fraudulent activity related to gaming operations.
Resolved conflicts with communication skills and use of discounts and complementary offerings.
Collaborated with marketing team to develop promotional strategies for increasing revenue from gaming activities.
Collaborated with marketing personnel to promote casino services and events.
Advised guests and employees on current and upcoming events, festivals, concerts, and special guest appearances to facilitate interest.
Developed and maintained strong relationships with customers by providing excellent customer service.
Prepared daily bank deposits for cash received from gaming tables or machines.
Promoted players' club by walking casino floor and signing up new guests.
Developed and maintained relationships with regular customers, including VIPs.
Explained club to guests and assisted with service needs to maintain high satisfaction and brand loyalty.
Removed non-abiding players and card counters for non-compliance with established rules.
Maintained accurate records of cash supply transfers in alignment with regulatory requirements.
Recognized by management for providing exceptional customer service.
Worked with cross-functional teams to achieve goals.
Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Completed routine maintenance and repair.
Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Managed household errands and other essential duties.
Identified needs of customers promptly and efficiently.
Completed day-to-day duties accurately and efficiently.

Machinist

Franklin Tubular Products

Franklin

11.2010 - 05.2017

Dismantled and inspected components to complete necessary adjustments and repairs.
Designed detailed preventive maintenance schedules to enhance tool performance.
Operated hand tools, drill presses, riveting machines and tap burners to safely produce projects.
Measured and marked dimensions and reference points to meet precise specifications.
Trained new employees in the use of machinery used in the manufacturing process.
Supervised other workers engaged in operating machines and making repairs on machinery.
Aligned components for assembly according to blueprint specifications using measuring instruments such as calipers or dial indicators.
Streamlined operational efficiencies by maintaining injection molding machines, dies, robotic bottle packing machines and vacuum and casting furnaces.
Set up, adjusted and operated basic or specialized machine tools to perform precision machining operations.
Changed worn cutting tools as needed during operation.
Trained, directed and instructed apprentices and helpers to increase production levels and meet established goals.
Operated forklift to place finished products on skids and transport to warehouse.
Separated scrap waste and related materials for reuse or recycling.
Observed machine operations to detect malfunctions or out-of-tolerance machining and adjust machines accordingly.
Monitored machine operation to detect any malfunctions or deviations from expected performance.
Observed operating machines or equipment to diagnose machine malfunctions and determine need for adjustments or repairs.
Monitored production output levels and made adjustments as necessary to maintain production goals.
Troubleshot and repaired machines to increase productivity and decrease spending.
Inspected material after completion for accurate measurements of dimensions.
Calibrated machinery to optimize performance according to prescribed standards and specific project needs.
Read and followed blueprints, diagrams and drawings to fabricate products.
Kept accurate records regarding production numbers and any repairs performed on machinery.
Maintained logs, lists and files and promptly completed necessary paperwork.
Verified conformance of finished work piece to specifications by checking measurements with a variety of precision measuring instruments such as height gauges, surface plates and protractors.
Selected appropriate speeds and feeds according to metal type and finish specifications.
Calculated dimensions and tolerances using knowledge of mathematics and instruments such as micrometers or vernier calipers.
Assembled machined parts into mechanical units using hand tools and power tools.
Measured, marked and scribed dimensions and reference points on material or work pieces as guides for subsequent machining.
Maintained quality and safety standards; kept records of maintenance and repair work.
Tested experimental models under simulated operating conditions to determine standardization and feasibility of design.
Troubleshot issues with machines and made necessary repairs or adjustments.
Monitored feed and speed of machines during machining process to report problems and required repairs.
Adjusted machine feed and speed, changed cutting tools, or adjusted machine controls when automatic programming was faulty or if machines malfunctioned.
Designed fixtures, tooling or experimental parts to meet special engineering needs.
Set up and operated various machine tools to produce precision parts and instruments.
Followed written instructions to set up and operate manual equipment and computer-controlled production machines.
Monitored feed and speed of machines during machining processes.
Maintained a clean and safe work environment by adhering to safety protocols.
Fabricated tools, jigs and fixtures to meet manufacturing and engineering needs.
Constructed appropriate offset corrections for tool wear, broken tools, and casting variations.
Measured, laid out and marked metal stock to display placement of cuts.
Sharpened, replaced and tracked cutting tools to adhere to strict quality control and usage schedules.
Aligned and secured holding fixtures, cutting tools and attachments onto machines.
Incorporated new preventive and corrective maintenance processes to increase equipment lifespan.
Monitored and adjusted processes or equipment to improve quality and productivity.
Read blueprints, sketches, drawings, manuals, specifications or sample part to determine dimensions and tolerance of finished work piece.
Sustained lockout and tag-out safety protocols by properly using equipment and materials.
Drilled holes in parts using drill presses.
Gauged and maintained tolerances on grinding diameters, depths, squareness and parallelism.
Performed routine maintenance on machinery, including lubrication, cleaning.
Calculated dimensions or tolerances using micrometers or vernier calipers.
Used grinding equipment for finishing surfaces and sharpening cutting edges on machined parts.
Followed established safety procedures while operating machinery.
Measured, marked and indicated dimensions and reference points on materials.
Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Provided support and guidance to colleagues to maintain a collaborative work environment.
Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Recognized by management for providing exceptional customer service.
Managed inventory and supplies to ensure materials were available when needed.
Operated equipment and machinery according to safety guidelines.
Updated and maintained databases with current information.
Prioritized and organized tasks to efficiently accomplish service goals.
Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Collaborated closely with team members to achieve project objectives and meet deadlines.
Maintained updated knowledge through continuing education and advanced training.
Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
Worked effectively in team environments to make the workplace more productive.

Education

High School Diploma -

Franklin High School

Franklin, NC

05-2004

Skills

Case management
Data entry
Regulatory compliance
Client assessment
Application processing
Interview techniques
Record keeping
Customer service
Conflict resolution
Problem solving
Team collaboration
Attention to detail
Time management
Customer service experience
Multitasking ability
Task prioritization
Professionalism
Resourcefulness
Government Programs Understanding
Training skills
Professionalism and boundaries
Personal accountability
Multitasking capacity
Application support
Relationship building
Computer proficiency
Resource information
Risk assessment
History verification
Reporting
Problem-solving aptitude

Fraud investigation
Sound mathematical reasoning
Flexibility
Self motivation
Organizational skills
Teamwork
Report writing
Decision-making
Problem-solving
Excellent communication
Presentation skills
Recordkeeping and data input
Reliability
Reference checking
Active listening
Effective communication skills
Continuous improvement
Verbal communication
Strong client relations
De-escalation techniques
Professional demeanor
Telephone etiquette
Detail orientation
Public speaking
Multitasking
Effective communication
Computational stats
Documentation skills
Policy interpretation
Teamwork and collaboration

Timeline

Income Maintenance Caseworker

Macon County Social Services

10.2024 - Current

Program and Development Tester

Drake Tax Software

05.2022 - 09.2024

Customer Service Representative

Drake Tax Software

09.2018 - 05.2025

Casino Gaming Host

Harris Casino

05.2017 - 09.2018

Machinist

Franklin Tubular Products

11.2010 - 05.2017

High School Diploma -

Franklin High School

Brian Cox

Summary

Overview

Work History

Income Maintenance Caseworker

Customer Service Representative

Program and Development Tester

Casino Gaming Host

Machinist

Education

High School Diploma -

Skills

Timeline

Income Maintenance Caseworker

Program and Development Tester

Customer Service Representative

Casino Gaming Host

Machinist

High School Diploma -

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