Connie Boyd
Charlotte
Summary
Detail-oriented eligibility specialist skilled in data entry and recordkeeping. Known for effective communication and problem-solving abilities, contributing to accurate eligibility determinations and improved client experiences. Committed to delivering exceptional service in fast-paced environments.
Professional with experience in customer service roles, adept at addressing customer needs and resolving issues efficiently. Strong focus on team collaboration and achieving results ensures reliability and adaptability to changing demands. Skilled in communication, conflict resolution, and maintaining positive customer experience, with consistent track record of contributing to team success and high customer satisfaction.
Overview
6
6
years of professional experience
Work History
Eligibility Specialist/Customer Service Call Center Representative
Mecklenburg County Government
02.2025 - 10.2025
- Assessed client eligibility for various assistance programs using state guidelines and regulations.
- Processed applications and documentation to ensure compliance with program requirements and deadlines.
- Provided accurate information regarding benefits, eligibility criteria, and application procedures to clients.
- Conducted interviews to gather necessary information for determining eligibility and resolving discrepancies.
- Maintained detailed records of client interactions and case notes in electronic database systems.
- Assisted clients in navigating online application systems, enhancing user experience and accessibility.
- Participated in training sessions to stay updated on policy changes affecting eligibility assessment processes.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained up-to-date knowledge of county services and programs to assist callers effectively.
- Collaborated with team members to resolve complex issues, ensuring timely follow-up and resolution.
- Improved data accuracy with diligent maintenance of applicant records and database management.
- Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
- Achieved personal performance goals through effective call management, prioritization, and time management.
Administrative Assistant/Call Center Customer Service Representative
Hire Quest Direct
03.2020 - 06.2023
- Managed scheduling and calendar coordination for executives, ensuring efficient time management.
- Assisted in preparing reports and presentations, enhancing communication with stakeholders.
- Maintained organized filing systems, improving document retrieval and office efficiency.
- Facilitated office supply management, reducing costs through vendor negotiation and inventory tracking.
- Collaborated with team members on project support tasks, fostering a cohesive work environment.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained inventory of office supplies and placed orders.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Liaised between clients and vendors and maintained effective lines of communication.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Documented customer interactions in CRM system, maintaining thorough records for quality assurance.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Reduced call resolution time through efficient problem-solving and communication skills.
Administrator Assistant/Customer Service Call Center Representative
American Airlines
10.2021 - 10.2022
- Managed scheduling and coordination of executive meetings and travel arrangements.
- Assisted in preparing reports and presentations for departmental meetings.
- Maintained accurate records using company database systems for document management.
- Facilitated communication between departments to streamline operations and enhance service delivery.
- Developed and maintained filing systems to ensure easy access to important documents.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Handled high volume of phone calls, directing callers to appropriate personnel or providing information as needed.
- Managed confidential information with discretion, ensuring the privacy of sensitive documents.
- Managed incoming mail and correspondence, distributing items as necessary while maintaining confidentiality of sensitive materials.
- Performed routine clerical tasks by scanning, filing, and copying documents.
- Developed positive relationships with clients through excellent customer service skills during phone calls or face-to-face interactions.
- Increased efficiency in data entry tasks by implementing time-saving techniques and software tools.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
Education
RBT-Registered Behavior Technician
Relias
Charlotte10-2025
Certificate - Medical Coding And Billing
CGS Medical Coding And Billing
Charlotte, NC07-2021
Skills
- Data entry
- Effective communication skills
- Microsoft office
- Telephone etiquette
- Applicant support and service
- Recordkeeping and data input
- Excellent communication
- Critical thinking
- Analytical thinking
- Customer service
Timeline
Eligibility Specialist/Customer Service Call Center Representative
Mecklenburg County Government
02.2025 - 10.2025
Administrator Assistant/Customer Service Call Center Representative
American Airlines
10.2021 - 10.2022
Administrative Assistant/Call Center Customer Service Representative
Hire Quest Direct
03.2020 - 06.2023
RBT-Registered Behavior Technician
Relias
Certificate - Medical Coding And Billing
CGS Medical Coding And Billing