Karen Jones
Charlotte,NC
Summary
Enthusiastic caseworker eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of functions of job at hand once presented and feel that begin a fast learner who is willing to take on new and difficult tasks. Caseworker who goes above and beyond to maintain a professional working relationship with clients and for overall success. Motivated to learn, grow and excel.
Overview
24
24
years of professional experience
Work History
Sales Associate
CVS Pharmacy
09.2024 - Current
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
Sales Associate
CVS Pharmacy
05.2023 - 09.2024
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Solved customer challenges by offering relevant products and services.
- Prioritized helping customers over completing other routine tasks in store.
Social Worker II
Carteret County
07.2017 - 12.2023
- Educated families on available community resources, connecting them with essential services such as housing assistance, financial aid, or healthcare providers.
- Followed instructions and procedures to complete assigned tasks.
- Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
- Conducted home visits to assess living environment and facilitate access to necessary resources.
- Maintained accurate case documentation, ensuring compliance with regulatory standards and facilitating informed decision-making by team members.
- Advocated for clients'' rights, navigating complex systems to secure necessary resources and benefits.
- Improved client well-being by conducting comprehensive assessments and developing tailored intervention plans.
- Assisted clients with navigating and accessing social services such as housing and medical care.
- Conducted home visits to assess family dynamics, providing guidance on effective communication strategies and conflict resolution techniques.
- Helped clients with recognizing and managing mental health concerns through evidence-based interventions.
- Collaborated with multidisciplinary teams to provide comprehensive support for clients.
- Developed and maintained strong relationships with community resources for successful referrals.
Income Maintenance Caseworker II- Adult Medicaid
Carteret County
09.2014 - 07.2017
- Maintaining a regular case load, taking applications and by determining eligibility for Medicaid by deadlines. Included programs are Medicaid for the disabled, Medicaid for the aged, and qualified Medicare beneficiaries including programs such as MQB/Q, MQB/B and MQB/E.
- Upon taking disability applications, a disability assessment was conducted and sent to Disability Determination Services for review.
- Doing intake and backup by seeing and taking applications for clients on a rotating basis and to process all applications taken. Applications include office visits, mail ins, applications from hospitals, Low Income Subsidy applications, Federal Marketplace applications, EPass applications and spin-off application from Family and Children's Medicaid.
- Conduct reviews on clients by determining eligibility for Medicaid and process reviews by deadlines.
- Programs used for completing job include NCFAST, NCDOT, OLV's (on-line verification), work number, Lee County GIS, Microsoft Word, Microsoft Office, Microsoft Excel, printer and scanner.
- Having to meet deadlines and process applications, reviews, and changes all in an efficient manner.
- Answering calls and making changes per client request per phone and in person.
- Being able to multi-task on all levels.
- Being able to handle high pressure situations.
- Increased customer satisfaction by resolving issues timely.
- Contributed to team results in fast-paced stressful environments.
- Supported needs of Income Maintenance Caseworker with skill and efficiency.
- Completed clerical tasks such as filing, copying and distributing mail.
- Resolved client problems, improved operations and provided exceptional client support.
- Worked with Medicaid clients to understand needs and provide timely and exceptional service.
- Gathered information via telephone, mail or in person from clients applying for assistance.
- Determined if applicants met eligibility for public assistance programs.
- Documented all communication with applicants and inputted information into system using software listed above.
- Followed guidelines when reviewing applicant data to determine eligibility for medical assistance.
- Interviewed applicants and explained scope of different available benefits.
- Managed processing of all benefits applications, including those for financial assistance and food stamps.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
Retail Wireless Consultant
US Celluar
02.2001 - 10.2009
- Researched customer database to determine current plan and offer service options.
- Set up wireless services for 1 to 4 customers each day.
- Provided technical support to customers experiencing device-related issues, troubleshooting problems effectively to minimize downtime.
- Established trust between our firm and its patrons due to my commitment towards providing consistently high-quality service throughout each interaction.
- Managed cash register transactions accurately, ensuring timely reconciliation of daily sales reports.
- Boosted sales through effective product demonstrations and explaining benefits of various wireless plans.
- Assisted customers in selecting suitable devices, accessories, and wireless plans based on their preferences and requirements.
- Collaborated with team members to achieve store goals and improve overall performance.
- Increased customer satisfaction by providing personalized service and addressing individual needs.
- Maintained strong relationships with customers, resulting in repeat business and referrals.
- Developed strong rapport with clientele through attentive listening skills that allowed me to understand their unique wireless needs better.
- Achieved higher-than-average success rates when matching clients to optimal mobile solutions because of my knack for interpreting consumer trends within marketplace.
- Stayed up to date with industry trends, ensuring accurate information was provided to customers regarding new products and promotions.
- Performed cash, card, and check transactions to complete customer purchases.
Education
Bachelor of Science - Industrial Electronics Technology
North Carolina
Greensboro06.1992
Skills
- Customer service experience
- Filing and recordkeeping
- Compliance standards
- Policy Interpretation
- Maintains confidentiality
- Application Review
- Program knowledge
- Resource information
- Appointment Scheduling
- Effective communication skills
- Documentation and paperwork
- Quality Assurance
- Data Entry
- Time management
- Recordkeeping
- Documentation
- Customer Service
- Proficiency in NCFAST, The Work Number, OLV'S, NCTRACKS
- Applicant engagement
- HIPAA knowledge
- Medicaid knowledge
- Effective Organizational skills
- Efficient with timing of work and deadlines
- Relationship Building
- Eligibility Determination
- Problem-Solving
- Time Management
- Multitasking Abilities
- Organizational Skills
- Decision-Making
- Active Listening
- Documentation skills
- Task Prioritization
- Case Management
Timeline
Sales Associate
CVS Pharmacy
09.2024 - Current
Sales Associate
CVS Pharmacy
05.2023 - 09.2024
Social Worker II
Carteret County
07.2017 - 12.2023
Income Maintenance Caseworker II- Adult Medicaid
Carteret County
09.2014 - 07.2017
Retail Wireless Consultant
US Celluar
02.2001 - 10.2009
Bachelor of Science - Industrial Electronics Technology
North Carolina
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