Shawn Alston

determine/redetermine applicant/client eligibility for program benefits through the FNS programs.

interviewing clients to obtain required information, completing initial applications, verifying the information obtained, determining eligibility, and/or completing scheduled program reviews. explain program(s) requirements and options and advise or refer clients to other program services as appropriate.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Participated in training programs to enhance product knowledge and customer service skills.
• Improved resolution time with effective problem-solving for customer complaints.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
• Managed a high volume of loan applications, consistently meeting or exceeding established processing timeframes for both new loans and refinancing.
• Handled any conditions sent from underwriting departments.
• Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
• Prepared file for final clear-to-close by branch management.
• Maintained accurate records of loan processing activities and documents in CRM system.
• Coordinated closing process with attorneys, title companies, and government clerks.
• Received on-going, comprehensive training on home loan products and mortgage process.
• Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
• Improved overall organizational efficiency by maintaining accurate electronic files of all mortgage-related documents within company databases.
• Reviewed financial statements and contacted institutions and customers to clarify details.
• Assisted underwriters in approving loans by verifying financial information and ensuring accurate documentation.
• Ensured compliance with federal lending regulations through meticulous attention to detail during the loan processing phase.
• Communicated with originator and applicant concerning progress of loan file.
• Developed strong working relationships with real estate agents, further expanding referral networks for the company.
• Analyzed borrower credit reports and income statements to verify accuracy.
• Contributed to business growth through diligent work on complex loan applications that resulted in successful closings.
• Upheld complete confidentiality of all submitted information according to release guidelines.
• Facilitated smooth closing processes by collaborating effectively with title companies, appraisers, and attorneys.
• Reduced loan application errors by implementing a thorough quality control process for all submitted applications.
• Enhanced client satisfaction by providing timely updates on their mortgage loan status and addressing concerns promptly.
• Expedited mortgage approval times by proactively resolving any discrepancies in borrower documentation.
• Set up and completed loan submission packages.
• Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
• Streamlined client communications by creating an organized system for tracking correspondence and followups.
• Boosted team efficiency by training new Mortgage Loan Processors on company policies, procedures, and software systems.
• Increased accuracy of loan data entry by implementing a standardized template for collecting borrower information.
• Educated customers on loan services and regulations to confirm compliance.
• Improved loan processing time by streamlining the application review process and enhancing communication with clients.
• Expedited closing processes, coordinating effectively with attorneys, real estate agents, and borrowers.
• Strengthened relationships with clients, following up after loan closure to ensure satisfaction and address any further needs.
• Ensured client confidentiality and security of personal information, adhering to strict data protection protocols.
• Improved approval rates with comprehensive background and credit checks on all mortgage applications.
• Contributed to business growth, establishing strong relationships with real estate professionals to generate new leads.
• Contributed to positive workplace environment, assisting colleagues with challenging cases and offering solutions.
• Facilitated smoother communication between stakeholders by regularly updating all parties on loan status.
• Enhanced loan processing efficiency by meticulously reviewing and verifying applicants' financial documents.
• Achieved high levels of accuracy in document processing, double-checking details against application requirements.
• Reduced processing errors, ensuring compliance with both internal policies and external regulations.
• Increased team productivity, sharing best practices and insights from complex loan processing scenarios.
• Optimized loan packages for clients, advising on best mortgage products to meet their financial goals.
• Verified credit histories, personal references and employment backgrounds for each applicant.
• Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
• Prepared loan documents and explained terms to clarify loan conditions and requirements with applicants.
• Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
• Stayed up to date on loan regulation changes, processing loan applications in compliance with current laws.
• Calculated, reviewed and corrected errors on interest, principal and closing costs.
• Corroborated on-time payments and meeting of loan terms by assessing customer accounts.
• Provided professional advice on loan applications by interviewing applicants, reviewing applications and verifying information gathered.

• Resolved complex child support issues with clear communication, strong negotiation skills, and a deep understanding of relevant laws and regulations.
• Reduced case backlogs by prioritizing urgent cases and diligently working through high-volume caseloads.
• Conducted regular performance evaluations of team members to ensure continuous improvement and adherence to agency standards.
• Maintained accurate case records, facilitating smooth audits and performance reviews of the agency''s operations.
• Optimized workflow processes within the office environment for enhanced productivity among Child Support Agent staff members.
• Assisted in the development of program policies and procedures, contributing to a more effective child support enforcement system.
• Developed tailored payment plans for non-custodial parents experiencing financial hardships while still meeting their obligations towards their children''s needs.
• Enhanced interagency collaboration for better information sharing and improved child support enforcement efforts.
• Collaborated closely with legal teams to prepare court documents related to paternity establishment, enforcement actions, or modification hearings.
• Managed sensitive client information with utmost confidentiality, ensuring data security and privacy compliance.
• Monitored ongoing cases for changes in circumstances that may require modifications or adjustments to existing support orders.
• Conducted thorough investigations to accurately establish paternity and enforce support orders.
• Streamlined communication with custodial parents, non-custodial parents, and other stakeholders to ensure timely resolution of cases.
• Improved child support collection rates by implementing efficient case management strategies.
• Supported the development of agency-wide goals, objectives, and key performance indicators in alignment with state and federal mandates for child support programs.
• Liaised with employers to enforce income withholding orders for timely disbursement of child support payments to custodial parents.
• Documented data and completed accurate updates to case records.
• Maintained detailed case histories, metrics and reports to meet strict standards.
• Contributed to court proceedings, advocating for family's best interests and recommending balanced solutions.

• Responded swiftly to emergency situations with appropriate use of force when necessary to protect both inmates'' well-being and facility security.
• Responded promptly to emergency situations and provided medical aid.
• Processed inmates by taking photographs and fingerprints.
• Improved facility safety by performing thorough inspections of cells, common areas, and property for contraband or damage.
• Took custody of prisoners from arresting officers to begin processing into detention facility.
• Contributed to the efficient processing of new detainees by conducting intake procedures such as fingerprinting, photographing, and inventorying personal belongings.
• Conducted physical searches of prisoners and premises in search of weapons and contraband.
• Managed daily operations, including supervising inmate work details, meal distribution, and recreational activities.
• Transported prisoners throughout facility and off-site to medical appointments and court appearances.
• Maintained a safe environment for inmates and staff through effective communication and adherence to established protocols.
• Wrote daily reports and maintained logs of inmate activities and behaviors.
• Participated in ongoing training sessions to stay current on best practices in detention management and security protocols.
• Attended to feeding, housing, and physical well-being of inmates.
• Assisted in reducing incidents of violence by implementing conflict resolution strategies and de-escalation techniques.
• Physically restrained prisoners during prisoner altercations using leverage holds and legal force.
• Created and maintained positive relationships with inmates to build rapport and trust.
• Enhanced inmate security by conducting regular cell checks and monitoring daily activities.
• Collaborated with fellow officers to maintain order and resolve conflicts among detainees efficiently.
• Processed prisoners through appropriate identification and documentation processes as part of facility booking procedures.
• Managed visitation schedules effectively to maintain an organized flow of visitors while adhering to security requirements.
• Ensured accurate record-keeping of all detainee information through meticulous documentation of incidents, infractions, or medical needs.
• Regularly conducted security and sanitation checks.
• Provided support to inmates by addressing their concerns promptly and professionally while maintaining facility rules and regulations.
• Verified identification using specialized databases and methods such as fingerprinting.
• Processed visitors and attorneys arriving to see prisoners.
• Inspected jail conditions and took action to rectify problems in order to meet state and federal regulations for health and safety.
• Supervised and controlled behavior of Number inmates.
• Facilitated positive relationships between staff members through open communication channels, fostering a cohesive team environment.
• Provided counseling and guidance to inmates to boost wellbeing.
• Supported internal investigations into potential policy violations or criminal activity within the detention center environment.
• Assisted in the preparation and execution of transport assignments, ensuring both detainee and officer safety during transfers to other facilities or court appearances.
• Assisted in development of operational policies to enhance facility security and efficiency.
• Provided safety for staff and detainees, maintaining constant surveillance and immediate response protocols.
• Reduced contraband incidents with meticulous cell inspections.
• Ensured compliance with legal standards, meticulously documenting incidents and daily activities.
• Maintained order during high-stress situations, utilizing conflict resolution skills to de-escalate potential threats.
• Reduced response times to incidents, establishing clear protocols and regular drills.
• Made rounds at specified intervals and conducted head counts and roll calls.
• Assisted in intake and release of inmates.
• Responded to emergency situations and de-escalated hostile confrontations.
• Supervised inmates during meals, recreation and other activities.
• Enforced rules and regulations to maintain order among inmates.
• Prepared reports to document incidents and violations.
• Investigated and responded to incidents of inmate misconduct.
• Documented inmate behavior and activities in logbooks.
• Provided assistance and guidance to inmates regarding daily activities.
• Responded to inquiries from inmates and other members of public.
• Interviewed inmates to obtain information and evidence.
• Restrained juvenile inmates when disturbances required physical intervention.

Search system to determine eligibility for program, evaluate budget and household composition.

➢ Enter information in the system to determine budgets

➢ Determine citizenship by verifying through the system of SOLIQC

➢ Navigate NCFAST

➢ Determine if client needs to cooperate with child support.

➢ Check variety of state systems.

➢ Redetermine clients cases, evaluate for correct Program

➢ Utilize (NC FAST) to verify client information and resolve client concerns in a timely

manner

➢ Manage an intake system (Scheduler) to log in clients to meet with assigned caseworkers.

➢ Strategically organize sensitive and classified client information to prevent HIPPA

infractions.

➢ Exceptional Customer Service Skills: Effectively communicate to assess and resolve client

needs. Handle client complaints/dissatisfaction in a professional and timely manner.

➢ Team Lead, train temporary staff in two different lobbies and orient Income Maintenance

CaseWorkers

➢ The primary purpose of this position is to accept and evaluate client applications to verify eligibility for participation in the Food and Nutrition Services, Family and Children's Medicaid,.

➢ Responsible for correctly entering data related to client recertification for Medicaid, Food and Nutrition Services, and Work First to ensure paperwork is accurately linked to the correct Casework

• 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.
• Interviewed applicants for services and supported application completion as necessary.
• Described procedures, requirements, and benefits to clients and interested parties.
• Utilized complex client management systems, both digital and manual and maintained sensitive information in highly encrypted databases.
• Kept and established comprehensive case files to support proper documentation and record retention.
• Maintained confidentiality of client information according to legal and ethical standards, ensuring trust between clients, families, and staff members.
• Managed caseloads effectively by prioritizing tasks based on urgency and complexity, ensuring timely delivery of services to all clients.
• Supported clients in navigating social service systems, advocating on their behalf when necessary.
• Conducted assessments and maintained accurate records, contributing to effective case management.
• Contributed to team meetings by sharing insights from direct work with clients, promoting collaborative problem-solving strategies.
• Documented client progress and activities in accordance with agency policies and procedures.
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• • Monitored continual compliance for all program requirements and performed needs analysis for eligibility assistance
• • Created, maintained and analyzed spreadsheets to accurately track departmental and client information
• • Prepared and maintained legal documents for court proceedings, in addition to filing motions
• • Utilized Automated Collection Track System for child support case initiation, generated documents for non-custodial parents
• • Utilized multiple resources, including social media, and investigative training to locate delinquent child support offenders, while
• performing employment and income verification
• • Maintained a systematic records keeping for records
• • Organized files daily in a various file rooms.
• • Interview clients to gather information for child support paperwork.
• • Navigated NCFAST and other system
• • Answered phones attended court and prepared cases for court records.

• Greeted and maintained staff entry in a heavily secured detention environment, with attention to detail regarding security and

safety

• Transported inmates to appointments, job interviews, employment, court appearances and checked on inmates for home visits

• Performed accounting and payroll management services, created and maintained monthly canteen, laundry reports, budget Reports

I started as a Corrections Officer and was promoted.