Tessa Icard
Newton
Summary
Dynamic Income Maintenance Caseworker with a proven track record in public speaking, community integration, and crisis counseling. Devoted to assisting clients by determining eligibility for Medicaid and Medical benefits. Recognized for excellent communication and interpersonal skills, fostering strong relationships in fast-paced environments while delivering reliable client service. A collaborative team player dedicated to enhancing client experiences and outcomes through empathy and professionalism.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Income Maintenance Caseworker II
Iredell County DSS
03.2023 - Current
- Determine eligibility for public assistance programs by analyzing complex financial, medical, and household data.
- Coordinate referrals for medical and community-based services; handle prior authorization requests and ensure proper documentation.
- Successfully managed caseloads of up to 120+ clients, ensuring all paperwork was completed accurately and on time.
- Initiated contact with employers, educational institutions and other agencies when necessary to verify information provided by clients.
- Developed strong interpersonal skills while working with a diverse client base.
- Responded promptly to inquiries from customers regarding their eligibility status or application process.
- Maintained confidential records for each client, adhering to state regulations and policies.
Sales Support Rep II
MSC Industrial Supply Co.
01.2021 - 03.2023
- Handled 80-150 inbound inquiries daily from clients and field reps regarding orders, tracking, and returns.
- Consistently exceed monthly performance targets through accurate and timely case processing.
- Demonstrated effective communication skills when interacting with customers via phone, email, and chat platforms.
- Created and resolved support tickets in ticketing system, maintaining high standards for responsiveness and accuracy.
- Processed orders promptly and accurately according to established protocols.
Loaner Dept. Manager
Randy Marion Chevrolet
06.2018 - 01.2021
- Trained and supervised associates on customer service excellence and strong company culture.
- Maintained accurate inventory records, ensuring all products were accounted for at all times.
- Handled escalated customer issues, driving customer satisfaction and repeat business.
- Utilized strong organizational skills to develop efficient processes for managing daily operations.
- Supervised a team of 5 while managing dispatch and inventory of dealership loaner vehicles.
- Led customer service improvements resulting in a 25% increase in client satisfaction scores.
- Recruited qualified personnel who met or exceeded job requirements.
- Utilized computer and point of sale systems for maintaining inventory and managing profit and loss.
KBB Specialist
Randy Marion Chevrolet
07.2017 - 06.2018
- Handled inbound leads from Kelley Blue Book and other sources, ensuring timely follow up and professional customer engagement.
- Leveraged strong communication skills to build relationships with clients.
- Attended management meetings to record new directives and information, offering insights and suggestions to improve procedures.
- Utilized the Kelley Blue Book Instant Cash Offer platform to manage and convert leads.
- Performed precise and transparent vehicle appraisals using Kelley Blue Book tools, market data, and industry trends to determine and negotiate competitive offers.
- Consistently exceeded monthly and quarterly sales targets by leveraging KBB valuations during customer trade in and purchase negotiations.
Education
Social Worker in Income Maintenance Caseworker -
Mitchell Community College
05-2019
Skills
- Customer service
- Verbal and written communication
- Time management
- Verbal communication
- Eligibility determination
- Adaptability
- Conflict Resolution
- Teamwork and collaboration
- Strong client relationship building
- HIPAA
- Client assessment
- Compliance standards
Certification
- NC FAST Certification
- Certified Customer Service Professional
Languages
English
Native or Bilingual
Timeline
Income Maintenance Caseworker II
Iredell County DSS
03.2023 - Current
Sales Support Rep II
MSC Industrial Supply Co.
01.2021 - 03.2023
Loaner Dept. Manager
Randy Marion Chevrolet
06.2018 - 01.2021
KBB Specialist
Randy Marion Chevrolet
07.2017 - 06.2018
Social Worker in Income Maintenance Caseworker -
Mitchell Community College