Lakeshia Tinsley

Experience

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  Verizon

  Apr 2000 - Jul 2010

  Answering inbound calls & Making outbound calls. Dealing with existing customers, potential customers, Internal Business and Residential Service Center Representatives, Vendors and Idearc Sales Representatives. Analyzing, Editing and Interpreting service orders. Establishing, Reviewing, Correcting, Revising, Removing and/or Adding White Page listings for publication. Performing clerical functions to update phone directories including proofreading, copy editing, reports processing and problem solving. Processing documents for Yellow and White Pages advertising and reviewing for compliance with corporate standards and printing specifications. Verifying and processing directory book close and customer billing reports. Performing duties within established schedules to meet deadlines. Update, Collect & Compile data. Show less Answered inbound calls in a fast-paced, high-volume call center. Highly organized with attention to detail and ability to service several transactions simultaneously. Explained and provided verbal instructions on products. Mailed, faxed or emailed instructional materials on products. Proactively sold products, quoted rates, Placed orders to add or remove products. Decided appropriate action needed to resolve the customer's problem. Dealt tactfully and effectively with difficult customers. Supervised as a Floor Coach to assist with training and developing new employees. Promoted to temporary management when needed to act as a supervisor and takeover irate calls, when needed to work on the help desk to expedite customer problems to various supervisors in other departments, and to handle customer callbacks & complaints. Show less

  • Directory Compilation Clerk

    Jan 2006 - Jul 2010

  • Office Clerk

    Jan 2003 - Jan 2006

  • Telecommunications Specialist

    Apr 2000 - Jan 2003
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  City of Richmond, Virginia

  Sept 2010 - Mar 2011

  Benefits Program Specialist I

  Conducts interviews of applicants for Energy/Fuel, Crisis, Cooling & Primary Assistance. Process Medicaid ABD re-certifications & ex-parte reviews. Obtain necessary documentation to determine eligibility for assistance based upon guidelines. Evaluates eligibility by utilizing policy manuals. Explains nature of temporary assistance benefit programs. Determines reasons and need for assistance. Educates clients on responsibilities, rights and program availability. Collect data to calculate benefit payment amounts. Manage caseloads within specified guidelines per program. Evaluates accuracy of data secured. Verifies information through correspondence, telephone and in-person interviews. Compiles data and maintains statistical reports related to caseload. Prepares case narrative and documentation. Refer customers to other resources/services within the City Of Richmond and/or other localities and to outside agencies/vendors. Utilizing a variety of automated federal and state data systems such as ADAPT, SVES, SPIDeR & VEC. Knowledge of Federal, State & Local Laws, Welfare Reform & the Privacy Act. Show less

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  Commonwealth of Virginia

  Mar 2011 - Feb 2013

  Knowledge of Federal, State & Local laws and regulations; Utilizing a variety of automated federal and state data systems such as APECS, SPIDeR, DMV, LIDS, EBQS, VAPEP, IDEC & ADAPT. Duties include locating non-custodial parents; establishing paternity; determining and assessing child support obligations and health care coverage; and ensuring compliance of child and/or medical support orders through a number of administrative and judicial enforcement actions. Manage cases using administrative processes when possible, and provide testimony in court proceedings when required. Interpret and apply regulations, laws, policies and procedures; Manage large caseloads; Analyze and interpret records, documents, reports. Interact with the general public and a diverse audience with a demonstrated skill in working effectively with difficult/hostile individuals to resolved problems; Work independently; plan, organize, and handle multiple priorities. Obtaining and assessing information through interviewing and Provide effective oral and written communication. Monitor daily work logs, Process legal documents and incoming mail & correspondence Show less Knowledge of Federal, State & Local laws and regulations; Utilizing a variety of automated federal and state data systems such as APECS,SPIDeR, DMV, LIDS, EBQS, VAPEP, IDEC & ADAPT. Monitor worklists daily, Setup & process new TANF cases & update existing ADC cases. Provide clients with excellent customer service. Explain to clients about the process and their case information. Apply policies & procedures from policy manuals. Communicate effectively with a diverse population. Perform mathematical computations & Keep accurate daily work logs. Receiving and initiating telephone calls and correspondence to/from custodial parents, non-custodial parents, courts and other government agencies to provide/gather information and data to resolve case management problems and issues. Interpreting court orders and creating initial financial records. Assigning established cases to proper program unit once finished in Intake. Conducting online locate activities on new cases while obtaining additional demographic, financial and legal documentation to correct and complete each case. Clear error reports from system interface. Show less

  • Support Enforcement Specialist

    Feb 2012 - Feb 2013

  • Program Support Specialist

    Mar 2011 - Feb 2012
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  County of Henrico

  Feb 2013 - Apr 2015

  Human Services Specialist II

  Interviews and Determines applicants and recipients eligible for medical assistance. Interprets policies and procedures applicable to the various program. Assists applicants in completing required forms when necessary. Effectively communicates to clients the need to become self-sufficient and independent. Ensures timely processing of applications. Detects fraud cases and makes appropriate referrals. Complies and Maintains data, documents and records. Prepare written case narratives to support eligibility determinations. Performs other related work as assigned by supervisor. Explores potential sources of incomes and assesses resources. Effectively plan & organize my workload to meet strict deadlines. Provide excellent customer service to all internal & external clients. Work independently as well as understanding the overall team goal. Knowledge of computer systems such as: VACMS, Adapt, Spider, MMIS, SVES, File Net, Common Help and more. Show less

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  City of Richmond, Virginia

  Apr 2015 - Aug 2019

  • Intensive Case Manager

    Feb 2019 - Aug 2019

  • Social Services Case Manager

    Apr 2015 - Feb 2019
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  County of Prince George, VA

  Aug 2019 - now

  • Children's Service Act Coordinator

    May 2021 - now

  • Benefits Program Specialist III

    Aug 2019 - now