Summary
Overview
Work History
Education
Skills
Timeline
Generic

Elaynee Marie N. Reyes

Inarajan,GU

Summary

Dynamic Eligibility Specialist I with Department of Public Health & Social Services, skilled in data analysis and impactful communication. Streamlined case management processes, significantly enhancing accuracy and compliance. Demonstrated expertise in mentoring teams and resolving conflicts, ensuring exceptional service and client satisfaction in public assistance programs.

Overview

11
11
years of professional experience

Work History

Eligibility Specialist I

Department of Public Health & Social Services
04.2022 - Current
  • Reviews and analyzes client data to determine eligibility; screens information for accuracy, and ensures that policies are applied according to federal and local standards.
  • Obtain and review, within defined guidelines, eligibility information and documentation to determine initial and continuing eligibility for public assistance.
  • Performs case management functions, organizes files, prepares and emails correspondence, reviews case information and status, updates the database, and assures the accuracy and completion of the application.
  • Organizes caseload so that necessary case records and documents are processed and updated within specific time limits established by regulation and local policy.
  • Inputs client application information and client statement into an automated computer system; enters and retrieves numerical and narrative data
  • Take timely action on the application, whether to approve, pend, or deny the application, or terminate the ongoing case based on the interview, research, and analysis of the information provided.
  • Re-evaluate case situations on a monthly basis to determine continued participation in the program and update case information in the eligibility system to revise the extent of entitlement based on information reported by the recipient.
  • Prepare certifications as required by recipients to other agencies regarding program participation.
  • Evaluate applicant’s eligibility and compute benefit amount with use of calculator
  • Deny applications or terminate on-going cases based on information which indicates client is ineligible for benefits
  • Analyzed documentation to ensure compliance with regulatory requirements.
  • Collaborated with team members to improve workflow and case processing efficiency.
  • Communicated effectively with clients, addressing inquiries and resolving issues promptly.

Room Reservations Supervisor

Sheraton Laguna Guam Resort
06.2014 - 03.2022
  • Improved customer satisfaction by efficiently managing reservations and addressing guest concerns.
  • Streamlined reservation processes for increased accuracy and reduced booking errors.
  • Mentored team members to enhance their customer service skills, resulting in improved guest feedback.
  • Collaborated with other departments to ensure seamless guest experiences from reservation through checkout.
  • Developed training materials to help new hires quickly become proficient in company policies and procedures.
  • Resolved escalated customer issues, ensuring a positive outcome for both the guest and the organization.
  • Conducted performance evaluations for staff, identifying areas of improvement and providing constructive feedback.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Provided customers with information about availability and pricing.
  • Resolved various issues and discrepancies for customers.
  • Handled billing information over phone.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Worked closely with front desk to achieve full occupancy of property.
  • Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
  • Monitored daily sales performance and provided feedback to each team member.

Education

High School Diploma -

Southern High School
Guam
06-2014

Skills

  • Knowledgeable computer software, such as Microsoft Word and Excel
  • Effective communication skills
  • Confidentiality
  • Customer service
  • Knowledge of federal and local policies and procedures concerning public assistance programs
  • Ability to plan, direct, and supervise the work of others
  • Ability to communicate effectively and orally
  • Data analysis
  • Case management
  • Time management
  • Conflict resolution
  • Recordkeeping and data input

Timeline

Eligibility Specialist I

Department of Public Health & Social Services
04.2022 - Current

Room Reservations Supervisor

Sheraton Laguna Guam Resort
06.2014 - 03.2022

High School Diploma -

Southern High School

Similar Profiles

CREATE PROFILE
Elaynee Marie N. Reyes