TAYLOR CABATU
South Saint Paul
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Seasoned eligibility interviewer for government programs with comprehensive background in managing client interviews, determining benefits eligibility, and processing applications efficiently. Specialize in eligibility determination, case management, and regulatory compliance. Excel in communication, problem-solving, and adaptability, ensuring smooth operations and client satisfaction.
Accomplished and detail-oriented professional with 7 years of experience in customer service, case management, and hospitality. Proven track record in managing high-volume caseloads, processing benefits, and providing exceptional guest services. Skilled in various software systems, including OPERA, PATRON MANAGEMENT, and ALOHA. Possesses strong leadership and coaching skills, with experience in managing teams and mentoring employees. Proficient in conflict management and guest services, with a strong background in customer service training.
Overview
15
15
years of professional experience
Work History
ELIGIBILITY SPECIALIST
Wright County Soccer Club
BUFFALO
11.2024 - 02.2025
- Maintained comprehensive knowledge of program regulations, policies, and procedures.
- Monitored client accounts for any changes that could impact eligibility requirements.
- Communicated regularly with clients regarding their application status or changes in policies or procedures that may affect them.
- Researched case histories, court decisions, legal articles, statutes, codes, and other data pertinent to determination of eligibility.
- Conducted detailed interviews with applicants to determine their eligibility for assistance programs.
- Ensured compliance with all applicable laws and regulations governing benefit programs.
- Prepared detailed reports outlining the reasons why an individual was denied benefits.
- Attended regular training sessions to stay up-to-date on new rules and regulations.
- Processed client applications in accordance with established guidelines.
- Analyzed financial information provided by applicants to verify income levels.
- Collaborated with other departments within the organization to ensure accurate processing of applications.
- Provided guidance on how to apply for benefits and answered questions related to the process.
- Assisted clients with completing forms required for processing applications.
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits.
- Verified applicant's identity and other relevant documents such as birth certificates or Social Security cards.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Gathered financial information from clients regarding income, assets and debts.
- Contacted client references and employers to determine legitimacy of applicant information.
- Explained reasons behind application denials and recommended further action.
- Reviewed applications to verify client information and resolve discrepancies.
- Responded to client inquiries and concerns and escalated complex problems to department supervisors.
- Managed intake of new claims and performed routine follow-ups.
- Conducted interviews with applicants, explaining benefits process, and which programs were available.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
FINANCIAL WORKER II
Ramsey County Care Center
ST PAUL
04.2018 - 11.2024
- Performed outreach activities within the community to inform individuals about available benefits or services they may be eligible for.
- Maintained accurate records of client interactions and program activities.
- Participated in regular training sessions on new policies or procedures related to eligibility requirements.
- Provided information to clients regarding their rights, responsibilities, and other relevant matters related to the programs they were applying for.
- Evaluated changes in family or financial circumstances that could affect an individual's eligibility for assistance programs.
- Researched discrepancies in submitted documentation as needed.
- Assessed clients' eligibility for public assistance programs and services.
- Responded promptly to inquiries from potential applicants by phone or email.
- Ensured adherence to all applicable federal, state, and local laws governing public assistance programs.
- Attended workshops, seminars, and conferences related to public assistance programs.
- Conducted interviews with applicants to verify all documentation provided was accurate and up-to-date.
- Updated computer databases with current client information and status updates.
- Conducted interviews with applicants, explaining benefits process, and which programs were available.
- Processed benefits applications and documents for food stamps and medical assistance.
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Gathered financial information from clients regarding income, assets and debts.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
VIP CONCIERGE/CUSTOMER SERVICE SPECIALIST
MGM Grand
LAS VEGAS
12.2015 - 05.2017
- Maintained communication with third-party vendors related to special requests made by VIPs during their stay.
- Handled complaints from customers promptly and professionally while resolving issues quickly.
- Collaborated with other departments such as housekeeping, engineering, and front desk to ensure smooth operations and customer satisfaction.
- Assisted in organizing special events for VIPs according to their preferences or needs.
- Coordinated with hotel staff to ensure that all guests receive the highest level of service and satisfaction.
- Planned itineraries for VIPs based on their interests and preferences while staying at the property.
- Organized private parties or meetings for customers according to their specifications.
- Kept abreast of current trends in hospitality industry relating to VIP Concierge Services.
- Greeted and welcomed VIPs upon arrival, ensuring a seamless experience throughout their stay.
- Created detailed reports on guest feedback received through surveys or comment cards.
- Tracked daily expenses incurred due to providing concierge services for guests.
- Ensured timely responses to inquiries from guests regarding services or amenities provided by the hotel.
- Developed relationships with vendors outside the hotel in order to provide additional services for guests' requests.
- Managed and updated guest information database to ensure accurate records are kept for each guest.
- Provided personalized assistance to VIPs in arranging transportation, restaurant reservations, and event tickets.
- Arranged special accommodations for guests to enhance visitor experiences.
- Managed a concierge desk, keeping area organized and stocked with necessary materials.
- Maintained knowledge of local attractions, events, and nightlife to offer current advice.
- Directed incoming calls and messages to appropriate staff or residents.
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
- Facilitated communication between guests and hotel services, such as housekeeping and dining.
- Arranged airport transfers and local transportation for guests.
- Managed guest check-ins and check-outs, ensuring a seamless experience.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Took reservations from patrons by phone or online.
- Responded to customer emails with accurate product and service information.
- Followed up with customers after transactions to ensure satisfaction levels were met.
ASSISTANT SALES MANAGER
Nordstrom
LAS VEGAS
11.2009 - 12.2015
- Trained new sales staff on product knowledge, sales techniques, and company policies.
- Conducted weekly and monthly meetings to review progress against goals and objectives.
- Resolved customer complaints in a timely manner while maintaining excellent customer relations.
- Developed and maintained relationships with key clients to ensure repeat business.
- Developed strategies to increase sales volume and market share.
- Coordinated trade shows and other events to promote company products or services.
- Prepared reports detailing performance metrics such as sales volumes and conversion rates.
- Managed a team of sales representatives by providing guidance, training, and support.
- Provided leadership on special projects as needed to drive business growth objectives.
- Analyzed sales data to identify trends, opportunities, and areas for improvement.
- Reviewed current procedures for efficiency improvements across all sales operations.
- Ensured accurate forecasting of monthly, quarterly, and annual revenue targets.
- Opened and closed store, set up registers and secured cash.
- Established action plans for team members and helped each person attain objectives.
- Met with team on weekly basis to identify sales opportunities, discuss strategies and execute new promotions.
- Developed effective sales team members through highly individualized coaching.
- Promoted exceptional levels of customer service by asking open-ended questions and assisting clients on sales floor.
- Taught new associates sales tactics and performance improvement techniques.
- Managed daily administrative tasks to ensure the sales team's operations run smoothly.
- Collaborated with the marketing department to develop promotional materials and sales strategies.
- Supported sales manager in developing and implementing sales strategies to increase market share.
- Facilitated team meetings to discuss sales progress, targets, and strategies for improvement.
- Monitored inventory levels and coordinated with the procurement department to ensure product availability.
Education
Associate of Arts - CRIMINAL JUSTICE/HUMAN SERVICE
Eastern Gateway Community College
Steubenville, OH08-2019
Associate of Arts - CRIMINAL JUSTICE
CENTRAL LAKES COMMUNITY
Brainerd, MNAssociate of Arts - CRIMINAL JUSTICE
ST CLOUD STATE
Saint Cloud, MNBachelor of Arts - HUMAN SERVICES
Southern New Hampshire University
Hooksett, NHSkills
- Application assessment
- Effective communication skills
- Applicant engagement
- Recordkeeping and data input
- Documentation and paperwork
- Applicant support and service
- Interviewing techniques
- Income verification
- Proficiency in MAXIS, MMIS, CAFE, CASEWORKS, LASER FIECHE, ONBASE, SIR, SMI, OUTLOOK, MICROSOFT
- Eligibility procedures
- Telephone etiquette
- Appointment scheduling
- Confidentiality
- Public assistance programs
- Policy interpretation
Timeline
ELIGIBILITY SPECIALIST
Wright County Soccer Club
11.2024 - 02.2025
FINANCIAL WORKER II
Ramsey County Care Center
04.2018 - 11.2024
VIP CONCIERGE/CUSTOMER SERVICE SPECIALIST
MGM Grand
12.2015 - 05.2017
ASSISTANT SALES MANAGER
Nordstrom
11.2009 - 12.2015
Associate of Arts - CRIMINAL JUSTICE/HUMAN SERVICE
Eastern Gateway Community College
Associate of Arts - CRIMINAL JUSTICE
CENTRAL LAKES COMMUNITY
Associate of Arts - CRIMINAL JUSTICE
ST CLOUD STATE
Bachelor of Arts - HUMAN SERVICES
Southern New Hampshire University
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