Open to opportunities

Susan Amick

@susanamick

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Experienced customer service and eligibility specialist with strong technical support and administrative skills.

United States

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What I'm looking for

I am seeking a stable role where I can apply my eligibility determination, customer-service, and technical-support expertise in a supportive team environment with opportunity to streamline processes and help clients.

I am an experienced customer service and eligibility specialist with over two decades supporting government call centers, administrative operations, and client-facing programs. I have determined eligibility for child care funding, maintained toll-free client/provider lines, and provided technical support for online payment and application systems.

My background includes long-term roles at the South Carolina Department of Social Services, remote delivery-support work for Amazon, and part-time surveying work for the University of South Carolina. I have administered personnel and office operations, coordinated meetings and conferences, and managed membership and accounting tasks.

I bring strong proficiency in Microsoft Office (Word, Excel, PowerPoint), Quicken, QuickBooks, Windows and general troubleshooting of software and applications, plus experience in banking operations and network control troubleshooting. I am organized, discreet with confidential materials, and focused on resolving client issues efficiently.

Experience

Work history, roles, and key accomplishments

Current

Eligibility Specialist II

Current

South Carolina Department of Social Services

Sep 2019 - Present (6 years 6 months)

Determined eligibility for child care funding, keyed applications into the child care database, managed fund allocations and client notifications, and provided technical support and troubleshooting for the online child care payment system and toll-free client/provider line.

Eligibility client support Call Center Operations Payment Systems Troubleshooting Case Management

Administrative/Data Clerk

AppleOne (SC Department of Social Services)

May 2019 - Sep 2019 (4 months)

Determined eligibility for various child care funding sources, informed clients of fund allocation and service details, and supported administrative processing for the department under an AppleOne contract.

Eligibility Data Entry Client Communication Administrative Support Case Documentation

Customer Service Representative

Amazon

Jun 2018 - May 2019 (11 months)

Supported customers and delivery drivers via remote call center, resolved delivery issues, provided technical troubleshooting for driver application, and ensured accurate package delivery resolution.

Customer Support Remote Call Center Technical Troubleshooting Driver Support Communication

Senior Interviewer

University of South Carolina

Oct 2014 - Jan 2019 (4 years 3 months)

Conducted confidential outbound surveys to randomly selected clients for various agencies, ensuring data integrity and adherence to privacy protocols across broad geographic regions.

Confidentiality Outreach Data Collection Quality Control

Human Service Specialist I

South Carolina Department of Social Services

May 2005 - Sep 2017 (12 years 4 months)

Managed toll-free call center inquiries for clients and providers, determined child care funding eligibility, administered payment system support, and resolved service-related issues.

Call Center Operations Eligibility Payment Systems Client Relations Troubleshooting Case Management

Administrative Assistant

South Carolina Department of Social Services

Apr 2002 - May 2005 (3 years 1 month)

Served as administrative assistant to the Division of Child Care Licensing director, handled personnel processes, maintained confidential files, drafted correspondence, and coordinated travel and office procedures.

Administrative Support Records Management Travel Coordination

Membership & Meeting Planner

Erin Hardwick and Associates

Jun 1999 - Apr 2002 (2 years 10 months)

Coordinated board meetings, seminars, and conventions including registrations, membership database maintenance, monthly invoicing, and financial reconciliation for client associations.

Event Planning Membership Management Registration Invoicing Financial Reconciliations Client Coordination

Administrative Assistant

RCR Associates

Aug 1994 - Jun 1999 (4 years 10 months)

Supported three associations by coordinating conferences and board meetings, managing membership databases, preparing payroll and tax reports, and overseeing daily office operations.

Coordinate Conferences Payroll Tax Reporting Office Administration