Brandi Brokaw
Richmond
Summary
Dynamic Senior Eligibility Worker at San Francisco City County with expertise in regulatory compliance and eligibility assessment. Proven ability to manage complex cases and deliver exceptional customer service, ensuring clients receive the support they need. Skilled in data analysis, I effectively navigate public assistance programs to optimize client outcomes.
Overview
25
25
years of professional experience
Work History
Senior Eligibility Worker
San Francisco City County
San Francisco
08.2024 - Current
- Provided information to clients regarding their rights, responsibilities, and other relevant matters related to the programs they were applying for.
- Served as a liaison between clients, service providers, and other relevant parties involved in the application process.
- Reviewed case files regularly to ensure compliance with regulations and guidelines.
- Assessed clients' eligibility for public assistance programs and services.
- Conducted interviews with applicants to verify all documentation provided was accurate and up-to-date.
- Ensured adherence to all applicable federal, state, and local laws governing public assistance programs.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Explained reasons behind application denials and recommended further action.
- Managed intake of new claims and performed routine follow-ups.
- Gathered financial information from clients regarding income, assets and debts.
- 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.
- Conducted interviews with applicants, explaining benefits process, and which programs were available.
- Updated computer databases with current client information and status updates.
Social Service Program Assistant
Contra Costa Couny
Richmond
06.2015 - 08.2024
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Entered client information and files into databases for further review and tracking.
- Explained reasons behind application denials and recommended further action.
- Gathered financial information from clients regarding income, assets and debts.
- Responded to client inquiries and concerns and escalated complex problems to department supervisors.
- 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.
Customer Service Representative
AT&T
Oakland
05.2000 - 06.2015
- Answered customer inquiries via phone, email, and chat.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Developed strong relationships with customers by providing personalized assistance and support.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Contacted customers about potential service upgrades, new services and account changes.
Education
Some College (No Degree) - Business Management
Colorado Technical University
Colorado Springs, COSkills
- Data analysis
- Regulatory compliance
- Customer service
- Eligibility assessment
- Case management
- Program evaluation
Affiliations
- Union Steward for 10 years
- Treasurer of CWA Local 9410
- Bargaining Committee for CWA Local 9410
Accomplishments
- Team lead for AT&T sales team and Contra Costa County GA department
Timeline
Senior Eligibility Worker
San Francisco City County
08.2024 - Current
Social Service Program Assistant
Contra Costa Couny
06.2015 - 08.2024
Customer Service Representative
AT&T
05.2000 - 06.2015
Some College (No Degree) - Business Management
Colorado Technical University
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