Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Ernestina Lau

Brawley

Summary

Efficient professional in government program administration, known for high productivity and ability to complete tasks swiftly. Specialize in eligibility determination, case management, and regulatory compliance. Excel in communication, problem-solving, and adaptability, ensuring smooth operations and client satisfaction.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Eligibility Technician II

Social Services
El Centro
01.2023 - Current
  • Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
  • Managed intake of new claims and performed routine follow-ups.
  • Assisted in the development of new forms and processes for determining eligibility.
  • Maximized customer satisfaction by handling customer email and telephone interactions.
  • Maintained positive working relationship with fellow staff and management.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Responded to customer emails and phone calls promptly, courteously, and professionally.
  • Participated in weekly team meetings to discuss case management strategies and review progress towards established goals.
  • Evaluated and addressed individual client needs and concerns.
  • Assisted and advocated for clients obtaining financial resources and government entitlements.
  • Monitored financial benefits received by clients in order to verify accuracy of payments and eligibility requirements.
  • Prepared reports and case notes detailing client interactions and progress.

Certified Tax Preparer

H & R Block
Brawley
12.2018 - 04.2025
  • Managed multiple projects simultaneously while meeting deadlines under pressure.
  • Interviewed clients to obtain additional information on taxable income and deductible expenses and allowances.
  • Conducted client interviews to gather necessary documentation and information for tax preparation.
  • Utilized tax software to efficiently process returns and identify potential deductions and credits for clients.
  • Organized files and prepared reports using software programs such as QuickBooks or TurboTax.
  • Used tax form instructions and tables to complete tax forms.
  • Advised clients on tax planning strategies to minimize liabilities and maximize returns.
  • Reviewed financial documents for accuracy before submitting to the IRS.
  • Consulted tax law handbooks or bulletins to determine procedures for preparation of atypical returns.
  • Ensured compliance with applicable laws and ethical standards while performing duties.
  • Analyzed information and assessed liabilities and deductions according to relevant tax code.
  • Advised clients to comply with IRS regulations and meet state and federal tax obligations.
  • Implemented electronic filing procedures to streamline tax return processing and reduce errors.
  • Analyzed changes in federal, state, and local regulations that could impact return results.
  • Prepared quarterly estimated payments for individuals as required by law.
  • Attended continuing education classes regularly to stay up-to-date on changes in tax laws.
  • Maintained records of all completed returns according to established procedures.
  • Provided exceptional customer service, addressing client concerns and questions promptly.
  • Provided advice on strategies for minimizing taxes owed and maximizing refunds due.

Cafeteria Clerk

Brawley Elementary School District
Brawley
08.2017 - 01.2023
  • Performed work to top standards, proving best service for students, employees and school visitors.
  • Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
  • Engaged with students and staff in a friendly manner to create a welcoming cafeteria environment.
  • Participated in team meetings to discuss performance and areas for improvement.
  • Collaborated with kitchen staff to coordinate meal preparation and efficient service.
  • Kept records of sales transactions for accounting purposes.
  • Accepted payment from customers in the form of cash, credit cards, checks, or other forms of payment.
  • Assisted in training new cafeteria workers on procedures and customer service standards.
  • Recorded temperatures of food and refrigeration units to comply with health code regulations.
  • Participated in ongoing training to enhance job skills and knowledge.
  • Implemented food safety procedures, including proper storage and handling of ingredients.
  • Conducted inventory checks and reordered supplies to avoid shortages.
  • Ensured compliance with health regulations regarding food storage and handling procedures.
  • Monitored food temperatures to ensure safety and compliance with health regulations.
  • Maintained knowledge of daily specials and menu items.
  • Conducted regular cleaning and maintenance of cafeteria equipment and utensils.

Crew Member

McDonald's
Brawley
07.2012 - 03.2018
  • Processed cash and credit card payments, promptly returning receipts, coin, bills and payment cards to customers.
  • Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
  • Adhered to health department regulations regarding food handling procedures.
  • Assisted management team with inventory counts of food products and beverage supplies.
  • Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
  • Welcomed and thanked guests to demonstrate appreciation for patronage.
  • Monitored quality of food served to ensure it met company standards for presentation and temperature.
  • Performed cashier duties such as taking orders, collecting payments and providing change.
  • Prepared quality products while maintaining portion control and presentation within service goal times.
  • Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
  • Provided excellent customer service to maintain a positive atmosphere for guests.
  • Demonstrated proper food safety practices by accurately completing quality control checklist.
  • Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
  • Worked effectively in team environments to make the workplace more productive.
  • Maintained updated knowledge through continuing education and advanced training.
  • Trained newly hired top talent to fill key positions and maximize productivity.

Education

Bachelor of Arts - Public Administration

San Diego State University
Calexico, CA
05-2016

Associate of Arts - University Studies

Imperial Valley College
Imperial, CA
08-2013

GED -

Imperial Valley College
Imperial, CA
06-2009

Skills

  • Eligibility assessment
  • Data analysis
  • Customer service
  • Case management
  • Financial assistance
  • Social services
  • Microsoft office
  • Client assessment
  • Verbal communication
  • Resourcefulness
  • Problem-solving aptitude
  • Analytical thinking
  • Medicaid
  • Time management

Certification

  • CTEC- 2019 to 2025
  • CBEST 2019

References

References available upon request.

Timeline

Eligibility Technician II

Social Services
01.2023 - Current

Certified Tax Preparer

H & R Block
12.2018 - 04.2025

Cafeteria Clerk

Brawley Elementary School District
08.2017 - 01.2023

Crew Member

McDonald's
07.2012 - 03.2018

Bachelor of Arts - Public Administration

San Diego State University

Associate of Arts - University Studies

Imperial Valley College

GED -

Imperial Valley College

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Ernestina Lau