Shelley Kimmel has over 20 years of experience in human services and customer service roles. She has worked as a case manager, eligibility specialist, secretary, and in customer support. Her skills include proficient use of Microsoft Office, communication, organization, and the ability to adapt to changing situations. She has experience maintaining confidential client information and using databases to manage caseloads and process applications.

1. Shelley Kimmel
(812)725-1529
Empathy/Adaptability/Ha
rmony /Developer/Belief
skimmelgem@live.c
om
From 2000-2002 I was a
stay at home mom to my
first born, and from 2005-
2007 I was a stay at
home mom to my
second child, but I did
do some seasonal part
time work and also some
babysitting.
Summary of Qualifications
A highly talented and enthusiastic professional with extensive experience in
human relations as well as providing social services to a diverse variety of
clientele; focused, versatile, dependable, multi-task oriented, flexible, positive,
able to adapt effectively to changing, challenging and emergency situations.
Skill Summary
Proficient in MS Office programs 2003-2013 10 years Quality Control experience
65-70 wpm Typing skill Expert level in communication skills, verbal and written
Excellent telephone skills, multi-line, inbound/outbound and auto dialer
Experience with multiple e-mail clients Experienced user of ICES program
Over twenty years of experience in Public Speaking and Workshop Training
Superior customer service skills Ability to maneuver between multiple programs
and multiple screens skilled using multiple computer monitors skilled in VPN
environment experienced user of desk top, lap top, notebook , tablet and smart
phone technology Experienced user of a variety of chat programs, to include
Skype, Cisco Jabber, Messenger, and Google
Work Experience
Reservations Team Lead
Active Network-Work at Home Agent
3/2015-current 30 +hrs wk
 Handle high volume of reservation calls
 Handle high volume of agent support calls
 Create QA reports for a team of 8 agents
 Provide leadership and support for team of 8 agents
 Answer inbound calls regarding site and property availability
 Resolve policy disputes
 Resolve scheduling issues with my team
 Communicate with team and other team leads as well as supervisors via Jabber
chat system.
 Log agent hours and performance stats
 All other duties as assigned by Management
Purchasing Agent
Cenveo Central Purchasing
9/2014-2/2015 40+ hrs wk
 Obtain purchase requisitions from various buyers
 Create Purchase Orders to be sent to Vendors
 Answer buyer/vendor questions
 Resolve cost or pricing disputes in a tmely fashion
 Update buyer/vendor contanct information as needed
 Work closely with management to ensure all pricing guidelines are being
followed
 Ensure Preferred Suppliers are being utilized for all purchase fulfillment

2.  All other duties as assigned by management
Eligibility Specialist
Clark County Division of Family Resources FSSA
5/2012-1/15/2013 40 hrs wk
 Spent 26 weeks in intensive training on all aspects of the TANF and SNAP
programs as well as Indiana Medicaid for all assistance groups Specific
focus was spent on State and Federal policies regarding eligibility for TANF
and SNAP
 Provided superior client service to applicants and recipients of TANF, SNAP
and Medicaid benefits
 Actively listened to client needs and concerns and provided helpful
answers
 Worked closely with State Eligibility Coordinators to seek
all possible resolution to client questions and concerns
 Submitted applications for State authorization after thoroughly processing
all documents and information supplied by applicant.
 Worked with State Eligibility database known specifically as ICES (Indiana
Client Eligibility System) containing classified information such as Social
Security information, bank information, date of birth and all other pertinent
information required to determine eligibility for State Assistance programs
(SNAP, TANF, Medicaid)
 Entered and maintained highly sensitive, HIPPA protected information
 Participated in regular team meetings to discuss goals and how best to
meet them, made suggestions accordingly, as well as followed through
with implementing any changes made with regards to collection of data
and processing client phone calls.
 Maintained a high level of professionalism in a fast paced office
environment while adhering to strict time and processing standards.
 Perform all other duties as assigned by Supervisor
Case Manager IMPACT/SNAP Program
ResCare Inc. Clark County Division of Family Resources FSSA
3/2010-4/2012 37.5 hrs wk
 Utilized my unique skill set to create a forward thinking approach to the
management of SNAP/TANF client caseloads for Indiana’s IMPACT
program(Indiana Manpower And Client Training)
 Regularly volunteered to take on challenging tasks such as case load
clean up while maintaining top level output on daily scheduled duties
 Was entrusted with a variety of tasks regularly by my leaders due to my
proven ability to complete work assignments by scheduled deadlines
 I built and maintained client profiles in the ResCare data base program,
to include the creation of individual self –sufficiency plans
 Entered accurate and detailed case notes in the Indiana Eligibility
program database, (ICES)which is part of the National Data Exchange
 HIPAA certified
 Conducted monthly workshops with IMPACT participants to assist in
training them and preparing them for returning to work
 Participated in weekly team meetings to discuss program success and
make potential changes to improve the overall performance and
usability of the IMPACT program.

3. Tier II Technical Support- U-Verse
Suthern Global-WAH
1/2007-1/2008
 Provided technical support to existing U-Verse customers
 Assisted new customers with set up of their U-Verse receiver(s)
 Requested and dispatched on sight repair calls when necessary
 Submitted equipment replacement requests when necessary
 Assisted with product upgrades on various movie channel and family
channel packages
 Provided customer support when the customer service department was
in over spill
 All work was performed in my home office
Secretary 4
FSSA/Division Of Families &Children/CPS, New Albany, IN
4/2002 – 10/2005 37.5 hrs wk
 Assisted clients with in-office visitations
 Logged in scheduled appointments
 Maintained highly confidential client information in the ICES system as well
as within the Indiana Child Welfare Information System (ICWIS)
 Processed forensic information for local law enforcement
 Entered investigation information into Indiana Child Welfare Data Base
 Maintained active communication with Indiana Governor’s office
regarding statistical and policy enforcement information
 Scheduled Medicaid appointments for clients receiving state benefits
Leasing Manager
Key Rentals, Jeffersonville Indiana
6/1986 – 8/2000 40+ hrs wk
 Created and updated lease agreements
 Collected monthly rent payments
 Managed office staff of two and seasonal grounds keeping staff
 Managed payroll and billing
 Screened potential new properties for sale for code violation
 Provided feedback to Section 8 inquiries with regards to eligibility for
certain tenants
Education
University of Phoenix
Credits towards AS degree for Psychology and Human Services
Certificate in Case Management