Kysta Irish

Results-driven professional with 11+ years of experience in client operations, eligibility determination, and high-volume case management within a government setting. Proven ability to analyze complex information, apply policy, and deliver accurate, timely decisions while maintaining a strong focus on customer service. Experienced in SaaS-based systems, staff training, and process improvement, with a track record of handling escalations and supporting team performance.

Seeking to leverage analytical, technical, and client engagement skills in a customer success, business analyst, or client operations role.

Eligibility Specialist II at State of Vermont - Economic Services Division (2016-05 – Present)

• Determine eligibility for public assistance programs (3SquaresVT, TANF, General Assistance, Essential Persons, Fuel Assistance)
• Interview applicants face-to-face or via Amazon Connect, verify information, and process high-volume caseloads within strict deadlines
• Use SaaS-based systems to manage applications and ensure policy compliance. Use Access, OnBase, SharePoint, Microsoft Outlook, Teams, Excel, etc.
• Provide client-centered service while maintaining accuracy and efficiency
• Serve as a subject matter expert; train staff and support process improvements

Eligibility Specialist III at State of Vermont – Economic Services Division (2023-02 – 2024-08)

• Led team support for eligibility determination, policy guidance, and system use
• Acted an escalation point for complex cases and customer concerns
• Reviewed cases for accuracy and compliance with program rules
• Coached staff and contributed to performance and process improvements

Case Coordination Housing Manager at State of Vermont – Economic Services Division (2022-10 – 2023-04)

Temporary assignment

• Supported homeless clients in securing housing and accessing resources
• Collaborated with community partners and led outreach efforts
• Guided the Emergency Housing program and shared data in partner meetings

Eligibility Specialist at State of Vermont - HAEU (2014 – 2016)

• Determined eligibility for Medicaid, Dr. Dynasaur, VPHARM, and Vermont Health Connect plans
• Delivered Tier 2 customer support and processed applications
• Utilized systems including Siebel, ACCESS, and Vermont Health Connect portal

High school diploma – Bellows Free Academy (2009 – 2013)

Certificate in Human Services – Northwest Technical Center (2011 – 2013)