Government Operations Consultant I Resume Example
Seeking a team-oriented, customer-focused organization, with opportunities for growth and development where I can utilize my education, skills, and experience. My aim is to help achieve departmental and organizational goals while gaining depth of practical application and experience.
Worcester , MA
- Evaluates and assists in the planning and implementation of program changes.
- Compiles data and provides technical assistance and consultation to various agencies related to complex reconciliation functions.
- Responsible for performing complex financial studies and data matches.
- Issues manual checks: Reported lost or stolen Forgery reissue Reviews, analyzes, and evaluates all state and federal laws, rules and regulations affecting the program's reconciliation function and develops written recommendations pertaining to the necessary program modifications.
- Assist in planning, organizing and directing activities related to the operations of the State Case Registry (SCR) and the State Disbursement Unit (SDU).
- Monitor programmatic changes resulting from the Welfare Reform Program and ensure that the SCR and the SDU user design meet user needs and federal guidelines.
- Researches and responds to inquiries regarding payments, disbursement issues, and location information using various databases such as LexisNexis (Accurint), Comprehensive Case Information System (CCIS), Man Driver and Vehicle Express (MDAVE), etc.
- Prepares and submit statistical and financial reports regarding the State Disbursement Unit performance to the State Disbursement Unit Project Manager and the Remittance and Distribution Process Manager.
- Assist the Director, Deputy Director, and Process Manager with projects and leading team meeting to discuss requirements for the new State Disbursement Unit Contract.
- Consults with program and contractor staff to identify process gaps and opportunities for improvement.
- Coordinate implementation activities of recommended process changes.
- Direct the monitoring of operational functions of the State Disbursement Unit contractor.
- Identify and analyze payment processing operation problems.
- Prepare written analysis findings and report solution options and recommendations.
- Provide customer service and problem resolution for escalated issues to the State Disbursement Unit contractor or other external payment processing partners.
- Results: Improved the accuracy and timeliness of transactions between various agencies.
City , STATE
- Performed interim manager responsibilities: Conducted hiring interviews Analyzed and compiled team performance reports Supervised and coordinated daily operational activities for 18 employees.
- Performed monthly employee performance reviews.
- Assisted Revenue Manager with employee evaluations.
- Implemented training courses for new employees.
- Provided assistance based on the Florida Statues, federal and state administrative rules, and department Standards of Conduct.
- Prepared and presented monthly reports for meetings and informal training sessions.
- Implemented team schedules to meet customer needs.
- Directly handled complaints and difficult or escalated customer calls, as well as performed supervisor callbacks via phone and email.
- Results: Significantly improved customer relations, as evidenced by customer satisfaction results and reduced complaints, by providing continuous in-house training to customer service representatives.
City , STATE
- Performed call-center duties.
- Answered incoming calls in a courteous and professional manner; assessed callers' needs and provided accurate case information while maintaining case confidentiality.
- Documented appropriate input screens with clear, concise information that accurately reflected the reason for the call.
- Subject matter expert: Customer service principles and practices Florida Statues Department policies and procedures Training of new employees Results: Managed in excess of 60 calls per day for 5 years; 15-20% more call volume than other department specialist II representatives.
Public Policy Public Administration and Sociology
Homeland Security & Emergency Management
•Dynamic team building and customer-oriented capabilities
•Effective written and oral communications
•Organization and meeting management
•Proficient in MS Windows suite; daily key user skills with MS Excel
•Experience in coordinating or directing the work of others
•Understanding and application of federal and state statutes, laws, regulations, policies, and procedures
•Knowledge of basic budgetary practices and principles
•Managing processes
•Problem solving
•Time management
•Project management
•Business analysts
•Systems analysts
•Performs analysis and troubleshooting of system defects and issues.
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Resume Overview
School Attended
- Florida State University
- Tallahassee Community College
- Port St. Lucie High School
Job Titles Held:
- Government Operations Consultant I
- Revenue Specialist III
- Revenue Specialist II
Degrees
- B.S. Degree : Social Science & Public Policy Public Administration and Sociology
Certificate : Homeland Security Emergency Management
Associate of Arts : SocialScience
High School Diploma
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