Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Currently supervising 25 Eligibility Workers in CalWORKs, CalFresh and Health Care reform/ Medi-cal in the intake department.
Supervised 30 Eligibility Worker III's as well as three Eligibility Worker II MEDS Specialist as Resource Supervisor.
Created and implemented training plans for Eligibility Supervisors, Eligibility Worker III's as well as Eligibility Worker II to prepare for further program development in CalWorks, CalFresh and Medi-cal, as well as job function and customer service.
Audit casework of Eligibility Workers, case reviews of Eligibility Supervisors.
Conducted analysis on time management and transitional periods for Eligibility Workers Trainees and established Eligibility Workers.
Created and implemented corrective action plans regarding correcting and prevent Quality Control errors.
Responsible for the professional development of staff through on the job training, job shadowing, and formal class settings for improvement in program development.
Provide new Eligibility Supervisor training for newly promoted staff going from line staff the middle management.
Complete and conduct Work Performance Evaluations based on work performance for new Eligibility Workers, and established Eligibility Workers.
Conduct monthly meetings with trainees and workers on work agreement plans and quarterly meetings with established staff.
Prepare and submit statistical data analysis for the Executive and Management Team citing worker productivity, case audits, work performance evaluations time management and staffing needs.
Complete correspondence for State and Federal programs and policies, as well as implement and train staff in new and / or changed policies and procedures.
Completed detailed analysis regarding staffing, program material, error trends based on new and / or changed policies and procedures.
Twelve years experience with direct public contact in a social service agency through face to face interviews, phone interviews and home calls to secure additional information needed to establish eligibility benefits.
Provide exceptional customer service to county customers, internal and external, by resolving issues or discrepancies pertaining to a customer's case or staff issues or concerns.
Process requests for further investigative research with the Welfare Fraud Investigative Unit if fraudulent information is received from applicants/ recipients.
Formal training in the Healthcare Reform/Medi-Cal, CalWORKs, CalFresh, Homeless Assistance and General Relief programs Responsible for managing work schedules for staff.
05/2011 to 01/2012
Eligibility Supervisor – City, STATE,
Audit casework, time management and transitional periods for Eligibility Technician Trainees and established Eligibility Technicians Complete statistical analysis on worker productivity, case audits, work performance evaluations, time management and staffing needs to submit to the Management team.
Conduct monthly meetings with trainees and workers on work agreement plans and quarterly meetings with established staff.
Ten years experience with direct public contact in a social service agency through face to face interviews, phone interviews and home calls to secure additional information needed to establish eligibility benefits.
Provide exceptional customer service to our county customers by resolving issues or discrepancies pertaining to a customer's case.
Process requests for further investigative research with the Welfare Fraud Investigative Unit if fraudulent information is received from applicants/ recipients.
Formal training in the Medi-Cal, CalWORKs and CalFresh, General Relief and Homeless Assistance programs Responsible for managing work schedules for staff Office in Charge for Regional Manager As Office in Charge, assist with complex customer service situations, conduct any investigations needed for the Administrative Services Division, and provide resolutions for internal and external customer complaints and district issues.
07/2008 to 05/2011
Eligibility Worker Supervisor I – City, STATE,
Audit casework, time management and transitional periods for Eligibility Technician Trainees and established Eligibility Workers Prepare accurate monthly reports for the District Manager citing worker productivity, case audits, work performance evaluations and time management.
Conduct monthly meetings with trainees and workers on work agreement plans and quarterly meetings with established staff.
Six years experience with direct public contact in a social service agency through face to face interviews, phone interviews and home calls to secure additional information needed to establish eligibility benefits.
Provide exceptional customer service to our county customers by resolving issues or discrepancies pertaining to a customer's case.
Process requests for further investigative research with the Welfare Fraud Investigative Unit if fraudulent information is received from applicants/ recipients.
Formal training in the Medi-Cal, CalWORKs and CalFresh program Responsible for managing work schedules for staff District Manager in charge in the absence of District Manager.
Education
Expected in June 1996
Associates: Applied Science Early Childhood Eugenio Maria De Hostos - Bronx, NY GPA: Applied Science Early Childhood
Expected in November 2011
Bachelors of Science: Human Services University of Phoenix - San Bernardino, CA GPA: Human Services
Expected in November 2015
Masters of Science: Organizational Management and Leadership and Community Development National University - San Diego, CA GPA: Organizational Management and Leadership and Community Development
Affiliations
Formal program training in CalWORKs,CalFresh, General Relief, Homeless Assistance,Medi-cal and Health Care Reform CIV Enhancement Team Semi Annual Reporting Department Implementation Team Health Care Reform Department Implementation Team Phases One through Ten Resource Development Transition Workgroup Supervisor Matrix Academy Team College Prep Academy Facilitator
Skills
Administrative, agency, Auditing, benefits, budget, case management, customer service, data analysis, forms, interpretation, managing, meetings, Office, policies, Process requests, program development, Quality Control, maintain files, research, staffing, statistical analysis, Supervisor, supervising, Technician, phone, time management
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School Attended
Eugenio Maria De Hostos
University of Phoenix
National University
Job Titles Held:
Resource Supervisor Management Team/ Eligibility Worker Supervisor I
