Customer Service Human Resources
Resume:
Fran Gedepoh
Silver Spring, Md 20904
Phone: 240-***-****
E-mail: ********@*****.***
Summary of Qualifications
Results oriented professional with over twenty years of human resources, customer service, management and job development experience. A self-motivated team player with excellent communication, organization and leadership skills, who enjoys problem solving and working with people.
Experience & Relevant Accomplishments
9/2016 to Present, Family Investment Specialist II, Howard County Department of Social Services/Wexford Health
Interview customers and analyze information by utilizing knowledge of program policies, procedures and regulations in order to determine eligibility for Family Investment programs
On-site contractor for the State of Maryland at Wexford Health, where I determine eligibility and process Medical Assistance for individuals who are incarcerated
Perform case management activities through caseload maintenance, use of automated systems, organization of materials and program knowledge to support accurate and timely issuance of benefits
Provide excellent customer service (internal and external) when interacting in person, telephone or in writing according to established guidelines
Manage case files to ensure all applications, redeterminations and verifications are scanned onto Maryland Health Connection and ECMS
10/2009 to 3/2015, Contracts & Administration, Cummings & Associates
Oversaw all aspects of human resources, recruiting, interviewing and hiring for high level executive positions
Responsible for administration of payroll
Developed teambuilding activities to ensure employee motivation
Organized employee data base for new and terminated employees
Responsible for all unemployment claims which included hearings and appeals.
Administered all health benefits and 401 K plans for new and terminated employees, which included Short Term Disability (STD), Federal Medical Leave Act (FMLA) and Life Insurance
Conducted new employee orientation and developed and maintained personnel files
Developed and maintained employee handbook
Negotiated bill rates with Federal Aviation Administration and Prime Contractors
Made funding request to vendors as necessary for current and future contracts
Responsible for collections on past due accounts 5/2007 to 9/2009, Human Service Specialist IV, Baltimore City Department of Social Services
Identified and prioritized the WORKS program components to ensure that the organization and resources are aligned with key objectives of the Work Participation Rate
Assisted local department administrations and case management staff in achieving the 50% Federal work participation rate and maintaining 100% Universal Engagement Rate
Monitored and tracked the Local Department’s success in having Temporary Cash Assistance
(TCA) recipients participate in work activities, identifying systematic and individual reasons why participation was not occurring and recommended strategies to improve participation
Balanced the priorities of each project, allocating resources and prioritizing task to meet the overall objective of the Welfare to Work Program
Reported the progress of project outcomes to senior management with an emphasis on delivery of business objectives, efficient deployment staff, effective management of risk and issues and assess the scope of work as it pertains to the vendor benchmarks
Tracked overall progress of program management budget, milestones and dependencies, while ensuring the projected work was continually supported by updated information
Established rapports and business relationships with external partners to ensure that services are seamless and it related to the customer and as needed made recommendations for change in service delivery to existing vendors
Served as a process liaison to all Project Managers with the Family Investment Bureau (FIB) and also led major project peer reviews to assess and convey project performance on a monthly basis
11/1997 to 5/2007, Coordinator Jobs First Program/Procurement Liaison, Howard County Department of Social Services
Integrated funding resources, enhanced relationships and organized partnerships that achieved the Office of Community Initiatives program goal of establishing supportive systems for Maryland families
Directly responsible for the procurement process for program services such as developing Statements of Work (SOW’s); facilitated the planning, development, implementation and evaluation of policies, procedures, reporting mechanisms regarding the Welfare to Work Program
Led program monitoring activities to ensure program vendors were providing high quality services designed to meet the needs of the Department of Human Resources customers and provide technical assistance/consultation to the Office of Community Initiatives program vendors as well as consulted with other public and private organizations regarding program development, implementation and evaluation
Provided day-to-day supervision and program management to all staff and contractors providing services to Howard County’s Jobs First Program. The team consisted of five employment counselors and four Temporary Cash Assistance eligibility workers
Analyzed workflow, established policies and developed Standard Operating Procedures (SOP’s) for efficient delivery
Data Manager for all work activities in the Work Opportunity Information System (WOMIS), which was converted over to the WORKS System
Prepared monthly management reports and statistical analysis for the Director, Assistant Director, Board of Directors and the Department of Human Resources (DHR)
Monitored Jobs First Program expenditures to ensure funds were being utilized effectively and when appropriate making recommendations for alternate uses of the funds
Responsible for writing Invitation for Bids solicitations and also wrote the Scopes of Work
(SOW’s) for services needed as well as monitored all contracts that were awarded
Collaborated with Baltimore Department of Human Resources and Department of Labor Licensing Regulation (DLLR) to host mega job fairs for the Howard County Community as well as Jobs First Customers
Education
Montgomery College, 2010 to 2013, 59 Credits
Software
Microsoft Office
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