Quality Assurance Customer Service

Frances M.Gaynor

**** ***** **** ****** ************, PA 19131 267-***-**** *************@*******.***

Professional Summary

Commitment Leadership Integrity

File Administrator and social service provider with proven experience in the for-profit and non-profit sectors. Strong understanding of the Labor Market, vocational systems, community resources, Earn Center services and State Service Referral Systems. Excellent organizational, customer service, communication, presentation and follow up skills. Dedicated to maintaining a reputation built on quality, service, and uncompromising ethics.

Areas of Skill

Program Clerk

Records Management

File Administrator

Retention Specialist

Microsoft Outlook

Front Desk Management

File Auditor

CAPS

Community Resource Specialist

Professional Experience

PA CareerLink West/Philadelphia,PA 2017 to Present

File Auditor/Clerical Assistant

Review approximately 40 Active Files daily; Correct Mistakes within Files; Place correct paperwork in Files; Check for termination files within Active case files; Assist with other duties as assigned

PA CAREER LINK Northwest / Philadelphia, PA 2015 to 2016

File Auditor

Maintained all active and terminated customer files. Conducted quality assurance reviews of all active files; Completed initial, Monthly and Terminated file review forms for Quality Assurance Coordinator to enter into database; Print out missing timesheets and forward to applicable Employment Advisor; worked with Employment Advisor and Quality Assurance Coordinator to obtain or update missing documentation; Assisted with other quality assurance tasks as needed

Career TEAM LLC. / Philadelphia, PA 2010 to 2015

File Administrator

Maintained filing system with over 5000 participant files, managing all aspects of confidentiality Created files for all new participants averaging 50 new files per week. Scheduled and entered paperwork into data systems. Verified program enrollment forms including all Agreements of Mutual Responsibility. Filed all paperwork quickly and accurately. Processed criminal backgrounds and supportive service requests. Trained and supervised all File Clerks. Created and maintained the archive and retrieval system. Prepared files for company, state and federal audits.

People for People/ Philadelphia, PA 2008 TO 2010

File consultant/Supervisor

Maintained a file room that housed up to 4,500+ participant files. Created and integrated files for each new participant as well as archived existing files as needed. Verified the completion and integrity of all program files including the clients’ Agreement of Mutual Responsibility. Verified all criminal background and clearances. Administered all forms of manual testing to clients including but not limited to TABE testing exams. Utilized the ScanTron scanning machine to grade TABE test results.

Ross Earn Center/ Philadelphia, PA 2007 TO 2008

Retention specialist

Met with program participants to evaluate their needs and resolve any barriers to successful employment or work related concerns. Maintained daily reports of incentives issued to employed program participants. Issued program incentives including gift certificates, Trans Passes and cash awards to participants as they were earned. Contacted employers on a regular basis to verify program participants’ employment status and discuss issues as they arose. Maintained consistent contact with participants regarding program milestones achievement and program completion dates.

Philadelphia Workforce Development Corporation/ Philadelphia, PA 1999 TO 2007

Work Activity Monitor

Managed the entire Paid Work Experience Program, which consisted of over 500 + participants. Maintained accurate case notes and addressed payroll issues and concerns. Tracked and verified time and attendance for all participants, as well as verified time submitted prior to submitting to payroll. Disbursed bi-weekly pay checks to participants. Personally inspected worksites to ensure safety and legitimacy of participation value to client as well as to the networked nonprofit agency. Benchmarked all files to ensure that all claims were legitimate so that the program compensation.

Community Services Inc. / Philadelphia, PA 1997 TO 1999

File Clerk

Created client files. Made labels for all folders. Sorted and filed all client correspondence. Maintained the integrity of company data systems by entering confidential client information. Managed and coordinated the closing of files, from file breakdown to making sure all essential documents were in the file.

Awards & Community Service

Above and Beyond Award

Philadelphia Works Development Corporation

Education

EDWARD BOK VOCATIONAL HIGH SCHOOL/ PHILADELPHIA, PA

Philadelphia Workforce Development Corporation/ Philadelphia, PA

EEOC/ Diversity Acceptance Training

CAPS/ Connecting all Partners successfully training

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