Customer Service Assistant
Resume:
Shelly D Thomas
**** ***** *** ****, ***********, IN 46056
Cell: 765-***-**** ( **************@*******.***
Professional Summary
Dynamic and driven professional with broad background in
operations, project and risk management with proven record in
the design, development and implementation of large scale
projects. Analytical and versatile thinker capable of
performing in a fast-paced environment while maintaining quality
and efficiency.
Skills
. Program management
. Results-oriented
. Project design and development
. Consistently meet goals
. Efficient multi-tasker
. Customer service-oriented
. Deadline-oriented
. Effective time management
. Qualitative and quantitative data analysis
. Project management
. Dedicated team player
. Personable and trustworthy
. Contract management
. Quality control
Work History
06/2009-Current Assistant Director
The Bureau of Quality Improvement Services, State of
Indiana, Family and Social Service Agency - Indianapolis,
Indiana
. Directed quality improvement efforts to maximize positive
outcomes for consumers and to minimize risk to health and
safety.
. Performed qualitative analysis of records to ensure accuracy,
internal consistency, and correlation of recorded data.
. Served as subject matter expert in Indiana regulations for
the Medicaid Home and Community Based Waiver Program.
. Supervised the work of quality vendor, offering constructive
feedback on their work performance.
. Monitored timelines and flagged potential issues to be
addressed.
. Implemented a set of comprehensive tracking processes to
monitor quality assurance activities.
. Partnered successfully with the Office of Medicaid and
Medicare as well as the Bureau of Developmental Disabilities
to produce quality reporting of positive program outcomes to
the Centers for Medicare and Medicaid.
. Recommended process and systems improvements such as
development of an informal appeal process of citations
resulting from investigations and surveys.
. Researched questions and concerns from providers and provided
detailed responses.
. Responded to all inquiries from the general public and
providers in a prompt manner.
. Served as the main point of contact for information
technology activities related to the program area.
. Trained, coached and mentored staff to ensure smooth
transition to new methodologies, processes and procedures.
Thomas - page 2
09/2009-Current Adjunct Instructor - Mathematics
Harrison College - Indianapolis, Muncie, and Anderson,
Indiana
. Developed and delivered engaging lectures to undergraduate
students.
. Wrote course materials such as syllabi, homework assignments
and handouts.
. Guided students in using technology to support educational
research.
. Monitored students' academic progress and referred students
who were struggling to campus resources.
. Fostered students' commitment to livelong learning by
connecting course materials to broader themes and current
events.
08/2007-06/2009 Assistant Principal/Title I Program Administrator
Morton Memorial Schools - Knightstown, Indiana
. Mentored teachers in development and implementation of
standards-based instructional practices.
. Conducted quantitative analysis of student assessment data to
facilitate instructional improvement and student growth.
. Provided daily intervention with students and discipline
issues.
. Facilitated Title I program activities including the timely
submission of state application and reports.
. Responsible for oversight of all grant funding including
federal, state and local awards.
08/1999-08/2007 Mathematics Teacher
Pendleton Heights Middle School - Pendleton, Indiana
. Adapted teaching methods and materials to meet students'
varying needs.
. Created an interactive classroom atmosphere to maintain
student interest and facilitate learning.
. Recommended student promotion and retention.
. Pursued professional development activities to broaden and
deepen knowledge of teaching skills.
. Served in teacher-leader positions including Team Leader,
School Improvement Team member and PL-221 Steering Committee
member.
08/1997-08/1999 Mathematics Teacher
Broad Ripple High School - Indianapolis, Indiana
. Established clear objectives for all lessons, units and
projects.
. Maintained accurate and complete student records.
Education
07/2002 Masters of Arts in Education
Ball State University - Muncie, Indiana
Major: Educational Administration & Supervision
05/1993 Bachelor of Science
Ball State University - Muncie, Indiana
Major: Mathematics Education
Awards, Activities and Memberships
. Indiana Administrative License, 2004-2014
. Indiana Teaching License, 1992-2014
. Instructor of the Quarter, Spring 2012, Harrison College,
Muncie, Indiana
. Advisory Board Member, Eder Career Center, 2007-2009
. Grant Recipient, Indiana Department of Education Information
Literacy Grant, May 2002 - June 2003
. Grant Recipient, East Central Educational Service Center
Innovative Teaching Grant, 2000-2001
References
Becky Selig Chris Baglio, Ed.D.
Investigations Manager Director of Program Development
Family Social Service Agency Liberty Healthcare Corporation
Kevin Porter Paul Wilkinson
Superintendent/Principal (Former) Superintendent (Retired)
Morton Memorial Schools Indiana Solders' & Sailors' Children's
Home
Daniel Joyce Jennifer Chestnut
Principal Assistant Principal
Pendleton Heights Middle School Pendleton Heights Middle School
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