STAFF MANAGEMENT WITH QUALITY ASSURANCE EXPERIENCE, change management knowledge and human resource skills. Quality assurance and management development to align with state and federal requirements (documentation, contracts, policies, revenue, work flow, staff management and supervision). Analyze, evaluate and develop processes. Determine and implement policies and procedures to enhance productivity and increase revenues. Additionally, I have substantial experience in human resource management and staff development.

Design work flows and procedures Supervise, mentor and train front-line staff

Interview and make hiring decisions Project Management

Process Monitoring and evaluation Develop reports to communicate findings

Key Accomplishments

Implement, train and monitor quality measures across 28 counties to align with state policies, contract, and federal regulations

Developed six new business units to address quality concerns and developed standards for each

Researched, developed and implemented in-house transportation model

Assisted with developing project model to address new contractual requirements

EXPERIENCE

POLICY STUDIES, Inc. (MAXIMUS as of 7/1/12) (2006 – present)

Case Management Supervisor (2014 to present)

Combination of all duties as assigned in Project/Program Analyst position, Support Services Supervisor position, and Training Supervisor position

New contract implementation, which includes re-structuring of staff, work flows, employee job functions, interviewing, hiring, and termination

Responsible for developing all training associated with case management, quality, contract requirements, policy, and procedures across 15 counties

Mentoring, coaching, counseling, developing Performance Appraisals and Performance Improvement Plans, and tracking staff progress in meeting position requirements

Developing reports and monitoring staff outputs

Project/Program Analyst (2011 – 2014); Chattanooga, TN

Auditing of invoice to ensure compliance with State Work Verification Plan and internal measures ($1.5MM/month)

Auditing of case files and system data to ensure compliance with Federal laws and state/contract requirements

Develop and implement Corrective Action Plans to address State audit findings

Contract monitoring and reporting to ensure required standards are met

Responsible for quality assurance, auditing, and training across 28 counties (200 employees)

Reduce error penalty rates (documentation review) from State due to auditing and quality assurance improvements: from 4% error rate at start to .01% error rate

Knowledge and implementation of processes/documents to address contractual obligations/State and Federal policies

Auditing of case files and systems to ensure adherence to federal/state/internal requirements and policies

Determine additional revenue opportunities and develop processes to maximize revenues

Coordination of services and collaboration with profit and non-profit organizations

Gather data and develop reporting mechanisms

Market analysis of transportation and development of new model

Project development and implementation

Conduct customer satisfaction surveys and implement and monitor corrective action plans to address deficiencies

Support Services and Training Supervisor, Process Development (2008 – 2011); Chattanooga, TN

Responsible for developing all processes across middle Tennessee (28 counties)

Project management: Determine business needs and develop new business units

Develop reporting mechanisms to track and report all new projects

Create benchmarks and track employee outputs

Address contractual requirements with needed providers and periodically assess provider services

Develop new training programs for hard to serve clientele

Heavy conflict management and problem resolution

Communicate with State via reporting and peer-to-peer meetings

Determine the needed number of FTE’s, screen applicants, conduct interviews, and make hiring/termination decisions

Develop Performance Improvement Plans, communicate to staff, and track improvements

Case Management Supervisor (2007 - 2008) Chattanooga, TN

Develop reporting methods to track employee outputs

Develop processes to improve performance

Screen applicants, conduct interviews, make hiring decisions

Develop goals for staff in order to measure performance

Develop Performance Improvement Plans, communicate to staff, and track improvements

Develop and deliver yearly performance reviews to staff

Strong customer service and problem resolution requirements

Support Services Supervisor (2006 – 2007) Little Rock, AR

Same duties as with the Case Management Supervisor position

Develop and implement policies and processes for Support Services Unit

Approve or reject all requests for support services based on policy, budget, and contractual requirements

Worked with diverse group of individuals (both staff and clients)

Conduct audits, compile results, analyze data, and present findings to senior management and the State of AR

Development of Community Resources Referral tool for staff

MODERN WINDOW AND DOOR (2005 – 2006)

Customer Service / Sales Hot Springs, AR

Inventory control

Utilized mathematical and technical skills to problem solve and recommend alternative products

Review work orders and determine installation requirements

Resolve customer complaints and respond to technical questions

Quality assurance reviews of order processes and materials

IT Proficiencies: MS Word, EXCEL, PowerPoint, MS Office, Office Publisher, VISIO

Education BSBA, University of Phoenix, 11/2005 (GPA 3.2)

Awards “Top Dog” in Sales for Northeast (Bank of America)

Highest Credit Card Sales – NE Division

Most Credit Line Insurance Sales – NE Division

Most Credit Card Insurance Sales – NE Division

Ranked 2nd in Northeast for HELOC and Mortgage Pipeline management

Professional Development: Managing for Change, Building Customer Relationships, Customer Retention, Organizational Development, Organizational Dynamics, Managing for Diversity, KAIZAN, Principles for Continuous Improvement, Value Stream Mapping, LEAN Manufacturing, High Performance Logistics, TQM (Total Quality Management), Exemplary Customer Service

Community Involvement: Tennessee Baptist Children's Home (mentor/sponsor)

CASA (Court Appointed Special Advocate) Hot Springs, AR

Hot Springs Juvenile Court (Probation Officer)

BARBS (Babies and Adult Rehabilitative Services) – Intake

Tres Dias (service in Women's retreat)

KIT (Keep In Touch) Initiative (visiting elderly people who are unable to leave their homes

Nations Neighbors (providing resources for refugees)

Contact this candidate