Erica L. Frazier, MA

Charlotte, NC

704-***-****

ad2e8b@r.postjobfree.com

Career Objective

A client-focused leader with over eight years of experience in Business Management and Human Services. Ability to design, plan, implement, and lead programs. Flexible, thorough, and goal-oriented professional who motivates others. Seeking an opportunity to work with your organization.

Professional Profile

Assistant Program Manager

Workshop facilitator

Experienced in conflict resolution

Effective and persuasive public speaker

Certified Scrum Master

Capable professional experienced in coaching and training employees

Project Management tools: Jira

Microsoft Office 365, Yardi, TAAG

QuickBooks, SharePoint, TEAMS

Professional Experience

GoodWork Staffing Charlotte, NC

Eligibility Specialist 09/23 – Present

Work under contract with Department of Social Services (DSS) in the call center answering client calls regarding pending or new applications for benefits

Process applications and ensure accurate data entry into computer systems

Conduct outreach activities such as publicizing programs to the community

Provide information about eligibility requirements and program rules and regulations to clients

GovernmentCIO, LLC Charlotte, NC

Scrum Master 05/22 – 03/23

Served as Service Line Manager leading a software development team of 10 under contract at the Department of Veteran’s Administration (VA) and responsible for the Division Veteran’s Benefits Administration (VBA) internal software applications

Monitored software daily to identify and mitigate risks to various applications such as Service Treatment Records (STR), Disability Benefits Questionnaire (DBQ), Exam Management (EM), and Separation Health Assessment (SHA)

Identified impediments and prepared written or oral recommendations for VA leadership

Coordinated weekly meetings with the IT team, partners, and vendors to discuss software issues and develop appropriate action plans

TEKsystems Charlotte, NC

Scrum Master 08/21 – 05/22

Worked under contract with a team at Bank of America responsible for internal software applications: Continuity Planning Tool, Exercise Workflow Tool, Quality Assurance Tool

Point of Contact between the business partners and software engineering team

Analyzed data/action reports to assist senior management with operational functions

Developed a working relationship with business partners to ensure a successful project

Analyzed team’s work to mitigate issues and ensure timely workload completion

Developed a training program to ensure the successful transition of new team members

On My Genius Campaign Charlotte, NC

Executive Director 06/20 – 08/21

Responsible for the oversight of an annual budget of $90,000; ensuring consistent quality of the non-profit organization’s finances

Provided leadership and development for three staff members through coaching and professional development

Assisted the organization’s founders with recruiting and training new board members

Created the Board of Directors’ Manual

Developed fundraising initiatives and identified new community partners

Inlivian (formerly Charlotte Housing Authority) Charlotte, NC

Lead Case Coordinator 08/15 – 06/20

Provided oversight for seven full-time case managers

Monitored 17 housing communities to ensure caseloads were effectively managed

Provided oversight for the daily operations of the Jobs Plus Center, a program funded by a 2.4 million dollar four-year grant

Provided oversight of the Family Self-Sufficiency (FSS) Program in mixed-income communities

Ensured case manager records were updated and maintained for data reporting accuracy

Provided support to case managers with more complex cases and facilitated conflict resolution

Interviewed applicants interested in the FSS Program

Maintained security protocols to protect client privacy and confidential records

Conducted training and hiring of new case managers

Academic Profile

Liberty University Online course

Master of Arts, Human Services, Marriage, and Family 2014

University of Phoenix Charlotte, NC

Bachelor of Science, Management 2012

Training and Certifications

Certified SAFe 5 Scrum Master

Certified Life Coach

Diversity, Equity, and Inclusion in the Workplace Certificate

Dimensions of Leadership Certificate

Leadership Academy Certificate

Adult Education Specialty Certificate

Community Service

American Red Cross

Donor Ambassador

Be Blessed Ministries International

The Pantry – Food Bank Volunteer

Elevation Church

Women’s eGroup Leader

Veterans Administration

Workshop facilitator

Contact this candidate