PROFILE SUMMARY

Accomplished Management professional with substantial experience in the legal field, specializing in eligibility assessments and quality analysis, with a focus on government assistance programs. Proven expertise in ensuring compliance with program guidelines, conducting quality assurance checks, and handling escalated issues efficiently. Proficient in developing quality control processes to improve accuracy and efficiency, and adept at analyzing data to identify areas for improvement and implement effective solutions. Collaborative team player experienced in providing feedback and guidance to enhance professional development programs. Skilled in staying updated with changes in regulations and adept at communicating such updates to the team for seamless process adjustments.

CORE COMPETENCIES

• Strategic Policy Formation

• Issue Resolution

• Client Relations

• Effective Communication

• Legal Service Assistance

• Organizational Management

• Versatility and Flexibility

• Financial Increase Strategies

• Informed Decision-making

• Proficient Legal Knowledge

• Efficient Time Utilization

• Professional Telephonic Conduct

• Legal Program Supervision

• Team Cooperation and

Coordination

• Superior Interpersonal Abilities

PROFESSIONAL EXPERIENCE

Eligibility Specialist, Quality Analyst, and Escalations Tidal Basin - Government Consulting – Unite FL

(December 2022 – Present)

Key Roles & Achievements:

• Administer eligibility evaluations aligning with government aid program rules and regulations.

• Carry out quality assurance assessments on eligibility rulings, inspecting case files, documentation, and data accuracy.

• Handle and solve complex escalated matters related to eligibility rulings, giving guidance to eligibility specialists on difficult scenarios.

• Develop and implement quality control processes and procedures, continuously monitoring their effectiveness.

• Analyze data and trends to improve eligibility determination procedures, suggesting and implementing efficiency and efficacy solutions.

• Cooperate with internal stakeholders to provide feedback and guidance based on quality assurance findings.

• Act as an authority on eligibility requirements and program guidelines, providing training to eligibility specialists.

• Execute regular audits of eligibility determinations, providing actionable feedback to improve accuracy.

• Manage and resolve escalated customer complaints or inquiries related to eligibility determinations.

• Stay current with changes in government regulations and program guidelines, assisting with the implementation of any necessary process adjustments or training initiatives. Eligibility Specialist, Quality Analyst, and Escalations Apple One for Tidal Basin - Lake Mary, FL

(September 2021 - November 2022)

Key Roles & Achievements:

• Oversaw case management services for applicants seeking rental and utility assistance in response to the COVID-19 pandemic.

• Accomplished production goals and deadlines consistently.

• Processed client applications and verified eligibility.

• Prepared and calculated award recommendations.

• Facilitated agreement executions and verified income applications. ALSHERA WASHINGTON

Savannah, GA 31419 Cell Phone: 912-***-****

ad34wi@r.postjobfree.com

2 P a g e

Alshera Washington

• Communicated directly with tenants and landlords to ensure receipt and processing of all application materials.

• Resolved issues identified through quality control measures.

• Responded efficiently and timely to escalated complaint tickets. Intake Specialist

The Brown Firm - Savannah, GA

(October 2019 – July 2021)

Key Roles & Achievements:

• Handled multiple phone lines and provided professional assistance to potential clients.

• Conducted comprehensive intake interviews and processed all required paperwork promptly.

• Assisted in the intake process and conducted follow-up communications.

• Performed due diligence on claim provisions, drafted incident summaries, obtained waivers, and organized documents.

• Scheduled appointments with investigators and promptly addressed and resolved issues raised by clients.

• Utilized CRM software to manage company and client data effectively.

• Maintained accurate and up-to-date spreadsheets for existing and new claim cases. Executive Administrator

Vision Consulting Group- Savannah, GA

(October 2013 - April 2020)

Key Roles & Achievements:

• Developed schedules and organized training modules and trained and motivated employees.

• Managed day-to-day business operations, including payroll processing, cash flow management, and invoicing.

• Consulted with customers to assess their needs and proposed optimal cleaning solutions.

• Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.

• Created and implemented promotional strategies to increase sales and profitability.

• Maintained accurate administrative records to monitor operational conditions. EDUCATION

Associate of Business Administration: Business

Kaplan University Davenport, IA

Training Certificates Obtained:

• EC-131 Ethics & Code Conduct (12.4.22)

• H-150-SH-01 – Sexual Harassment &

Respectful Workplace Essentials (12.4.22)

• HR-138-DV – Diversity in the Workplace

(12.4.22)

• S-131-02 – Security Awareness (12.2.22)

• S-141 – Security Awareness (12.4.22)

• S-141-PH – Security Awareness Basics

(12.4.22)

• S-161-AP – Defending Against Phishers

(12.4.22)

• S-161-AP-05 – Phishing Defense Essentials

(12.4.22)

• S-161-IR – Incident Reporting (12.4.22)

• S-161-MD – Protecting Mobile Data and

Devices (12.4.22)

• S-161 – WR-02 – Working Securely from

Home (12.4.22)

• HR-138-AC: Active Shooter (5.3.23)

FEMA CERTIFICATES

FEMA Emergency Management Institute

• IS-100.C: Introduction to the Incident

Command System, ICS 100

• IS-200.C: Basic Incident Command System for

Initial Response ICS 200

• IS-700.B: An Introduction to the National

Incident Management System

• IS-800.D: National Response Framework, an

Introduction

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