Alexis Jones

Professional Compliance Professional

Sacramento, CA 95831

ad3n6t@r.postjobfree.com

+1-916-***-****

Great marketing, education, trainer and supervision skillsets Authorized to work in the US for any employer

Work Experience

Trainer/Supervisor

Covered California/Faneuil - McClellan, CA

February 2019 to June 2020

Responsible for creating and maintaining classroom training structure for future Customer Service Representatives (CSR's). Taught CSR's how to manage their in- bound calls, customer inquiries, complaints and assist with documenting calls. My classroom training was specially set up for ESL and Limited English Proficiency applicants. I would also oversee Team Lead's assigned to the classroom to provide floor and technical support while ensuring key curriculum areas were utilized in the training day to day infrastructure. Prepare future CSR's for Quality Assurance Reviews (QA's) and while coaching them in class, review their practice calls in training by performing QA's on their performance. Draft daily reports to state of California key management highlighting each days performance for students, attendance and professional potential. Maintained ongoing supervisory role with a CSR team of 25 newly assigned CSR's. Team Lead

COVERED CALIFORNIA SERVICE CENTER, Faneuil, Ine - Sacramento, CA September 2018 to February 2019

Responsible for assisting with Customer Service Representatives with managing their in- bound calls, customer inquiries, complaints and assist with documenting calls. Provide floor support to multiple teams and supervisors while providing phone back-up when service level needs arise, research questions and update lead logs, finalize escalated complex customer issues while utilizing effective customer service and computer skills including written and oral communications. Customer Service Representative

COVERED CALIFORNIA SERVICE CENTER, InSync/Faneuil Inc - Sacramento, CA August 2017 to September 2018

Responsible for responding to in-bound calls for new and existing customers, assist with customer inquiries, provide technical support and research customer complaints and document call results. As a Customer Service Representative, I would also update customer records and prior contact dates using automated systems via chat platform. Conduct analysis of customer needs and progress with call issues. Assist customers with questions pertaining to Covered California products and services. Update records of daily data input and communication, business transactions and/or issues of actions taken. Process and utilize effective excellent computer skills including written and oral communications. Assistant Caltrans Administrator

DEPARTMENT OF TRANSPORTATION, Civil Rights - Sacramento, CA October 2004 to July 2011

Acting as an Authorized agent on behalf of the department in the capacity of a Contract Compliance Specialist; I sleet, review and visit, federally aided Construction projects throughout the state of California. In accordance with the Federal-Aid Highway Act of 1968, (23 U.S.C 140 (a), the state of California is required to assure fair employment in connection with all Federal-aid highway construction projects and ensure that employment is offered based on nondiscrimination. My responsibility is to document projects selected for a review, interview various construction trades, and provide findings to the management staff with action steps to any discrepancies and/or violations according to the policies and procedures outlined in their Federal contract agreements. Additionally, I maintain the contract compliance database, write policies and procedures and assist with training new staff.

Secretary

DEPARTMENT OF INFORMATION TECHNOLOGY, Legislative Division - Sacramento, CA November 2001 to June 2002

Assistant to the Deputy Director of Legislation, my primary responsibilities were maintaining and updating the legislative database, managing the Deputy Director's ongoing communication with the Chief Information Officer, Public Information Officer, and all of the 40 incumbent Legislators; daily bill tracking of committee decisions and meetings. Additionally, I prepared bill analysis, scheduled lobbying visits, maintained day to day contact with key Legislative staffers, Cabinet members, screened and directed phone calls of high level and sensitive nature to the Governor's Office as well as provide administrative support.

Secretary

January 2001 to June 2001

As the Assistant to the Assistant Deputy Director (ADD). My daily responsibilities included: the continual update and maintenance of the ADD calendar travel arrangements, communicated with agency key management, consultants, and medical professionals. I provided technical assistance on sensitive and highly visible correspondence that often-involved agency executive staff, legislative staff including the Govenor of the State of California, and various committees actively involved in the Department of Corrections continued commitment to quality health services to all inmates in the California Prison Institutions.

Office Technician, Typing

CALIFORNIA COMMUNITY COLLEGES, Chancellor's Office (cCcco) - Sacramento, CA October 1998 to January 2001

As the Secretary to the Dean and back-up support for seven professional staff, my primary responsibilities included but were not limited to: the maintenance of the Dean's calendar, travel arrangements, the initiation and assistance of confidential correspondence relating to program's such as Workforce Investment Act which emphasized the

Workforce Investment Board, Job Training Partnership Act, Tech Prep, and School to Career programs highlighting the nationally acclaimed school To Work Program' in Washington DC, and these programs' impact on Advisory Committees' designed to carry out pertinent decisions concerning all community colleges in the state of California. MARKETING AND CONSTITUENT SERVICES, Employment Development Office Technician, Typing

Department - Sacramento, CA

February 1998 to April 1998

As the Office Technician, I performed confidential and secretarial administrative duties pertaining to the CalWORKs Council of Corporate Executives. My primary role was to Create and prepare time sensitive and confidential correspondence often reviewed by the Governor's Office as well as the agency Director. I sought information through numerous resources both internally and externally for the preparation of documents and letters for issues surrounding the outreach effort to faith-based and civic organizations to promote welfare to work goals as referenced by AB 1542 legislation that was a highlight in the California legislature. Office Assistant

WARRANT DISTRIBUTION UNIT, Employment Development Department - Sacramento, CA June 1996 to February 1998

As the Office Assistant, I provided leadership and personnel consultancy to various management personnel concerning the processing and distribution of agency pay warrants. I pursued and maintained excellent working and professional relationships with the Travel, Accounting and Revolving Fund Units to ensure timely pay cycles, issuance of monthly reports and division surveys for the betterment of Human Resource relations.

WORKERS' COMPENSATION UNIT, Employment Development Department Ofice Assistant - Sacramento, CA

August 1994 to May 1996

My responsibilities were to support four workers' compensation specialists whom made decisions based on work related injury records provided by Attorneys', State Personnel Board, State Compensation Insurance Fund, and the injured staff party relating the granting of payment for time away from work. My additional duties included, the filing and maintenance of legal, confidential and personnel documents pertaining to employees of EDD. Office Asistant

CALIFORNIA LOTTERY COMMISSION, Mid Tier Prize Unit - Sacramento, CA June 1993 to July 1994

In this capacity I acted as lead customer service representative for the validation and confirmation of winning scratcher tickets in the Mid-Tier Unit. I also provided assistance to retailers and various Lottery vendors on current game information, ensured security measures for winner protection and monitored the security of the authorization of winning ticket games for the general public and created procedures to identify fraudulent tickets redeemed at retailer locations. Executive Assistant (A)

DEPARTMENT OF CORRECTIONS, Healthcare Services Division (HCSD) - Sacramento, CA As the Assistant to the Deputy Director (DD) and Administrative Assistant in Health Care Services Division's (HCSD) Executive Office. My daily responsibilities included tracking workload activities and priorities, personnel issues; researched, analyzed, and summarized confidential and sensitive departmental/program information.

Prepared briefing, conference and meeting packages for litigation, legislative and control agencies. Maintained and assigned correspondence relating to departmental administrative policies to division administrative staff. Acted as a liaison with departmental administrative staff sensitive and confidential issues and material, screened, redirected and/or regarding personally responded to inquiries from the Governor's Office, Legislature and many other high level officials on behalf of the DD and HCSD. Provided secretarial support services, established and implemented administrative support policies and procedures for leadership direction for other support staff. Education

Business Administration

SACRAMENTO CITY COLLEGE - Sacramento, CA

Skills

• Microsoft Word, Microsoft Office, Microsoft Outlook, Microsoft Exchange, Excel, Filemaker Pro, Visio, Microsoft Explorer. Proficient in web research, social media and marketing.

Highly motivated,enthusiastic, and goal-oriented, accurate, thorough and precise in attention to details. Excellent analytical, communication, organizational and research skills. Major strength is the ability to identify simplistic ideas for the better team communication, assignment research, and overall peer relations.

• Microsoft SharePoint

• LAN

• Technical Support

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