Colorado Springs Field Supervisor

Graziani Randolph

********.********@*****.*** 469-***-**** Dallas, TX 75228

Professional Experience

MAXIMUS FEDERAL 5/2021-07/ 2021

Staffing Agency for Federal Government

QA/QC Admin II (CDC VAX)

Responsible for following established policies and procedures to assess the quality of service provided by monitoring incoming calls and evaluating interactions of various levels of complexity, between the caller and the Customer Service Agent.

Utilized various Federal Government websites and databases while focusing on the quality of customer service, accuracy of information provided, and adherence to established policies and procedures.

UNITED STATES DEPT OF COMMERCE (CENSUS BUREAU) 7/2020-11/2020

Federal Agency conducting the Census.

CENSUS FIELD SUPERVISOR (CFS)

Responsible for the Onboarding of Enumerators (included administering The Oath of Office, obtaining copies of I9 information and other documents needed to complete the HR process}. Responsible for reviewing, returning, and approving of time sheets and schedules for enumerators.

Facilitated group training sessions using Census Bureau training guides and materials. Conducted personal observations of Enumerators as they worked in the field and provided immediate feedback. Monitored the progress and performance of assigned staff and ensured assignments were completed on schedule and within quality standards. Monitored and resolved alerts (notices of potential issues) by following up with assigned staff. Reviewed and monitored Provided instructions to Enumerators for improving production and performance to meet deadlines and quality standards. Conducted retraining of Enumerators, as necessary. Acted as backup to other Field Supervisors and counseled, documented and recommended termination of poor performing employees.

JACOBSON GROUP Chicago, IL 1/2016 - 10/2017(Contract)

A recruitment and staffing firm.

Content and Editing Specialist

Reviewed Medicare benefit handbook and Certificate of Coverage for HMO, PPO, POS, Prescription, Group and Dual Coverage plans for accuracy, quality, punctuation before sending for printing for BCBS TEXAS.

TEXAS HEALTH AND HUMAN SERVICES COMMISSION Dallas, TX 3/2015 – 1/2016

A state agency of Texas, dealing with health and human services.

Texas Works Advisor

Processed and calculated client benefit changes, including overpayments, adjustments, and restoration of benefits for SNAP and Medicaid.

BROAD-PATH Dallas, TX 11/2014 – 2/2015(Contract)

A healthcare solutions company.

Member Services Representative

Advocated for Meritus members and providers and interpreted/educated on benefit coverage levels and claims payment, and other inquiries.

Systems/Skills

Genesys, Success KPI, MS Teams, AWS, AS400, Centrix, Salesforce, Word, Excel, Power Point, SharePoint, AMISYS, CMS, Diamond, FACETS, RIMS and RxCLAIMS

Education & Training

Certificate of Achievement 9/2021

Teaching English Foreign Language (TEFL) and

Teaching English to Speakers of Other Languages (TESOL)

Health Information Management,

COLRADO TECHNICAL UNIVERSITY ONLINE Colorado Springs, Colorado

Certificate of Completion, Windows Office Products 2011, Wilkinson Center, Dallas, Texas

Certificate in Property Management, Dallas County Community College District

Areas of Experience

Client Relationship Management

Coding, Billing & Claims Adjustment

Caseload Monitoring

Root Cause Analysis

Project Management

Benefits Management (Implementations/Client Retention)

Troubleshooting

Supervisor/Team Lead/ Training & Development/ Performance Evaluation/ Quality Audit/Quality Control

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