Nicole Thomas

Human Services Profile

adtbx9@r.postjobfree.com•

804-***-****

linkedin.com/in/nicole-p-thomas-0743631b0• Richmond, VA

Summary

I’m a dedicated and passionate professional demonstrating ability to understand and interpret policies, procedures, regulations, and laws; thinking critically; manage time effectively; make sound judgments; problem-solving; and analyze, assess, and evaluate data. Demonstrated ability in training and development, case management, emotional support, and fiscal management. Possessing considerable knowledge in principles and practices in the human services field, including knowledge of programs, social-economic trends, and behaviors that impact the delivery of human services, and State and local policies and procedures, laws, and regulations. In addition, I display exceptional verbal and written communication, interpersonal and active listening skills, and the ability to prioritize issues and respond accordingly.

Areas of Expertise

Program Management

Process Improvement Plan

Microsoft Office Suite (Word, Outlook, Excel);

Knowledge of casework philosophy, methods, and practices

Cross-Functional Training

Administrative Processes

Operational Excellence

Safety & Health Protocols

Compliance Regulation

Professional Experience

Artech IBM State of NJ (New Jersey Department of Community Affairs) Remote 11/2021-09/2022

Team Lead/Claim Specialist/Adjudicator

Remote Supervision- Coached a team of 8 agents to meet production goals and attendance, created and evaluated policies, documented processes, and collected and presented data to the client. Led, collaborated, and worked effectively in various teams while monitoring, handling, and overseeing calls and emails using Slack and Outlook in a team environment. Provided customer service and problem solving in response to claimant inquiries and advising claimants of their rights and responsibilities under current utilities arrears program policies and procedures; evaluated utility’s arrears claims and issues.

•Provided lead/backup to the Supervisor, assigning applications to team workers, approving cases/findings, and provided case consultation.

•Interpreted and applied knowledge of utility’s arrears program policies to determine eligibility entitlement for the program. • Researched, reviewed, and advised claimants on unfamiliar concepts, filing options, and programs that apply to claim activities.

•Provided project management training to new hires.

•Formulated a formal judgment on utility’s arrears program eligibility and entitlement after reviewing applications and associated/required documents

Collabera Dept of Labor Remote, NY 1/2021 – 10/2021

Team Lead, Claims Auditor

Responsible for processing new claims reports and validating the claim effective date and determined monetary benefit rate. Determined allowable benefits to receive monetary benefits from the state. Monitored and received incoming calls for new applications and inquiries, while scrutinizing and validating unemployment insurance (PUA) claims. Analyzed and investigated complicated insurance claims to help prevent fraud. Provided excellent customer service, communication, and data entry skills to enhance professional development. Answer all complex inquiries professionally and delivered administrative and program support to team members. Organized confidential claim files and formulated large volume of reports with strategic feedback. Delivered technical support in absence of the line supervisor and initiated corrective actions to resolve high volume of claim problems. Provide progressive recommendations for non-monetary determinations on assigned claims.

• In addition, conducted training programs for new agents to achieve optimal level of competency in VM Ware for NY DOL and processing claims, while maintaining high quality standards providing excellent customer service.

• Upheld relationships and communication with insurance departments and clients. ● Organize and present claim review plans.

•Resolved claims in a timely manner.

•Stayed up to date on local, state and federal law changes in the insurance field.

22nd Century Technologies, Inc. VA DOL, Henrico, VA 8/2020 – 12/2020

Program Administrative Assistant I

Conducted data-driven research to validate and process unemployment insurance (UI) claims to achieve professional success. Responsible for reviewing client claims, determining allowable benefits while processing claims within tight deadlines. Formulated reports to facilitate executive management, while ensuring strict adherence to confidentiality of claim files. Displayed professional etiquettes to answer all the inquires and enhanced operational effectiveness with updated UI benefits eligibility requirements and accounting principles. Leveraged exceptional communication and data entry skills aimed at achieving customer success.

•Analyzed and investigated complicated insurance claims to help prevent fraud.

• Reviewed and processed new claims reports. ● Upheld relationships and communication with insurance departments and clients

•Organized and present claim review plans.

•Resolved claims in a timely manner.

•Remained up to date on local, state, and federal law changes in the insurance field

Patricia Cosby and Maryanne B. Lambert, Richmond, VA 4/2019 – 7/2020

Client Coordinator (Part-time)

Formulated effective schedule planning to ensure uninterrupted operations. Cultivated customer-centric environment to reach maximum level of client satisfaction. Administered meal area, payroll activities, transportation facilities, grocery, and retail shopping. Resolved complex issues of clients and escalated critical concerns to appropriate channels.

●Accommodated client’s needs by hiring a team of caregivers.

●Independently supported information security and business continuity activities.

●Optimized inventory household supplies and grocery with full accountability and responsibility.

●Introduced safety and health protocols by advancing daily light housekeeping.

●Creatively and proactively source qualified candidates.

●Strategize on effective compensation practices and construct appropriate job offers.

●Responsible for proactively developing candidate pools/pipelines as part of talent management system.

Home Instead Senior Care, Richmond, VA 5/2019 – 5/2020

Office Administrative Assistant /Care Coordinator

Improved record-keeping with statistical accuracy and precision. Communicated horizontally and vertically with rapidly growing organizational units and staff to enhance operational efficiency. Drove clerical activities including copying, stored office supplies, sorted mail, filing, faxing, managing confidential information and appointments. Oversaw accounts receivable, multi-line telephone system, care consultation schedule, billing procedures, and invoicing.

●Devised retention strategies to secure potential base ensuring repeat and referral business.

●Facilitated clients by delivering care logs periodical in line with compliance regulation.

●Delivered expertise as primary point of contact (POC) for visitors and telephone calls and deliveries to agency resulted in enhancing overall business growth.

●Scheduled and coordinated shifts covered for client schedule.

●Responsible for proactively developing candidate pools/pipelines as part of talent management system.

●Work with Hiring Managers to define competencies and job requirements.

The Results Companies, Richmond, VA 2/2016 – 4/2019

Associate Trainer

Ensured top talent is identified and selected for general entry-level to mid-managerial openings. Advised Hiring Managers on strategic interviewing processes. Conducted training and coaching programs for team of 25 to 30 trainees to achieve optimal level of competency in product knowledge, brand recognition/awareness, and company database. Utilized progressive analytical expertise to troubleshoot devices. Elevated first call resolution (FCR) by communicating in detail with clients.

●Work with Hiring Managers to define competencies and job requirements.

●Reviewed, compiled and analyzed detailed and complex statistics and data for major business issues, providing guidance and collaboration in completing analysis, information or process mapping, and/or alignment of the business and related areas

●Mentored new hire class to enhance professional development.

●Provided direct customer service to internal and external customers

●Created daily reports (DOJ) by utilizing excel spreadsheet, while validating individual performance measurement.

Food Lion, Richmond, VA 2005 – 2/2016

Customer Service Manager

Communicated upward, downward, and laterally with rapidly growing business units in support of operational and administrative processes. Facilitated global team by presenting large volume of marketing and sales reports. Developed schedule planning for all employees, while implementing consultative approach to enhance business performance.

●Motivated front-end team resulted in maximizing productivity and efficiency.

●Overhauled complete lifecycle of talent acquisition from hiring to onboarding by developing critical screening processes, while delivering training programs to encourage adaptability in fast-paced environment.

●Worked with Hiring Managers to define competencies and job requirements.

●Advised Hiring Managers on strategic interviewing processes.

●Creatively and proactively sourced qualified candidates.

●Assisted the Hiring Manager in the selection of qualified candidates.

●Strategized on effective compensation practices and construct appropriate job offers.

●Responsible for proactively developing candidate pools/pipelines as part of talent management system.

Education

Bachelors with Graduation In process

Bryant & Stratton

Associate of Applied Science Health and Human Services GPA 3.87

Bryant & Stratton College, North Chesterfield, Virginia, 2020

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