Customer Service Quality Control
Resume:
AUVA ROBINSON PROGRAM ANALYST
******@*****.***
BALTIMORE, MD
LINKEDIN.COM/IN/AUVA-
ROBINSON
management, government, local and federal compliance, customer service, and support to the public. Dedicated to assisting in building a stronger more positive relationship between the company, clientele, and community. Innate ability to gather data and use it to identify problems and formulate business solutions. Parlays expertise in administrative management, handling customer complaints, and maintaining a positive and friendly disposition.
P R O F I L E
P R O F E S S I O N A L E X P E R I E N C E
E D U C A T I O N
BACHELOR OF BUSINESS
ADMINISTRATION
Strayer University
2019
ASSOCIATE OF ARTS-GENERAL
STUDIES
Baltimore City Community College
2011
Oversee a unit of 15 Family Investment Specialists involved in establishing applicant eligibility for food stamps, temporary cash assistance, and medical assistance.
Managed a team of 10 case managers and assistant supervisors. Approved and reviewed 400-1000 cases per month, using current state, and federal policies, procedures, and timelines. Implemented the OWRA [Online Work Readiness Assessment] now used by the state of Md for work readiness.
Spearheaded weekly trainings on policy procedure, federal and state mandated laws, compliance, case issues.
Oversee complex cases, including refugees and asylums, non- documented immigrants, identity verification.
Analyzing 2,000 direct reports monthly.
Approval of time sheets, payroll, and leave.
Facilitated training for 500+ staff members with teleworking transition.
FAMILY INVESTMENT SPECIALIST SUPERVISOR I / Maryland DHS
2019 - Present
HUMAN SERVICE SPECIALIST IV/QUALITY CONTROL
ANALYST / Maryland DHS
2019
Reviewed cases processed by eligibility determination workers for public assistance, medical assistance, food stamps or other services.
C O N T A C T
S K I L L S
Microsoft Suite
Databases
Program Management
Project Management
Training Facilitation
Corrective Action Plans
Process Improvement
Compliance
Strong Communication
People Management
Leadership
Problem-solving
Quality Control
Analyzed cases processed by eligibility determination workers for public assistance, medical assistance, food stamps or other services.
Provided quality control, reviews eligibility determinations for accuracy and compliance with State and federal policies, procedures, laws, rules and regulations.
Verified information in case records by interviewing clients face to face and/ or via telephone.
Resolved customers discrepancies and refers questionable cases to the fraud unit for further follow-up.
Audited customers income and resources to verify benefit category level and continued eligibility.
FAMILY INVESTMENT SPECIALIST SUPERVISOR IV /
ASSISTANT SUPERVISOR / Maryland DHS
2018-2019
Reviewed and evaluated the work of lower-level case managers for completeness, accuracy, ensuring compliance with state and federal policies and procedures.
Review and complete complex cases that involve appeals, audits and OIG.
Aid case managers with CARES input problems.
Provide refresher training to lower level case managers. Verified information in case records by interviewing clients. Determined causes of errors in eligibility determinations and recommended corrective actions.
Completed referrals to outside agencies (OIG- office Inspector General, MEAP- Md Energy Assistance Program )
FAMILY INVESTMENT SPECIALIST SUPERVISOR II/FIB
LIAISON/ Maryland DHR
2016 - 2018
Processed all temporary cash assistance [TCA], food stamps, and health insurance applications for incoming refugees and asylees using current state and federal policies procedures and timelines. Managed 12-15 applications daily.
Transfer cases electronically to local district offices after clients have reached their 8month limit of service at the Resettlement center.
Updated weekly work activity attendance hours, finalized new hire matches, confirmed redeterminations, and completed changes via CARES and MHC.
P R O F E S S I O N A L E X P E R I E N C E (C O N T I N U E D) FAMILY INVESTMENT SPECIALIST I/II / Maryland DHR
2009 2016
FAMILY INVESTMENT AIDE / Maryland DHR
2009
Reviewing and collecting information to determine eligibility for public assistance, food stamps, and medical assistance program by interviewing clients.
Processed SAIL [Service Access Information Link] applications. Provided job counseling which requires assessing education, skill, and job level in order to establish an employment development plan.
Refer customers to employment vendors for job readiness and placement.
Track and monitor customer participation with vendors via WORKS (Work Opportunity Management System).
Described various resources and options in lieu of state and federal funded programs.
L I C E N S E S P R O F E S S I O N A L E X P E R I E N C E (C O N T I N U E D) Property & Casualty Insurance
Producer License
Public Adjuster License
A D D I T I O N A L W O R K H I S T O R Y
SHELTER MANAGER / Maryland DHS
2011 Present
EXECUTIVE ADMINISTRATIVE ASSISTANT / Maryland DHS
2009
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