Senior Admin

CRM Proficiency

Client Relationships

Federal Disaster Recovery

Time Management

Problem Solver

Quality Assurance **************@*****.*** · www.linkedin.com/in/niesha-gourdine/ Houston, TX 77024

Team leadership

Account Management

Compliance Review

Experienced QA Analyst & communications graduate with a strong background in disaster relief recovery and case management. Utilizing advanced problem-solving and analytical skills, I enhance productivity and industry standing. Results oriented, I excel in data-driven strategies and multitasking for effective account management. My track record of operational efficiency highlights my potential as a transformative team contributor. Expierienced case management and program administrative professional with a background spanning health insurance enrollment, quality assurance, disaster relief recovery, and client services. Skilled in delivering personalized, comprehensive assistance to individuals seeking affordable health coverage, and maintaining meticulous case records for accurate documentation and follow-up. Proactively engaged in outreach, including in-person efforts at New York Public Libraries to identify and enroll eligible community members. Committed to facilitating equitable access to health services through detailed client education, thorough records management, and consistent adherence to state regulatory standards. Accomplishments:

Proactively engaged with community members, visiting New York Public Library branches to identify and assist individuals in need of affordable health insurance options, contributing to a notable increase in enrollments among underserved populations. Delivered end-to-end support for clients with health insurance enrollment, efficiently resolving complex issues and providing tailored guidance that resulted in a 20% improvement in first-call resolution.

Conducted both telephone and in-person enrollments, ensuring accessible health coverage for a wide range of consumers and achieving a 95% client satisfaction rate. Maintained meticulous case records and provided strategic support for the CSS Navigator outreach program, helping enhance program reach and drive greater community engagement.

Community Service Society(CSS)

Senior Program Administrative Specialist

May 2024- Current

Program Operations Specialist

KEY COMPETENCIES

PROFESSIONAL EXPERIENCE

Niesha Gourdine

Salem State University, Salem MA

Winsor Consult Group

QA Analyst/ Case Manager- NYC

Viriya Consulting

QA Analyst/ Case Manager- Remote

March 2021- Nov 2023

July 2019- Dec 2020

Bachelor's Degree (B.A.) in Communication

Dedicated professional at Winsor Consult specializing in comprehensive case management and support services for hurricane relief recovery applicants in the Virgin Islands. Meticulously assess case files to ensure adherence to construction closeout best practices for improved process efficiency. Oversee quality analysis initiatives, ensuring accurate outcomes and timely completion through effective communication procedures. Accomplishments:

Provided comprehensive case management and support to hurricane relief recovery applicants, strengthening client relations.

Improved operational efficiency through in-depth case file assessments and adherence to construction closeout best practices.

Led quality analysis initiatives, ensuring precise outcomes and timely completion with enhanced communication procedures.

Meticulously evaluated packages for compliance with EHRVI standards as a FEMA third- party agent, promoting effective disaster recovery efforts. Conducted exhaustive eligibility evaluations for the SC Stay Plus Covid-19 Housing Assistance program. Validated data for completeness and accuracy, aligning with guidelines established by stakeholders and data management systems. Result-oriented approach led to a streamlined application process and precise determination of eligibility. Accomplishments:

Streamlined housing assistance eligibility assessment, reducing processing time, improving accuracy, and increasing support while addressing fraudulent cases.

.Implemented data analysis model for SC Stay Plus Covid-19 Housing Assistance program, ensuring efficient fund distribution and resolving discrepancies through quality control measures

Developed a reliable computational method for determining tenant rent obligations based on income, promoting a fair and transparent rental system. Established a robust record-keeping system, enhancing financial transparency and organization within the organization by implementing new procedures for gathering, recording, and accessing information.

EDUCATION

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