Experience

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  CGI

  • Belton, Texas, United States

  • Service Operator- Housing Specialist

    • Nov 2022 - Present
    • Belton, Texas, United States

    -Certified Specialist of Occupancy- Housing Choice Vouchers-Team Lead for Rent Increase Department-Review and process rent increase requests for both a housing choice voucher program and project based vouchers.-Review and process requests to move into a unit with a housing choice voucher program -Work on various other projects as requested for our client/program.

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  Hinson Household

  • Temple, Texas, United States

  • Stay-at-Home Parent

    • Jun 2018 - Nov 2022
    • Temple, Texas, United States

    -Manage household budget.-Run the day to day operations of our home.-Plan various educational activities for a toddler.

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  CVS Health

  • Greater Nashville Area, TN

  • Quality Assurance Senior Coodinator- Medicare Services Part D

    • Jun 2009 - Jun 2018
    • Greater Nashville Area, TN

    - Traveled to vendor locations to conduct training classroom assessments and provided side by side assessments for CCRs. Any risks and recommendations were reported back leadership. -Created reports for leadership highlighting risks and recommendations for improvement based on side by side assessments.-Analysis of data from complaints to Medicare to determine breakdown in the process in order to help management determine where resources need to be focused in order to correct the process-Reported trends to help get work instructions updated, clarification to representatives, and get system processes adjusted -Scored incoming customer care calls in order to coach the representative and improve the call center’s quality score-Worked on various projects for the department including but not limited to: Voice of the Customer, CareSouce Content Reviews, Med D Coaching Box, Training Material Reviews and test calls.

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  Hertz

  • Knoxville, Tennessee Area

  • Location Manager

    • Jun 2005 - Jun 2009
    • Knoxville, Tennessee Area

    -Responsible for day to day operations at two Hertz locations, 25 plus employees-Worked directly with auto insurance companies by filing auto rental claims and submitting direct billing information-Selling Hertz service and products to customers and clients, average of 10% increase in business every month I headed up sales to insurance companies, body shops, and local corporate accounts.-Designed training material and supervised the training of new hires-Managed 100 plus car fleet and organized maintenance for fleet-Handled customer concerns and complaints to ensure their needs were met and they were happy with Hertz service

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  Western Kentucky University

  • Bowling Green, KY

  • Adjunct Professor

    • Aug 2004 - May 2005
    • Bowling Green, KY

    -Taught Introduction to Sociology, 3 sections each semester-Created the class curriculum, decided what aspects of Sociology to include, what type of assignments would be beneficial to my students, and how to weigh each assignment to determine final grade-Designed all assignments and created each test-Wrote all lectures using material from textbooks, outside reading material, and current events -Presented the information to students in lecture format-Counseled student on various issues and concerns, including educational pursuits and personal problems