Staff Accountant

• Nov 2021 - Present

Government Programs Specialist

• Dec 2017 - Nov 2021

• Educate program services and changes to public, community partners, health groups, and executive management of up to 50+ attendees. These efforts, among others, led to plan membership growth of over 155% in 2018 and 41% in 2019. • Build strong community partnerships through educational seminars, service volunteer, community outreach, and networking. • Lead weekly marketing meetings to plan and implement new marketing activities targeting upwards to 17000 individuals with the intent to increase service awareness and membership. • Strategize business and field operation efforts by leading weekly meetings with team focused on increasing program awareness, grow membership, and improve community relations. • Lead projects to improve data collection and analysis, track trends, and report operational gaps using excel and Tableau. • Interview, train, and mentor new team members. Show less

Supervisor

• Sep 2012 - Dec 2017

Supervisor Child Support – Dec 2015 – Dec 2017 (Twin Falls, ID) • Increased production 59% with 12 employees by improving quality, defining production expectations and expanding training. • Analyzed data using pivot tables, charts, and formulas to identify trends. Proposed several automation changes using data collected that simplified process, improved system interfaces, and increased productivity. • Led projects with a focus on prioritizing customer service while ensuring optimum operational efficiency. • Hired new employees, created action plans, and supported individual development. Welfare Benefits Specialist (Spanish) – Sept 2012 – Dec 2015 (Boise, ID) • As Lead Processor, ran staff production reports, analyzed data, and proposed work distribution. • Coached new hires on production, quality, and developed skill sets. • Managed supervisor line for escalated calls. • Recognized for consistently exceeding customer service, production, and casework quality goals. Show less

Business Owner

• Jul 2011 - Jul 2013

• SEO business consultations on increasing market reach, growing customer base, and improving client retention. • Created website, podcast, and marketing materials to educate small and large business on practical social marketing. • Author of “Practical Social Marketing,” teaches how to build an online presence and monetize from it. • SEO business consultations on increasing market reach, growing customer base, and improving client retention. • Created website, podcast, and marketing materials to educate small and large business on practical social marketing. • Author of “Practical Social Marketing,” teaches how to build an online presence and monetize from it.

Workflow Management Analyst

• Nov 2008 - Jul 2011

Workflow Management Analyst – May 2010 – July 2011 (Rexburg, ID) • Managed call center scheduling and forecasting for 150+ staff. • Analyzed, budgeted, and proposed staffing increases to meet growing customer base. • Managed Service Desk tickets and coordinated with departments for timely resolution. Spanish Team Lead – Nov 2008 – May 2010 (Rexburg, ID) • Supervised 10+ employees, trained best practices, conducting evaluations, and resolved escalated concerns. • Team consistently recognized as the top call center performer. Show less

Student Body Vice President / President of Safety Council

• Apr 2007 - Jul 2008

• Led a council of 50 volunteers to act as liaisons for administration and 11,000 students, solving campus concerns. • Collected feedback through forums and surveys. Solutions implemented for campus parking, technological advancements, student safety, and test center accommodations. • Created the Student Safety Council and received administration approval for proposed budgetary needs. • Improved organizational workflow, maintained budgets, held meetings, set goals with timelines, and delegated duties. Show less