Experience

eWorld Enterprise Solutions, Inc.

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Department of Human Services Customer Support Agent

  • Feb 2023 - Present

  United States Call center agent with DHS in Hawaii on various projects including SNAP and Financial Assistance, Maui Wildfire Support, and Child Care Leading training and creating training and reference materials. Assisting clients with inquires regarding how to apply for benefits, case status, benefits allotment, complaints, etc.



Maximus

• United States
• Government Administration
• 700 & Above Employee

• Training Coordinator

  • Dec 2022 - Feb 2023

  Los Angeles County, California, United States Managing, designing, developing, coordinating, and conducting training programs for contracted CA EDD projects Design, prepare, maintain and conduct training specific to client and project needs Draft resources for continued education for the life of the project Collaborate with project management to establish new operating protocol and implemented trainings based on that protocol. Assess instructional effectiveness and determine the impact of training on employee skills Host… Show more Managing, designing, developing, coordinating, and conducting training programs for contracted CA EDD projects Design, prepare, maintain and conduct training specific to client and project needs Draft resources for continued education for the life of the project Collaborate with project management to establish new operating protocol and implemented trainings based on that protocol. Assess instructional effectiveness and determine the impact of training on employee skills Host train-the-trainer sessions for internal subject matter experts Maintained proficiency in State-run client mainframes, document storage and delivery systems, as well as databases.

• CA UI Employer/Deferred Employer Protest Team Lead

  • Aug 2022 - Dec 2022

  Los Angeles County, California, United States Retrieved, analyzed and processed California unemployment employer protest claims in addition to supporting management in reporting and agent oversight Accurately analyzed and processed unemployment claims with moderate and complex eligibility issues. Audited agent data input to ensure integrity. Collaborated with QA, training, and other team leads to ensure continuity in processing. Coached agents on appropriate processes in various eligibility scenarios. Communicated… Show more Retrieved, analyzed and processed California unemployment employer protest claims in addition to supporting management in reporting and agent oversight Accurately analyzed and processed unemployment claims with moderate and complex eligibility issues. Audited agent data input to ensure integrity. Collaborated with QA, training, and other team leads to ensure continuity in processing. Coached agents on appropriate processes in various eligibility scenarios. Communicated workflow problems, issues or backlog immediately. Created and implemented proactive solutions to reporting and accountability via excel spreadsheets. Maintained proficiency in State-run client mainframes, document storage and delivery systems, as well as databases. Assigned cases to agents in SharePoint.

• CA UI Employer Protest/Deferred Protest Agent

  • Mar 2022 - Aug 2022

  Los Angeles County, California, United States Retrieved, analyzed and processed California unemployment employer protest claims. Subject Matter Expert in both UI Employer Protest and Deferred Employer Protest work streams. Accurately analyzed and processed unemployment claims with moderate and complex eligibility issues. Trained agents in both work streams in a nesting environment. Communicated workflow problems, issues or backlog immediately. Demonstrated time management. Maintained proficiency in State-run client… Show more Retrieved, analyzed and processed California unemployment employer protest claims. Subject Matter Expert in both UI Employer Protest and Deferred Employer Protest work streams. Accurately analyzed and processed unemployment claims with moderate and complex eligibility issues. Trained agents in both work streams in a nesting environment. Communicated workflow problems, issues or backlog immediately. Demonstrated time management. Maintained proficiency in State-run client mainframes, document storage and delivery systems, as well as databases.



Paradigm

• United States
• Insurance
• 700 & Above Employee

• Referral Coordinator

  • May 2021 - Oct 2021

  Los Angeles, California, United States Received and assigned incoming worker’s compensation case management referrals from various clients in adherence to client special handling instructions, state, and jurisdictional guidelines for both field and telephonic nurse case management referrals. Oversaw scheduling processes for each referral adhering to special handling instructions, state guidelines, and internal time limits. Attended regular meetings to discuss issues and solutions to ensure high levels of… Show more Received and assigned incoming worker’s compensation case management referrals from various clients in adherence to client special handling instructions, state, and jurisdictional guidelines for both field and telephonic nurse case management referrals. Oversaw scheduling processes for each referral adhering to special handling instructions, state guidelines, and internal time limits. Attended regular meetings to discuss issues and solutions to ensure high levels of customer service. Initiated and maintained a good rapport with both internal and external customers, including staff and managers. Consistently achieved established performance and results standards. Requested referral information as needed from clients and/or adjusters via telephone and email. Maintained proficiency in Claims Systems. Generated and distributed reports related to intake processes as requested by management. Show less



Sedgwick

• Insurance
• 700 & Above Employee

• Dedicated Intake Coordinator-Stand Alone Business

  • May 2020 - May 2021

  Los Angeles, California, United States Responsible for incoming referrals and their assignment to Nurse Case Managers in accordance with policy and contract guidelines as well as managing and improving upon standard operational procedures for dedicated client accounts. Created intake coordinator procedures for use in staff training. Trained administrative staff on intake policies, procedures, and processes. Brainstormed, created and implemented systems and resources to streamline intake process… Show more Responsible for incoming referrals and their assignment to Nurse Case Managers in accordance with policy and contract guidelines as well as managing and improving upon standard operational procedures for dedicated client accounts. Created intake coordinator procedures for use in staff training. Trained administrative staff on intake policies, procedures, and processes. Brainstormed, created and implemented systems and resources to streamline intake process. Utilized geo-mapping software. Retrieved and analyzed referral data. Provided professional and courteous customer service. Managed scheduling processes for each referral adhering to special handling instructions, state guidelines, and internal time limits. Communicated efficiently to a team management effort that strongly promotes dependability and robust communication. Attended regular meetings to discuss issues and solutions to ensure high levels of customer service. Initiated and maintained a good rapport with both internal and external customers, including staff and managers. Performed all aspects of duties accurately. Consistently achieved established performance and results standards. Prioritized and organized assigned work. Communicated workflow problems, issues or backlog immediately. Informed all necessary parties on possible delays in assignment of case management. Requested referral information as needed from clients and/or adjusters via telephone and email. Demonstrated time management. Maintained proficiency in Claims Systems. Generated and distributed reports related to intake processes as requested by management. Performed other duties as required by management.

• Intake Coordinator

  • May 2018 - May 2021

  Birmingham, Alabama, United States Responsible for incoming referrals and their assignment to Nurse Case Managers in accordance with instructions. Provided professional and courteous customer service. Managed scheduling processes for each referral adhering to special handling instructions, state guidelines, and internal time limits. Communicated efficiently to a team management effort that strongly promotes dependability and robust communication. Attended regular meetings to discuss… Show more Responsible for incoming referrals and their assignment to Nurse Case Managers in accordance with instructions. Provided professional and courteous customer service. Managed scheduling processes for each referral adhering to special handling instructions, state guidelines, and internal time limits. Communicated efficiently to a team management effort that strongly promotes dependability and robust communication. Attended regular meetings to discuss issues and solutions to ensure high levels of customer service. Initiated and maintained a good rapport with both internal and external customers, including staff and managers. Performed all aspects of duties accurately. Consistently achieved established performance and results standards. Prioritized and organized assigned work. Communicated workflow problems, issues or backlog immediately. Informed all necessary parties on possible delays in assignment of case management. Requested referral information as needed from clients and/or adjusters via telephone and email. Demonstrated time management. Maintained proficiency in Claims Systems. Generated and distributed reports related to intake processes as requested by management. Performed other duties as required by management.

• Case Manager Assistant

  • Nov 2017 - May 2021

  Birmingham, Alabama, United States Contributed to opening, maintaining, and closing worker’s compensation claims for Nurse Case Managers. Performed and billed for file set-up. Sent attorney courtesy letters as applicable. Ensured appointment reminder letters were sent to injured workers. Updated provider information, work status, and cost savings as required. Requested medical documents from appropriate providers. Copied, Faxed, and/or emailed records to appropriate offices as requested. … Show more Contributed to opening, maintaining, and closing worker’s compensation claims for Nurse Case Managers. Performed and billed for file set-up. Sent attorney courtesy letters as applicable. Ensured appointment reminder letters were sent to injured workers. Updated provider information, work status, and cost savings as required. Requested medical documents from appropriate providers. Copied, Faxed, and/or emailed records to appropriate offices as requested. Obtained complete medical records from providers as needed. Completed all other tasks as assigned. Maintained accuracy and timeliness on requested and required tasks. Complied with CMA standard operations and procedures, including compliance with service standards. Delivered Proactive assistance to Nurse Case Managers to achieve optimal outcomes. Demonstrated time management. Upheld quality assurance standards. Gained knowledge and proficiency. Provided excellent customer service.



University of South Alabama

• United States
• Higher Education
• 700 & Above Employee

• Temporary Administrative Assistant

  • May 2017 - Oct 2017

  Mobile, Alabama, United States Contributed to maintaining the work flow and organization of the office. Composed all thank you letters to donors. Researched donor/prospective donor information. Created Excel reports and databases. Maintained budgets. Tracked and ordered office supplies. Used Banner as required. Assisted in writing grant applications. Performed other duties as assigned.



British Orchard Nursery

• Education Administration Programs
• 100 - 200 Employee

• Administrator/Customer Relations Officer

  • Oct 2015 - Apr 2017

  Dubai, UAE Challenged to develop marketing strategies, get feedback from top management while supporting school back office team in order to reach to mutual goals and solutions and reach to individual targets and milestones Promoted the school by identifying PR opportunities with the Central Office Marketing Team. Organized and attended external events, school community events and meetings and report on events using the schools communication channels. Led team of social media… Show more Challenged to develop marketing strategies, get feedback from top management while supporting school back office team in order to reach to mutual goals and solutions and reach to individual targets and milestones Promoted the school by identifying PR opportunities with the Central Office Marketing Team. Organized and attended external events, school community events and meetings and report on events using the schools communication channels. Led team of social media coordinators. Monitored and contributed to social media pages such as Facebook, Instagram, and Twitter Prepared requested reports with needed formats for top management while working closely with different departments. Wrote, edited, and submitted award applications. Maintained positive attitude towards principals and associates by being friendly and courteous while sustaining a high degree of professionalism. Managed marketing campaign activities. Planned, oversaw and coordinated the administration workload in accordance with operational requirements. Ensured workload is shared and distributed evenly and wherever necessary prioritized to meet urgent requirements Supervised the activities performed in all work units within an office, including office management, implementation of procedures, case management and processing and records management Resolved issues arising from the queries and complaints from customers, staff and stakeholders in order to provide a high level of customer service for admin related issues and retain customer confidence Show less



J L Morgan

• Patient Satisfaction Assistant Manager

  • Oct 2013 - Apr 2015

  Mount Laurel, AL Hired to coordinate cross-functional teams for campaign planning assistance and implementation. Responsible for training, performance management documentation and assisted in interview and selection processing Managed a high-volume workload within a deadline-driven environment and consistently met performance benchmarks in the areas of speed, accuracy and volume. Effectively managed a personal calling schedule meeting the daily target of 42 surveys per day. Trained… Show more Hired to coordinate cross-functional teams for campaign planning assistance and implementation. Responsible for training, performance management documentation and assisted in interview and selection processing Managed a high-volume workload within a deadline-driven environment and consistently met performance benchmarks in the areas of speed, accuracy and volume. Effectively managed a personal calling schedule meeting the daily target of 42 surveys per day. Trained new hires. Assisted in creating weekly schedule based on requirements of over 150 different hospitals. Performed data entry, filing, and other administrative support as needed. Show less



Shunnarah Insurance Group

• Customer Service Manager

  • Jul 2012 - Aug 2013

  Hoover,AL Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. Provided quotes and executed online policy changes for auto, home and excess liability. Assist in maintaining current client base while applying marketing strategies to build new client base. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Assist with new employee training including home and auto… Show more Handled incoming calls from policyholders, responding to inquiries, resolving problems and correcting policy errors. Provided quotes and executed online policy changes for auto, home and excess liability. Assist in maintaining current client base while applying marketing strategies to build new client base. Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity. Assist with new employee training including home and auto policies. Show less