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Skills

  • Workload balancing
  • Framework equipment
  • Communications
  • Conflict resolution and mediation
  • Client outreach and engagement
  • High-volume case management
  • Quality assurance best practices
  • Project organization
  • Process improvement
  • Policy development and documentation

Work Experiences

  • Achieved 67% faster resolution times.
  • Achieved a 66% reduction in average applicant wait times.
  • Collaborated with IT department.
  • Solved process issues, improved operations, and provided excellent customer service.
  • Had an excellent attendance record and was always on time for work.
  • Achieved a 54% satisfaction rating in 2024.
  • Achieved 22% adherence to program compliance standards.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Answered 9 calls per the past year to help customers with their questions and concerns.
  • Collaborated with the marketing team.

Summaries

  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Adept at facilitating workshops for 15 personnel, increasing ATS software proficiency and improving overall team efficiency by 29%.
  • Contributed to a 24% retention boost for critical initiatives.
  • Applicant Services Program Specialist with 11 years of successful stakeholder engagement and workflow optimization experience.
  • Boosted retention rates by 41% for key programs.
  • Achieved a 35% decrease in errors.
  • Strengths in strategic planning and stakeholder engagement backed up by Miscellaneous training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Contributed to a 67% reduction in onboarding times.

Accomplishments

  • Increased referrals through community outreach and partnerships by 19%, helping grow program enrollment by 5 participants.
  • Created and maintained detailed applicant case logs in CRM (ServiceNow), ensuring data accuracy for over 4 clients.
  • Documented and resolved program which led to initiative.
  • Facilitated improvements in applicant security protocols in collaboration with IT to ensure compliance with standard, enhancing data protection.
  • Suggested and implemented a new CRM feature that improved user segmentation, increasing efficiency of applicant case assignment by 28%.
  • Collaborated with leadership to adjust programmatic strategies based on data insights from applicant feedback, which boosted satisfaction rates by 73%.
  • Managed high-volume applicant portfolio of over 15 cases concurrently with a 21% success rate in achieving milestone deadlines.
  • Reduced escalation cases by 35% through the creation of an applicant self-help resource center, decreasing dependency on support services.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 17 in the development of metric.

Affiliations

  • Professional Association for Customer Engagement (PACE)
  • Association for Talent Development (ATD)
  • Rotary International
  • International Organization for Standardization (ISO) Membership
  • National Association of Personnel Services (NAPS)
  • Customer Contact Strategies Global Network
  • Freemason
  • Institute of Customer Service
  • Lions Club
  • Society of Government Service Human Resources Professionals

Certifications

  • Trello Project Management Certificate by Meridian
  • CPPM - Certified Professional in Project Management
  • Certified in Team Leadership by Brightline
  • Certified Compliance and Ethics Professional (CCEP)
  • Certified Appeals and Grievance Specialist by AHIP
  • Cisco Certified Network Associate (CCNA)
  • Customer Service Certified (CSC) by International Customer Service Association (ICSA)
  • Certified Public Accountant (CPA)
  • CompTIA Project+
  • SAP Certified Application Associate by Meridian

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