2938 S. 77th Street,
Bachelor of Science – Human Services Management
University of Phoenix – Tulsa OK
Bachelor of Science – Business Administration
Daniel Hale Williams University – Chicago, IL
Alorica / DecisonOne OK – 1/22/04 – 2/5/09
Quality Assurance Specialist
Monitored calls for quality, content and adherence to policy. Documented scores and provide feedback to agents and management. Maintained accurate records and prepared reports. Trained specialists and management, to resolve call drivers concerns. Communicate policy updates and issues to agents, management and training specialist. Monitored for consistency between teams, assisted in developing new procedures for Quality Assurance department. Communicated information, effectively and in a timely manner. Conducted new hire training classes in compliance with quality procedures. Inputted data into a data base system to track progress of monitors for the outcome of the Center. Gave constructive information to Agents and to Managers, worked independently and in a team setting. Possessed a positive and professional demeanor.
City of Human Resource Dept. – OK – 12/2002 – 7/2003
Administrator II – Workers Compensation Dept.
Imported all new injury reports from outside network and merged into City’s mainframe system. Maintained detailed spreadsheet which was ultimately used by various department representatives to track and manage work related injuries. Inputted each claim into computerized system, and assigned claims to the appropriate Adjuster. Asst with STD and LTD issues related to workers comp. Converted files from claim system as they become litigated, calculated Temporary Total Disability (TTD) and Permanent Partial Disability (PPD) rates for injury leave pay. Established legal document files for pending lawsuits. Initiated search and discovery for any prior claims. Prepared all legal forms for court appearance and for the State department. Scheduled medical evaluations, with appropriate medical doctors and forward related correspondence to physician and lawyers. Updated system for any settlements, judgments, payments or distributions or any actions related to each claim. Attended bi-weekly meeting with Adjusters and the Legal Dept. Possessed excellent organizational skills.
West Communications, OK – 7/2002 – 12/2002
Customer Service Representative
Worked directly for an independent telecommunication company, inbound calls only.
Evanston Township High School, Evanston, IL – 3/99 – 6/01
Worked in the Human Resource Department, coordinated all health, dental and life insurance plans for all district employees and retired employees. Coordinated and maintained District’s Workers Compensation Program, District’s Section 125 Plan, FMLA and short and long term disabilities plans. Prepared and provided reports for health and life insurance agencies, federal HCFA plan reports required local, state and federal reports. Worked directly with individual health plan brokers and analyzed data and policies to prepare yearly rate increases. Served as liaison between employee and the health plan companies, answering questions regarding their plan and assist employees with any claims. Assisted employees with retirement health options: including TRS, Social Security/Medicare and District’s health coverage. Reconciled and prepared monthly payments for all health insurance plans.
Northwestern University, Evanston, IL – 5/84 – 1/96
Center for Health Services and Policy Research
Assistant to Director/ Financial Manager
Worked directly with Center’s Director and Associate Director of Center. Developed and implemented efficient procedures. Manager of the Accounting Dept. for Center duties included interviewing candidates for staff vacancies within Center. Assisted with employee relation issues. Worked with vast multicultural/nationalities. Reviewed and prepared payroll, (exempt and non-exempt) initiated merit increases, promotions and transfers for all staff. Managed and directed all finances for the Center. Developed and formulated budgets for University-related, federal private agencies. Recommended and implemented changes to budgets., salary increases for exempt and non-exempt faculty and staff. Prepared detailed, computerized analysis of finances with monthly reports that included projections.
Volunteer – MEND Crises Pregnancy Center, OK
Â· Counselor – counsel and assist women with a variety of women’s issues; sexual abuse, diseases, pregnant, parenting, etc. with the main focus on showing God’s love and compassion and assisting them with any services available.
Â· Mentor – for women who request a mentor, giving personal guidance and assistance until their goals are accomplished.
Â· Office Assistance – Inputting data into Ecyros data base system, front desk help, typing, filling and answering phones when needed.
Â· Teacher of Womens classes – Post Abortion Healing at Center and Women’s Prison.
Extensive knowledge of Excel, Lotus 123, Access, HRIS, Microsoft Office Suite, WordPerfect, Power Point, Ms Publisher, Claris Works, Print Shop, Print Artist, Adobe Photo Shop, Quart, Citris Mainframe.