Provided direct support toadults in a home setting with intellectual disabilities. Follow and support their IP plan in an independent living environment ensuring their safety and health. I assist with their daily hygiene as well as dietary requirements. Review and manage case files to ensure clients are provided efficient and cost-effective services within the community. Documented and prepared case notes for review. Expose to and ensure safety while in the community. Assist with developing life skills. Ensure all medications are given in accordance with prescriptions. Administer all service activities and ensure all residents enjoy active social lives. Participate in various activity groups and civic associations and provide an efficient interface with all families. I also provide training to enhance social skills and participate in all recreational activities in community. Facilitate group sessions pertaining to life skills, cognitive thinking, and hygiene. Provide support to all services and prepare program schedule on weekly basis and monitor all outside activities. Monitor security and safety of all residents within facility and provide support to various individuals. I perform regular medical check of residents. Supervise and provide support to all recreational activities in facilities and monitor all resident requirements and provide training for same. Oversee all evening and afternoon activities and ensure compliance to all house schedules.

I perform analysis of various reports to ensure SLA targets are met and my direct reports are SOP and Policy knowledgeable as well as adhered to proper phone etiquette and provide Superior Customer Service to our clients (Consumers and Beneficiaries). I am currently holding lines of business in Medicare Claims, Medicare Durable Medical Equipment (DME), Marketplace T2, and Medicare. As a supervisor I assist with organization retention by working with agents to ensure they have a much better understanding of what their job entails and provide them tips on how to balance their personal life and their home life everyone has a personal life. Also, I troubleshoot system issue and createtickets for more integral diagnoses of systems. I ensure my team as well as other staff comply with and have the proper training to ensure that the company is aligned with all Service Level Agreements (SLA). I assist with ensuring operational targets goals are met as well as Individual target’s goal by coaching and developing members of my team and other customer service representatives. I can coach, mentor, and develop agents to become world customer service representatives as well as leaders. My team is coached to ensure they meet all expectation of Maximus to assist them with achieving their personal goals. I encourage teamwork and motivation to increase productivity. Provide the tools and knowledge applicable for each team member to be successful in their position so they can elevate their career. I communicate vital information and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer, company needs or related issues. Performance evaluations are performed weekly and monthly to keep team abreast of their progress and evaluations are performed to present my team with positive confirmation as well as opportunities for improvement to ensure target goals are met.

• Supervised teams as large as 30 personnel • Strategized approaches with cross-functional team to capitalize on emerging opportunities• Cultivated teams with motivation, coaching, and development• Evaluated teams’ performance through data analysis and session planning • Organized 1on1 coaching sessions periodically and as needed for development• Effectually communicated verbally and written organization Policies and SOP’s• Inspires team engagement through inclusiveness • Plan, direct, and co-ordinate the operations and activities within organization for my teams • Coached team to meet and understand organization Service Level Agreements (SLA)• Responded to and resolved various customer issues through a proactive solution-based approach to align with organizational growth and success• Assigned with various tasks while staying up to date with normal daily tasks• Train and develop all new hires during on-the-job-training process• I inspect what I expect to ensure team is on track for personal and team success• Engage with team to ensure an understanding of all resources for them can be capitalized• ISO 9001 Quality Management Systems compliance related to Service Level Agreement• Perform Root Cause Analysis (RCA)• Session Planning to formulate training needed for team• Implementation and management of best practices in operations