Enrollment & Eligibility Supervisor Supervises the work of 8-12 Verification Documents Administrators to ensure adherence to quality standards, deadlines, and proper procedures; Processes, reviews and verify weekly time sheets Oversees functions associated with the review of supporting documentation submitted by consumers for the purpose of satisfying documentation requests;  Participates in the interview process for potential Verification's Documents Administrators Reviews performance standards and performance metrics with all team members during initial new hire training sessions; Creates and delivers corrective actions and disciplines for staff as appropriate Provides staff mentoring and coaching on an ongoing basis to help ensure staff members are meeting individual performance standards including confidentiality and security of information  Monitors employee performance for compliance to established departmental protocols (SLA) Reviews production reports and tasks to compare to established performance expectations Conducts Monthly “1:1” meetings with staff to evaluate & review employee performance Makes recommendations and completes employee quarterly bonus reviews and yearly merit incentives  Develops team goals and expectations that ensures staff understand how performance metrics impacts the performance standards of the department Review Daily/Weekly Quality Control Sample Evaluations and provides coaching and training as needed Creates and delivers corrective actions and disciplines for staff as appropriate; Anticipate issues proactively and escalate to management as appropriate; Monitors workload and coordinates schedules with Work Force MGMT

Front-End Lead Maintained an awareness of all promotions, advertisements and in-store specialsRequested information or assistance using paging systems; answered phones and transfer calls to appropriate departments; accurately and efficiently maintained all cash at the registers  Greeted and acknowledged customers while issuing receipts, refunds, credits or correct change due  Possessed knowledge of financial goals regarding sales, margin and shrink and took steps to improve the front end in these areas; Ensured customer care and selling were a #1 priority  Participated in the interview process for potential Checkout Service Associates and Service Desk Associates  Trained and supervised Checkout Service and Service Desk Associates and ensured they completed all required tasks on a continual basis and communicated register errors to the proper management Recognized coaching opportunities to praise or correct performance of associates and ensured that associates were improving every day Facilitated dialogue between front-line associates and the store leadership team Followed corporate guidelines relating to Merchandise Claims & Controls (MCC), Known-Loss merchandise, and Open/Empty Packages