Maggie Rhoades Email & Phone Number

United States

• Cultivate a high performing team through authoring and maintaining documentation of procedures and other collateral leverageable during training and support continuous staff professional development by delivering.
• Generate complex reporting to provide insight into productivity trends and reshape workflows to easily adapt to broader programs and maximize resources.
• Champion efforts for technical improvements through partnerships with other functional teams to gather and deliver business requirements, coordinate, and actively participate in testing efforts prior to launch.
• Subject matter expert on policies and procedures and participate in strategic planning and knowledge sharing events to promote cohesiveness between teams.

• Led team of 30+ enrollment staff in processing the seamless enrollment of various documents and conducting associated pre- and post-employment checks for employees in multiple consumer-directed programs.
• Utilized self-reporting tools to monitor staff productivity and proactively gauge incoming workload to aid in positioning of resources and ensure contractual processing times were not compromised.
• Managed ongoing projects designed to improve productivity and client satisfaction through the adoption of agile methodology, leading to higher completion rates.
• Partnered with human resources team to triage resumes, interview candidates, and deliver offers to individuals aligning to the firm’s vision and business needs.

• Crafted training materials and other job aids to effectively educate newly hired team on organization’s policies and regulations for new rental assistance program.
• Ensured delivery of a quality customer experience through utilization of technical resources to proactively manage teams’ productivity and call volumes, affording opportunities to adjust as needed.
• Set call center goals and communicated standards to team along with execution of performance management plans and delivery of promotions as needed.
• Functioned as voice of customer by obtaining and reviewing client feedback and providing data driven suggestions to address concerns.

Harrisburg, Pennsylvania, United States

• Managed pipeline of 20+ clients by guiding them through the enrollment process for their program and maintained regular contact throughout their tenure in the program to ensure their success.
• Delivered client education on how to manage their services and budget utilization along with reviewing program rules required to maintain eligibility.
• Oversaw enrollment specialist within the region and acted as a resource to resolve issues and minimize escalations.
• Created all training materials and delivered new hire and cross training to staff members.

Reading, Pennsylvania Area

• Leveraged various communication channels and in-person visits to enroll participant and employees into federally funded programs.
• Collaborated with clients to understand needs and communicate with service coordinators to obtain necessary authorizations and documents needed for services.
• Processed all enrollment document submissions timely and according to quality standards.