• Oversee the Career Link Program that assists parents receiving the Temporary Assistance for Needy Families (TANF) grant with obtaining subsidized employment with organizations who have partnered with our program within the community of Las Cruces, New Mexico and Southern Dona Ana County. Our goal is to provide our participants with skills and abilities that will assist them in becoming more employable and assisting them in reaching self-sufficient by obtaining unsubsidized employment by the end of the program. • I am accountable to meet/exceed all contract performance outcomes with the State of New Mexico required for the Career Link Program. • Actively networks with customers and other entities associated with various employment services and markets to meet growth goals for the branch.• Reviews weekly and monthly reports for accounting and operations (e.g financial statements, posted transactions, payroll reports, operations reports, unpaid items, requisition reports, critical dates, and authorizations).• Monitors that all Career Link Program procedures are being conducted on a timely basis and as specified in the score of work. • Ensures Career Link Coordinators case management is accurate, effective, and efficient per scope of work.• Monitor that data entry into New Mexico Human Services Department database and the New Mexico Works database are entered timely and correctly for all Career Link participants.• Responsible for recruiting, interviewing, and hiring of personnel.

• Oversee the Career Link Program that assists parents receiving the Temporary Assistance for Needy Families (TANF) grant with obtaining subsidized employment with organizations who have partnered with our program within the community of Las Cruces, New Mexico and Southern Dona Ana County. Our goal is to provide our participants with skills and abilities that will assist them in becoming more employable and assisting them in reaching self-sufficient by obtaining unsubsidized employment by the end of the program. • I am accountable to meet/exceed all contract performance outcomes with the State of New Mexico required for the Career Link Program. • Actively networks with customers and other entities associated with various employment services and markets to meet growth goals for the branch.• Reviews weekly and monthly reports for accounting and operations (e.g financial statements, posted transactions, payroll reports, operations reports, unpaid items, requisition reports, critical dates, and authorizations).• Monitors that all Career Link Program procedures are being conducted on a timely basis and as specified in the score of work. • Ensures Career Link Coordinators case management is accurate, effective, and efficient per scope of work.• Monitor that data entry into New Mexico Human Services Department database and the New Mexico Works database are entered timely and correctly for all Career Link participants.• Responsible for recruiting, interviewing, and hiring of personnel.

SL Start is contracted with the State of New Mexico to administer the Temporary Assistance for Needy Families (TANF) via New Mexico Works program.• Provide overall direction, administrative support and evaluation of New Mexico Works staff at the West Dona Ana Income Support Division. • Ensures that guidelines and policies for Temporary Assistance for Needy Families (TANF) are met. • Monitored staff performance levels, identified training needs, and developed action plans for staff development. • Monitor performance of New Mexico Works staff through data analysis and reports. • Ensure staff adheres to stringent federal, state, and company compliance objectives. • Ensured accurate completion of New Mexico Works orientation, assessment, and individual responsibility plan and work participation agreement for all TANF approved participants. • Completed monthly case file reviews. • Actively networked with community partners to ensure participants within the New Mexico Work program reach self-sufficiency by obtaining employment within the community workforce.• Counseled individual employees on job performance issues. Developed and monitored progress on employee Performance Improvement Plans. • Conducts staff meetings and provides clear communication regarding any changes affecting the New Mexico Works program. • Conducted bi-weekly meetings with Income Support Division County Director. • Responsible for interviewing and hiring staff.• Responsible for approving staff time sheets

Supervises, trains, coaches, and develops the Patient Service Representative team. Supervises the daily operations and oversees daily outcomes in the Customer Service Contact Center. This position ensures compliance with the Veteran Affair’s Patient-Centered Community Care (VAPCCC) requirements, and TriWest policies, and procedures. Ensures accurate completion of VA-approved medical authorizations, appointment scheduling, thorough documentation of all Veteran and provider encounters in the TriWest medical management system and receipt of timely medical documentation from network providers. Directly interacts with a variety of internal and external customers daily. Works in a detailed, multi-tasked and fast-paced production environment.• MonitorsContact Center performance levels, identified training needs, and developed action plans for staff development. • Monitors telephone system's real-time reports to ensure department service levels and contract requirements are met.• Reviews medical management data entries for clarity of documentation and appropriate handling of encounters and inquiries.• Counseled individual employees on job performance issues. Developed and monitored progress on employee Performance Improvement Plans. Drafts performance evaluations for management review. Alerts management and consults with Human Capital on performance and behavior issues.• Ensured internal standards, guidelines and procedures are in place to achieve/maintain high customer service and performance levels. Ensures Patient Service Representative Team follows system protocols for data entry edits and corrections.• Provided adequate coverage of Contact Center using Workforce Management system to plan and adjust employee work schedules.• Assisted with the employee selection process, coordinates the training of new employees, and assists with Contact Center training.

• Oversaw the workflow of the Medicare Benefits Coordination and Recovery Center to ensure compliance with contractual agreements.• Knowledgeable with Medicare program.• Knowledgeable with utilization of the Common Working File.• Maintained 90% quality assurance rate on a monthly basis by using innovative customer service skills.• Conducted regular coaching sessions with each CSR to provide detailed feedback. As well as provide CSR recognition.• Set goals for employees and created strategies to ensure each employee was able to meet and surpass those goals.• Utilized trend analysis to improve employee’s performance.• Supervised a staff of 18 employees’ in a dynamic call center environment.• Worked with Workforce Management to ensure schedule adherence met/exceeded department expectation.• Handled escalation calls when needed.• Conducted team meetings on a weekly basis.• Led team calibrations on a monthly basis.• Assisted the training department in the process of training new hires.• Assisted Human Resources in recruiting potential new hires and conducted interviews for potential new hire candidates.• Kept track of staff attendance and processed bi-weekly payroll.

• Oversaw the workflow of the Applecare Tier 1 Technical Department in a dynamic call center environment. • Maintained 90% quality assurance rate on a monthly basis by using innovative customer service skills.• Monitored the following metrics: quality assurance, AHT, ACW, hold time, and schedule adherence.• Set goals and created strategies to meet and exceed those goals. • Built rapport and maintained morale for employees.• Analyzed reporting and communicated with the client quality manager to provide updates on success of the department.• Utilized data and trend analysis in order to improve staff performance.• Coached and developed CSR’s on a regular basis in order to provide detailed feedback and recognition.• Conducted weekly team meetings.• Conducted interviews for potential new hires.• Processed payroll on a weekly basis.