Tinneke Patel Email & Phone Number

Provide program and project management support to the Transportation Security Agency's Information Technology Government and Industry Liaison Division (ITGIL) in the areas of information technology strategic planning, project management, systems solutions support. Provide direct support to Division Director for Strategic Planning, Communication Support, and Facilitation Support. Elevated to lead role in Division reporting for Executives. Perform leadership duties for contracting staff. Duties include updating and maintaining program plan to outline IT's vision, purpose, objectives, scope, overall approach for soliciting solutions, and key deliverables and milestones. Responsibilities also include, coordination and consolidation of Division response to oversight agencies, internal and external stakeholder briefings, memos, or reports.

Supports CMS CMMI PCM Bundled Payments for Care Improvement Advanced Model Management and Technical Support Services (#4001) and Comprehensive Care for Joint Replacement (#3021)• Holds current Public Trust Security Clearance • Performs document creation, quality assurance, and quality control reviews.• Formats MS Word documents, PowerPoint presentations, and Excel spreadsheets, and PDF documents in accordance.• Stores and maintains documents on the team’s SharePoint site.• Stores documents on CMS’s Salesforce application.• Reviews documents and deliverables for proper formatting and structure, spelling, grammar, and consistency.• Provides Tier 2 telephone and email customer service support using a supplied help desk.• Triages and documents incoming inquiries.• Identifies the proper channel to resolve customer issues and follows up on resolutions.• Reviews, understands, and applies knowledge of Federal rules and program requirements to provide accurate responses to inquiries.• Drafts responses to complex e-mail inquiries.• Responds to email inquiries using program information available on the CMMI website and/or within Federal rules.• Reports on inquiries from stakeholders, including call volume, peaks, unusual spikes, and trends.• Monitors the status of all inquiry responses.• Assists with participant outreach to verify contact information and, if required, provides a method for the participant to update their contact information.• Assists with the development, maintenance, and collection of point of contact lists by various metrics.

Supported the Department of Workforce Development, WorkOne Division’s Workforce Innovation and Opportunity Act, Trade Adjustment Assistance, WorkIN, and Wagner-Peyser Act Programs (for the State of Indiana).• Analyzed data from several source points to determine future activities, funding needs, and to ensure service level agreements were being met.• Used Microsoft Office Suite products to determine daily activities, create monthly reports, and track program spending.• Maintained a working knowledge of program policies, current workforce trends, and training provider information.• Ensured that services provided were in accordance and documented within Federal, state, and local policies.• Maintained open dialog with stakeholders, suppliers, and users.• Provided Tier 1 and Tier 2 desktop support to co-workers and customers.• Coordinated office events.• Used in-depth interviews, assessments, testing, and sound judgment to assist customers in making career and employment decisions.• Planned and implemented training plans and employment goals for individuals.• Processed and submitted required paperwork to acquire Federal and state funding for training plans, including tuition assistance, supportive services, and travel reimbursement within Federal and state guidelines.• Identified possible action plans to overcome barriers to training and employment.• Provided training and mentorship to new employees.

Supported the Department of Workforce Development, WorkOne Division’s Workforce Innovation and Opportunity Act, Trade Adjustment Assistance, WorkIN, and Wagner-Peyser Act Programs (for the State of Indiana).• Analyzed data from several source points to determine future activities, funding needs, and to ensure service level agreements were being met.• Used Microsoft Office Suite products to determine daily activities, create monthly reports, and track program spending.• Maintained a working knowledge of program policies, current workforce trends, and training provider information.• Ensured that services provided were in accordance and documented within Federal, state, and local policies.• Maintained open dialog with stakeholders, suppliers, and users.• Provided Tier 1 and Tier 2 desktop support to co-workers and customers.• Coordinated office events.• Used in-depth interviews, assessments, testing, and sound judgment to assist customers in making career and employment decisions.• Planned and implemented training plans and employment goals for individuals.• Processed and submitted required paperwork to acquire Federal and state funding for training plans, including tuition assistance, supportive services, and travel reimbursement within Federal and state guidelines.• Identified possible action plans to overcome barriers to training and employment.• Provided training and mentorship to new employees.

Supported the Division of Family Social Services Administration Public Assistance’s Supplemental Nutrition Assistance, Temporary Assistance for Needy Families, and Welfare to Work Programs (for the State of Indiana).• Provided detailed analysis of work completed by production teams throughout the state to local, regional, and district managers in a call center environment.• Areas analyzed included compliance to state and Federal regulations, operational procedures, and client interaction expectations.• Maintained open dialog with all departments to ensure efficiency and productivity to meet project matrices.

Supported the Division of Family Social Services Administration Public Assistance’s Supplemental Nutrition Assistance, Temporary Assistance for Needy Families, and Welfare to Work Programs (for the State of Indiana).• Provided direction, motivation, and recommendations regarding compliance with company and state guidelines and policies in a local office and call center environments.• Charged with ensuring successful completion and proper handling of all cases and team performance.• Oversaw IMPACT (Welfare to Work Program) team members who were responsible for assisting clients with job skills assessments, intense job search, and training activities, as well as providing supportive services, including preparing clients for successful transition from welfare dependence to self-sufficiency, issuing vouchers for child care, and travel and other training expenses.• Coached and guided team members in a variety of areas, including personal development, client satisfaction, effective communication, and problem resolution skills.• Successfully completed Xerox Training—Civil Rights, Ethics, Eligibility Specialist, WFMS, FEPS, GERS, Performance Improvement, FMLA for Supervisors.

Supported the Division of Family Social Services Administration Public Assistance’s Supplemental Nutrition Assistance, Temporary Assistance for Needy Families, and Welfare to Work Programs (for the State of Indiana).• Established client eligibility for public assistance programs through data-gathering interviews and correspondence.• Identified client data and proper verifications.• Resolved client issues and problems through personal interviews, telephone inquiries, and/or necessary correspondence and documentation.• Maintained complete client confidentiality under current Health Insurance Portability and Accountability Act (HIPAA) regulations.• Served as a member of the Food Stamp Disaster Relief Team, which involved traveling to counties approved for emergency disaster relief and issuing same-day benefits to those affected by natural disasters.