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Communications Specialist | Program Manager
Confident, driven and expert-level professional with years of progressive, service-focused experience in a diverse array of environments. Skilled in developing sound solutions that lead to organizational success. Capable leader and program manager; cultivator of high-caliber teams that aim to achieve or surpass company goals. In pursuance of a role that will call for leverage of skills and allow for ongoing career growth upon imminent relocation to Nevada.
Core Competencies
Healthcare Program Management | Medicaid and Medicare Expertise | Project Management
Training & Development | Negotiations | Assessments & Evaluations | Claims Processing
Business Development | Call Calibration Specialist | Time Management | Organization | P&P Development
Data Management & Governance | Website Management | Internal Auditor | Salesforce/Siebel
Knowledge Management | Drupal | Moxie | MS Project Management | MS Office | SharePoint | SAP
Database & Website Management | Programming: HTML, JavaScript, CSS
Professional Background
MAXIMUS HealthCare Services, Inc./State of Illinois
Communication Specialist (2013 Present)
Author, edit and review marketing and communication materials, such as brochures, letters, print and email newsletters, direct mailings, promotional items and additional peripherals
Liaise with the Print and Fulfillment Team and the State of Illinois Marketing team to craft effective print materials and promotional items for various program and plan offerings
Support staff and special project teams with regard to delivery of training and related documentation
Play a key role in launching the State of Illinois Healthcare Expansion Project for over 1M residents
Utilize a $250K budget allocated for website, materials and knowledge systems development
Suggest and drive into motion various processes that improve upon the capabilities of the State s Call Center knowledge management system
Develop and lead web development and support procedures, along with related tools and documentation
Write scope documents, manage source code and construct technical support standards
Handle all phases of website development and project management, including design, testing and production
Participate in customer listening calibration to make certain that Call Center Key Performance Indicators (KPIs) align with service-level agreements per contract terms
Ensure that application/database software and operation systems are at current revision levels, ensure acceptable performance and allow for access to application systems, databases and operating systems
Design and assess the Knowledge Management and SharePoint Systems, as well as the State website
Central States SER (CHA/HUD)
Project Coordinator/Program Manager/Career Service Advisor (2008 2012)
Served as the Project Coordinator for the HealthCare Advancement Program; in doing so, evaluated work charts, work scopes and other information to identify and reconcile grant outcomes
Ensured adherence to grant terms and schedules; also developed solutions to program issues
Carefully directed incumbents operations with program staff from various departments
Analyzed and set into place efficient, reliable metrics to measure progress towards goal achievement
Worked in a Program Manager capacity for the Transactional Job initiative; included overseeing a team of four full-time and 135 part-time personnel
Developed and executed an all-inclusive marketing and community education plan
Encouraged improved team performance and service levels by setting forth work processes consistent with business objectives and strategic plans
Project Coordinator/Program Manager/Career Service Advisor (Continued)
Founded and utilized an efficient recruitment process to attract qualified, top-tier candidates for vacancies as they arose; managed recruitment, hiring and other staffing functions with the HR Department
Completed performance reviews including improvement plans; also led staff development activities
Also acted as both a Career Service Advisor and Training Facilitator with the organization
Provided all-encompassing case management services for participants including intake and assessments for Workforce Development
Ensured that all data entered into IWDS was both accurate and processed in a timely fashion
Developed and evaluated instructional and training best practices specific to curriculum design, adult learning and blended learning strategies across educational levels
Allstate Insurance Company
Senior Customer Insurance Professional (2000 2006)
Analyzed client billing reports and rectified noted issues using Siebel Systems and AS400 Call Center software; served accounts in a total of 18 states
Handled inbound claims; received and processed claims for major storms and disasters from 2004 2005
Examined and resolved escalations to drive optimal customer satisfaction levels; delivered viable, lasting solutions to all problems
Helped train new hires in a controlled environment; served as their point of contact on the Call Center floor
Education
Masters of Business of Administration, Project Management, Keller Graduate School of Management
Involvement
Member, Zeta Phi Beta, Inc. Chicago Chapter
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