Shakea Strand
Chesapeake
Summary
Dynamic Quality Control/Quality Assurance Analyst, skilled in data analysis and quality processes. Proven track record in mentoring teams and enhancing performance through critical thinking. Successfully identified systemic issues, driving improvements in Medicaid eligibility case processing. Committed to fostering a collaborative work environment while ensuring compliance with regulations.
Overview
7
7
years of professional experience
Work History
Quality Control/Quality Assurance Analyst
Maximus
08.2022 - Current
- Regularly audits a sample of Medicaid eligibility cases to ensure they were processed correctly and adhere to all program rule
- Used data and metrics to analyze trends in quality or performance, helping identify systemic issues that need to be addressed.
- Experience with data analytics software and state specific Medicaid systems
Team Lead
Maximus
06.2022 - 08.2022
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Monitor individual and team performance, provide coaching and feedback, conduct quality checks (like call monitoring), and set performance goals
- Oversaw daily operations of a call center, ensured staff mett customer service standards, and handled escalated calls
Counselor-Enrollment/Medicaid Eligibility Specialist
Maximus
01.2022 - 06.2022
- Accurately review and verify financial statements and other personal information provided by applicants
- Maintained up-to-date knowledge of relevant laws, regulations, and policy changes affecting Medicaid eligibility determinations.
- Ensured all actions and documentation comply with HIPAA regulations and state Medicaid Rules
- Assess applicants eligibility based on income, household size, and state specific needs
Customer Service Representative
Maximus
07.2021 - 01.2022
- Role involved provided customer service, processing unemployment insurance claims, and conducting interviews for claimants.
- Focused on ensuring individuals with unique challenges receive support, acting as a liaison with employers, and facilitating resources during workforce disruption
- Delivered solutions tailored specifically to each individual''s needs, ensuring optimal outcomes every time.
Customer Service Representative
AppleOne Employment Services (Maximus)
12.2020 - 07.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Technical Support Representative
Kelly Connect Services (Apple)
03.2020 - 12.2020
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Used ticketing systems to manage and process support actions and requests.
Customer Service Representative
QVC Call Center
08.2018 - 04.2019
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Associate of Applied Business - Business Administation
Tidewater Community College
Norfolk, VA05-2015
High School Diploma -
Indian River High School
Chesapeake, VA06-2011
Skills
- Quality assurance
- Quality processes
- Data analysis
- Mentoring and training
- Call monitoring
- Critical thinking
Systems Used
- MMIS
- Connection Point
- Microsoft Office
- Genesys
- AWS
- Work Number
- Vital Records
- State Online Query System (SOLQ-I)
Timeline
Quality Control/Quality Assurance Analyst
Maximus
08.2022 - Current
Team Lead
Maximus
06.2022 - 08.2022
Counselor-Enrollment/Medicaid Eligibility Specialist
Maximus
01.2022 - 06.2022
Customer Service Representative
Maximus
07.2021 - 01.2022
Customer Service Representative
AppleOne Employment Services (Maximus)
12.2020 - 07.2021
Technical Support Representative
Kelly Connect Services (Apple)
03.2020 - 12.2020
Customer Service Representative
QVC Call Center
08.2018 - 04.2019
Associate of Applied Business - Business Administation
Tidewater Community College
High School Diploma -
Indian River High School
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