Amy Smith
TALLAHASSEE,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Certified Federal Marketplace Enrollment Assister
Cognosante LLC
11.2023 - Current
- Coordinated remote enrollment efforts in multiple states, focusing on Medicaid unwinding initiative.
- Ensured regulatory compliance with state and federal guidelines during transition from state Medicaid to Qualified Health Plans
- Provided comprehensive virtual application support, guiding consumers through entire enrollment process.
- Represented organization at virtual community events, health fairs, and other venues for community outreach.
- Led setup and coordination of virtual community and market events to raise awareness about Federal Marketplace enrollment.
- Maintained accurate documentation of daily activities, ensuring compliance with federal rules and regulations.
- Serve as Salesforce expert, optimizing touchpoints and enhancing user experience for end-users.
Government Operations Consultant I
Florida Department of Environmental Protection
08.2022 - 09.2023
- Coordinates with water management districts, Department of Transportation districts, statewide municipalities, political subdivisions, title companies, financial institutions, and attorneys in providing information and verifying accuracy of requests for release of Board of Trustees’ reserved interests.
- Communicates with and provides information and technical assistance to state, other governmental agencies, and public, regarding management, use and disposition of state-owned lands
- Reviews and evaluates requests for release of right-of-entry for oil & mineral reservations, release of canal reservations and release of state road right-of-way reservations, held by the Board of Trustees of the Internal Improvement Trust Fund, on privately owned lands pursuant to Florida Statutes and Florida Administrative Code
- Develops and prepares accurate legal documents for release and conveyance of Board of Trustees’ reserved interests.
- Assists in development of improved policy and procedures for release of reservations.
- Coordinates planning and management activities involving state-owned properties through negotiation of amendment to leases, release of leases, easements, and other authorizations, to and from state, local and federal agencies, private sector.
- Consults with various personnel from regulatory districts, state, local and regional entities, private individuals, and organizations to evaluate requests for use of state lands.
- Evaluates and prepares appropriate responses regarding use of state-owned lands and prepares appropriate instruments for execution.
- Aids with Section’s closing files, ensuring accuracy of entries in data tracking system.
- Ensure final documents are transferred to Title and Land Records Section for state lands inventory.
- Ensures final documents are transmitted to stakeholders.
- Assist with follow-up outreach for outstanding documents.
- Prepares, reviews, and evaluates reports and correspondence to ensure completeness and accuracy with respect to program requirements.
- Assists in policy making via detailed issue analysis and preparation of reports, as directed by supervisor.
- Improved interdepartmental communication through development of collaborative processes and platforms.
- Streamlined government operations by identifying inefficiencies and implementing effective solutions.
Technical Support Advisor II
Continuum GBL
05.2021 - 07.2022
- Actively listen to customers to understand their concerns, needs, and build a rapport that will make them feel heard and cared for
- Provide essential support in navigating the customer’s bill and explaining it in simple terms to the customer
- Discover solutions using tools and resources to help meet the customer's needs
- Empathize and resolve concerns to simplify the customer’s experience
- Navigate through multiple computer applications with speed & accuracy
- Adapt and extend support hours to assist those customers in need during electricity outages/issues, storms or other weather-related circumstances
- Ability to effectively tailor communication and style to differing audiences
- Technical troubleshooting and an eagerness to learn and take on new challenges
- Effective time management including ability to multi-task, organize and prioritize
- IOS Apple expert ability to troubleshoot and resolve technical issues with OS, Smartphone, Tablet, PC and Mac experience.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Reduced call wait times for customers by efficiently prioritizing support requests and managing time effectively.
Government Operations Consultant II
Florida Department of Economic Opportunity
01.2019 - 04.2021
- Serve as a contract manager for Division of Community Development managing the Low-Income Energy Assistance Program (LIHEAP) Community Service Block Grant (CSBG), and WAP Weatherization's Assistances Program by having a strong working knowledge of programmatic and budgetary expectations
- Maintains accurate and up-to-date contract files and provides written and verbal technical assistance
- Examines expenditure reports to assure effective and efficient utilization of funds and enter accurate data into the internal budget tracking system
- Facilitates Quality Assurance and Data Validation reviews, either on-site or via desk review, prepares detailed monitoring reports, which contain clearly stated observations, technical assistance provided, findings or areas of non-compliance; and required corrective actions
- The ability to work with budgets, track grant expenditures, and knowledge of state government correspondence formats and procedures
- Knowledge of federal and state laws, including policies, procedures, and rules pertaining to the management, administration, and monitoring of contracts
- Knowledge of federal and state laws, including policies, procedures, and rules pertaining to the procurement and purchasing of contracted services
- Ability to apply basic accounting principles
- Ability to review, analyze, and evaluate financial and performance data
- Supports leadership on all program related actions and activities including special projects while maintaining daily activities to ensure timely completion of all tasks
- Organize documents in preparation for audits by the, Inspector General, Auditor General Office, Office of Inspector General, Federal Auditor's
- Professional communication explaining step-by-step solutions with compassionate understanding and an approach tailored to each agency's need
- Embrace and promote the agency's priorities by pro-actively seeking and engaging in special projects and initiatives related to training, performance management, and employee engagement
- Attends all division & agency wide events limited only by scheduling conflicts.
- Optimized budget allocation by conducting thorough financial analyses and recommending cost-saving measures.
- Developed strategic plans to guide departmental goals, resulting in increased efficiency and effectiveness.
- Managed cross-functional teams to execute complex projects on schedule and within budget constraints.
- Facilitated stakeholder engagement initiatives, fostering positive relationships with community members and external partners.
Technical Support Advisor Tier I
Concentrix
08.2017 - 12.2018
- Ability to effectively tailor communication and style to differing audiences
- Technical troubleshooting and an eagerness to learn and take on new challenges
- Effective time management including ability to multi-task, organize and prioritize
- IOS Apple expert ability to troubleshoot and resolve technical issues with OS, Smartphone, Tablet, PC and Mac experience.
- Improved first-call resolution rates by developing comprehensive troubleshooting guides and knowledge base articles.
- Mentored junior team members, sharing best practices and improving overall team performance levels.
Regulatory Specialist II
Florida Department of Business & Professional Regulation
02.2016 - 05.2017
- Provided feedback and suggestion which removed barrier for multiple professional licensure exam entrance requirements
- Assisted in various professional licensure of application requirements, including extensive knowledge of FS, FAC, Board and Agency rules and procedures
- Subject Matter Expert in, Board of Accounting, Board of Construction, Board of Electrical, regarding board rules requirements, providing confidential referrals to The Attorney General's office of Florida, to the (ULA) Un-licensed Activity unit for further assistances
- Handled calls from applicants, firms, and certified public accountants assisting and educating of the available resource including but not limited to, transcripts audits, declaratory statements, opinion and petitions to the board, examination requirement, licensure requirements, continuing education requirements, waivers or exemptions for Florida Bar members
- Served as liaisons for other State Agencies to assist the public in determining the required licensing agency for their proposed business
- Provided technical guidance for various entities, public, private, stake holders
- Usage of and working knowledge, of various programs and databases OnBase, Microsoft Access, Customer Contact resource management (CCRM).
Customer Service Escalation Specialist
General Dynamics Information & Technology
02.2012 - 09.2015
- Experienced in high-volume inbound call centers.
- Processing applications and reviewing eligibility requirements pertaining to Affordable Care Act or Medicaid Medicare eligibility determinations
- Work closely with all internal departments for deficiencies of applicant’s information.
- Adhere to th Privacy Function as it relates to confidentiality of information and protect personal identity information.
- Appropriately handle customer questions and concerns received via phone and online proficiently and while utilizing troubleshooting tools
- Mentors, coaches and trains Contact Center associates to ensure area responds professionally, courteously, quickly and accurately to all inquiries from agents and policy owners
- Knowledge of performance evaluations/management and procedures
- Handles escalated customer complaints
- Resolves rare and/or sensitive calls requiring higher level of knowledge
- Strong leadership skills; able to prioritize, delegate tasks, and make sound decisions quickly while maintaining focus on bottom line.
- Resolved complex customer issues by diligently researching and collaborating with cross-functional teams.
- Enhanced customer satisfaction by effectively addressing and resolving escalated concerns .
- Streamlined communication for better issue resolution, working closely with internal departments and external partners.
- Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
- Designed new escalation procedures to improve response times and reduce case backlog.
- Collaborated with management to develop strategies for dealing with common customer pain points and recurring issues.
- Mentored junior team members on proper escalation handling techniques, improving overall team performance.
- Analyzed performance metrics to identify trends in escalation cases, recommending process improvements as needed.
- Conducted root cause analysis on recurring issues, implementing corrective actions to prevent future occurrences.
- Assisted in development of training materials related to escalation handling best practices for new hires.
- Served as subject matter expert within team, providing guidance on complex issues that required specialized knowledge or expertism.
- Represented customers internally by sharing feedback from escalated cases with relevant stakeholders for process improvements.
- Ongoing collaboration with quality assurance teams ensured continuous improvement in service delivery standards during escalations.
- Contributed valuable insights during weekly team meetings about emerging trends or challenges faced during escalations.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Some College (No Degree) - Public Affairs And Public Policy Analysis
Tallahassee Community College
Tallahassee, FLSkills
- Microsoft Suite Expert
- Calm Under Pressure
- Analytical and Critical Thinking
- Attention to Detail
Certification
- Florida Certified Contract Manager (FCCM) Certification, #6791-20021, 6/30/2024
- Archaeological Resource Management (ARM) Certificate, 10/2022
- Certified Federal Marketplace Enrollment Assister (EAP) USEAPA0100424 Acquired on: 11/16/2023 Expires on: 10/31/2024-The United States Department of Health and Human Services
Volunteer Experience
- The Kearney Center: Volunteer in meal preparation and service.
- State Emergency Response Team (SERT): Disaster response volunteer.
- Voter Registration Drive: Active participant in registering approximately 200 new voters.
- Habitat for Humanity: Contributed to manual labor and cleanup activities.
Timeline
Certified Federal Marketplace Enrollment Assister
Cognosante LLC
11.2023 - Current
Government Operations Consultant I
Florida Department of Environmental Protection
08.2022 - 09.2023
Technical Support Advisor II
Continuum GBL
05.2021 - 07.2022
Government Operations Consultant II
Florida Department of Economic Opportunity
01.2019 - 04.2021
Technical Support Advisor Tier I
Concentrix
08.2017 - 12.2018
Regulatory Specialist II
Florida Department of Business & Professional Regulation
02.2016 - 05.2017
Customer Service Escalation Specialist
General Dynamics Information & Technology
02.2012 - 09.2015
Some College (No Degree) - Public Affairs And Public Policy Analysis
Tallahassee Community College