BRITNEY GRANDISON
Ocoee
Summary
Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
Work History
Disaster Case Manager
St. Vincent De Paul
11.2023 - 09.2024
- Coordinated volunteer efforts associated with disaster response initiatives for more effective resource utilization.
- Improved disaster recovery outcomes by developing and implementing comprehensive case management plans.
- Assessed client needs, identifying appropriate resources for their long-term recovery goals post Hurricane Ian.
- Managed complex caseloads while maintaining high levels of organization and attention-to-detail throughout the process.
- Provided emotional support to clients during crisis situations, demonstrating empathy and professionalism under challenging circumstances.
- Maintained accurate records of client interactions, ensuring confidentiality and compliance with FEMA regulations and policies.
- Contributed to ongoing program evaluation by tracking client progress toward established goals using standardized metrics.
- Served as a liaison between clients and governmental agencies such as FEMA or local emergency management offices to assist with navigating complex application processes.
- Maintained updated knowledge of available disaster assistance programs and eligibility requirements in order to provide accurate guidance to clients.
- Collaborated effectively with diverse teams composed of nonprofit staff, government officials, faith-based organizations representatives towards common goals in disaster response operations.
- Developed tailored action plans for clients, addressing immediate safety concerns, housing stability, financial security, and other essential needs.
- Utilized conflict resolution skills when necessary to address challenges faced by clients during the recovery process, fostering positive outcomes for all parties involved.
- Applied for federal funding for emergency-management-related needs and administered and reported on progress of such grants.
Supervisor
North Highland - Medicaid PHE Unwinding Program
12.2022 - 09.2023
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved client satisfaction with timely response to coverage inquiries, addressing concerns, and finding effective solutions.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Quality Analyst
Tidal Basin, FEMA, FDEM
07.2022 - 12.2022
- Maintained current understanding of local, state and federal guidelines for emergency response.
- Analyzed quality and performance data to support operational decision-making.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Eligibility Analyst
North Highland - Florida HAF
01.2022 - 07.2022
- Analyzed quality and performance data to support operational decision-making.
- Resolved discrepancies with client applications to verify eligibility.
- Assisted clients with accurate eligibility form, application and document completion.
- Processed and certified documents for accuracy and compliance with government regulations.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
QA Analyst
Tetratech - TEXAS RENT RELIEF PROGRAM
04.2021 - 12.2021
- Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Reviewed criteria for different aid programs to determine eligibility for various applicants.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Education
Some College (No Degree) -
Seminole State College
Sanford, FLHigh School Diploma -
Orlando Science Schools
Orlando, FL08.2015
Skills
- Benefits
- Disaster Recovery
- Procurement
- Microsoft Office expertise
- Quality control
- Conflict mediation
- Senior leadership support
- Customer relations
- Data evaluation
- Document retrieval
- PC proficient
- Employee training and development
- Recordkeeping and data input
- Advocacy and Counseling
- Leadership
- Data Management
- Training & Development
- Advocacy and Counseling
- Program understanding and advisement
- Decision-making
- Problem resolution
- Clerical
- Analytical
- Organizational skills
Additional Information
- DOT Drug & Alcohol Screening Certification
Timeline
Disaster Case Manager
St. Vincent De Paul
11.2023 - 09.2024
Supervisor
North Highland - Medicaid PHE Unwinding Program
12.2022 - 09.2023
Quality Analyst
Tidal Basin, FEMA, FDEM
07.2022 - 12.2022
Eligibility Analyst
North Highland - Florida HAF
01.2022 - 07.2022
QA Analyst
Tetratech - TEXAS RENT RELIEF PROGRAM
04.2021 - 12.2021
Some College (No Degree) -
Seminole State College
High School Diploma -
Orlando Science Schools
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