Charlotte Hill
Sacramento,CA
Summary
Coordinated Associate Governmental Program Analyst versed in communicating and collaborating across all organizational levels. Successful at updating workflow processes and procedures and collaborating with teams to initiate, create, and analyze program efficiency.
Overview
22
22
years of professional experience
Work History
Associate Governmental Program Analyst
Employment Development Department - UICCD
05.2020 - Current
- Performs the administrative, evaluation, and monitoring functions of the Workforce Management and Virtual Contact Center by ensuring schedule change requests are processed timely, skills are aligned and updated correctly, and forecasted schedules align to actual daily schedules to achieve projected workload forecasts
- Conducts real-time adherence of agents and communicates directly with management based upon identified trends and/or issues
- Provides timely updates to the Workforce Operations Manager and team members by evaluating performance and overall progress in achieving goals and objectives for real-time adherence
- Performs research and analysis and participate on project-related activities, work groups, and project teams
- Provides consultation and impact analysis relative to Unemployment Insurance systems, processes, and policies
- Coordinates activities with other divisions to communicate a uniform application of Workforce Management and the Virtual Contact Center
- Participates in meetings with the Unemployment Insurance Branch representative and project teams
- Employs business process re-engineering methodologies to streamline efficiencies in the workflow process.
Associate Governmental Program Analyst
Employment Development Department - Director’s Off
06.2017 - 05.2020
- Assumed responsibility for the daily operations of the Director’s Office and coordination of work for the support staff to ensure the business functions of the office ran smoothly
- On behalf of the Chief Deputy Director and Director, determined, communicated assignments, responsibilities, and monitored responses for timely completion for the Deputy Directors
- Researched confidential and sensitive departmental and/or program issues
- Aided support staff with complex and sensitive phone calls and correspondence from the public, internal, and external organizations
- Collaborated with Fiscal Program Divisions on salary and wage usage for the Directorate to provide accurate monthly projections
- Reviewed, analyzed, and reconciled various reports to support the Director’s Office internal budget
- Reviewed all out-of-state and discretionary travel requests accuracy
- Planned, organized, and directed special projects and participated as needed as an ad hoc member on various Director’s Office workgroups.
Supervising Office Specialist
San Bernardino County – California Children’s Services
11.2002 - 02.2017
- Assumed responsibility for twenty-four (24) Office Specialist in the determination of residential and financial program eligibility
- Performed work performance evaluations, assessed training needs, and caseload quality assurance for program compliance
- Participated in the recruitment, selection, and hiring, of new employees
- Developed, prepared, recommended, and delivered training and training materials for new employees
- Reviewed, analyzed, and interpreted regulations/policies and statistical data for reporting and budgeting purposes
- Formulated and implemented written policies and procedures based on State and County regulations
- Handled highly sensitive and confidential information pursuant to HIPPA regulations and provided resolutions for complex cases
- Collaborated with the Program Administrator on cases at the appeal level and delivered research and findings with recommendations for potential resolutions
- Participated in special projects as a liaison for the program.
Education
MBA – Business Administration -
University of Phoenix
San Bernardino, CA01.2005
BA - Business Administration - undefined
California State University Stanislaus
Turlock, CA01.1983
Skills
- Data Analytics
- Interpret State Regulations and Policies
- Organizational Skills
- Analytical Skills
- Interpersonal Communication
- Problem-solving abilities
References
Available upon request
Timeline
Associate Governmental Program Analyst
Employment Development Department - UICCD
05.2020 - Current
Associate Governmental Program Analyst
Employment Development Department - Director’s Off
06.2017 - 05.2020
Supervising Office Specialist
San Bernardino County – California Children’s Services
11.2002 - 02.2017
MBA – Business Administration -
University of Phoenix
BA - Business Administration - undefined
California State University Stanislaus
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