CHERISH BEMBA-KAYE
St. Cloud,FL
Summary
Detail-oriented and analytical Quality Analyst with a strong background in customer service, case management, and administrative support. Experienced in evaluating processes, identifying inefficiencies, and implementing improvements to enhance operational performance. Adept at analyzing data, ensuring compliance with company policies, and providing actionable insights to optimize workflow efficiency. Proven ability to collaborate with cross-functional teams to drive quality assurance initiatives and maintain high standards of service delivery. Seeking to leverage expertise in quality analysis to contribute to a dynamic organization committed to continuous improvement.
Overview
9
9
years of professional experience
Work History
Case Manager
Falck Global Assistance
05.2024 - Current
- Acted as a liaison between employees, management, and external stakeholders, ensuring seamless communication to address operational needs.
- Enhanced organizational efficiency by improving internal policies and fostering interdepartmental collaboration.
- Provided administrative support, including scheduling, database management, and case oversight.
- Streamlined communication channels across departments to optimize workflow and service delivery.
Case Manager
Forward Platform
08.2022 - 12.2023
- Evaluated and processed employee eligibility applications, ensuring compliance with organizational policies and federal regulations.
- Audited case files to ensure accuracy and quality in documentation and reporting.
- Maintained thorough knowledge of program guidelines to reduce errors and support consistent decision-making.
- Improved client outcomes by developing and implementing comprehensive case plans tailored to individual needs.
- Provided crisis intervention and support during critical incidents involving clients or their families.
Quality Analyst
AppleOne
12.2021 - 05.2022
- Managed onboarding processes by verifying documentation accuracy and aligning applications with program criteria.
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Human Resources Generalist
Aerotek
10.2019 - 02.2021
- Oversaw onboarding processes, including background checks and employee data management, ensuring compliance with company standards.
- Advised management and employees on HR policies, benefits, and payroll, fostering open communication.
- Maintained HRIS records for accurate reporting and supported data-driven decision-making.
- Provided guidance to managers and employees on talent management, payroll, FMLA and benefits.
- Maintained up-to-date records of employee information in HRIS system ensuring accurate reporting and data-driven decisionmaking.
Associate Client Support Consultant
ADP
10.2018 - 10.2019
- Supported clients in resolving HR-related inquiries, including payroll, tax compliance, and benefits administration.
- Collaborated with management to address escalated client issues and provide tailored solutions.
- Managed high-volume inquiries while maintaining professional and effective communication.
- Collaborated with cross-functional teams to address complex client needs and ensure timely resolutions.
Client Support Consultant
Magellan Rx Management
12.2015 - 10.2018
- Handled client records and updated HR systems to ensure compliance and accuracy.
- Assisted with billing and account inquiries, providing consistent and reliable customer support.
- Strengthened organizational processes by delivering insights on operational inefficiencies.
- Conducted post-implementation reviews with clients to gather feedback, evaluate success, and identify opportunities for continuous improvement.
Education
License - Adjuster License
2021 Training
09-2024
Bachelor of Arts - Human Communications
University of Central Florida
08.2019
Skills
- ● Employee Relations & Communication
- ● Customer Service& Interpersonal Skills
- ● Onboarding & Documentation
- ● Administrative Support
- ● Quality Assurance & Evaluating
- ● Benefits Administration
- ● Performance Management
- ● Training & Development
Timeline
Case Manager
Falck Global Assistance
05.2024 - Current
Case Manager
Forward Platform
08.2022 - 12.2023
Quality Analyst
AppleOne
12.2021 - 05.2022
Human Resources Generalist
Aerotek
10.2019 - 02.2021
Associate Client Support Consultant
ADP
10.2018 - 10.2019
Client Support Consultant
Magellan Rx Management
12.2015 - 10.2018
License - Adjuster License
2021 Training
Bachelor of Arts - Human Communications
University of Central Florida
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