Cleveland Matthews
Tampa,FL
Summary
Dynamic and dedicated professional with a strong educational background and diverse skill set, eager to secure a career-building position that fosters mutual growth. Committed to leveraging experiences and intangible qualities to contribute effectively to organizational success. A proactive approach to challenges, combined with a relentless work ethic, drives results and exceeds expectations. Seeking an opportunity that aligns personal ambition with the goals of a forward-thinking employer.
Overview
21
21
years of professional experience
Work History
Eligibility Supervisor
Department of Children and Families
01.2020 - Current
- Accurately determining the eligibility of applicants for Food Assistance (SNAP), Cash Assistance (TCA), Refugee Assistance Programs (RAP) and Medical assistance programs (Medicaid).
- Monitor and complete periodic reviews of staff work to ensure proper benefit issuance.
- Promote mentoring and coaching of staff to ensure career development
- Motivate employees to meet the department goals.
- Ensure annual training of staff is completed.
- Held monthly meetings to keep staff up to date on policies and procedures
Certified Student Loan Consultant
National Student Debt Forgiveness Center
04.2019 - 11.2019
- Provided counsel for potential clients on their debt relief options.
- Assisted team members with sales process.
- Used self-marketing tools to provide leads.
- Top revenue producer throughout the tenure.
- Developed referral system to provide more clients and sales for the company.
Operations Manager Call Center
REMN Management LLC
08.2018 - 04.2019
- Supervision of personnel functions for the call center team, including reporting of production metrics, department goals, monitoring of attendance and providing routine performance feedback.
- Prepared phone scripts, training materials as well visual aids for inbound and outbound calls to be made and answered by employees.
- Managed lead flow through predictive dialer and company database.
- Mailed and processed packages sent to clients using propriety platform.
- Developed tracking processes and provided reports as a consultative service to clients.
Supervisor
US Student Loan Center Inc.
05.2014 - 07.2018
- Telephonically advised individuals and organizations on how to best manage student loan debt.
- As team lead developed job aids and best practice documents for the teams supported.
- Trained and mentored new staff when they joined the floor. Explained performance metrics as well as provided quality monitoring during the first 30days.
- Managed teams of 15+ employees.
- Completed budget analysis and created repayment plan as part of consultative service.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Patient Care Advocate
Kings County Hospital
04.2013 - 05.2014
- Educated patients on coverage and plan benefits.
- Resolved billing disputes telephonically and in person.
- Created training exercises to improve patient satisfaction.
- Maintained department reports (i.e. attendance, patient complaints, call volume, etc.)
- Assisted in planning employee engagement activities.
Evening Security Supervisor
Axis Security/Precision Security Agency
01.2008 - 04.2013
- Managed various security teams (25+ employees) over various locations with varying client assignments.
- Supported sales department by acquiring new accounts for the company.
- Assisted and trained new security personnel on state procedures, company security processes and reporting
- Detect danger, deter conflict and report any issues that couldn’t be handled to the proper personnel.
- Provided private security services to athletes and celebrities.
Security Coordinator
40/40 Club
05.2005 - 12.2007
- Coordinated with local police personnel to maintain a safe environment outside the club.
- Assisted with client and networking events in the VIP area.
- Assisted and trained new security personnel on state procedures, company security processes and reporting.
- Deescalated hostile situations, deter conflict and resolved guess concerns.
- Established processes to improve communication between employees and management.
Customer Service Representative
WellCare of New York
10.2004 - 11.2005
- Researched and arranged insurance claims using internet, Sidewinder and Diamond programs.
- Provided logistical arrangements for clientele prior to their appointments utilizing the internet and various research resources.
- Maintained client relationships via teleconferencing and email interactions.
- Made Outbound Calls to insurance holders for Quality Improvement department.
- Performed various daily reporting projects utilizing Excel, Access and Word.
Education
Bachelor of Arts - English
South Carolina State University
Orangeburg, South Carolina05.2002
Skills
- Patient education, direct sales, consultative sales, data entry, healthcare customer service, excellent verbal and written communication, creative and technical writing
- Advanced in Microsoft Office, Data entry, Superb time management, inside sales
- Licensed unarmed security guard in Florida Inventory generator, Strategic goal setting and planning, Team building and leadership, Account Management, Business development
Timeline
Eligibility Supervisor
Department of Children and Families
01.2020 - Current
Certified Student Loan Consultant
National Student Debt Forgiveness Center
04.2019 - 11.2019
Operations Manager Call Center
REMN Management LLC
08.2018 - 04.2019
Supervisor
US Student Loan Center Inc.
05.2014 - 07.2018
Patient Care Advocate
Kings County Hospital
04.2013 - 05.2014
Evening Security Supervisor
Axis Security/Precision Security Agency
01.2008 - 04.2013
Security Coordinator
40/40 Club
05.2005 - 12.2007
Customer Service Representative
WellCare of New York
10.2004 - 11.2005
Bachelor of Arts - English
South Carolina State University
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