Heather Gibbs
Fort Wayne,IN
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude and integrity. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
State Eligibility Consultant
State Of Indiana Division Of Family Resources
01.2022 - Current
- Processed and certified documents for accuracy and compliance with government regulations.
- Communicated with people from various cultures and backgrounds on application process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Interviewed applicants and explained scope of different available benefits.
- Facilitated information and resource exchanges with external agencies to progress applications.
Lead Instructional Designer
State Of Indiana Division Of Family Resources
10.2019 - 01.2022
- Planned and monitored implementation of technology-based learning programs.
- Designed course materials and supported implementation.
- Created curricula, research topics and conceptualized course format, subject matter and presentation.
- Targeted diverse learning modalities in development of new course content and training programs.
- Developed assessments and user polls to evaluate course effectiveness, altering content and delivery to achieve learning goals.
- Contributed to development of comprehensive employee training courses.
- Collaborated with administrators to determine course objectives.
- Provided subject matter expertise on all courses, materials and lesson plans.
- Effectively implemented best training practices and adult learning principles in planning and creation of instructional materials.
- Delivered top-quality training documentation, manuals and tools addressing needs of specific specialist groups.
- Skilled at working independently and collaboratively in team environment.
Subject Matter Expert
State Of Indiana Division Of Family Resources
09.2017 - 10.2019
- Provided subject matter expertise on courses, materials and lesson plans.
- Analyzed business problems, identifying root causes and developing robust solutions.
- Collaborated with management to identify and prioritize new development concepts.
- Improved user productivity and efficiency through system training and support.
- Collaborated with administrators to determine course objectives.
State Eligibility Manager
State Of Indiana Division Of Family Resources
09.2014 - 09.2017
- Managed 19 employees, including payroll and evaluations
- Created written instructions for old and new processes
- Followed important reports that affect timeliness
- Assisted in daily operation of office
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Worked well in team setting, providing support and guidance
- Worked effectively in fast-paced environments
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
State Eligibility Consultant
State Of Indiana Division Of Family Resources
10.2012 - 09.2014
- Processed and certified documents for accuracy and compliance with government regulations.
- Communicated with people from various cultures and backgrounds on application process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Interviewed applicants and explained scope of different available benefits.
- Facilitated information and resource exchanges with external agencies to progress applications.
Customer Care Representative
Arbor ResCare
07.2010 - 10.2012
- Helped large volume of clients every day with positive attitude and focus on accuracy.
- Navigated multiple computer systems and applications to find information.
- Exhibited high energy and professionalism when dealing with authorizing state coworkers.
- Promoted superior experience by addressing concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer needs through competent customer service and prompt problem-solving.
Education
High School Diploma -
North Side High School
Fort Wayne, IN06.1998
Skills
- Operations experience
- Skilled at working with diverse backgrounds
- Microsoft Excel/Articulate 360SL
- Problem Resolution
- Public Assistance Programs
- Procedures Compliance
- Policy Interpretation
- Investigative Interviews
Timeline
State Eligibility Consultant
State Of Indiana Division Of Family Resources
01.2022 - Current
Lead Instructional Designer
State Of Indiana Division Of Family Resources
10.2019 - 01.2022
Subject Matter Expert
State Of Indiana Division Of Family Resources
09.2017 - 10.2019
State Eligibility Manager
State Of Indiana Division Of Family Resources
09.2014 - 09.2017
State Eligibility Consultant
State Of Indiana Division Of Family Resources
10.2012 - 09.2014
Customer Care Representative
Arbor ResCare
07.2010 - 10.2012
High School Diploma -
North Side High School
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