Jermaine Wiggins
Olympia,WA
Summary
Adaptable and reliable professional with over 20 years of experience managing information on various internal and external database systems. Consistent, efficient, hard worker with a strong work ethic that excels in areas of customer service and information management. Detail-oriented team player with a strong desire to learn with strengths in communication and collaboration.
Overview
13
13
years of professional experience
Work History
Public Benefits Specialist 2
DSHS Dept Of Social And Health Services
Lakewood, WA
11.2021 - Current
- Explained program requirements, application procedures, and verification needs, as well as answer questions regarding benefits or available services to clients
- Resolved issues and inquiries and conduct intensive interviews and independently determine eligibility.
- Gathered and reviewed data, application and other documents, and verification for each benefit program as it relates to each person's circumstances
- Processed all applications and case actions in accordance with Federal and State requirements
- Processed initial and ongoing eligibility determinations for Financial, Supplemental Nutrition Assistance Program, and Medicaid Assistance programs
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Handled over 20 batch item per day to address customer inquiries and concerns
Department Training Manager
US Army
Lewis, WA
09.2018 - 10.2021
- Coached and mentored teams by conducting training on proper use of equipment and implementation of strategies towards common goal of operational readiness
- Provided unbiased written reports and training summaries to upper-level leadership, identifying area for sustainment and improvement
- Worked with department executives to schedule, advise and implement support plans to assist personnel to excel at section and team levels
- Conducted oversight of daily operations, to include managing training implementation and continuous improvement for 20 department's best practices
- Utilized various computer systems, such as Excel, SharePoint, and MS Teams to track training compliance of over 60 personnel records
- Managed new employee orientation training process for more than 68 employees each year
- Reviewed and edited all training materials for accuracy and company policy compliance
- Collected and provided training information to upper leadership, to include by name rosters on noncompliance and percentages for personnel trained
- Adjusted practices for no contact submission of training certificates, ensuring continued training compliance, while adapting to COVID-19 guidance.
Department of Health Appointment Scheduler
COVID-19, Parker Staffing Services
Seattle, WA
01.2021 - 05.2021
- Acted as first point of contact for clients and scheduled appointments for State of Washington COVID-19 vaccination response
- Addressed client inquiries and updated database information, for 240 callers per week
- Established and maintained client rapport by utilizing quality customer service
- Ensuring customers received all required information for scheduled appointments
- Collected and distributed messages to team members and managers through MS Teams; to support open communication and high customer service
- Handled complaints and questions and redirecting calls to proper level team members ensuring customers received assistance as needed.
Senior Operations Supervisor
US Army
Lewis, WA
07.2016 - 08.2018
- Reviewed and assessed ongoing operations and processes, scheduled developing initiatives for continuous process improvement
- Identified antiquated systems and implemented new practices by creating new templates for reporting using Microsoft office platform
- Ensured all 22 agencies were following organizational polices and guidelines
- Developed and enhanced relationships with over 100 internal and external customers, local vendors and various partnerships
- Created and implemented processes for improving operational efficiency and accuracy with notable attention to detail.
Operations Manager
US. Army
Camp Stanley Korea, CA
06.2014 - 06.2016
- Established positive and effective communication among agency staff and leadership, reducing miscommunications and missed deadlines by 40%
- Planned and resourced personnel and logistics for 15 dispersed operations, resulting in 120 highly trained personnel ready to act quickly in critical roles
- Set, enforced and optimized internal policies and guideline to maintain responsiveness to organizations requirements
- Trained 12 new employees on proper protocols and customer service standards, resulting in faster processing and shorter wait times
- Observed each employee's individual strengths and initiated objective toward their mentorship to improve areas of weakness and identify areas of strength.
- Identified and resolved unauthorized, unsafe or ineffective practices
Liaison Manager
US. Army
Fort Stewart, GA
05.2011 - 05.2014
- Increased program outreach by building strong relationships with educators and community leadership
- Maintained knowledge of latest training requirements and support strategies
- Generated comprehensive reports regarding incidents, events and important business matters, ensuring that all agencies were provided current information
- Provided management oversight and operational control of assigned programs valued at $4,000,000
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers, enhancing customer relationship with all supported agencies.
Education
Master of Arts - Organizational Leadership
Brandman University
11.2023
Certificate: Google IT Support Professional Certificate - undefined
Coursera
05.2020
Bachelor of Science - Information Technology
University of Phoenix
11.2013
Certificate: Advance Leadership and Management Development - undefined
US Army Chemical School
09.2011
Certificate: Equal Opportunity Representative Training Course - Leadership
US Army Non Commission Officer School
Fort Stewart, GA02.2004
Intermediate Leadership and Management Development - undefined
US Army Chemical School
09.2003
Certificate: Basic Skills Course - undefined
US Army Chemical School
02.1997
Skills
- Data Systems/Entry
- Dependability
- Task Oriented
- Team Building
- SEMS, UTAB, ACES, ACES 3G
- Customer Focused Service
- Leadership
- Interpersonal Communication
- MS Office Suite
- Washington Administration Code (WAC)
- Revised Code of Washington (RCW)
- Customer Service
- Public Service
- Process Applications
- Regulations And Procedures
Timeline
Public Benefits Specialist 2
DSHS Dept Of Social And Health Services
11.2021 - Current
Department of Health Appointment Scheduler
COVID-19, Parker Staffing Services
01.2021 - 05.2021
Department Training Manager
US Army
09.2018 - 10.2021
Senior Operations Supervisor
US Army
07.2016 - 08.2018
Operations Manager
US. Army
06.2014 - 06.2016
Liaison Manager
US. Army
05.2011 - 05.2014
Master of Arts - Organizational Leadership
Brandman University
Certificate: Google IT Support Professional Certificate - undefined
Coursera
Bachelor of Science - Information Technology
University of Phoenix
Certificate: Advance Leadership and Management Development - undefined
US Army Chemical School
Certificate: Equal Opportunity Representative Training Course - Leadership
US Army Non Commission Officer School
Intermediate Leadership and Management Development - undefined
US Army Chemical School
Certificate: Basic Skills Course - undefined
US Army Chemical School
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