Jessica Ramsey
Stephens City,VA
Summary
Accomplished Program Consultant Sr. drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to address procedural problems negatively affecting business operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Program Consultant Senior
Virginia Department Of Social Services
08.2014 - Current
- Lead the planning, implementation, and introduction of projects for new systems, business processes, and technologies including defining the scope and goal, assembling project staff, developing detailed work plans, and schedules, providing project updates to stakeholders, resolving any conflicts, questions or issues that arise during the project, develop and provide training and technical support to staff.
- Prepares and creates reports to analyze and identify performance trends and process improvement needs. Researches feasibility of process or system improvements, makes recommendations to Director or District Manager. Serves as the point of contact for process improvement and system enhancement requests.
- Develops, drafts and maintains standard operating procedures to align with business decisions.
- Serves as a Passport Denial Program Coordinator with the Office of Child Support Services.
- Subject matter expert on complex legal, policy and procedural issues. Identify conflicts and lack of clarity with programmatic, procedural or technical guidance and works collaborative with other teams to resolve issues and questions.
- Provide excellent customer service to internal and external customers including reviewing, revising and approving all customer service inquiry responses from the Virginia Governor's Office.
- Provide presentations to a variety of stakeholders including the Executive Team, Leadership Teams, District Managers, field staff and agency partners including Benefits Programs, Supreme Court of Virginia and the Department of Juvenile Justice and statewide conferences.
Support Enforcement Specialist
Virginia Department Of Social Services
04.2013 - 08.2014
- Performed case management tasks to enforce child support obligations and contribute to the Office of Child Support Services performance measure goals.
- Monitored cases for support order compliance and processed legal documents such as Income Withholding Orders, National Medical Support Notices, Liens and court petitions.
- Executed collection calls and written or in-person interactions to solicit child support payments on overdue accounts.
- Interviewed involved parties to confirm facts, verify data and locate non-custodial parents and financial assets.
- Maintained meticulous records of all case-related activities, ensuring data integrity and accuracy at all times.
- Provided excellent customer service to all internal and external customers. Built solid and trusting rapport with families, fostering trust and communication to meet case needs.
Education
Bachelor of Arts - Political Science And Economics
West Virginia University
Morgantown, WV05.2011
Skills
- Problem-Solving
- Teamwork and Collaboration
- Multitasking
- Excellent Oral and Written Communication
- Business Analysis
- Data Collection and Analysis
- Agile
- ADKAR
- Business Process Mapping
- Process Improvement
- Adaptability and Flexibility
- Attention to Detail
- Self Motivation
Certification
- Prosci® Certified Change Practitioner - December 2023
Accomplishments
- Product Owner of the District Electronic Filing System (DEFS) in collaboration with the Supreme Court of Virginia which allows caseworkers to electronically file court petitions with all Virginia Juvenile and Domestic Relations District Courts replacing a manual, time intensive process.
Timeline
Program Consultant Senior
Virginia Department Of Social Services
08.2014 - Current
Support Enforcement Specialist
Virginia Department Of Social Services
04.2013 - 08.2014
Bachelor of Arts - Political Science And Economics
West Virginia University
- Prosci® Certified Change Practitioner - December 2023
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