Jessica Vandenbark
Coeur d’Alene,USA
Summary
Dynamic, results-driven professional with a proven track record in customer service and leadership, demonstrating exceptional adaptability to diverse work environments. Known for rapid learning capabilities, effective multitasking, and prioritization skills that enhance team performance and operational efficiency. Eager to leverage extensive experience in SR Benefits and Child Support, along with supervisory expertise, to contribute as a Business Analyst within the Business User Acceptance Team. Committed to driving process improvements and delivering high-quality outcomes aligned with organizational goals.
Overview
18
18
years of professional experience
Work History
Program Specialist-Business User Acceptance Tester
Child Support Services
11.2018 - Current
- Create and implement testing plans to test new automation and process. This includes creating timelines, estimating the time needed for each item, creating core principals, creating scenarios, completing testing of automation and process, monitoring progress with weekly meetings to ensure timelines are met, documenting results in a clear and concise manner, and provide results both in a verbal and written manner.
- Analyze process and provide feedback based on analysis with supporting data/facts. Once complete provide a written summary of analysis.
- Implement special projects assigned such as CS BUAT Migration from SharePoint to Teams by researching, planning, determining timeline, implementing, and measuring success.
- Preparation of reports and written documents as assigned. One example is analyzing CS BUAT’s written automation escalations, determining which have not been fixed, and creating a report that included issue, when escalated, and prioritization.
- Mentor new teammates including directing work, providing feedback both to supervisor and directly to teammate, train on internal processes, and teach how to use tools that are needed to effectively complete job.
- Reflect on effectiveness of testing tools and strategies to determine if any changes are needed. When we identify new needs, researching and implementing new strategies to meet timelines and goals.
- Use a variety of programs to test and record testing results. These include Microsoft Teams, Explorer, Outlook, Planner, Microsoft PowerPoint, Excel, and internal programs such as IBES, Nexi, and Mia.
- Communicate issues found during testing both verbally and written to a variety of audiences including peers, business partners, automation teams, leadership, and process teams.
- Create knowledge shares for Service Desk team to identify impacts to team which includes identifying impacts, creating PowerPoints, and presenting information.
- Effectively communicate with a variety of people and/or teams with different priorities, knowledge, and background to effectively create a working product of both automation and written process.
- Be able to be flexible with priorities depending on business need. Needing to be able to switch focus and gears when needed.
- Be able to learn new skills to test new features, this includes asking necessary questions, researching existing process, and observing employees currently completing the work.
Self-Reliance Specialist-Child Support Services
Idaho Dept. of Health and Welfare
07.2015 - 11.2018
- First point of contact for customers new or returning to Child Support as well as other state agencies.
- Responsible for opening cases, gather needed information, and accurately complete legal referrals to send to attorneys to establish support orders.
- Educate customers and other case workers of process for establishment of child support orders.
- Interpret and apply process to make correct case decisions and meet 90% accuracy expectation.
- Narrate clear and concise case actions to convey case actions and provide following case managers with needed information.
- Provide excellent customer service to answer questions and complete case maintenance.
- Effectively communicate in a variety of different ways including writing, over the phone, emails, etc. to different audiences i.e. other case workers, customers, and co-workers.
- Take the information collected and input it correctly into system.
- Accurately use different computer programs and resources to gather information and to accurately calculate support.
- Helped train/mentor co-workers.
- Learn new processes and policies as they change to effectively and accurately complete work.
- Multi-task and change focus as needed to complete work.
Developmental Specialist-Infant Toddler Program
Idaho Dept. of Health and Welfare
12.2014 - 05.2015
- Provide family-based therapy to children with developmental delays.
- Perform assessments to determine program eligibility.
- Helped create development plans based on findings then coached to meet specific goals.
- Used different computer programs to keep track of billing as well as document therapy notes.
- Create and maintain family files to keep track of goals, therapy notes, and any other pertinent information.
- Effectively communicate with families, co-workers, and outside therapists.
Self-Reliance Specialist-Benefits Department
Idaho Dept. of Health and Welfare
10.2011 - 11.2014
- First point of contact for customers wanting to apply for or learn about available benefits through the State of Idaho.
- Complete customer focused, fact-finding interviews to gather customer information to accurately determine benefit eligibility including Food stamps, Medicaid, APTC, Long-term Care Programs, and TANF.
- Maintain concise customer files.
- Effectively communicate through a myriad of ways including in writing, over the phone, in person email, etc. to different audiences.
- Can write clear and concise case notes so others understand what needs to happen on case and to understand interview notes.
- Accurately and effectively educate customers from all different backgrounds and knowledge levels on programs available to them and process to apply for said programs.
- Provide excellent customer service.
- Take the information collected and input it correctly into system.
- Multi-task and be able to change primary function and focus as needed.
- Stay on top of and learn new processes and policies quickly and effectively.
- Mentor and train new and existing staff.
- Meet performance and accuracy goals.
Teller Coordinator/Teller/Universal Banker
US Bank Corp
07.2007 - 09.2011
- Provide 5-Star customer service.
- Handle customer complaints and escalating if needed.
- Supervise teller Line.
- Auditing teller work and ensuring that they are meeting auditing expectations.
- Gathering sensitive customer information.
- Interviewing customers to determine needs and bank products that best suite them.
- Referring products to customers based on needs and banking characteristics.
- Accurately balancing teller drawer, ATM, and main vault.
- Correctly apply process to maintain audit compliance.
- Worked for different branches
Education
BS ED - Elementary Education
University of Idaho
Skills
- Strong demonstrated ability with project management including planning, creating test plan, creating goals, completing testing, and communicating any found issues or concerns with both automation and written process
- Demonstrated ability to lead a team, including mentoring, providing feedback, directing work, and effectively communicating team needs
- Ability to provide feedback both written and expressive in a clear and concise manner
- Ability to switch focus and remain flexible in order to meet business need
- Ability to work in an independent manner without constant direction from supervisor
- Ability to work with a multitude of people of different backgrounds and experiences to meet project goals
- Strong working knowledge of many different computer programs including Microsoft programs
- Long demonstrated career providing customer service to people from different backgrounds
- Ability to explain complicated products, processes, and procedures to people with different knowledge base and backgrounds
REFERENCES
More references as well as reference letters available upon request
Timeline
Program Specialist-Business User Acceptance Tester
Child Support Services
11.2018 - Current
Self-Reliance Specialist-Child Support Services
Idaho Dept. of Health and Welfare
07.2015 - 11.2018
Developmental Specialist-Infant Toddler Program
Idaho Dept. of Health and Welfare
12.2014 - 05.2015
Self-Reliance Specialist-Benefits Department
Idaho Dept. of Health and Welfare
10.2011 - 11.2014
Teller Coordinator/Teller/Universal Banker
US Bank Corp
07.2007 - 09.2011
BS ED - Elementary Education
University of Idaho
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