Latricia Sanders
Dallas,TX
Summary
Motivated professional with an expertise in performance management, succession planning and process improvement. Strategic planner with strong communication skills and attention to detail. Experienced with more than 23 years of recruiting, interviewing, training and public speaking. Highly responsible, organized, and possess strong interpersonal skills.
Overview
23
23
years of professional experience
Work History
Surge Support Processing Lead
Innovasolutions, LLC
03.2023 - Current
- Enhanced productivity by implementing efficient processing techniques and streamlining workflows.
- Reduced errors in processing tasks through regular quality control checks and team training sessions.
- Improved overall team performance by providing ongoing coaching and support to fellow technicians.
- Optimized resource utilization with effective allocation of labor, equipment, and materials for timely project completion.
- Achieved consistently high-quality outcomes by adhering to established protocols and industry best practices.
- Expedited turnaround times on critical projects, closely monitoring progress and adjusting resources as needed.
- Collaborated with cross-functional teams to address complex issues, contributing technical expertise to drive resolution efforts.
- Delivered comprehensive training programs for new hires, ensuring solid foundation of knowledge in processing operations.
- Kept accurate records of all processed tasks, ensuring traceability and compliance with regulatory requirements.
- Managed daily work schedules for processing team, coordinating assignments based on priorities and deadlines while maintaining quality standards.
- Facilitated clear communication among team members, fostering positive work environment conducive to achieving desired results.
- Monitored all objectives and communicated with leadership regarding performance.
- Administered processes, resolved issues and recommended improvements for all structure methods.
- Performed troubleshooting to identify and resolve problems with data collection systems.
- Managed approximately 48 Eligibility Specialists.
Site Support / Surge Support Supervisor
PROBYS
03.2021 - 03.2023
- Provide support to improve overall transition to Integrated Eligibility System (IES)
- Develop training curriculum for state staff
- Conduct training for contract and state onsite support staff
- Answer questions and offer one-on-one instruction
- Communicate new business processes and existing resources
- Identify gaps in knowledge and provide additional support
- Conduct system environment readiness testing
- Have provided IES adaptation in Texas, Georgia, Illinois, Rhode Island, Louisiana and Indiana
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Developed and maintained relationships with State staff and team members with consistent knowledge transfer.
- Accomplished multiple tasks within established timeframes.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Enhanced customer satisfaction by promptly addressing and resolving support issues.
- Managed approximately 180 Eligibility Specialists
Triage Analyst
PROBYS
09.2019 - 12.2020
- Resolved malfunctions with system programs through troubleshooting.
- Performed system analysis, documentation, testing, implementation offering user support for platform transitions.
- Helped solve diverse program problems with in-depth analysis.
- Validated results and performed quality assurance to assess accuracy of data.
- Investigated and addressed IEDSS system issues to enhance usability and improve functionality.
- Reviewed program implementation plans to assess risk and feasibility.
- Applied knowledge of data modeling and statistical analysis to note trends to assist with drawing conclusions.
- Generated reports detailing findings and recommendations.
- Understood and analyzed issues reported on tickets to helpdesk and identified functional modules where the root cause of the resolution could lie to triage and resolve issues reported from the field.
- Knowledgeable of public program policy to help triage production tickets.
- Strong communication skills that enable calls or emails to end users to gain additional clarification or provide resolutions in a concise and clear manner.
- Keen learner that focuses on improving their understanding of systems over time to become more familiar with functionality and program policy.
QA Software Tester
PROBYS
02.2019 - 08.2019
- Assisted with verifying new data and processing cases for citizens of Louisiana eligibility for federal, state and local benefits.
- Managed data from DB tables and stored their results in DB for benefits SNAP and LaCAP by running shell scripts.
- Demonstrated technical and business solutions to help Health and Human Services agencies achieve their integrated eligibility, case management, and service delivery objectives.
- Tracked and managed defects along with analyzing data in UAT, SIT & Functional testing.
- Wrote simple SQL queries to check proper data population for data verification.
- Created test cases, scenarios and plans and prepared test scripts in Testing Lab for executing test cases and recording results.
- Conducted E2E integration testing to assure functions in the benefit system met Dept of Health Services and State of RI requirements.
- Reported defects by taking screen shots in SnagIt; wrote step-by-step flow of action to run reports, functions or tools.
- Consistently met deadlines and requirements for all production work orders.
- Evaluated software for functionality, form and usability.
- Support system development/testing/integration/deployment activities.
- Develop test cases, from functional requirements to clearly convey business users intent.
- Participate in triage process, fully reproducing production issues, communicating workarounds, developing missing test scenarios and validating fixes; accurately submitting and maintaining defects in appropriate repository.
- Perform manual exploratory and acceptance testing of new features being interactively developed as part of agile development methodology.
- Attend system design reviews; technical interchange meetings; any other meetings as requested to support program and team.
- Conduct Oracle database tests using SQL scripts.
- Effectively interacted with functional and development departments regarding software defects and eligibility issues, working closely to develop innovative solutions.
- Identified and tracked defects with Correspondence and Reports Leads and supported developers in resolving problems by completing additional tests.
- Evaluated function, performance and design compliance of every product against design standards and customer needs.
QA Software Tester
PROBYS
03.2018 - 02.2019
- Assisted on verifying new data and processing 9500 cases for the citizens of RI eligibility for federal, state and local benefits.
- Managed batch process data from DB tables and stored their results in DB for benefits CCAP and SNAP by running a shell script.
- Performed batch process data from third party interfaces & used PuTTY to transfer files: Dept.
- Of Correction & US Citizens of Immigration (I-9,I-551,I-766 & etc) Services inbound files between the SQL DB server for RI integrated eligibility benefit system: RIW, GPA, SNAP, MA, SSP, QHP & APTC.
- Demonstrated technical and business solutions to help Health and Human Services agencies achieve their integrated eligibility, case management, and service delivery objectives.
- Tracked and managed defect along with analyzing data in the UAT, SIT, Regression & Functional testing.
- Wrote simple SQL queries to check proper data population for data verification to perform backend testing.
- Created test cases, scenarios and plans and prepared test scripts in Testing Lab for executing test cases and recording results.
- Conducted E2E integration testing to assure the functions in the benefit system met the Dept of Health Services and State of RI requirements.
- Assisted users for UAT creating userids, passwords, and troubleshoot defect/bug that occur in any functionalities.
- Reported defects by taking screen shots in SnagIt; wrote step-by-step flow of action to run the reports, functions or tools.
- Consistently met deadlines and requirements for all production work orders.
- Evaluated software for functionality, form and usability.
- Support system development/testing/integration/deployment activities.
- Develop test cases, from functional requirements to clearly convey the business users intent.
- Participate in triage process, fully reproducing production issues, communicating workarounds, developing missing test scenarios and validating fixes; accurately submitting and maintaining defects in the appropriate repository.
- Perform manual exploratory and acceptance testing of new features being iteratively developed as part of agile development methodology.
- Attend system design reviews; technical interchange meetings; any other meetings as requested to support program and team.
- Conduct Oracle database tests using SQL scripts.
Field Support Specialist
PROBYS
10.2017 - 03.2018
- Previous field support and/or training for Integrated Eligibility Systems.
- Ability to work independently.
- Strong oral and written communication skills, including presentation skills.
- Strong problem solving and troubleshooting skills with ability to exercise mature judgment.
- Assisted in delivery and deployment of custom developed applications for clients.
- Training, defining support procedures and supported implementations.
- Provided direct one-on-one assistance with staff and management.
- Performed Demo's on system material.
- Tracked the status of projects to identify work stream timelines, resources and provided status updates to clients.
- Assessed and identified technical and architectural solutions to meet required functionality.
- Health and human services knowledgeable.
- Experience designing and developing reports.
- Exposure to business processes and how ERP technologies support business functions.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
- Answered and triaged requests for assistance in order to provide top-notch support.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Field Support Specialist
PROBYS
05.2017 - 10.2017
- Previous field support and/or training for Integrated Eligibility Systems.
- Ability to work independently.
- Strong oral and written communication skills, including presentation skills.
- Strong problem solving and troubleshooting skills with ability to exercise mature judgment.
- Assisted in delivering and deployment of custom developed applications for clients.
- Training, defining support procedures and supported implementations.
- Provided direct one-on-one assistance with staff and management.
- Performed Demo's on system material.
- Tracked the status of projects to identify work stream timelines, resources and provided status updates to clients.
- Assessed and identified technical and architectural solutions to meet required functionality.
- Health and human services knowledgeable.
- Experience designing and developing reports.
- Exposure to business processes and how ERP technologies support business functions.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
- Answered and triaged requests for assistance in order to provide top-notch support.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Improved client satisfaction by addressing and resolving technical issues in a timely manner.
- Supported successful project completion by providing accurate documentation, reporting, and data analysis as required.
Program Supervisor II
Texas Health and Human Services Commission
06.2001 - 06.2017
- 16 years of hands on experience with TIERS (Texas Integrated Eligibility System).
- Monitored TIERS effectiveness.
- Lead in the transition from MS DOS based software to Web-based software.
- Selected as part of implementation team for Texas Integrated Eligibility System software (TIERS).
- Trained Texas Integrated Eligibility System software for the Dallas/Fort Worth region of Texas to tenured state employees.
- Supervised three units of TIERS workers in Dallas/Fort Worth region of Texas during implementation of the new eligibility system.
- Taught and mentored new hires in TIERS.
- Reviewed new hire feedback.
- Maintained compliance with agency requirements.
- Submitted strategic plans for program delivery improvements.
- Applied advanced program expertise in planning training schedules.
- Supervised and coach 14 new staff members per rotating 7 week training period.
- Resolved employment-related disputes through proactive communication.
- Coordinated work activities of subordinates and staff relating to employment, and employee relations.
- Handled under-staffing, disputes, terminating employees and administering disciplinary procedures.
- Represented HHSC in personnel-related hearings and investigations.
- Supervised and managed staff work load.
- Implemented correction action plans for staff to support their continued success as HHSC employees.
- Conducted Second Level Reviews (Case Readings) for staff to ensure accuracy.
- Represented the Agency in Fair Hearing when an applicant appealed their eligibility determination.
- Screened applications, conduct interviews and employment negotiations.
Texas Works Advisor IV
Texas Department Of Health And Human Services
06.2007 - 06.2009
- Investigated and resolved client inquiries and complaints in an empathetic manner.
- Cross-trained Texas Works Advisors.
- Adhered to all confidentiality requirements at all times.
- Solve unresolved client issues.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Strong leader of client support staff.
- Trained staff on operating procedures and agencies services.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Determined eligibility for SNAP, TANF and Medicaid benefits.
Texas Works Advisor I
Texas Department of Health and Human Services
05.2001 - 06.2007
- Strong Problem Solver Advanced Clerical Knowledge Microsoft Word Daily Performed correspondence Tracking Multi-Line Phone Proficiency Time Management Determined eligibility for SNAP, TANF and Medicaid benefits.
Education
GED -
El Centro Middle College High School
Dallas, TX02.1993
Skills
- Defect monitoring
- Script development
- Excellent Communication Skills
- Regression testing understanding
- Automation experience
- Strong Organizational Skills
- Conflict resolution
- Training Experience System Functionality
- Quality assurance
- Staff Development
- Business processes
- Oral, Presentation skills
- Quality assurance
- Data analysis, Recording
- Delivery, Scripts
- Designing, Script
- Employee relations,
- ERP, SQL
- Health and Human Services, Staffing
- Leadership Skills
- Strategic Planning
- Information gathering
- Management
- Administration
- Microsoft Office
- Information Processing
- Overseeing Employees
- Customer Satisfaction
- Problem Analysis
- Performance Metrics Development
- Workflow Processes
- Client Support
- IT Systems Support
- System Documentation
- User Account Management
- Monitor System Operations
- Help Desk Support
- Customer Service Process Improvement
- Production Standards
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Time ripens all things; no man is born wise.
Miguel de Cervantes
Timeline
Surge Support Processing Lead
Innovasolutions, LLC
03.2023 - Current
Site Support / Surge Support Supervisor
PROBYS
03.2021 - 03.2023
Triage Analyst
PROBYS
09.2019 - 12.2020
QA Software Tester
PROBYS
02.2019 - 08.2019
QA Software Tester
PROBYS
03.2018 - 02.2019
Field Support Specialist
PROBYS
10.2017 - 03.2018
Field Support Specialist
PROBYS
05.2017 - 10.2017
Texas Works Advisor IV
Texas Department Of Health And Human Services
06.2007 - 06.2009
Program Supervisor II
Texas Health and Human Services Commission
06.2001 - 06.2017
Texas Works Advisor I
Texas Department of Health and Human Services
05.2001 - 06.2007
GED -
El Centro Middle College High School
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