Lizette
Brownsville,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
2026
2026
years of professional experience
Work History
Supervisor
Maximus Federal Services
2025 - Current
- Supervised daily operations, ensuring compliance with organizational policies and procedures.
- Trained and mentored staff, fostering professional growth and enhancing team performance.
- Developed and implemented process improvements, streamlining workflows for increased efficiency.
- Monitored service delivery metrics, identifying areas for improvement to enhance client satisfaction.
- Coordinated cross-functional teams to address operational challenges and optimize resource allocation.
- Conducted regular performance evaluations, providing constructive feedback to drive employee development.
- Led initiatives to improve quality assurance measures, resulting in enhanced service reliability.
- Facilitated training sessions on new systems and processes, ensuring smooth transitions and user adoption.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Bilingual EAP- Enrollment Assister
Cognosante LLC.
05.2024 - Current
- Provide direct consumer outreach support by making outbound and receiving inbound telephone calls, sending and receiving emails and text messages.
- Assist consumer with all aspects of the enrollment and/or Medicaid and SNAP applications including:
- Profile creation and update, explanation of Eligibility Determination, plan comparisons, walking the consumer through the enrollment process, including data input if necessary and escalating or referring to other departments or state agencies as applicable.
- Ensure all project-identified, state and federal regulations, processes, policies, and procedures are executed and followed as applicable.
Patient Advocate
CareXM
01.2021 - 01.2022
- Responsible for answering inbound calls for several Hospital and Hospice patients and carefully notating all necessary information before directing the call to another department.
- Great listening skills, multi-tasking while searching for my resources in the database.
- Resolved caller’s inquiry to the extent possible while relying information left on customer’s account all in a timely manner.
- Established great customer service with each call with a professional courteous tone and provided empathy to customer’s going through difficult times.
- Seasonal- Work from home
Supervisor
Maximus Federal Services
01.2013 - 01.2021
- Supervised the work of customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
- Responsible for providing front-line first level supervision and leadership to customer service representatives (CSR) with the goal of meeting program objectives and customer service level agreements.
- Performed tasks to assure project and program service level requirements and goals are met
- Assumed leadership responsibility for departmental tasks and contact center activities as required
- Participated in meetings and recommend changes to policies and procedures
- Supported and enforced contact center expectations
- Assisted with escalated issues or cases as needed
- Evaluated employee key performance indicators and identify training needs and development opportunities
- Discussed job performance concerns with employees to identify causes and issues and works closely with the Human Capital department on resolving problems
- Participated in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
- Evaluated employees' job performance and recommend appropriate personnel action
- Performed other duties as assigned by leadership
- Maintain a high level of confidentiality
- Excellent organizational, written, and verbal communication skills
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Ability to work as a team member, as well as independently
- Monitored team performance metrics, identifying areas for improvement and implementing corrective actions.
- Facilitated cross-departmental communication to streamline processes and improve service delivery outcomes.
- Led project initiatives focused on process optimization, resulting in enhanced workflow efficiency.
- Analyzed operational data to identify trends, driving strategic decisions for resource allocation and staffing needs.
- Mentored junior supervisors, fostering skill development and promoting a culture of continuous improvement.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Implemented cost-saving measures, significantly reducing operational expenses.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Frequently inspected production area to verify proper equipment operation.
Education
Business Communications
University of Texas at Brownsville
01.2007
Computer Business Systems
Kaplan University
01.2005
Skills
- 10 years plus working with customers
- 8 years leadership skills working as a Operations Supervisor for Contact Center Operations
- 5 years case management working with escalations
- Experienced in utilizing a variety of data processing software and computer linked hardware systems for word processing, automated mail, electronic calendar
- Experienced with communication and collaboration tools
- Experienced with management data software salesforce, Workforce Management, Oracle and Verint
- Experienced with creating and using templates on spreadsheets, graphics, and numerous databases
- Experienced in enforcing and following polices to keep control of organization’s nonexpendable property, such as computer equipment and all furniture, data processing equipment and reproduction equipment
- Analysis and correction of grammatical errors or any inconsistent data on spreadsheets or documents while tracking information
- Disciplined
- Organized and resourceful
- Excellent communications skills
- Work well in a diverse team environment
- Teamwork and collaboration
Timeline
Bilingual EAP- Enrollment Assister
Cognosante LLC.
05.2024 - Current
Patient Advocate
CareXM
01.2021 - 01.2022
Supervisor
Maximus Federal Services
01.2013 - 01.2021
Business Communications
University of Texas at Brownsville
Computer Business Systems
Kaplan University
Supervisor
Maximus Federal Services
2025 - Current