Natalie Pinard
Phoenix,AZ
Summary
Driven Program Support Analyst with a proven track record at the State of Arizona - Department of Economic Security, where I enhanced learning solutions and streamlined benefits eligibility processes. Proficient in Google Workspace and MS Office, coupled with exceptional leadership and problem-solving skills, I consistently delivered targeted results and fostered team growth.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Program Support Analyst
State of Arizona - Department of Economic Security
02.2024 - Current
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Produced monthly reports using advanced Excel spreadsheet functions as well as Google Sheets.
- Utilized data visualization techniques to present and explain complex data sets.
- Supported programs by planning and collaborating with instructors and supervisors.
- Gained strong leadership skills by managing projects from start to finish.
Benefits and Eligibility Specialist Supervisor
State of Arizona - Department of Economic Security
03.2021 - 02.2024
- Set clear priorities and established production quality standards.
- Trained, mentored, and provided feedback to staff on quality and service delivered to customers.
- Responsible for supervising and motivation of direct reports in customer service call center including auditing, coaching and feedback, disciplinary issue resolution, and phone statistics reporting.
- By implementing best practices and using critical thinking skills to find the best solutions, I was able to handle all issues with relative ease.
- Knowledge of public assistance eligibility. determination processes
- Attended daily meetings, types, reads and interprets policies.
- Apart of standard work revision problem solving sessions.
- Ensured timely and accurate notification to staff of procedure changes.
- Acting BEM duties when Management was out of office.
- Interacted with employees to demonstrate high standards and effectively resolve issues.
- Successfully trained 108 new employees.
Public Service Evaluator
State of Arizona - Department of Economic Security
09.2019 - 03.2021
- Adhered to agency standards in a high-volume call center, measured by metrics, attendance, service levels, accuracy, and timeliness.
- Collected and gathered information to conduct interviews to make eligibility determinations for Medical Assistance, Nutrition Assistance, and Cash Assistance.
- Provide excellent customer service by phone to individuals and families facing challenging and personal situations.
- Connected families with support services.
Education
Business Management
Phoenix College
Phoenix, AZ 05.2026
Skills
- Health-e-Arizona Plus
- Aztecs
- Onbase
- Google Workspace
- MS Office
- Problem Resolution
- CNAP Policy Manual
- Cisco Finesse /Genesys Phone System
- Failure resolution
- Activity Planning
- Training and coaching
- Remote Support
Certification
Certified Instructor by Office of Professional Development
Google Champion
AMS
Timeline
Program Support Analyst
State of Arizona - Department of Economic Security
02.2024 - Current
Benefits and Eligibility Specialist Supervisor
State of Arizona - Department of Economic Security
03.2021 - 02.2024
Public Service Evaluator
State of Arizona - Department of Economic Security
09.2019 - 03.2021
Business Management
Phoenix College
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