Natnael Epa
Nampa,ID
Summary
A highly motivated and detail-oriented professional seeking employment in a company that fosters excellence and growth, desires to add value to a team, and collaborate with staff to provide excellent service.
Overview
9
9
years of professional experience
Work History
Quality Assurance/ Data and Quality Analyst
Department of Health and Welfare
02.2023 - Current
- Analyze quality and performance data to support operational decision-making.
- Create and revise procedures, checklists, and job aids to reduce errors.
- Develop and maintain quality assurance procedure documentation.
- Provide regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Provide detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Collaborate with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Record findings of the inspection process, collaborating with the quality team to implement corrective actions.
- Ensure compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Evaluate vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
- Support the successful launch of new products by contributing expertise in defining quality specifications during the development phase.
REGIONAL QUALITY IMPROVEMENT SPECIALIST/PREA COMPLIANCE MANAGER
Idaho Department of Juvenile Corrections
02.2020 - 02.2023
- Complete an annual administrative program review with contract providers to ensure program effectiveness
- Perform semi-annually facility data extraction, processing and presentation
- Work closely with Superintendent and leadership team to develop and implement appropriate facility improvement plans
- Complete intensive case management review to ensure that documents are completed on time and quality is up to our facilities standard
- During my first case management review, I identified a communication gap between case managers and office support that contributed to documents not being submitted on time
- I implemented a strategy which improved timeliness and overall score
- Prepare and present statistical report to the case management team and suggest corrective action and ongoing trainings
- Work collaboratively with Department staff to meet the standards of the Prison Rape Elimination Act, provide training and serve as subject matter expert and mentor
- Conduct and document sexual abuse and harassment investigations and report to the Agency PREA Coordinator
- In collaboration with our two other facilities, complete Idaho Program Evaluation Tool
- Review incidents in the facility and research if there are trends and determine if facility improvement plan is necessary
- Perform monthly policy review to ensure policy is up to date and practical
- Initiate and submit necessary paper work for volunteers, interns and contractors
- Ensure background checks are completed and provide training
- Perform other duties and responsibilities as assigned.
SELF RELIANCE SPECIALIST-DEPARTMENT OF HEALTH AND WELFARE
08.2019 - 02.2020
- Reviewed and determined eligibility for the supplemental nutrition assistance program, cash assistance, and health care assistance programs for families
- Applied complex policies, procedures, and legal requirements to determine qualifications for services and benefits
- Gathered, verified, interpreted and acted on personal information from various sources to case actions
- Developed, adapted and maintained management systems to support workload activities and meet federally mandated outcome/reporting requirements
- Performed complicated analytical problem resolution and ensure data quality in automated system processing
- Conducted and document sensitive fact-finding interviews.
ASSISTANCE GUEST SERVICES MANAGER-BOISE RESCUE MISSION
02.2019 - 08.2019
- Supported Guest Services Manager with assigned duties
- Gave recommendation on staff evaluations, hiring, firing, advancements and promotions
- Trained and developed guest services staff by setting attainable goals
- When the mission introduced new software (Mission Tracker), I was responsible in training 10 to 12 staff members
- Made sure case management projects were completed within the deadline
- Managed a workload with conflicting priorities in a timely manner
- Reviewed and audited incident reports and pass down logs to make sure company policies and requirements are met
- Started a project on how to attract and retain employees
- Wrote referrals and vouchers for community partnership grant.
LEAD CASE MANAGER-BOISE RESCUE MISSION
09.2017 - 02.2019
- Trained new case managers to be critical thinkers, detail-oriented and be problem solvers while at the same time showing compassion towards others
- Notified management team of areas for staff improvement
- Assisted men at the shelter by setting up individual based goals and put together strategies to attain those goals
- Maintained my own case load of up to 30 people, had weekly meetings with guests to make sure they are progressing into self-reliant citizens
- Reviewed and audited swing shift pass down log
- Came up with a new shift pass down log process that is efficient, easy to interpret and understand
- This minimized policy errors.
SERVICE ASSOCIATE-CITI BANK
11.2015 - 09.2017
- Provided remarkable customer service experience for clients regarding their credit cards by listening, acknowledging and educating them
- Received star quality award for going above and beyond with my customer service and my stats
- Was the number one on my team of 20 with my overall statistics including the quality of my calls, customer service and compliance
- Was chosen to assist a new hire class during training due to my performance and gave them tips on being detail oriented and being able to problem solve quickly when angry customers called
- Was chosen by my manager to track possible errors and compliance fails and educated agents on how to avoid them in the future.
Education
BACHELOR IN BUSINESS ADMINISTRATION AND MANAGEMENT - Business Administration And Management
THE COLLEGE OF IDAHO
Caldwell, ID05.2015
Skills
- EXCELLENT VERBAL AND WRITTEN COMMUNICATION
- PROBLEM SOLVER
- CRITICAL THINKER
- ORGANIZED
- STRATEGIC
- DETAIL ORIENTED
- Data Analysis
- Quality processes
- Audit processes
- Quality Improvement
Timeline
Quality Assurance/ Data and Quality Analyst
Department of Health and Welfare
02.2023 - Current
REGIONAL QUALITY IMPROVEMENT SPECIALIST/PREA COMPLIANCE MANAGER
Idaho Department of Juvenile Corrections
02.2020 - 02.2023
SELF RELIANCE SPECIALIST-DEPARTMENT OF HEALTH AND WELFARE
08.2019 - 02.2020
ASSISTANCE GUEST SERVICES MANAGER-BOISE RESCUE MISSION
02.2019 - 08.2019
LEAD CASE MANAGER-BOISE RESCUE MISSION
09.2017 - 02.2019
SERVICE ASSOCIATE-CITI BANK
11.2015 - 09.2017
BACHELOR IN BUSINESS ADMINISTRATION AND MANAGEMENT - Business Administration And Management
THE COLLEGE OF IDAHO
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