Nicole Gaines
Summary
Dedicated public sector leader with over 20 years of experience excelling in delivering outstanding customer service and fostering adoption through strategic partnership development. Adept at driving solution-based outcomes and ensuring customer satisfaction. Demonstrating strong problem-solving skills, agility, and proactive attitude. Enthusiastic about supporting individuals in achieving their goals.
Overview
13
13
years of professional experience
Work History
Administrative Coordinator
Life Lanes, LLC
Durham, NC
06.2023 - Current
- Managing meticulous organization of files and records as well as maintaining detailed logs to track actions and correspondence to ensure inclusion of all necessary documents and accurate signatures for comprehensive record-keeping.
- Oversees routine inquiries from management and clients by delivering technical assistance and addressing inquiries concerning educational programs and therapy sessions with professionalism and expertise.
- Initiate and conduct research and inquiries with management to establish factual support for incident reports, facilitating effective incident management and resolution.
- Initiating and conducting research and inquiries with management to establish factual support for incident reports, effective incident management and resolution, while also preparing compliance and discharge letters for clients while ensuring adherence to organizational protocols and legal guidelines.
Social Worker II (Contract)
Durham County Department Of Social Services
Durham, NC
10.2021 - Current
- Conducted interviews and evaluated provided information to ascertain eligibility for assigned program(s), by entering requisite data and documentation into online and electronic systems to authorize benefits.
- Fostered strong partnerships with 10 landlords to secure housing for at-risk individuals and families, while simultaneously assessing clients’ needs and coordinating services to ensure the provision of tailored assistance.
- Effectively coordinated cross-team efforts to onboard applicants for federally funded programs, while advocating for clients to maintain access to services from utility companies and entitlement agencies.
- Engaged clients through various communication channels to disseminate information about agency programs/services and community resources while representing agencies at Senior Centers and community events to capture client feedback and enhance program efficacy.
Project Coordinator
GBE Trust Technology LLC/
Durham, NC
03.2023 - 05.2023
- Utilized Salesforce to identify high-value prospects for business and developed/executed a successful sales strategy, resulting in a 10% increase in new customers and the installation of Amazon Key for Business devices in over 5 properties.
- Delivered exemplary customer service by swiftly and efficiently resolving customer issues, culminating in a remarkable 95% customer satisfaction rating.
- Directed and executed the comprehensive recruiting life cycle, encompassing every stage from the initial engagement to the seamless onboarding and training of new hires.
- Analyzed financial data to identify and capitalize on new business opportunities, resulting in a 15% increase in revenue.
- Played a pivotal role in the development of a comprehensive policies and procedures manual, which significantly enhanced the efficiency and effectiveness of operational processes.
Social Worker I
Durham County Department Of Social Services
Durham, NC
05.2019 - 09.2021
- Delivered intake and assessment services for a range of programs including Adult Protective Services, Family Caregiver Support Program, Aging Transportation, Meals on Wheels, In-Home Aide, Adult Day Care/Health, and Special Assistance In-Home program.
- Offered a diverse array of services aimed at mitigating crisis situations, empowering families to achieve self-sufficiency while enabling adults to maintain residence in their homes.
- Assisted at-risk or homeless community members in securing suitable housing options and jobs, while also exploring alternative community resources and making referrals to other programs, services, and agencies as needed.
- Led efforts to engage with the community, identifying their needs and organizing outreach initiatives. Additionally, spearheaded a campaign to attract and introduce new community-based businesses to social services, thereby creating opportunities and resources for community members.
- Participated in community work groups, training teams, and task forces to complete projects aimed at assisting community organizations and fostering healthy growth
Case Manager
Durham County Department Of Social Services
Durham, NC
01.2015 - 05.2019
- Successfully managed intake, renewals, and changes for a diverse clientele of 600+, consistently surpassing a 96% accuracy rate.
- Directed 75+ families to vital resources such as food banks, financial assistance programs, and employment opportunities, facilitating stability within the community.
- Orchestrated holiday enrollment and distribution efforts for over 500+ individuals and families, ensuring seamless and timely support during crucial times.
- Mentored and coached 5+ new team members, fostering their professional growth and contributing to enhanced work performance and staff retention.
- Spearheaded initiatives to elevate employee quality assurance scores by an impressive 30%, through proactive identification of error trends and implementation of effective tools for improved accuracy and efficiency.
- Provided Tier I customer support and troubleshooting techniques, effectively resolving issues prior to escalation to higher levels of support, minimizing disruptions and ensuring client satisfaction.
- Fostered seamless collaboration across cross-functional teams within the agency, fostering a culture of prompt accountability that significantly enhanced client satisfaction and operational efficiency.
Income Maintenance Caseworker
Durham County Department Of Social Services
Durham, NC
10.2010 - 01.2015
- Provided comprehensive guidance and education on Medicaid renewal benefits to assist over 160 community members monthly, ensuring access to vital healthcare resources.
- Cultivated positive client relationships through effective communication channels including phone, chat, and email consultations.
- Maintained detailed records of case information, summarizing interaction history and scheduling follow-ups to ensure continuity of support.
- Facilitated 20+ referrals to local agency resources, addressing additional household needs and enhancing community support.
- Delivered Tier I customer support and troubleshooting techniques, swiftly resolving issues to minimize disruption for clients.
- Organized and executed regular outreach events to identify local needs and promote the agency's presence within the community.
- Generated accurate weekly and monthly reports, capturing key information collected to inform decision-making and assess program effectiveness.
Education
Bachelor of Social Sciences -
Ashford University
San Diego, CASkills
- Problem Solver
- Customer Experience
- Rapport Building
- Critical Thinking
- Communication (Verbal & Written)
- Strategic Planning
- Software Proficient
- Salesforce
- ServiceNow
- Customer Needs Analysis
Timeline
Administrative Coordinator
Life Lanes, LLC
06.2023 - Current
Project Coordinator
GBE Trust Technology LLC/
03.2023 - 05.2023
Social Worker II (Contract)
Durham County Department Of Social Services
10.2021 - Current
Social Worker I
Durham County Department Of Social Services
05.2019 - 09.2021
Case Manager
Durham County Department Of Social Services
01.2015 - 05.2019
Income Maintenance Caseworker
Durham County Department Of Social Services
10.2010 - 01.2015
Bachelor of Social Sciences -
Ashford University
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