Nicole Massenburg
Raleigh,NC
Summary
Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instruction and classroom facilitation with more than 5 years of related experience and superior planning and time management abilities. Demonstrates problem-solving, critical thinking skills, including the ability to exercise good judgment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Economic Benefits Trainer – Economic Sufficiency
Wake County Human Services
Raleigh, NC
04.2022 - Current
- Designs and delivers new hire and refresher trainings for staff in areas of Economic Benefits policy, technical navigation, communication, customer service, coaching and team building
- Train new employees in groups of 6 - 18 persons hired to fulfill various roles.
- Serving as subject matter expert and consultant to agency staff regarding interpretation of program-related federal, state and county regulations and policies
- Collaborate with subject matter experts to develop presentations and training materials
- Including, quick references and easy to follow guidance to improve departmental processes for new and experienced level staff
- Assist in development and implementation of specialized learning plans for staff who are having difficulty grasping concepts, policy, navigation, etc
- Maintain employee records, report employee progress and completion of training activities
- Prioritize, research and analyze policies and procedures to maintain consistent learning materials and deliver the most up to date information
- Monthly meeting participation to resolve department issues and take part in open discussions for quality improvements.
Team Lead – Economic Sufficiency
Wake County Human Services
Raleigh
10.2018 - 04.2022
- Works collectively with a group of Family & Children’s Medicaid Review Eligibility Team Leads to provide an advanced level of program assistance to clients and caseworkers by providing supervisory coverage, overseeing work quality, training, assigning work, etc
- Develop curriculum and conduct on-the-job training for new hire staff
- Facilitate On-The-Job Training, to include monitoring work performance and overall competency for case management duties
- Oversee and coordinate the Mentorship program, ensuring an efficient educational exchange between the Mentor and Mentee
- Lead project to cross-train Food and Nutrition case managers on how to accurately complete Family and Children’s Medicaid reviews
- Serves as Local Hearing Officer for Family and Children’s Medicaid Applications and Reviews
- Assist management with recruitment efforts by developing job specific interview questions and participating in group interview panels and candidate selection
- Conducts Rise and Shine sessions for case managers who exhibit the need for specialized assistance in their job performance
- Provides on-going support for new and experienced level case managers with both system and policy related questions
- Conduct Quality Assurance checks to ensure that work performed by staff is accurate, according to agency and policy standards and meeting timeliness deadlines
- Organize and schedule in-person and virtual team building activities and assist with employee appreciation events.
Case Manager– Economic Sufficiency
Wake County Human Services
01.2015 - 10.2018
- Assess the clients’ needs and determine eligibility according to agency standards to ensure processes and timeframes are maintained
- Process recertifications for Family and Children’s Medicaid Review, including Medical spend down program, Family Planning and North Carolina Health Choice
- Provide guidance and feedback as a mentor to new employees
- Point of contact for experienced level employees to assist with questions regarding Medicaid policies, procedures, and system functionality
- Developed information pamphlets to improve the clients’ knowledge of Medicaid programs, which decreased the number of incoming phone calls to case managers
- Planned and organized team building activities to improve employee morale and the overall work environment.
Loan Servicing Specialist– Escrow
State Employees’ Credit Union
05.2014 - 01.2015
- Responsible for properly servicing real estate loan accounts regarding taxes, insurance and escrows
- Assist members with understanding their escrow accounts and resolve issues to ensure that members maintain insurance on their homes
- Process payments for homeowner’s insurance and taxes to ensure bills are paid timely and within compliance and regulation standards
- Perform an escrow analysis for accounts that have a considerable increase or decrease in the client’s monthly payment.
Education
MBA - Human Resource Management
Strayer University
Washington, DC06.2014
BBA - Business Administration
North Carolina Central University
Durham, NC12.2006
Skills
- Curriculum Development & Planning
- Process Development
- New Employee Training
- Proficient with Microsoft Office (Excel, PowerPoint, Word, MS Teams, Outlook)
- Adult Learning Theories
- Needs Assessment
- Employee surveying
- Group Instruction
- Training material development
- Strategic Planning
Certification
- Certified Trainer, Wake County Human Services - August 2022
- Wake County Professional Certification - January 2024
- Emerging Leadership Wake County Human Services, February 2024
Timeline
Economic Benefits Trainer – Economic Sufficiency
Wake County Human Services
04.2022 - Current
Team Lead – Economic Sufficiency
Wake County Human Services
10.2018 - 04.2022
Case Manager– Economic Sufficiency
Wake County Human Services
01.2015 - 10.2018
Loan Servicing Specialist– Escrow
State Employees’ Credit Union
05.2014 - 01.2015
MBA - Human Resource Management
Strayer University
BBA - Business Administration
North Carolina Central University