Job Search Status
Open to workDesired start date: Immediately
Work Type
Full TimeLocation Preference
RemoteHybridOpen to relocation: Yes
Open To Work
Nikkii Butler
Indianapolis,IN
Work Preference
Summary
Accomplished customer service expert with over 29 years of experience. Extensive experience in policy compliance, quality assurance, and training, driving improvements that enhance organizational efficiency and effectiveness.
Overview
29
29
years of professional experience
Work History
OV&V Analyst
Onebridge
06.2019 - 06.2026
- Perform Weekly Reviews on IMPACT Cases to make sure that the Vendor is following the requirements per the current Contract & DFR Policy
- Complete Local IMPACT Site Visit every Quarter to make sure that the staff is following DFR Policy & the Contract set forth for IMPACT Requirements
- Complete reviews of the SNAP & TANF Childcare Report to make sure that the funds are being issued out correctly monthly
- Perform 2nd and 3rd Party Reviews for Indiana SNAP, TANF, and Medicaid Eligibility
- Assist with creating updated processes and solutions for the Quality Assurance side of OV&V for Validating Vendor Reviews. (Trainings, Updating and Maintaining Score Guides, staying up to date on Policy Updates and Changes from the DFR that will impact the Vendor Reviews)
- Creating usable training videos on how to update, process and pull reports, complete reviews, and how to complete a Site Visit Report for IMPACT
- Staying up to date with the IEDSS System and maintaining knowledge of the Legacy system to assist with the Validation Process of Vendor Reviews
- Assist the EBT Fraud Unit when requested by the State to help track SNAP and TANF Fraud
- Assist with research and obtaining data information when requested from the DFR for Vendor Reviews
- Staying up to date with the current and existing business process flow
Quality Assurance Analyst for Training
CFA
10.2018 - 06.2019
- Quality Assurance reviews for new trainees for the FSSA per IHCPPM and IPPM program guidelines
- Provides written and verbal feedback to Trainees and Trainers as needed
Senior Eligibility Specialist
FSSA/ALPHA-RAE/CONDUENT
06.2009 - 10.2018
- Trained new eligibility specialists on TANF, SNAP, and Medicaid policies, Conduent procedures, and program aids including SMART, FACTS, ICES, TRON, and OPS to ensure compliance and effective service delivery
- Eligibility review for Medicaid including MA D, Nursing Homes/Waivers, Refugees, ESRD, and PACE cases
- Processed documents for TANF, SNAP, and Medicaid to ensure timely eligibility determinations.
- Conducted quality assurance reviews and analyzed production statistics to maintain high standards and improve team performance
- Coached team members to improve skills and performance.
- Assisted Eligibility Specialist by answering questions about cases and policies to ensure clarity.
Assistant Manager
Burger King
Indianapolis, Indiana
04.2008 - 06.2009
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Offered hands-on assistance to customers
Assistant Manager
Long John Silvers Franchise Association
Evansville, Indiana
08.2007 - 02.2008
- Used customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Generated repeat business through exceptional customer service.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Assistant Manager
Taco Bell
Indianapolis, Indiana
03.2003 - 08.2007
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
Education
High School Diploma -
Ben Davis High School
Indianapolis, IN06-2000
Skills
- Operational Verification and Validation
- Quality Assurance
- Eligibility Case Management
- Medicaid Eligibility
- SNAP
- TANF
- Data entry proficiency
- Data entry skills
- Microsoft Office expertise
- Microsoft Excel skills
- Microsoft Word
- Team communication using Microsoft Teams
- Management
- Legacy & IEDSS
Program Expertise
- SNAP
- TANF
- Medicaid Eligibility
Timeline
OV&V Analyst
Onebridge
06.2019 - 06.2026
Quality Assurance Analyst for Training
CFA
10.2018 - 06.2019
Senior Eligibility Specialist
FSSA/ALPHA-RAE/CONDUENT
06.2009 - 10.2018
Assistant Manager
Burger King
04.2008 - 06.2009
Assistant Manager
Long John Silvers Franchise Association
08.2007 - 02.2008
Assistant Manager
Taco Bell
03.2003 - 08.2007
High School Diploma -
Ben Davis High School