Quintanella Roberts
San Antonio,TX
Summary
Professional with comprehensive experience in managing and developing training programs. Known for strong focus on team collaboration and achieving measurable results. Demonstrates adaptability and reliability, delivering impactful training solutions and fostering employee growth. Possesses skills in instructional design, curriculum development, and performance evaluation, coupled with excellent communication and leadership abilities.
Overview
9
9
years of professional experience
Work History
Remote Call Center Training Supervisor 25hrs Per W
Cambridge Business Solutions, LLC
11.2018 - Current
- Assists with development and recruitment of call center employees
- Develops and organizes presentations for train of new employees and industry on continual basis to produce best products possible
- Supervised 250 Remote Customer Service Representative in providing excellent customer service to callers requiring assistance with explanation of benefit, payments, missing orders and other issues depending on the client.
- Provide low cost management training for several small businesses throughout state and several national companies.
- Counsel on remedial opportunities to improve consumer interaction.
- Managed new hire training schedule and updated session rosters.
- Supported performance evaluation program through scoring framework development.
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in 20% improvement.
- Appropriately allocated resourced, budgets, inventories, training support and team building materials to increase overall productivity.
Benefit Program Specialist I-40-50hrs Per Week
Mississippi Division Of Medicaid
02.2022 - 05.2023
- Interviewed applicants and explained scope of different available benefits.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Assessed information gleaned from interviews, educational, and medical records, consultation with other professionals and diagnostic evaluations to identify clients' abilities, needs and eligibility for services.
- Inputted all gathered information and researched data on applicants into computer system using MESA.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Handled 150 cases per week to address customer inquiries and concerns
- Interviewed prospective clients to obtain data regarding financial resources and needs and physical conditions of insured.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Benefits Eligibility Social Worker-45hr Per Week
Mississippi Department Of Human Services
08.2021 - 02.2022
- Assists Aged adults and Handicap applying for SNAP
- Research and Maintain caseloads for entire state
- Partner with local agencies to help homeless and hungry elder clients
- Work on in fraud claims brought to attention
- Counsel on remedial opportunities to improve client interaction.
- Communicated with people from various cultures and backgrounds on application process.
- Documented all communication with applicants and inputted information into system using CRM.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Managed processing of financial assistance and food stamp benefits applications.
- Listened to clients attentively, asked probing questions and identified and addressed actual benefits needs.
- Assisted clients with accurate eligibility form, application and document completion.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Interviewed applicants and explained scope of different available benefits.
- Organized case files securely and efficiently, ensuring easy access and maintaining confidentiality standards at all times.
CUSTOMER SERVICE REPRESENTATIVE-40hr Per Week
Condunet/Humana
09.2017 - 12.2018
- Provided benefit and Eligibility for Health plans clients
- Processed Medical and Pharmacy Claims
- Administer all progress, status, and performance reports, and process documentation
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Met 30-50 customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Assistant Canteen Chief 40-50hrs Per Week
VETERAN AFFAIRS
06.2016 - 04.2017
- Recruited employees
- Maintained Training requirements for both VCS, Health department and VA
- Worked with Unions and all VA departments
- Administer measures such as training evaluations or knowledge/skill tests
- Completed all Inventory and Auditing for Department, worked with Chief on Profit & Loss.
- Explained all new benefits open to employees
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Executed basic banking and bookkeeping tasks.
- Promoted team productivity by keeping supplies organized and well-stocked.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Led staff and vendors in providing high level of service for owner and guests.
ASSISTANT MANAGER/TRAINER
MCALISTER'S DELI, HOURS/WEEK
08.2015 - 06.2016
- Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency
- Advise field leadership of best training and educations strategies to maximize business effectiveness
- Onboarded New employees and explained benefits before sending information to HR
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
Education
Bachelor of Science - Human Resources Management
The University of Texas At San Antonio
San Antonio, TX12-2025
Associate of Applied Science - General Studies, Business
Southern New Hampshire University
Hooksett, NH05.2020
Skills
- Training evaluation
- Coaching and mentoring
- Staff development
- Policy implementation
- Compliance requirements
- Business administration
- Presentation
- Human resources
- Staffing and workflow planning
- Training course planning
- New hire on-boarding
- Schedule management
- Customer service
- Inventory stocking
Timeline
Benefit Program Specialist I-40-50hrs Per Week
Mississippi Division Of Medicaid
02.2022 - 05.2023
Benefits Eligibility Social Worker-45hr Per Week
Mississippi Department Of Human Services
08.2021 - 02.2022
Remote Call Center Training Supervisor 25hrs Per W
Cambridge Business Solutions, LLC
11.2018 - Current
CUSTOMER SERVICE REPRESENTATIVE-40hr Per Week
Condunet/Humana
09.2017 - 12.2018
Assistant Canteen Chief 40-50hrs Per Week
VETERAN AFFAIRS
06.2016 - 04.2017
ASSISTANT MANAGER/TRAINER
MCALISTER'S DELI, HOURS/WEEK
08.2015 - 06.2016
Bachelor of Science - Human Resources Management
The University of Texas At San Antonio
Associate of Applied Science - General Studies, Business
Southern New Hampshire University
Similar Profiles
Claudia DrakeClaudia Drake
Personnel Assistant I - Site Security Manager at Chenega Analytic Business Solutions, LLCPersonnel Assistant I - Site Security Manager at Chenega Analytic Business Solutions, LLC
Monique LeibaMonique Leiba
BILLING & COLLECTIONS OPERATIONS LEAD at Solutions for Medical Business, LLC.BILLING & COLLECTIONS OPERATIONS LEAD at Solutions for Medical Business, LLC.
Chasity MeriweatherChasity Meriweather
Discrepancy Analyst at Parallon Business Solutions LLCDiscrepancy Analyst at Parallon Business Solutions LLC