Robbie Chapman
Ooltewah,TN
Summary
Dynamic Associate Governmental Program Analyst with expertise in case management and customer service at the State of California. Proven track record in enhancing operational efficiency and claimant satisfaction through effective communication and problem-solving. Recognized for analytical thinking and professionalism while managing high-stress situations and mentoring new hires.
Overview
31
31
years of professional experience
Work History
Associate Governmental Program Analyst
State of California, Department of Social Services
03.2016 - 07.2024
- State Hearings Division - Rehearing Unit
- As the Rehearing Analyst, I was a one person unit responsible for the processing and completion of the rehearing request review process for the entire state of California
- Subject Matter Expert in regards to the Rehearing Request Review Process
- Assisted in the creation of new policies and procedures, leading to significant efficiency in unit operations.
- Communicated with people from various cultures and backgrounds on the rehearing request process.
- Handled escalated calls efficiently, finding satisfactory resolutions for claimants and State and county staff alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong subject matter knowledge to provide informed recommendations based on individual claimant needs.
- Developed rapport with claimants, State staff, County Staff as well as stakeholders through active listening skills, leading to positive rapport .
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Enhanced claimant satisfaction by promptly addressing concerns and providing accurate information.
- Developed and implemented current Rehearing Unit processes and procedures
Staff Services Analyst
State of California - Department of Social Service
11.2009 - 03.2016
- State Hearings Division - Northern Valley Regional office
- State Hearings Division - Rehearing Unit
- Recognized as a valuable team player, consistently receiving positive feedback from colleagues and supervisors for contributions to departmental success.
- Created documents, correspondence and memos to update leadership and team members.
- Managed multiple projects simultaneously, effectively prioritizing tasks based on urgency and importance.
- Developed strong relationships with cross-functional teams to ensure timely delivery of critical projects.
- Examined logs, documents and other records to generate complete data views.
- Compiled information and submitted monthly reports.
- Facilitated training sessions for new hires, contributing to their successful integration into the team.
Office Technician & Office Assistant
State of California
09.1993 - 11.2009
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Coordinated and scheduled meetings and appointments.
- Assisted with onboarding of new employees.
- Informed and supported business leaders through consistent communication and administrative support duties.
Education
High School Diploma -
Patrick Henry High School
La Mesa, CA06-1985
Skills
- Personal accountability
- Customer service
- Case management
- Multitasking capacity
- Teamwork and collaboration
- Excellent communication
- Reliability
- Analytical thinking
- Professionalism
- Active listening
- Computer proficiency
- Problem-solving aptitude
Timeline
Associate Governmental Program Analyst
State of California, Department of Social Services
03.2016 - 07.2024
Staff Services Analyst
State of California - Department of Social Service
11.2009 - 03.2016
Office Technician & Office Assistant
State of California
09.1993 - 11.2009
High School Diploma -
Patrick Henry High School
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