ROBERT L. NICHOLS
Orlando,FL
Summary
Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist
Office Of Innovation And Quality
10.2020 - Current
- Conducts special quality reviews as requested by executive leadership that capture requirements from federal, state, and department laws and policies, including federal Children and Family Services Reviews
- Inputs review findings using identified software such as Qualtrics and communicate to the supervisor when a finding in an open case indicates the need for immediate action
- Engaged with operational staff by participating in side-by-side reviews when assigned, participating in quality improvement teams and events, and by shadowing frontline staff and supervisors routinely
- Engage in education, training, and development by participating in the design and testing of review instruments and review approaches, participating in special training courses, and seeking professional development opportunities in accordance with statute, administrative rules, and operating procedures, the incumbent will use analytical skills to assess, identify, and document the quality of work and critical decisions made by frontline staff and supervisors.
- Improved product quality by implementing rigorous testing procedures and identifying areas for improvement.
- Conducted thorough audits of manufacturing processes, resulting in increased efficiency and reduced defects.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.
Program Administrator
The Department of Children & Families
02.2017 - 10.2020
- Evaluated employees through establishing evaluation criteria and responsibilities and meeting regularly with employees to ensure established criteria are met
- Trains employees in methods for performing an effective and efficient job
- Communicates on a regular basis with employees both individually and in staff meetings
- Directs work of employees to ensure best use of time and resources
- Develops performance standards and job duty expectations with investigators, reviews standards and plans for continuous improvement
- Communicates investigator's compliance with job duty expectations on a regular basis
- Developed management tools to assure the quality and efficient timelines of services provided by investigators
- Monitors and directs the work of investigators
- 2018 Green Belt Recipient, 2018 Child Protective Investigator Supervisor Proficient, 2019 Circuit 9 Supervisor of the Year.
- Streamlined program processes by implementing efficient administrative procedures, resulting in improved workflow and resource allocation.
State of Florida Certified Investigator
The Department of Children & Families
09.2014 - 02.2016
- Conducted in-home investigations regarding allegations of abuse, neglect, and abandonment of children
- Collected information through observation and interviews with the children, parents, relatives, neighbors, and other parties associated with the case, as well as analysis of criminal, past service history and other records
- Directed and coordinated various investigations conducted by field investigation team
- Established productive working relationships with public officials and law enforcement officers
- Documented all investigation activity and presented reports to management.
Collections Agent
Mecklenburg County government
06.2011 - 06.2014
- Identified problem accounts and negotiated payment programs with delinquent customers
- Investigated and verified financial status of customers
- Managed account receivables and all related functions; renegotiated account receivable balances and streamlined processes
- Audited and reviewed delinquent account records; determined which customers were contacted for collections of overdue accounts
- Wrote letters and sent approved forms in attempt to collect for use in collection attempts
- Organized collection work load according to degree and amount of delinquency; prepared cases for court for additional enforcement
- Mediated Support collections
- Engaged in education, outreach and advocacy activities to increase awareness of agency services and programs.
Care Coordinator/ Supervisor
Mecklink
05.2008 - 06.2011
- Assisted customers in gaining access to needed financial and insurance benefits as well as employment, medical, social, and educational resources
- Assisted with process improvement projects as needed
- Advocated for the acquisition of services and resources necessary to implement the service plan
- Assisted with data collection and reporting to support initiatives and basic business needs
- Monitored designated services to ensure consistent implementation of plan, quality care, health/safety of the individual, as well as the continued appropriateness of services
- Ensured that documentation meets state, agency and Medicaid requirements and is submitted in accordance with identified timelines.
Wireless Sales Associate (Call Center)
Sprint Wireless
08.2005 - 05.2011
- Utilized proven sales and service techniques to build customer relationships, enhance the customer’s buying experience, retain customers, and exceed customer care commitments
- Provided world-class service by delivering an effortless customer experience
- Interacted proficiently with a variety of online systems to problem solve, identify sales and retention opportunities, and present an all-inclusive solution that meets the customer’s needs
- Consistently met or exceeded sales quotas and service objectives in a fast-paced call center environment.
- Activated both contract and pre-paid wireless phones for +50 customers per month by inserting new SIM cards and batteries, restoring content and establishing new payment accounts
Education
Master of Business Administration -
CAPELLA UNIVERSITY
MINNIAPOLIS, MNBachelor of Science in Psychology -
JOHNSON C. SMITH university
CHARLOTTE, NC05.2005
Skills
- Detail Oriented
- Data Analysis
- Risk Management
- Documentation and Reporting
- Issue Resolution
- Correction Action Planning
- Team Collaboration
- Test Planning
- Performance Monitoring
- Regulatory Compliance
- Non-Compliance Assessments
- Analytical Thinking
- Consulting
- Team Leadership
- Quality Improvements
- Sound Decision-Making Abilities
- Establishing and Enforcing Policy
- Problem-Solving Skills
Accomplishments
- Supervised team of 50 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Licensed Certified State of Florida Investigator - 8 years
Timeline
Quality Assurance Specialist
Office Of Innovation And Quality
10.2020 - Current
Program Administrator
The Department of Children & Families
02.2017 - 10.2020
State of Florida Certified Investigator
The Department of Children & Families
09.2014 - 02.2016
Collections Agent
Mecklenburg County government
06.2011 - 06.2014
Care Coordinator/ Supervisor
Mecklink
05.2008 - 06.2011
Wireless Sales Associate (Call Center)
Sprint Wireless
08.2005 - 05.2011
Master of Business Administration -
CAPELLA UNIVERSITY
Bachelor of Science in Psychology -
JOHNSON C. SMITH university
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