Ronald Dieuveuil
Woodbridge,VA
Summary
Seeking a position where I can maximize my technology, policy, research, leadership, project, and customer relations skills. Seasoned customer service professional competent in organizing and resolving customer concerns. Detail-oriented, responsive and adaptable to changing conditions. Proficient in regulations and procedures.
Overview
25
25
years of professional experience
Work History
Sr HR Service Center Specialist
WellSpan Health
York, PA
06.2022 - 10.2023
- Offer business expertise in areas such as the HR Service Center and existing workflows
- Assist in the alignment of standard business processes with WellSpan's requirements and the identification of gaps
- Assist in the execution of key change management activities
- Attend Process Confirmation Workshops to provide relevant information for future-state design, as well as to learn, understand, and adopt new processes and procedures, and to identify/confirm reporting requirements
- Assist the HR Service Center Lead with Go/No-Go discussions, including assisting in the assessment of operations, systems, and organization readiness for Go-Live
- Participate in the development and execution of conversion
- Editing existing HR policies in preparation for policy tech.
Day Trader & E-commerce Seller/Entrepreneur
Self-Employed
10.2017 - 05.2022
- Day Trader: Executes daily, the purchasing and selling of stocks to earn short-term profits; develops own strategy to maximize profits and limit losses; performs market research and reads multiple charts simultaneously to determine the mode of action when deciding what stocks to buy or sell
- Also, possesses a high aptitude for analyzing current trends, predicting future trends, and implementing steps to profit
- E-commerce Seller: Sells daily, various types of quality products/merchandise for a profit via platforms such as eBay and Amazon
- As an E-commerce Seller/Entrepreneur, outstanding customer service is my number one priority; outstanding customer service is provided to all buyers/purchasers consistently.
Policy Analyst
District of Columbia Government, Department of Human Services
Washington, DC
11.2014 - 07.2017
- Extensively reviewed Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), and Medical Assistance cases, in which customers requested Fair Hearings because they disagreed with the agency's administering of the public assistance programs, as it pertained to their eligibility, benefit level and/or ineligibility for benefits
- Depending on the type of contested program issue, research analysis was conducted utilizing the Code of Federal Regulations, D.C
- Code, and/or Economic Security Administration (ESA) Policy
- This also entailed going before Administrative Law Judges from the Office of Administrative Hearings (OAH)
- For which, written evidence/supporting documentation was presented; along with the communication of verbal language based on the Federal Regulations, D.C
- Code, and/or ESA Policy in defense of Departmental action(s) during scheduled Fair Hearings
- Reviewed 'Final Orders' issued by Administrative Law Judges to ensure that their recommended corrective actions were completed by the agency
- If the recommended corrective actions were not completed, the responsible party was notified regarding the lack of action; subsequently, the requested completion thereof and a new designated due date were issued
- Tasked with critical policy research, composed policy memorandums, and answered all types of policy questions inquired by ESA Staff
- The policy questions presented by the Staff were answered in person, over the telephone, and/or via email.
Subject Matter Expert (SME)/Trainer
District of Columbia Access System (DCAS) Project
12.2015 - 02.2017
- Assisted with the DCAS pilot development process from the start of work through the rollout
- Participated in the Software Development Life Cycle (SDLC) testing levels to provide training validation and recommendations for corrections and/or improvement
- Worked in a fast-paced, high-energy environment
- Worked with sets of technical and non-technical staff across multiple agency units to conduct end user analysis
- Properly documented, designed, and developed the work in accordance with DHS Staff requirements
- Functioned as a Trainer; provided guidance and recommendations in the development of course training plans based on Federal Policy, D.C
- Code, ESA Policy, and procedures
- Provided introduction training of the DC Link System to DHS Staff
- Assisted with the development of training schedules and job aids
- Reviewed and ensured accuracy of the training materials and documentation
- Participated in multiple PowerPoint Presentations within the duration of the project
- Provided DC Link technical assistance for the following user issues: Computer Login, Security, Benefit Processing, Generating pdf Notifications, Uploading Files, etc
- Collaborated with fellow SMEs throughout the development process to ensure the implementation of changes or enhancements.
Supervisory Social Services Representative/Policy Analyst
District of Columbia Government, Department of Human Services
Washington, DC
01.2010 - 11.2014
- Extensively reviewed Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), and Medical Assistance cases, in which customers requested Fair Hearings because they disagreed with the agency's administering of the public assistance programs, as it pertained to their eligibility, benefit level and/or ineligibility for benefits
- Depending on the type of contested program issue, research analysis was conducted utilizing the Code of Federal Regulations, D.C
- Code, and/or ESA Policy
- This also entailed going before Administrative Law Judges from the Office of Administrative Hearings (OAH)
- For which, written evidence/supporting documentation was presented; along with the communication of verbal language based on the Federal Regulations, D.C
- Code, and/or ESA Policy in defense of Departmental action(s) during scheduled Fair Hearings
- Reviewed 'Final Orders' issued by Administrative Law Judges to ensure that their recommended corrective actions were completed by the agency
- If the recommended corrective actions were not completed, the responsible party was notified regarding the lack of action; subsequently, the requested completion thereof and a new designated due date were issued
- Tasked with critical policy research, composed policy memorandums, and answered all types of policy questions inquired by ESA Staff
- The policy questions presented by the Staff were answered in person, over the telephone, and/or via email.
Acting Section Chief
District of Columbia Government, Department of Human Services
Washington, DC
01.2007 - 01.2010
- Initiated disciplinary action when warranted and completed annual employee evaluation reviews
- Completed ‘Other Duties as Assigned’ by the Program Manager, which included management/coverage of the service center in her absence
- Reviewed and approved employees ‘Time and Attendance
- Assisted the Social Services Representatives and Supervisory Social Services Representatives with policy and procedural matters
- Was available to my subordinates at all times, assisting with agency matters and other issues
- Daily, strictly monitored various reports to track the status of all programs registered; such as those with pending status, all information in, unauthorized benefits, cases not in the current month, unmailed notices, etc
- Ensured that all pending cases were legitimately pended, meaning only required information was requested from the customers to determine their eligibility
- Made certain that Temporary Assistance for Needy Families (TANF), Medicaid, and Food Stamps programs were dispositioned (i.e
- Approved and/or denied) within the agency's established time frames
- Authorized program benefits when necessary, answered questions, and provided corrective action when needed
- Occasionally met with customers per their request, to explain agency policy when they did not quite understand the Social Services Representative and/or Supervisor's explanation of program eligibility.
Supervisory Social Services Representative
District of Columbia Government, Department of Human Services
Washington, DC
05.2005 - 01.2007
- Functioned as a Generic Floater Supervisor, responsible for supervising employees of three units (i.e
- Telephone, Completion & Special Project) at the Income Maintenance Administration (IMA) Change Center
- Daily responsibilities included: Distribution of assignments along with issuing the due date for completion, the review and final authorization of case actions (i.e
- Temporary Assistance for Needy Families and Food Stamps sanctions and cancellations, income & address changes, notice releases adding newborns, COLA reports, program closures, etc.)
- Monitored, reviewed, and approved employees ‘Time and Attendance
- Initiated disciplinary action when warranted and completed annual employee evaluation reviews
- Assisted the Social Services Representatives with Policy & Teloquent interchange system/computer issues, answered questions, and provided corrective action when necessary
- Completed other duties as assigned by the Section Chief and was responsible for the completion of monthly reports
- Was available to my subordinates at all times, assisting with agency matters and other issues
- Communicated with customers and outside entities when needed.
Social Services Representative
District of Columbia Government, Department of Human Services
Washington, DC
03.1999 - 04.2005
- Primary responsibilities consisted of the intake and/or recertification of customers for the Temporary Assistance for Needy Families (TANF), Food Stamps, and Medical Assistance programs according to Federal Regulations and/or Income Maintenance Administration (IMA) policies and procedures
- Provided information to customers while also establishing eligibility criteria and conducted one on one interviews to ensure entitled benefits were received promptly
- All reported changes were acted upon and the initiation of payments, terminations, and investigations when necessary
- Interacted with outside entities to ensure that the customers' needs were being assessed in a well-rounded fashion and served in an advisory capacity in the area of outreach services to inform the customers of new and existing programs relevant to their needs
- Functioned in the capacity of a ‘Front Line’ Social Services Representative (SSR) at the Congress Heights Service Center and a Specialized Worker at the IMA Change Center; responsible for processing daily changes for customers, who participated in IMA’s public assistance programs
- While at the Change Center, operated the Teloquent Interchange System simultaneously with the use of multiple computer applications while assisting customers via telephone with reported changes.
Education
Master of Science in Information Systems -
Strayer University-Virginia
06.2003
B.A. in Sociology -
University of Maine
05.1996
Skills
- Complaint Handling
- Customer Retention Strategies
- Strong Interpersonal Skills
- Quality Assurance Standards
- Customer Service
- Customer Retention
- Computer Skills
- Documentation and Reporting
- Technical Support
- Handling Customer Complaints
- Technical Knowledge
- Strong Work Ethic
- Team Collaboration
- Tech-Savvy
- Multitasking and Organization
- Call Center Operations
- Customer Consulting
- Excellent Communication
- Records Maintenance
- Records Oversight
- Complaint Resolution
- Attention to Detail
- Conflict Resolution
- Customer Relationship Management
- Listening Skills
Languages
French
Native/ Bilingual
Haitian Creole
Native/ Bilingual
Accomplishments
- United States Department of Agriculture Certificate of Appreciation at the 2007 "Payment Accuracy" MaPat Conference
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sr HR Service Center Specialist
WellSpan Health
06.2022 - 10.2023
Day Trader & E-commerce Seller/Entrepreneur
Self-Employed
10.2017 - 05.2022
Subject Matter Expert (SME)/Trainer
District of Columbia Access System (DCAS) Project
12.2015 - 02.2017
Policy Analyst
District of Columbia Government, Department of Human Services
11.2014 - 07.2017
Supervisory Social Services Representative/Policy Analyst
District of Columbia Government, Department of Human Services
01.2010 - 11.2014
Acting Section Chief
District of Columbia Government, Department of Human Services
01.2007 - 01.2010
Supervisory Social Services Representative
District of Columbia Government, Department of Human Services
05.2005 - 01.2007
Social Services Representative
District of Columbia Government, Department of Human Services
03.1999 - 04.2005
Master of Science in Information Systems -
Strayer University-Virginia
B.A. in Sociology -
University of Maine
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