Sandra Amaya

My role involves developing a data strategy to inform programmatic efforts, coordinating specialized research projects, directing monitoring operations, and overseeing the development, preparation, and approval of written data, technology, and evaluation handbooks, research projects, updates, reports, legislative analyses, training materials, and other documents. In addition, I oversaw the quality of deliverables and activities of non-financial contractors, conducted surveys, inspections, and reviews to determine compliance with certification requirements, determined program statistics and trends, and developed effective techniques for evaluating area deliverables and projects. I design, develop, maintain, and test the agency Customer Relations Management (CRM) system, SharePoint, and other applications, monitor system performance, develop data monitoring tools and processes, and assist in the collection, organization, analysis, and preparation of materials. I consult with public and private agencies to resolve problems, identify training needs, and discuss program effectiveness. I also assist in the development, preparation, and monitoring of written data analyses, handbooks, research projects, training materials, and other documents.

I manage, monitor, and develop staff individual/unit performance plans through conferences, mentoring, training, and performance appraisals, using the BIS tools. I performed observations and evaluations on staff. I conduct individual meetings, as well as staff meetings. I multitask throughout the day to work efficiently. I prepare management reports, analyze information to keep the Program Manager informed, and respond to issues in a timely manner. I plan, organize, prioritize, coordinate, and monitor service delivery in the assigned area to ensure effective and efficient program operations. Interpret policies, procedures, rules, regulations, or standards to others, for example, staff, applicants, clients, providers, vendors, the public, and public officials. Analyze and effectively redistribute the workload to have a positive impact on timeliness, accuracy, and meeting program goals and expectations. Experience in leading and motivating staff of varied skill levels. I have good oral and written skills. Knowledge required for documenting coaching notes, meeting notes, and adverse actions. Ability to respond to and resolve client inquiries and complaints. Assertiveness is needed to manage a team of staff to effectively, efficiently, and consistently meet high production expectations. Develop and maintain working relationships at levels both within the agency and outside. I use the Eligibility Workload Management System (EWMS), along with the TIERS portal, to aid in programs such as SNAP, TANF, and Medicaid assistance. The ability to use the TLM portal for the play of the day. I use CAPPS, HHS Enterprise Portal for New Hires, and staff management. Lastly, I use our Paper Performance Manager (PPM) for following staff coaching, developing, counseling, mentoring, and staffing. I work on many additional assignments as needed. I worked beyond the normal hours of operation, as needed.

I supervised all employees in every phase of product preparation and guest services. Hired staff and provided ongoing cross-training in each department. Monitored and evaluated the performance of the entire staff. Motivated employees are encouraged to achieve maximum efficiency. Managed all the opening and closing duties, including balancing registers daily. Scheduled day-to-day staffing. Tracked and monitored inventories. Maintained superior product quality. Exceeded expectations while providing excellent customer service. The ability to communicate orally and in writing has been achieved, and sales goals have been exceeded as the leader and mentor of the staff. Created and maintained a positive work environment. Conducted staff meetings, training sessions, and presentations. I worked under the direction of the owner. I worked beyond the normal hours of operation, as needed.

I demonstrated unrelenting guest attention and good interpersonal skills, including the ability to engage, empower, and motivate the team, and communicate effectively in both oral and written forms. Having the capacity to assign duties, express clear expectations, supervise others' work, and manage performance. I am well-organized and resourceful, able to manage various priorities, and have excellent follow-up skills. Possessing great problem-solving skills, including the ability to effectively assess situations, identify concerns, generate potential solutions, and take appropriate action. Demonstrating high learning agility, and a desire to grow and succeed.

I assisted the supervisor in unit administration and the interpretation of policies for staff and clients. I served as the team lead responsible for mentoring and training staff, which includes providing direction, support, and feedback. I served as the acting supervisor in the unit in the supervisor's absence. I conducted the staff meeting, huddles, and headed presentations. Completed unit reports, special narratives, or statistical reports, and responded to client complaints in a timely manner. Performed case reading functions to determine the validity and accuracy of eligibility determinations made by other staff. Initiated, monitored, and managed service improvement projects, and reports on activities. I interviewed clients, verified financial and other information, and determined eligibility for SNAP, TANF, and Medicaid programs. I processed changes to client status, overpayments, and adjusted or restored benefits. I explained the programs and benefits to clients. Reviewed suspected fraud cases, and made referrals to investigators. Also performed other duties as requested by the supervisor and/or Program Manager. I worked under limited supervision, with considerable use of my independent judgment. I multitasked daily to work efficiently, perform, and meet high production expectations. I also conducted coaching when delinquencies occurred, and I initiated PPM procedures when needed in the absence of a supervisor. Lastly, I held mini training sessions according to unit needs, such as Medical Deductions, Sponsorship of Aliens, or Self-Employment. I worked beyond the normal hours of operation, as needed.

My current job duty is to conduct First Contact Resolution, following the BPR principles. I follow policy for all programs, such as SNAP, TANF, and Medicaid, ensuring that I attempt to make collateral calls, conference calls, use all resources, explain the mobile app, and apply first contact resolution. I review the EOPM and follow the process in place. I interview families daily and determine their eligibility based on the application of the program applied. I gather and key as I go to enter information in the TIERS LUW; I ensure that the information documented and gathered is accurate. I refer any clients to fraud when a discrepancy has been identified in the case, following the policy guidelines set for the program applied. I use all state equipment, such as Outlook, Microsoft Word, Excel, Data Broker, TWC, SAVE, EWMS, TIERS, and the TLM portal. I communicate with all families in both English and Spanish, and relate all information pertaining to their case. I communicate in a professional manner with my coworkers, supervisor, and other employees in the agency. I have good oral and written skills. I can determine budgets based on income information gathered and ensure that it is accurate in the TIERS system. I multitask and complete all assignments within the period specified by management and the state office. I can work in a stressful working environment, attend work on a regular basis, and work beyond the normal hours of operation as needed. I worked additional assigned duties, as requested.

I am familiar with office practices, agency rules, and departmental policies and procedures specific to my assigned field. The ability to keep client file records current and immediately accessible to eligibility workers. I performed great customer service. I sort and distribute incoming mail, and prepare outbound mail, such as envelopes and packages. Answering the phone to book appointments, or route calls to appropriate colleagues. Utilize office equipment, such as copiers, printers, phones, and computers. I used Microsoft processing programs such as Excel, Word, PowerPoint, and Outlook. I have strong verbal and written communication skills. Alongside strong organizational and multitasking skills. I understand and follow both oral and written instructions. I make decisions based on agency rules and regulations. I work on other assignments as requested. I worked beyond the normal hours of operation, as needed.