SHARI SIMMONS
Suffolk,VA
Summary
Public service professional with expertise in case management, eligibility determination, and policy interpretation within regulated environments. Proficient in conducting assessments, maintaining records, and ensuring compliance with federal, state, and local guidelines. Recognized for exceptional customer service, attention to detail, and collaborative teamwork to enhance service delivery and operational efficiency. Currently pursuing HR and human services credentialing.
Overview
13
13
years of professional experience
Work History
Crisis Coordinator
HER Shelter
Suffolk, VA
01.2025 - Current
- Conduct client interviews and needs assessments, explaining available programs, services, rights, and responsibilities in clear, trauma-informed language.
- Perform case coordination and intake support for individuals seeking assistance, ensuring information collected is accurate, complete, and documented in compliance with organizational and regulatory requirements.
- Monitored case activity and identified changes in client circumstances.
- Identify inconsistencies, safety concerns, or potential policy violations and follow established procedures for reporting and documentation.
- Maintained confidential client files and detailed records, prepared audit-ready documentation, and ensured data integrity across reporting systems to support compliance and effective service delivery.
- Collaborated with cross-functional teams and community agencies to enhance service delivery, resolve issues, and support operational planning initiatives.
- Supervise and support part-time staff by assigning work, monitoring performance, and reinforcing adherence to policies, procedures, and safety protocols.
Senior Order Management Specialist
Cox Communications
Remote, VA
01.2022 - Current
- Managed high-volume caseload, verifying information and ensuring documentation accuracy to facilitate efficient order processing.
- Resolve escalated cases by reviewing records, identifying discrepancies, and making data-driven decisions, resulting in faster resolution and improved customer outcomes.
- Interpret and apply complex policies and procedures to determine appropriate resolutions, demonstrating skills directly transferable to eligibility rules and benefit determination environments.
- Trained and mentored team members on procedures, documentation standards, and compliance requirements, promoting consistency and quality in operations.
- Prepared detailed reports and maintained audit-quality records, enabling leadership review and supporting quality assurance initiatives.
Collections Specialist
Cox Communications
01.2019 - 01.2022
- Conducted detailed data reviews to ensure accuracy and completeness of records, identifying trends and issues for timely corrective action.
- Reviewed client accounts to ensure compliance with applicable regulations and internal policies, maintaining strict confidentiality standards.
- Documented procedures and contributed to staff training materials for process improvement initiatives, enhancing team knowledge and compliance.
Executive Escalation Specialist
Cox Communications
01.2013 - 01.2018
- Conducted in-depth case reviews for high-priority escalations, enhancing resolution accuracy through advanced interviewing, documentation, and policy interpretation skills.
- Evaluated complex situations, clarified decisions, and ensured outcomes aligned with established guidelines and client rights, reinforcing compliance and client trust.
- Documented findings and resolutions to facilitate continuous improvement and mitigate risks, contributing to enhanced operational standards.
Education
Bachelor of Science - Business Management
University of Phoenix
Phoenix, AZ10-2025
Associate of Arts - Business Fundamentals
University of Phoenix
Phoenix, AZ09-2024
Skills
- Eligibility Determination Support
- Case Management & Documentation
- Client Interviews & Assessments
- Policy Interpretation & Compliance
- Benefits program support
- Fraud Identification & Referral
- Audit documentation
- Automated case systems
- Confidential Records Management
- Customer service resolution
- Team collaboration
Professional Development And Certifications
- Certificate of Completion, HRCI PHR Certification Preparation
- Certificate of Completion, Introduction to the PHR Exam
- Certificate of Completion, SQL for Finance: Income Statement Project
Timeline
Crisis Coordinator
HER Shelter
01.2025 - Current
Senior Order Management Specialist
Cox Communications
01.2022 - Current
Collections Specialist
Cox Communications
01.2019 - 01.2022
Executive Escalation Specialist
Cox Communications
01.2013 - 01.2018
Bachelor of Science - Business Management
University of Phoenix
Associate of Arts - Business Fundamentals
University of Phoenix