Sonya Jackson
Minden
Summary
Senior DC Project Delivery Senior Analyst with Deloitte, skilled in business process reengineering and stakeholder communication. Proven track record in enhancing operational efficiency and developing tailored support strategies for veterans. Adept at utilizing JIRA for defect tracking while delivering quality customer service and fostering team collaboration.
Overview
25
25
years of professional experience
Work History
DC Project Delivery Senior Analyst
VA MDE/Deloitte
09.2024 - 04.2025
- Crafted actionable plans detailing necessary steps and resources to address veterans' requirements.
- Coordinated services among healthcare providers to ensure seamless support for veterans.
- Evaluated veterans' needs to develop tailored support strategies.
- Defined and documented business functions, workflows, and processes across multiple state healthcare systems to enhance modernization and operational efficiency.
- Analyzed and documented integration of legacy systems with new digital solutions alongside state agencies to facilitate modernization.
- Identified operational inefficiencies and recommended enhancements through participation in business process reengineering initiatives.
- Scheduled and led meetings and training sessions for cross-functional stakeholders, including state agencies and technical teams.
DC Project Delivery Senior Analyst
Deloitte/State of Tennessee
12.2021 - 09.2024
- Led the Eligibility Team and Reports Team in managing submission workflows effectively.
- Defined and documented business functions, workflows, and standard operating procedures, improving clarity across several state-led eligibility systems.
- Gathered, analyzed, and documented business requirements to guide system enhancements and process improvements.
- Consulted with management and operational staff to understand needs, identify gaps, and align solutions with business objectives.
- Resolved case escalations efficiently to maintain workflow integrity.
- Led Appeals and Hearing Tracker, ensuring timely updates and accurate communication with DHS stakeholders.
- Created and documented test scenarios, cases, and steps for the federal critical Employee Benefit Management System (EBMS).
- Optimized existing test cases to maximize the effectiveness of manual software testing through consistent and thorough approaches.
- Identified and tracked defects using JIRA, collaborating with developers to resolve issues by conducting additional tests.
- Trained Eligibility Specialists, Field Supervisors, and Eligibility Assistants on the EBMS.
- Assisted in training new contractors on the EBMS system, facilitating smooth onboarding.
- Provided Virtual Site Support for EBMS users in the State of Tennessee, ensuring user proficiency.
Site Support, Business Operations, Systems Operations, Learning Management Consultant
Deloitte/State of Oregon
10.2020 - 07.2021
- Hosted webinar training sessions via Zoom, attracting over 200 virtual attendees per session.
- Served as the principal content creator for post-training curriculum development and self-study modules.
- Collaborated with management to assess current operational procedures, business objectives, and propose optimized workflows.
- Conducted business process analysis, developed test cases, and created work item requests to support system enhancements and improve processes.
- Evaluated data and produced reports to support decision-making and monitor project progression.
- Analyzed system migration and content workflows, including indexing and document tracking systems, to streamline operations.
- Assisted eligibility workers with functionality of Oregon One System, enhancing their understanding of benefit processing.
- Processed change requests submitted by State of Oregon clients to ensure their requirements were met.
- Created and documented various test cases and work item requests.
Field Support
Deloitte/State of LA
SHREVEPORT, LAFAYETTE, LAKE CHARLES, BATON ROUGE
11.2018 - 02.2019
- Delivered virtual field support and one-on-one assistance to LaMeds supervisors and analysts, resolving issues and improving operational efficiency.
- Facilitated instructor-led training for LaMeds Project, achieving effective learning outcomes through tailored content and engagement.
- Educated learners via system demonstrations and hands-on practice in computer-based environments, enhancing understanding and application.
- Acted as a subject matter expert on system functionality, providing onsite support coverage across multiple regions.
- Conducted training and field support sessions across diverse locations to enhance team performance.
- Assisted in curriculum design updates for future training classes.
- Troubleshot, logged, and escalated issues through appropriate channels, including Ivanti, JIRA, and training policy.
Field Support
Deloitte/State of OH
Columbus
07.2018 - 11.2018
- Delivered onsite support across multiple counties, ensuring timely and effective assistance.
- Supported eligibility caseworkers with one-on-one assistance, leading to improved case handling.
- Facilitated instructor-led training for the Ohio Benefits System project.
- Trained learners using system demonstrations and hands-on guided practice in a computer lab setting.
- Acted as a subject matter expert on system functionality for SNAP, TANF, and Medicaid programs.
- Updated curriculum design for training initiatives, enhancing relevance and effectiveness.
- Ensured timely updates to the Appeals and Hearing Tracker daily, maintaining operational integrity.
- Updated the Appeals and Hearing Tracker and communicated with DHS upon completion of AH inquiries, ensuring data accuracy.
- Acted as a point of contact for team members regarding inquiries about the AH processes, escalated issues as necessary.
- Collaborated with Accenture teams on related projects.
Field Support
Deloitte/State of GA
Atlanta
06.2017 - 10.2017
- Served as subject matter expert on system functionality, delivering onsite support across multiple counties to resolve user issues.
- Offered virtual field support and individualized assistance to DFACS supervisors.
- Facilitated instructor-led training for Georgia Integrated Eligibility System project, enhancing learner comprehension and application.
- Trained learners using system demonstrations and hands-on guided practice in computer lab settings.
- Updated curriculum design for future training classes, aligning content with user needs and system updates.
Texas Works Advisor III OJT Unit
State of TX - Health and Human Services Commission
Dallas
07.2013 - 03.2017
- Determined eligibility for SNAP, Medicaid, and TANF, applying thorough policy knowledge.
- Trained new hires on SNAP and Medicaid policy, TIERS functionality, and client interviewing techniques.
- Educated new hires on Business Process Redesign and the Eligibility Workload Management System to improve efficiency.
- Reviewed cases for errors, ensuring accuracy and delivering constructive feedback to trainees.
- Ensured trainees adhered to policy standards while working cases, fostering compliance and accuracy.
- Provided analytical guidance to HHS agencies regarding policies and procedures pertinent to eligibility determination for Medicaid, CHIP, TANF, SNAP, and MEPD.
- Facilitated efficient processing of DG003 reports to maintain compliance with deadlines and improve workflow.
- Compiled Delinquency Reports to identify root causes of delays in case processing, facilitating timely resolutions.
- Reviewed cases at the second level, ensuring compliance with policy during EDG override approvals.
- Served as acting supervisor regularly, overseeing unit operations and performance.
- Evaluated trainee performance regularly, offering constructive feedback to enhance learning and development.
Texas Works Advisor III
State of TX - Health and Human Services Commission
Dallas
10.2011 - 06.2013
- Interviewed clients to determine eligibility for SNAP, Medicaid, and TANF, utilizing effective communication skills.
- Resolved client inquiries and complaints, enhancing client satisfaction and service quality.
- Managed documentation for advisors appearing on delinquency reports without valid exceptions, ensuring compliance and accountability.
- Compiled Delinquency Reports to track case timelines and proactively address delays.
- Assumed supervisory responsibilities in the absence of the unit supervisor, ensuring continuity of operations.
- Mentored Texas Works Advisors, fostering professional development and improving team performance.
- Participated in the Electronic Benefit Card Security Plan team, contributing to enhanced security procedures.
Texas Works Advisor II
State of TX - Health and Human Services
Mesquite
07.2011 - 09.2011
- Conducted client interviews to assess eligibility for SNAP, Medicaid, and TANF.
- Determined eligibility for SNAP, Medicaid, and TANF programs.
- Conducted 20 daily desk reviews, enhancing case accuracy and ensuring regulatory compliance.
- Troubleshot case complexities effectively, ensuring timely resolution.
- Resolved client complaints and issues diplomatically, preserving service quality and client satisfaction.
- Assisted Texas Works Advisors and Supervisors with TIERS issues, providing technical guidance.
- Managed client communications through multi-line phone system, facilitating efficient information exchange.
Texas Works Advisor II
State of TX - Texas Health and Human Services
Carthage
12.2008 - 06.2011
- Conducted client interviews to assess eligibility for SNAP, Medicaid, and TANF, utilizing effective techniques to gather accurate information.
- Oversaw filing and scheduling of client interviews to streamline operations and optimize service flow.
- Assisted newly hired Texas Works Advisors with training support and knowledge transfer.
- Addressed client complaints to enhance service delivery and maintain client satisfaction.
- Provided front desk services, managing inquiries and directing clients appropriately.
- Operated a multi-line phone system for efficient communication handling.
Texas Works Advisor I
State of TX - Texas Department of Human Services
San Augustine
11.2004 - 11.2008
- Interviewed clients to determine eligibility for SNAP, Medicaid, and TANF, applying detailed knowledge of program requirements.
- Issued EBT cards and resolved client complaints to enhance client satisfaction and service continuity.
- Data-entered client information accurately into the system, supporting effective tracking and compliance with program requirements.
- Utilized Microsoft Office and Excel for documentation and reporting tasks.
- Operated multi-line phone system, managing incoming and outgoing calls to support client needs and program efficiency.
Texas Works Advisor I
State of TX - Texas Department of Human Service
Garland
09.2000 - 11.2004
- Determined eligibility for Food Stamps, Medicaid, and TANF, ensuring compliance with regulatory standards.
- Conducted client interviews for Food Stamps, Medicaid, and TANF to assess needs and determine eligibility.
- Mentored new hires by training on eligible programs and operational procedures, enhancing team readiness.
- Resolved client inquiries and complaints promptly and accurately, improving client satisfaction.
- Operated a multi-line phone system, managing communications effectively and professionally.
Education
Bachelor of Arts - Secondary Education
Texas Woman's University
Denton05.1996
Skills
- Requirements documentation
- Process reengineering
- SOP development
- Document management systems
- eDocument management
- Jira and SQL proficiency
- SharePoint expertise
- Project tracking systems
- Microsoft Office
- Legal compliance knowledge
- Troubleshooting analysis
- Workload prioritization
- Organizational skills
- Meeting coordination
- Customer service strategies
References
- Morgan Clark, Senior Consultant, Deloitte, moclark@deloitte.com
- Michael Haley, HC Training, Design and Delivery Solution Specialist, Deloitte, mhaley@deloitte.com
Languages
English
Timeline
DC Project Delivery Senior Analyst
VA MDE/Deloitte
09.2024 - 04.2025
DC Project Delivery Senior Analyst
Deloitte/State of Tennessee
12.2021 - 09.2024
Site Support, Business Operations, Systems Operations, Learning Management Consultant
Deloitte/State of Oregon
10.2020 - 07.2021
Field Support
Deloitte/State of LA
11.2018 - 02.2019
Field Support
Deloitte/State of OH
07.2018 - 11.2018
Field Support
Deloitte/State of GA
06.2017 - 10.2017
Texas Works Advisor III OJT Unit
State of TX - Health and Human Services Commission
07.2013 - 03.2017
Texas Works Advisor III
State of TX - Health and Human Services Commission
10.2011 - 06.2013
Texas Works Advisor II
State of TX - Health and Human Services
07.2011 - 09.2011
Texas Works Advisor II
State of TX - Texas Health and Human Services
12.2008 - 06.2011
Texas Works Advisor I
State of TX - Texas Department of Human Services
11.2004 - 11.2008
Texas Works Advisor I
State of TX - Texas Department of Human Service
09.2000 - 11.2004
Bachelor of Arts - Secondary Education
Texas Woman's University