Trina Taylor
Glenwood,IL
Summary
Highly organized and self-motivated professional experienced in program management, team development and process improvement. Skilled in developing and implementing strategies to increase efficiency and performance. Works well with diverse stakeholders to accomplish objectives, drive productivity, modernize functions and advance key agendas. Eager to apply expertise and strengths to new role with skills to contribute to improving program and operational integrity.
Overview
14
14
years of professional experience
Work History
Executive Deputy Director of Service Delivery
Illinois Department Of Employment Security
02.2015 - 07.2021
- Directed and coordinated performance of Illinois Unemployment Insurance and Employment Service programs, statewide operations for 5 regional offices, 19 local offices and 16 job service centers.
- Successfully turned mandates into actionable operational strategies.
- Determined agenda, developed plans and oversaw implementation of programs and updates.
- Analyzed and developed strategies for continuous process improvement and customer engagement by consulting with subject matter experts.
- Improved coordination and communications across organization to increase operational efficiency.
- Contributed to short- and long-term strategic planning and identified potential new markets and lines of business.
- Modernized operations with strategic process improvements.
- Delivered data outcomes to internal and external staff to drive continuous improvement .
Statewide Unemployment Insurance Program Manager
Illinois Department Of Employment Security
11.2012 - 02.2015
- Monitored administration of Unemployment Insurance Programs.
- Worked directly with statewide management team, on productivity strategies to accomplish challenging goals.
- Verified data integrity and accuracy with emphasis on program integrity and creating strategies to improve UI improper payment rate.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Served as member of National Association of State Workforce Agencies addressing common unemployment issues and concerns and to streamline policies on national level.
- Collaborated with Director's office to assess state progress and make adjustments.
- Responsible for prioritizing, developing, designing and deploying upgrades to Illinois Information Benefit System.
- Identified program obstacles and communicated possible impacts to team.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Established milestones and objectives based on input from functional areas and stakeholders.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
Public Service Administrator Quality Control Division
Illinois Department Of Employment Security
04.2007 - 11.2012
- Worked directly with U.S. Department of Labor and management team to improve acceptable level of performance for program activities.
- Develop strategies to reduce and eliminate waste, fraud and abuse within program.
- Monitored program performance and outcomes for successful delivery of services.
- Reported repeated issues to managers and other departments, collaborating to identify root causes and rectify problems.
- In collaboration with management team, developed and conducted training for regional and local office staff.
- Assisted with designing, developing, and testing applications updates for Illinois Benefits Information System.
- Inspected incoming and outgoing materials for accuracy and quality.
- Established and maintained relationships with key stakeholders.
Education
Bachelor of Arts - Psychology
DePaul University
Chicago, IL1993
Skills
- Program oversight
- Process improvements
- Performance management
- Unemployment Insurance laws
- Employee coaching
- Change management
- Team leadership
- Quality of service
- Service and application delivery
Timeline
Executive Deputy Director of Service Delivery
Illinois Department Of Employment Security
02.2015 - 07.2021
Statewide Unemployment Insurance Program Manager
Illinois Department Of Employment Security
11.2012 - 02.2015
Public Service Administrator Quality Control Division
Illinois Department Of Employment Security
04.2007 - 11.2012
Bachelor of Arts - Psychology
DePaul University
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