Tahesha Cook
Dallas,GA
Summary
Scholarship Administration Specialist with 5+years of exceptional case management, advocacy, and conflict resolution skills. Demonstrated impeccable history of reviewing, analyzing, and evaluating data to determine eligibility for childcare benefits. Well versed in policy and processes to understand final determinations.
Overview
8
8
years of professional experience
Work History
Scholarship Administration Interim Manager
Department Of Early Care And Learning
03.2023 - Current
- Oversee and manage staff of 12 virtually.
- Providing approachable atmosphere for staff.
- Pulling and monitoring daily productivity reports.
- Coordinated services with other agencies, community-based organizations, and other professionals to provide useful services to our families.
- Developed and implemented comprehensive case management goals to assist new and existing staff.
- Assist parents with navigating Gateway and provided other resources when needed.
- Answered customer questions and provided immediate assistance to deliver exemplary service.
- Manage Caps escalation inbox during rotation.
- Monitored staff performance daily to ensure we maintain our daily goals.
- Developed and implemented training for new onboarding staff.
- Implemented strategies to increase staff performance as needed.
- Analyzed trends and data to inform decision-making and program development.
- One on one coaching when staff fail to meet program productivity requirements.
- Issued disciplinary action to staff who fell below work performance on a consistent basis.
- Providing over shoulder virtual support to staff needed extra guidance.
- Review and follow up on constituent services by due date.
- Educate staff on application processing errors when identified.
- Implementing and conducting biweekly huddles with staff.
- Attending biweekly managers meetings.
- Reviewing weekly timesheets.
- Maintained professional demeanor by staying calm when addressing unhappy parents during constituent concerns.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Answered customer questions and provided immediate assistance to deliver exemplary service
- Monitored working environment, making sure it was always safe, positive setting for all employees
Scholarship Administration Coordinator
Department Of Early Care And Learning
03.2020 - 03.2023
- Processing case load of 10 applications per month.
- Interviewing families to determine if families meet CAPS eligibility process.
- Managed Essential Services project during COVID with a team of 19 staff along side another leadership team member.
- Assisted management with special projects by task deadline.
- Answered phone calls and responded to inquiries from parents, vendors and other external contacts.
- Trained new onboarding staff on policy, practice, and procedure.
- Coordinating goal setter for new and existing staff who may have difficulty with case management.
- Keeping staff updated on new changes regarding policy and intake process.
- Initiating quality reviews and calls each month on staff performance.
- Providing one on one coaching sessions for staff who do not meet their weekly productivity goals.
- Managing supervisor voicemail box.
- Submitting weekly data trend report, which consist of staff productivity.
- Leading and organizing Coordinator monthly huddles
- Supporting staff with questions or concerns pertaining to processing applications.
Scholarship Administration Interim Manager
Department of Early Care and Learning
10.2019 - 03.2020
- Managed temporary staff in office setting.
- Monitored weekly production and balanced staff workload.
- Reassignment of applications based on staff needs.
- Provided tools tips to staff on how to manage their workload when productivity fell below CAPS standards.
- Over the shoulder support to team as needed
- Scanning documents submitted by Parental Authority into the WebCenter Enterprise Capture (WEC)
- Verify documents have been submitted by utilizing the Gateway system to search documents or Universal Content Management System (UCM).
- Provided constructive feedback to staff, which improved morale amongst the team.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored staff performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive staff productivity.
- Established performance goals for staff and provided feedback on methods for reaching those goals.
- Answered customer questions and provided immediate assistance to deliver exemplary service.
Scholarship Administration Coordinator
Department of Early Care and Learning
02.2018 - 10.2019
- Trained new onboarding staff on our policy, practice, and procedure
- Coordinating goal setter for new and existing staff who may have difficulty with case management
- Keeping staff updated on new changes regarding policy and intake process
- Initiating quality reviews on staff performance and their productivity
- Providing one on one coaching sessions for staff who do not meet their weekly productivity goals
- Managing supervisor voicemail box
- Submitting weekly data trend report, which consists of staff productivity
- Supporting staff with questions or concerns pertaining to processing applications
- Managing CAPS escalation inbox and customer concerns
- Working on special projects which consist of Grant transition, Quality Rated and Georgia Pre-K programs
- A subject matter expert (SME) for Deloitte during DECAL transition
- This included assisting staff as a Gateway over the shoulder support consultant
- Determined eligibility on families who did or did not meet eligibility requirements
- Which consist of verifying documents, screening, and processing
- Educating parents on Quality Rated childcare and how to search for a childcare provider via website
- Offering resources to families who did not meet eligibility requirements
- Educating families who have existing case on how to complete their redetermination
- Educating parents on transition of Childcare from DHS to DECAL
- Providing exceptional customer support to parents who have questions/concerns regarding their application or existing Childcare
- Completing provider changes for families needing to change their child from one childcare center to another
- Implementing new and upcoming ideas on how to bridge the gap within CAPS unit
- Assisted management with special projects to complete all tasks by deadlines
Scholarship Administration Specialist
Department of Early Care and Learning
06.2017 - 02.2018
- Assisting and managing eligibility process for families who are needing assistance
- Educating families who have existing care on how to complete their redetermination
- Educating parents on transition of Childcare from DHS to DECAL
- Communicated with clients' references, such as employers, education institutions and third-party entities, to verify self-reported responses
- Assisting with CAPS Support concerns
- Providing accurate and prompt assistance on each case accordingly
- Providing exceptional customer support to parents who may call with a concern regarding their existing Childcare
- Implementing new and upcoming ideas on how to bridge the gap between Families transitioning from Department of Human Services to Decal
- Assisting new and existing staff with over shoulder support for Deloitte Gateway
- Providing leadership skills to team on processing cases and how to manage their case load
- Offering one on one training with new staff to ensure accuracy with processing cases
- Scanning documents submitted by Parental Authority into the WebCenter Enterprise Capture (WEC)
- Verify documents have been submitted by utilizing Gateway system to search documents or Universal Content Management System (UCM).
Childcare Case Manager
Department of Family and Children Services
06.2015 - 06.2017
- Assisting and managing eligibility and recertification process for families who need assistance with childcare
- Planning and organizing heavy caseload, ensuring accuracy levels are maintained and cases are completed within specific time frame
- Maintaining multiple files through updating and review; documenting all communications as well as any contact with Parental Authority for over 300 plus families
- Reviewing and verifying documents to determine if parents meet eligibility process
- Face to face contact with families to explain eligibility process
- Adhere to policy and procedures implemented by GA Decal Bright from the start
- Educate families on how subsidy amount and weekly parent responsibility fee reflects on their scholarship
- Ensure that applications as redeterminations stay within SOP (Standard of Promptness) of process expiration
- Processed claims for individuals and providers who have financial discrepancies
- Served as acting supervisor (Lead) in absence of site supervisor
- Attended and assisted with TANF orientations
- Certified in HIPAA training, understanding the importance of HIPAA law
- Scanning all documents submitted by Parental Authority into Oracle Distributed Document Capture
- (ODDC) Verify documents have been submitted by utilizing Universal Content Management System (UCM) to check for accuracy
- Attended Fair Hearings in court appearances.
Education
Associate of Science -
Colorado Technical University
Colorado Springs, CO01.2017
Cosmetology License -
Vogue Beauty School
Cartersville, GA01.2006
Medical Assistant -
Medix College
Marietta, GA01.2000
Skills
- Case Management
- Policies and Procedure Implementation
- Case Files Management
- Program Coordination
- Database Management
- State & Federal Regulations
- Planning & Scheduling
- Workflow Prioritization
- Reports Generation
- Data Analytics
- Follow-up & Progress Tracking
- Proficient in coordinating with internal and external stakeholders through verbal and written communication
- Instrumental in staying calm under high-pressure situations while effectively resolving problems
- Knowledgeable in managing, updating, and retrieving information from database solutions following HIPAA regulations
Leadership
Inspires, influences, and guides others toward goal accomplishments; coaches, mentors, and encourages others to maximize potential; adjusts leadership styles to support a diverse workforce; models high standards of honesty, integrity, trust, openness, and respect for individuals by applying these values to daily behaviors.
References
Available upon request.
Timeline
Scholarship Administration Interim Manager
Department Of Early Care And Learning
03.2023 - Current
Scholarship Administration Coordinator
Department Of Early Care And Learning
03.2020 - 03.2023
Scholarship Administration Interim Manager
Department of Early Care and Learning
10.2019 - 03.2020
Scholarship Administration Coordinator
Department of Early Care and Learning
02.2018 - 10.2019
Scholarship Administration Specialist
Department of Early Care and Learning
06.2017 - 02.2018
Childcare Case Manager
Department of Family and Children Services
06.2015 - 06.2017
Associate of Science -
Colorado Technical University
Cosmetology License -
Vogue Beauty School
Medical Assistant -
Medix College
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