TeShauna J. Higgins
Houston,Texas
Summary
Performance Manager with a proven track record of driving productivity and ensuring efficient task completion. Expertise in data analysis, performance metric development, and process optimization to boost organizational efficiency. Strong communication, leadership, and problem-solving skills contribute to achieving goals and enhancing team performance.
Overview
19
19
years of professional experience
Work History
Quality Assurance and Performance Manager
Equus Workforce Solutions
Houston, TX
03.2023 - 09.2025
- Oversaw performance and compliance for operations across three Career Office locations, leading a team of three analysts to evaluate and improve workforce effectiveness across multiple client accounts.
- Coordinated the development and implementation of quality standards, auditing processes, and corrective action plans/SOPs for large-scale workforce operations.
- Collaborated with department heads to define key performance indicators and benchmarks, ensuring alignment with organizational goals and funding requirements.
- Drove continuous improvement initiatives across Workforce Solutions processes, resulting in a 90% improvement across program participation, customer satisfaction, compliance, accuracy, and employment outcomes.
- Developed and presented projections to support high-level decision-making and ensure program outcomes met projected benchmarks and compliance with state and federal guidelines.
- Managed daily quality assurance operations, ensuring consistent service delivery for programs in alignment with HGAC requirements, effectively mitigating compliance risk.
Lead Quality Assurance Analyst and EO Officer
Equus Workforce Solutions
Houston, TX
01.2022 - 02.2023
- Led the quality assurance process, writing, reviewing, and updating quality improvement plans to ensure all customer-facing and internal processes met defined standards.
- Analyzed complex workflows and recommended improvements to enhance efficiency, reduce errors, and improve overall service delivery quality.
- Managed compliance projects related to federal, state, and local equal opportunity laws. Developed, implemented, and enforced EO policies and procedures.
- Provided guidance and training to team members to elevate quality standards, and ensure consistent performance across projects.
Internal Quality Assurance Analyst/Board Monitor
Equus Workforce Solutions
Houston, TX
01.2018 - 01.2022
- Conducted quality assurance assessments and audits on service delivery, utilizing performance metrics, and KPIs to identify process improvement opportunities.
- Generated and maintained comprehensive reports on quality metrics, trends, and performance results, providing actionable insights to senior management.
- Collaborated with cross-functional teams in regard to training and operations to develop and implement strategies for improving workflow and increasing efficiency.
Lead Financial Aid Specialist
Interfaith of the Woodlands & ResCare Workforce Solutions
12.2006 - 01.2018
- Led and supervised teams of specialists, ensuring effective operations and compliance with complex government regulations.
- Resolved escalated issues and complex case problems, ensuring timely service delivery, and high-level customer satisfaction.
- Reviewed and evaluated financial aid requests for compliance with regulations.
- Collaborated with staff to streamline financial aid processes and improve efficiency.
- Monitored changes in federal and state financial aid policies for updates.
Education
Bachelor of Science - Technical Management, Security Management
DeVry University Online
Addison, ILAddison, IL
Skills
- Quality assurance and compliance
- Workforce optimization
- Risk management
- Strategic planning
- Stakeholder engagement
- Performance analysis
- Customer focus
- Coaching and mentoring
- Process improvement
- Project leadership
- Cross-functional collaboration
- Effective communication
- Customer satisfaction strategies
- Analytical thinking
- Best practices implementation
- Training programs
- System integration testing
- Root-cause analysis
- QA reporting and resolution
- Quality management systems
- Continuous integration processes
- Functional testing approaches
- Call monitoring and review
- Data interpretation and collection
- Policy development strategies
- Operational efficiency
References
References available upon request.
Timeline
Quality Assurance and Performance Manager
Equus Workforce Solutions
03.2023 - 09.2025
Lead Quality Assurance Analyst and EO Officer
Equus Workforce Solutions
01.2022 - 02.2023
Internal Quality Assurance Analyst/Board Monitor
Equus Workforce Solutions
01.2018 - 01.2022
Lead Financial Aid Specialist
Interfaith of the Woodlands & ResCare Workforce Solutions
12.2006 - 01.2018
Bachelor of Science - Technical Management, Security Management
DeVry University Online