Tiffany Dugger-Scott
Clayton,NC
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Talented professional considered knowledgeable leader and dedicated problem solver. Brings 7 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
5
5
years of professional experience
Work History
Program Manager/Production Supervisor
Horne
09.2022 - 03.2024
- Monitoring Department of Mental Health, Department Of Health and Department of Human Services- CPS division to ensure that they are utilizing ARPA funds according to guidelines outlined in each of respective Senate Bills totaling $103,700,000.00
- Creating monitoring plans, checklists, internal standard operations procedure manuals and risk assessments to help aid in eligibility determination for each agency and their appropriated funds.
- Serves as production supervisor, conducts team meetings to collaborate on various processes, review tasks and program updates.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Managed team of 5 production associates, overseeing productive production processes and meeting all deadlines.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
Senior Associate
Horne - Hurricanes Matthew & Florence Disaster
03.2021 - 09.2022
- Served as team lead for 15 eligibility team members, completing quarterly assessments and giving guidance and support as team members navigate through their career journey at HORNE
- Collaborated with team leads and departments to help aid in successful movement of approximately 30 applications per week
- Responsible for gathering reports and data to ensure team is productive and meets goals
- Responsible for assessing files submitted by eligibility specialists for accuracy and confirming their compliance with program policy
- Collaborated with client to create Ineligible Standard Operations Policy manual that will allow proper guidance when applicant is ineligible.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Developed comprehensive training programs, resulting in improved employee skillsets and increased productivity.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
Associate
Horne - Hurricanes Matthew & Florence Disaster
11.2019 - 02.2021
- Served as eligibility team lead of 15 staff member's, conducted team meetings to review tasks and weekly goals set by client and Program Manager
- Reviewed applications and supporting documentation to determine if applicant was eligible or ineligible for program.
- Served as QC specialist and team lead for Eligibility Team, was responsible for educating other Eligibility Specialists on reviewing application process.
- Established relationship with various NC Tax Office representatives that provided deeds, tax bills, tax cards, and any additional government documentation to aid in processing of applications.
- Collaborated with client to execute Standard Operations Procedure Manual for Eligibility Department.
- Responsible for assessing files submitted by eligibility specialists for accuracy and confirming their compliance with program policy
- Led training sessions for new employees to ensure smooth integration into company culture and workflow.
- Implemented data-driven decision-making strategies, improving overall business performance.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
- Enhanced team productivity by streamlining communication and implementing efficient project management tools.
- Managed a diverse team of professionals, fostering an inclusive work environment that encouraged collaboration and innovation.
Quality Assurance Specialist
IEM- Innovative Emergency Management
05.2019 - 10.2019
- Reviewed approximately 35 applications a week for State of North Carolina Community Development Block Grant - Disaster Recovery (CDBG-DR) Program to ensure that all appropriate documents were submitted for review
- Assessed files submitted by eligibility specialists for accuracy and confirmed their compliance with program policy
- Summarized findings regarding whether applicant is either eligible or ineligible for disaster recovery assistance
- Conducted data review and followed standard practices to find solutions.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Fixed identified issues to increase productivity and boost workflows.
Eligibility Specialist
IEM- Innovative Emergency Management
03.2019 - 05.2019
- Reviewed approximately over 300 applications for State of North Carolina CDBG-DR recovery program to verify appropriate documents were submitted to obtain assistance
- Verified that all application forms were completed accurately and obtaining additional documentation that would support ownership of damaged property, including but not limited to deeds, tax records, utility bills, and DMV records.
- Facilitated smooth transitions between program stages by coordinating closely with internal departments and external partners as needed.
- Processed and certified documents for accuracy and compliance with government regulations.
- Streamlined application process for clients by implementing efficient case management techniques, improving overall service.
- Increased efficiency in review process by proactively identifying potential issues and developing actionable solutions.
Administrative Assistant
IEM, Innovative Emergency Management
01.2019 - 03.2019
- Skillfully managed wide range of office support tasks to assist Executive Director of Eligibility, Duplication of Benefits, and Quality Control
- Recorded meeting minutes and performed other tasks given by director as needed.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Managed filing system, entered data and completed other clerical tasks.
- Facilitated collaboration within team by organizing regular meetings, maintaining meeting minutes, and tracking project progress.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
Education
Project Management Certification -
Johnston Community College
Smithfield, NC09.2024
Associate of Arts - B-K5
Trinity College
Washington, DC05.2000
Skills
- Software Documentation
- Staff Training
- Emergency Response
- Good Judgment
- Training and Development
- Documentation proficiency
- Staff Management
- Performance Evaluations
- Employee Coaching and Mentoring
- Work Delegation
- Performance Tracking and Evaluation
- Team leadership and direction
Timeline
Program Manager/Production Supervisor
Horne
09.2022 - 03.2024
Senior Associate
Horne - Hurricanes Matthew & Florence Disaster
03.2021 - 09.2022
Associate
Horne - Hurricanes Matthew & Florence Disaster
11.2019 - 02.2021
Quality Assurance Specialist
IEM- Innovative Emergency Management
05.2019 - 10.2019
Eligibility Specialist
IEM- Innovative Emergency Management
03.2019 - 05.2019
Administrative Assistant
IEM, Innovative Emergency Management
01.2019 - 03.2019
Project Management Certification -
Johnston Community College
Associate of Arts - B-K5
Trinity College
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