Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Lean Sigma Six - Yellow Belt Certification
Timeline
Generic

Tracee Johnson

American Canyon

Summary

Operations Performance and Planning Supervisor with five years of leadership experience in benefit administration, project management, development of Key Performance Indicators, enhancement of workload assignment process, unit metric development, spearheading impactful departmental reorganization. Documented experience in executing strategic solutions to complex organizational challenges, maximizing productivity and cross-functional team collaboration.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Retirement Administration Benefits Supervisor II

University of California Office of the President
07.2023 - Current
  • Led the Member Record unit, reducing backlog by 75% through workload tracking and assignment implementation in one year.
  • Implemented resource utilization projects to boost morale and productivity in the Disability unit.
  • Established comprehensive metrics for performance evaluation, resulting in a 30% improvement in operational efficiency within 6 months.
  • Facilitated cross-departmental collaboration, leading to improved service delivery and a more cohesive team environment, enhancing overall performance.
  • Partnered with payroll departments to ensure accurate deductions related to employee contributions towards benefit plans.
  • Ensured compliance with state and federal laws governing employee benefit programs.
  • Led efforts in updating company policies surrounding leave requests, disability accommodations, and other benefits-related issues.
  • Streamlined benefits administration processes for increased efficiency and accuracy.
  • Kept programs in line with plan structure, company policy and legal requirements.

Eligibility Worker II

Santa Clara County Human Services Agency
01.2023 - 07.2023
  • Determine client eligibility for county-funded Government Assistance programs.
  • Calculate budgets and verify qualifying perimeters against County and State regulations and guidelines.
  • Participated in the latest state-wide operating system conversion, by providing analytics and troubleshooting techniques for operational purposes. Increased unit timeliness rate by 65% within 4 months of system rollout.
  • Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
  • Interviewed applicants and explained scope of different available benefits.
  • Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations.
  • Supported colleagues during periods of high workload volume by prioritizing tasks effectively and assisting with overflow case management duties when needed.
  • Demonstrated attention to detail when reviewing applications for accuracy, completeness, and adherence to guidelines.
  • Monitored caseloads closely to ensure timely action was taken on all pending applications according to agency guidelines.
  • Proactively identified potential fraud cases through diligent review of application materials and referral to appropriate channels for further investigation.
  • Streamlined application processing times by maintaining thorough knowledge of program rules, regulations, and requirements.

Eligibility Benefits Specialist Supervisor

County of Solano
08.2019 - 01.2023
  • Implemented a workload monitoring and assignment system that provided real-time visibility of processing time actuals and overall unit productivity.
  • Increased unit productivity by 80%, unit punctuality by 76%, and unit processing accuracy by 90% in one year.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Liaised with other social service providers as necessary in order to coordinate support efforts for mutual clients in need of multiple forms of assistance simultaneously.
  • Reduced errors in case management by consistently updating client information in the database system.
  • Collaborated with team members to ensure consistent delivery of services and optimal client outcomes.
  • Expedited case reviews by promptly responding to requests for additional information or documentation from supervisors or other agencies.
  • Increased efficiency within the department by creating detailed procedural manuals that outlined best practices for daily tasks such as interviewing clients, processing applications, and conducting follow-ups on cases under review.
  • Contributed to ongoing process improvement initiatives by providing valuable feedback on procedures and practices during team meetings and training sessions.
  • Established databases to track, analyze and automate eligibility application processes.
  • Trained staff on current eligibility requirements and policies.
  • Built relationships with diverse stakeholders to achieve successful program implementation.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.

Financial Advisor

Merrill Lynch
06.2018 - 07.2019
  • Analyze client financial situations, develop personalized investment strategies based on their goals and risk tolerance. Manage investment portfolios, understand market trends, conduct thorough research, effectively explain complex financial concepts, and maintain strong client relationships while adhering to ethical standards and regulations.
  • Thoroughly deliver tax implications to clients regarding their investment portfolios.
  • Built strong relationships with clients, fostering trust and loyalty in managing their financial portfolios.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
  • Established new client relationships by conducting thorough needs assessments during initial consultations.
  • Ensured compliance with industry regulations and company policies while serving clients'' best interests.
  • Delivered strategic investment advice for individual and corporate clients.
  • Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
  • Analyzed clients'' risk tolerance levels, developing customized investment portfolios that aligned with their personal objectives.

Eligibility Services Technician III

Alameda County
01.2013 - 01.2018
  • Determine client eligibility for government aid programs, such as Medi-Cal, cash aid and food stamp (SNAP) programs.
  • Calculating budgets and verifying qualifying perimeters against Federal guidelines and statutes.
  • Managed a caseload of 1500 cases
  • Assisted clients in understanding complex program requirements through clear explanations and provision of informational resources.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Established rapport with clients through empathetic listening, clear communication, and professional demeanor during interviews.
  • Exemplified professionalism and commitment to public service excellence by consistently meeting or surpassing established performance metrics related to application processing speed, accuracy, and client satisfaction ratings.
  • Conducted comprehensive income calculations for clients seeking public assistance, ensuring appropriate benefit levels were assigned based on financial need.
  • Maintained confidentiality at all times while handling sensitive client data related to personal finances, health concerns, and family situations.
  • Demonstrated attention to detail when reviewing applications for accuracy, completeness, and adherence to guidelines.
  • Monitored caseloads closely to ensure timely action was taken on all pending applications according to agency guidelines.

Education

Master of Management - Business Management

University of Phoenix
05-2027

Bachelor of Science - Business Administration and Management, General

University of Phoenix
01-2018

Skills

  • Career Development
  • Change Management
  • Complaint Management
  • Continuity Planning
  • Continuous Improvement
  • Diversity, Equity & Inclusion
  • Employee Engagement
  • Interpersonal Communication
  • Kaizen
  • Labor Relations
  • Operational Development
  • Operations Management
  • Time management
  • Operations Planning
  • Attention to detail
  • Organizational Development
  • People Management
  • Performance Management
  • Portfolio Management
  • Project Coordination
  • Project Management
  • Resource Management
  • Stakeholder Engagement
  • Strategic Planning
  • Succession Planning
  • Talent Development
  • Talent Identification
  • Talent Strategy
  • Team Building
  • Training & Development
  • Value Stream Mapping
  • HIPAA compliance
  • Retirement plans
  • Leave management
  • Flexible spending accounts
  • ERISA compliance
  • ACA reporting
  • Disability benefits
  • Program leadership
  • Performance management
  • Account servicing
  • Employee counseling
  • Regulatory compliance
  • Manager coaching and training
  • Disability management
  • Team collaboration
  • Organizational skills
  • Effective communication
  • Adaptability and flexibility
  • Decision-making
  • Team building
  • Task prioritization
  • Conflict resolution
  • Goal setting
  • Payroll management
  • Continuous improvement
  • Data analysis
  • Market research
  • Workforce planning

Accomplishments

Sigma Alpha Pi - Honors


Certification

  • Lean Six Sigma Yellow Belt 2024 - Present UC Santa Barbara
  • Leveraging Virtual and Hybrid Teams for Improved Effectiveness 2023 - Present LinkedIn
  • Performance Management: Setting Goals and Managing Performance 2023 - Present LinkedIn

Lean Sigma Six - Yellow Belt Certification

UC Santa Barbara - November 2024

Timeline

Retirement Administration Benefits Supervisor II

University of California Office of the President
07.2023 - Current

Eligibility Worker II

Santa Clara County Human Services Agency
01.2023 - 07.2023

Eligibility Benefits Specialist Supervisor

County of Solano
08.2019 - 01.2023

Financial Advisor

Merrill Lynch
06.2018 - 07.2019

Eligibility Services Technician III

Alameda County
01.2013 - 01.2018

Master of Management - Business Management

University of Phoenix

Bachelor of Science - Business Administration and Management, General

University of Phoenix

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Tracee Johnson