Vernice Washington
Hampton,GA
Summary
Motivated and reliable professional with 20+ years of experience in client relations, service excellence, and family/community engagement. Proven ability to lead initiatives, ensure compliance, and build strong partnerships that support student and organizational success.
Overview
15
15
years of professional experience
Work History
Parent Liaison / Engagement Specialist
Clayton County Public Schools
06.2024 - Current
- Led parent engagement initiatives to enhance family involvement according to Title I requirements.
- Educated families on student success strategies and ESSA rights to empower informed participation.
- Coordinated workshops, trainings, and family engagement events to foster community connections.
- Build partnerships between families, school staff, and community organizations.
- Manage parental involvement funds and ensure compliance.
Escalation Team Representative
United Healthcare
09.2022 - 05.2024
- Resolved complex customer escalations in healthcare services, enhancing client satisfaction.
- Liaised between clients, providers, and internal teams to facilitate effective communication.
- Maintained detailed documentation to support regulatory compliance and operational integrity.
Facility Liaison
Modivcare/Logisticare
02.2020 - 11.2021
- Facilitated communication between clients and service providers to ensure timely support.
- Cultivated client relationships and addressed service concerns to enhance satisfaction.
- Assisted in resolving member issues by collaborating with internal teams and external partners.
- Coordinated transportation logistics for members across various regions and services.
- Trained staff and implemented operational improvements to streamline processes.
Quality Assurance Supervisor
Logisticare LLC
09.2016 - 02.2020
- Supervised quality assurance processes to ensure compliance with company standards.
- Streamlined processes, ensuring adherence to quality standards.
- Led quality assurance initiatives, enhancing team skills and knowledge.
- Developed training programs for new staff on quality control procedures.
- Conducted regular audits to identify areas for improvement in workflows.
Contact Center Supervisor
Logisticare LLC
03.2011 - 09.2016
- Supervised daily operations of contact center staff and processes.
- Monitored call quality and provided feedback to improve performance.
- Coached and led staff to develop skills and improve service delivery.
- Trained new employees on customer service protocols and software systems.
- Supervised team to enhance customer service outcomes through performance management.
Education
Master of Science - Human and Social Services
Walden University
Minneapolis, MinnesotaBachelor of Arts - Psychology
University of Phoenix
Phoenix, AZSkills
- Family engagement
- Title I Compliance
- Community Outreach
- Case Management
- Program evaluation
- Data & Reporting
- Quality Assurance
- Training delivery
- Administrative Support
- Leadership & Team Development
- Conflict Resolution
Timeline
Parent Liaison / Engagement Specialist
Clayton County Public Schools
06.2024 - Current
Escalation Team Representative
United Healthcare
09.2022 - 05.2024
Facility Liaison
Modivcare/Logisticare
02.2020 - 11.2021
Quality Assurance Supervisor
Logisticare LLC
09.2016 - 02.2020
Contact Center Supervisor
Logisticare LLC
03.2011 - 09.2016
Master of Science - Human and Social Services
Walden University
Bachelor of Arts - Psychology
University of Phoenix