Warren Denise
Mechanicsville,VA
Summary
Knowledgeable Program Support Specialist known for proactive problem-solving. Maintains high levels of productivity in fast-paced environments.
Accurate, industrious and dependable with excellent communication skills and a positive nature. Proficient in program operations and customer relations requirements.
Results-driven candidate with successful track record of providing administrative support in busy office environments. Adept at handling multiple projects and prioritizing tasks.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Program Support Specialist
Virginia Department Of Criminal Justice Services
04.2023 - Current
- Reduced processing time for license approvals, implementing standardized procedures and documentation requirements.
- Developed comprehensive training materials for new team members, ensuring consistent understanding of licensing policies and procedures.
- Leveraged industry knowledge to advise clients on best practices for maintaining compliance with regulatory requirements.
- Accomplished successful renewal of expiring licenses through meticulous preparation, submission, and follow-up of relevant documentation.
- Performed routine data entry or document management.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Informed customers by mail or telephone of additional steps needed to obtain licenses.
- Provided exceptional customer service to applicants, addressing inquiries with accurate information and timely responses.
Special Investigator
Virginia Employment Commission
04.2022 - Current
- Reviewed and investigated issues related to compliance with the Virginia Unemployment Compensation
- Conducted investigations of UI benefit claims to determine if overpayment or fraud existed, including new hire cross-match reviews and referrals resulting from wage audits, staff requests, internal audit reviews, and Fraud, Waste, and Abuse Hotline investigations
- Documented findings and prepared detailed reports.
- Collected, analyzed and interpreted information, documentation and physical evidence associated with investigations.
- Kept current on all agency and state policies, rules, regulations and statutes.
- Substantiated validity and admissibility of evidence and preserved data integrity for court hearings.
- Pursued leads, complaints and referrals to determine occurrence of criminal activities.
- Responded to inbound inquiries regarding accounts and payments.
- Verified deposits, rectified discrepancies by re-issuing payments.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Provided exemplary level of customer service to clients and company personnel.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Private Contractor
Deloitte Onsite Virginia Employment Commission, Harte Hanks
11.2021 - 04.2022
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Provided exemplary level of customer service to clients and company personnel.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Retail Operations Manager
Goodwill of Central and Coastal Va
08.2012 - 10.2021
- Reviewed store sale numbers, cost of inventory, operational expenses, and inventory losses.
- Planned, directed, coordinated and assigned manpower to efficiently meet daily production requirements and goals.
- Analyzed operational expenses and cost of inventory to identify losses and developed strategies for increased profits.
- Reduced workflow downtime by ordering supplies and organizing stock to meet demand.
- Scheduled employee tasks, conducted performance reviews and executed daily branch operational goals to maximize team productivity.
- Exceeded revenue goals on consistent basis, resulting in commendation from management.
- Directed training and performance monitoring for 100 staff members.
- Supported human resources by responding to candidates and prescreening, interviewing and hiring team members.
- Determined layout of store merchandise for visual appeal to consumers.
- Conducted inventory analysis to determine optimal stock levels.
- Contributed to leadership team for implementing company policies and procedures.
- Controlled shipments, inventory, purchasing and inspection to reduce workflow gaps.
- Monitored day-to-day production to verify packaging and efficient delivery of purchased merchandise to respective facilities within expected timeframes.
- Assisted with stock accuracy and loss prevention by managing daily, monthly, quarterly and yearly reports.
Education
CAROLINE HIGH SCHOOL
Milford, VAGED -
Germanna Community College
Locust Dale, VASkills
- License Management
- Policy analysis
- Team Collaboration
- Researching skills
- Examination administration
- Problem-solving abilities
- Public Policy
- Customer Service
- Adaptability
- Effective Communication
- Account Management
- Time Management
- Public Service
- Data Entry
- Analytical Thinking
- Legal Terminology
- Multitasking
Certification
- Unemployment Insurance Fraud Investigations,
National Association of State Workforce Agencies (In partnership with US Department of Labor - 2022 - Data Analysis for Beginner Data Analysts, National Association of State Workforce Agencies (In partnership with US Department of Labor - 2022
- Fact Finding and Adjudication, National Association of State Workforce Agencies (In partnership with US Department of Labor - 2022
Timeline
Program Support Specialist
Virginia Department Of Criminal Justice Services
04.2023 - Current
Special Investigator
Virginia Employment Commission
04.2022 - Current
Private Contractor
Deloitte Onsite Virginia Employment Commission, Harte Hanks
11.2021 - 04.2022
Retail Operations Manager
Goodwill of Central and Coastal Va
08.2012 - 10.2021
CAROLINE HIGH SCHOOL
GED -
Germanna Community College