Leslie Baker
Indianapolis
Summary
Bachelor's degree in Political Science with over ten years in public benefits administration. Expertise in coaching and performance analysis, consistently achieving top production and quality assurance metrics. Proven track record in resolving client issues and supporting team development to enhance service delivery.
Overview
13
13
years of professional experience
Work History
Supervisor
Maximus
12.2022 - Current
- Addressed critical escalated calls to resolve issues and maintain customer satisfaction when supervisors could no longer assist.
- Research escalated calls and decide the disposition of the case either for further escalation or to be reviewed by response team for resolution.
- Review calls monitored by quality control to determine if findings are agreed upon or if a challenge will be made.
- Reviewed monitored calls from Q.C. to provide actionable feedback for CSR development.
- Developed performance plans and enforced disciplinary actions to uphold team standards.
- Monitor and review overall employee performance. Update performance files with data pertaining to direct reports' overall performance.
- Create reports and analyze statistical data regarding employee performance.
- Resolve client case issues that have been escalated.
Transitional Team Lead
Maximus
08.2022 - 12.2022
- Monitored employee attendance and progress, ensuring effective transition during nesting period.
- Guided new team members through daily responsibilities to improve their job integration.
- Facilitated new employee adaptation during 4-week nesting period.
- Updated management on progress and challenges during nesting process.
Transaction Processing Lead (Coach)
Conduent
05.2022 - 08.2022
- Coached and mentored employees to enhance client assistance skills.
- Facilitated training sessions for new employees to support management onboarding efforts.
- Supported team members in daily development activities with daily development to assist them in getting to the next level of job experience.
- Recorded and assessed individual progress during quality assurance to strengthen skills.
- Ensured management remained informed about current team status on current team performance.
Eligibility Specialist
Conduent
03.2014 - 05.2022
- Collected and analyzed client data for assistance programs (SNAP, Medicaid, TANF) through phone communication and document retrieval.
- Verify all client detail including income, assets, and other financial/legal documents.
- Utilize automated program to determine eligibility for state assistance programs.
- Verified accuracy of gathered information to ensure compliance with state policy requirements.
- Review regulations and program requirements with clients.
- Executed data entry tasks to maintain accurate client records. into state databases (Previously ICES, now IEDSS).
- Utilize Conduent proprietary (SMART) for production and quality reporting.
- Respond to all inquiries in a timely manner via phone and email.
Eligibility Associate
CFA Staffing
02.2013 - 03.2014
- Reviewed client information for accuracy and entered data into benefit applications to support eligibility determinations.
- Scheduled client appointments to ensure timely consultations and effective service delivery.
- Answered and directed incoming calls to provide information regarding public benefits and qualifications.
- Maintained daily activity report to track performance and uphold compliance with quality standards.
- Scanned and organized process documents into client case files to ensure accurate record-keeping.
- Completed six-month training to certify as Contract FSSA Employee for the State of Indiana.
- Exceeded all criteria and converted to Conduent Eligibility Specialist.
Education
Bachelors - Political Science
Indiana University- Purdue University Indianapolis
420 University Boulevard Indianapolis, IN 4620212-2021
Diploma -
Ben Davis High School
1200 N High School Rd Indianapolis, In05-2010
Skills
- Escalation resolution
- Issue resolution
- Performance reporting
- Quality control
- Data management
- Client relationship management
- Team oversight
- Employee mentoring
- Employee development
- Personnel management
- Problem solving
- Time management
Timeline
Supervisor
Maximus
12.2022 - Current
Transitional Team Lead
Maximus
08.2022 - 12.2022
Transaction Processing Lead (Coach)
Conduent
05.2022 - 08.2022
Eligibility Specialist
Conduent
03.2014 - 05.2022
Eligibility Associate
CFA Staffing
02.2013 - 03.2014
Bachelors - Political Science
Indiana University- Purdue University Indianapolis
Diploma -
Ben Davis High School