Dionne Bell
Sacramento,CA
Summary
Professional, experienced staff member prepared for this role. Strong focus on team collaboration and achieving results. Reliable and adaptable with changing needs. Skilled in communication, problem-solving, and time management. Known for integrity, efficiency, and proactive approach to challenges.
Personable and adaptable, well-qualified for contributing effectively in collaborative environment. Equipped with foundational knowledge in customer service and strong communication skills. Capable of quickly learning and applying new skills to create positive impact.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Staff Services Manager I (SSMI), Joint Powers Liaison Unit
California Victims Compensation Board (CalVCB)
01.2014 - 03.2023
- As a SSMI, I manage, plan, organize, direct, establish benchmarks, goals, and training needs for eight analytical staff
- I establish the analyst day-to-day work activities, which includes providing oversight and technical assistance to contracted staff in county offices
- I monitor contract compliance for19 county offices by assessing staffing and budget needs in the remote county offices
- I analyze inventory, production, and facilitate statewide meetings with county stakeholders, which could be in person or online meetings via Zoom or Microsoft Teams
- I stipulate policy and procedure updates and feedback regarding county performance
- I assist and direct county staff on major projects involving mass crime incidents by utilizing strict confidentiality, when facilitating coordination with county direct services advocates
- I interact using friendly professional customer service and have great working relationships with various stakeholders such as the county claims processing unit, the program service unit, the program executive staff, the program public affairs unit, the program mass casualty coordinator, and other outside agencies
- I develop criteria for special applications and benefits particular to the mass crime incident and deploy staff for the Family Assistance Center (FAC)
- I oversee goals, objectives, priorities, performance standards, quality, and ensure consistency of work performances falls in line with completed staff work.
Staff Services Manager I (SSMI), Benefit Determination Section
California Victims Compensation Board (CalVCB)
06.2012 - 01.2014
- As a SSMI, I was responsible for management, planning, directing, and organizing the day-to-day activities of nine analytical staff responsible for determining eligibility of losses submitted for reimbursement by the Program
- I supervised and oversaw the bill-aging inventory, workload, and quality review of each analyst
- I was a subject matter expert on ongoing leadership and guidance on personnel issues and concerns for each employee
- Utilizing in person engagement, I facilitated meetings to discuss unit imperative issues
- I established performance measures and met to discuss individual and agency goals
- I was valued in the area of problem solving and identifying solutions on individual performance goals and training needs
- I provided leadership and development on a continuous basis
Associated Governmental Program Analyst (AGPA), County Liaison and Support Section (AGPA)
California Victims Compensation Board (CalVCB)
03.2007 - 06.2012
- As AGPA, I was lead over managing on-site audits of county facilities to monitor and ensure contract compliance
- I monitored work assignments of analysts in the absence of the Manager
- I provided detailed verbal and written feedback to executive staff regarding county performance, developed, and implemented policies and procedures for county compliance
- Developed program evaluations to identify measures of compliance with the county contracts
- Prepared reports and made recommendations to management regarding the county contracts and continuous funding of the contracts
- Maintained tracking procedures for county staff on complex claims, eligibility issues and technical assistance
- Coordinated annual meetings with the county staff, executive staff, and program staff.
Staff Services Analyst (SSA)/Associate Governmental Program Analyst (AGPA)
California Victims Compensation Board (CalVCB)
03.2006 - 03.2007
- As an SSA, I conducted on-site audits of assigned county facilities to ensure contract compliance
- Developed program evaluations to identify measure of compliance with the contracts
- Identified training needs of contracted staff and coordinated training to meet the programs guidelines
- Created, analyzed, and evaluated statistical reports
- Completed special projects assigned by the Program Manager
Quality Assurance Analyst
California Victims Compensation Board (CalVCB)
12.2005 - 03.2006
- As a Quality Assurance Analyst, I independently conducted a high level of review of claims submitted to the program by contracted specialists through the counties to ensure all recommendations adhere to program guidelines, policies, and procedures
- Using tact, and professionalism I assisted and aided the specialist daily by over the phone or by email
- I developed methods and tools for the successful completion of the processing of program claims
- Worked closely with other Quality Assurance Analysts to improve the overall claims process
- I thoroughly reviewed and examined the results of quality assurance reviews and provided data analysis reports for management
Lead Staff Services Analyst (SSA)
California Victims Compensation Board (CalVCB)
03.1996 - 11.2005
- As an SSA, I analyzed complex claims for program criteria
- I established verification standards
- I acted as the liaison between law enforcement, healthcare providers, mental health providers and claimants
- I provided determination of eligibility by using penal codes, vehicle codes, government statutes, program policy, rules and regulations, knowledge of tax laws, SDI/NDI laws and regulations, unemployment insurance, worker’s compensation laws and criminal justice systems, presented recommendations both written and oral to board members and implemented recommendations
- Furthermore, I reviewed claims completed by Victims Compensation Specialists for adherence to government statutes, program guidelines, rules and regulations resulting in high productivity, low error rate, completed deadlines and overall satisfaction within the team environment
- Developed a new approach to the quality assurance review of claims by utilizing training tools and interpersonal skills
- I lead special projects by creating a step-by-step process for the preauthorization of income loss and support loss claims to be used as a tool by the claim’s specialists in the completion of income and support loss claims in compliance with program guidelines
Supervising Appeals Analyst
Social Services, Individual and Family Grants Program, Disaster Relief Program
08.1994 - 03.1996
- As a Supervising Appeals Analyst, I evaluated and monitored the training needs of staff on a continuous basis
- I analyzed and reviewed appeals for program criteria and applied federal law, regulations, and state guidelines
- I developed, and implemented verification criteria, developed preliminary findings, presented recommendations to management both written and oral, implemented recommendations and planned comprehensive follow-up, identified, and monitored disbursement of funds to appellants for (recoupment and/or overpayments)
- During the Northridge Earthquakes and1995 Winter Storms, I worked as a limited-term Supervising Appeals Analyst conducting interviews for new hires, and providing training for new hires to meet the program’s needs
- I maintained personnel records of staff and met with staff individually and as a group to discuss individual and team goals
- I ensured staff evaluations and probationary reports assessing work performance, skills and abilities were completed in a timely manner, along with making recommendations on continued employment with the program
Office Assistant and Office Technician
California Victims Compensation Board (CalVCB)
07.1988 - 07.1994
- As an Office Assistant and an Office Technician, I was dependable, reliable and gained a great deal of experience in performing a variety of general office work
- My daily task included typing, dictation, and transcription; mail and document handling; filing and records management
- Drafting, reviewing, and entering data, document preparation and review, ordering and maintaining supplies
- Answering and directing phone calls
- Printing and faxing, filing, Word processing, appointment scheduling and attendance monitor
- I gained exceptional friendly customer service, gathering information, and Microsoft Word/Excel skills
Skills
- Trustworthy
- Strong teamwork
- Data entry
- Customer support
- Leadership qualities
- Employee mentoring
CAREER SUMMARY
Hardworking & dedicated 30 years of State Service with an emphasis in Communication skills, familiarity with customer service standards and processes, budget tracking, interpersonal skills, ability to handle stress to operate under deadlines.
OTHER ACTIVITIES
- Current Treasurer, Family Legacy Investment Partnership (FLIP) Real Estate Investments
- Member, Bradley Family Investment Club (BFIC) Stocks and Bonds Investments
- Senior Financial Trustee and Trustee Secretary, First Baptist Tabernacle Church
- Previous Volunteer, Salvation Army (Coach), Alhambra Blvd., Sacramento, CA
- Former CALVCB Water Club Administrator for approximately117 employees
Certification
- Contract Management
- Outstanding Customer Service
- Ethics Training
- Sexual Harassment Prevention
- Critical Thinking
- Trauma-Informed Concepts and Principles
- Art of Effective Delegation
- Change Management – Leadership Training
- Beyond the Pandemic: The Hybrid Workforce
- Building Strategies for Leaders
- Navigating Difficult Conversations
- The Power of Employee Recognition
- Day of Innovation: Challenges to State Government and Innovative Perspective
- Administrative writing courses
- Writing for Analysts
- Effective Listening
- Completed Staff Work
Timeline
Staff Services Manager I (SSMI), Joint Powers Liaison Unit
California Victims Compensation Board (CalVCB)
01.2014 - 03.2023
Staff Services Manager I (SSMI), Benefit Determination Section
California Victims Compensation Board (CalVCB)
06.2012 - 01.2014
Associated Governmental Program Analyst (AGPA), County Liaison and Support Section (AGPA)
California Victims Compensation Board (CalVCB)
03.2007 - 06.2012
Staff Services Analyst (SSA)/Associate Governmental Program Analyst (AGPA)
California Victims Compensation Board (CalVCB)
03.2006 - 03.2007
Quality Assurance Analyst
California Victims Compensation Board (CalVCB)
12.2005 - 03.2006
Lead Staff Services Analyst (SSA)
California Victims Compensation Board (CalVCB)
03.1996 - 11.2005
Supervising Appeals Analyst
Social Services, Individual and Family Grants Program, Disaster Relief Program
08.1994 - 03.1996
Office Assistant and Office Technician
California Victims Compensation Board (CalVCB)
07.1988 - 07.1994
- Contract Management
- Outstanding Customer Service
- Ethics Training
- Sexual Harassment Prevention
- Critical Thinking
- Trauma-Informed Concepts and Principles
- Art of Effective Delegation
- Change Management – Leadership Training
- Beyond the Pandemic: The Hybrid Workforce
- Building Strategies for Leaders
- Navigating Difficult Conversations
- The Power of Employee Recognition
- Day of Innovation: Challenges to State Government and Innovative Perspective
- Administrative writing courses
- Writing for Analysts
- Effective Listening
- Completed Staff Work
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