Natasha Douglas

Experience

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  EMS CRM

  Oct 2010 - Jun 2011

  Supervisor

  • Successful experience in customer service and support with recognized strengths in customer satisfaction, problem-solving and trouble-shooting, staff support, and planning/implementing procedures and support to avoid problems• Ability to train, motivate, and supervise employees• Created customer solution email templates for specific problems, drastically reducing the wait times for email correspondence with customers. Reduced the total quantity of emails from 7,000 emails a week (for a team of 2 email representatives) to less than 100 a day. Show less

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  Pacific Life

  Oct 2011 - May 2012

  Annuities Information Specialist

  • Supported four departments, managing client and representative inquiries acting as a direct liaison and as a result increasing the productivity of all departments.• Resolved numerous business functions on a day-to-day basis; including customer inquiries, information requests, withdrawal processing, and asset allocation trades.• Establish and maintain effective business relationships with external and internal customers, improving communication between customers and company.• Informed and advised concerned parties regarding fluctuations and securities transactions affecting plan and account.• Completed sales order tickets and submitted for processing of client requested transactions.• Reviewed all securities transactions to ensure accuracy of information and that trades conform to regulations of governing agencies Show less

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  J&M Displays

  Aug 2012 - now

  Licensed Pyrotechnician

  College World Series and Home Run DerbyNebraska Cornhuskers Football games Werner Park Storm Chasers Baseball gamesCity of Council Bluffs New Years Eve Celebration4th of July Celebrations all over NebraskaAlso work for Hi-Tech Effects for indoor or proximate fireworks displays.

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  Prime Therapeutics

  Sept 2012 - Feb 2013

  Member Services Agent

  Worked as a Member Services Agent with Prime Therapeutics; a Pharmacy Benefit Manager for over 14 Blue Cross Blue Shield Health Insurance Plans. During this time I have been awarded with 5 World Class Service awards and two performance bonuses since I started in September 2012.

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  Nebraska Department of Health and Human Services

  Jun 2013 - Oct 2022

  My day includes monitoring performance and behavior, ensuring accountability of team and direct reports, coaching, and mentoring my team to assist customers of varied socio-economic levels. Along with my team's Social Services Lead Worker I provide case consultation to Social Service Workers. I discuss performance and behavior with my Unit Manager/Administrator. I collect and analyze data from numerous reports and prepare spreadsheets for tracking my team's performance, conduct staff meetings, navigate multiple computer systems and resolve customer complaints. Show less Located in Omaha, this position serves as lead worker through coaching, mentoring, instructing and providing case consultation, advice, direction, technical assistance and individual training to Social Services Workers and Trainees to ensure efficient and effective delivery of services. Reviews situations where an appeal has been filed to determine adherence to policy and participate as the representative for the division during the initial appeal process. Provides assistance in monitoring and evaluating internal protocols, policies, service delivery goals and objectives. Process and determine eligibility for complex customer Medicaid eligibility situations. Will interview applicants, verify information, compute budgets, assess situations, and make referrals to appropriate programs/resources. Will provide information regarding assistance programs and prepare required documentation, narratives, and correspondence.Personally selected to work with a system development team to create and implement a new interface and standard operating procedure for appeals in regards to a new computer system. I served on the Appeal Board, TMA board, and overall system design board. Personally selected and submitted for consideration by my supervisor to work on specialized projects assigned by the Program Administrator to include tasks such as creating a new system to track accuracy and standardize training of new social workers. March 2019- Appointed to be only Lead Worker in the state of Nebraska to handle all of the Children's Medical Waiver appeals as well as Aged and Disabled Waiver appeals. Direct liaison between the State Review Team for disability determinations and the clients, their attorneys, and service coordinators. Current loss record on appeals is 0. Show less Determine eligibility for Nebraska's Medicaid programs. Process Medicaid applications for the Children's Medical program, the Aid to Aged, Blind and Disabled program, Adult medical programs to include the Medicare Savings Program, and other elderly Medicaid programs such as Nursing Home Care. Mentor new coworkers so that they understand the policies and procedures of the workplace to ensure a successful transition into their expected roles. Interviews with people of varied socio-economic levels to gather financial and demographic information while developing and maintaining working relationships. Through the interview process assessing client situations and make referral for community resources and services; verify client information using computer databases; document client contacts; accurately process assigned work within established timelines and prepare correspondence.Successfully managed a caseload of over 380 cases for 18 different nursing home and assisted living facilities. Processed nursing home and assisted living cases of which some fell into the federal Spousal Impoverishment program and others into state programs such as the Aged and Disabled Waiver program. Show less

  • Social Services Supervisor

    Aug 2019 - Oct 2022

  • Social Services Lead Worker

    Mar 2016 - Aug 2019

  • Social Services Worker

    Jun 2013 - Mar 2016
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  Pizza Hut

  Oct 2017 - Nov 2018

  Assistant Store Manager

  Ensuring prompt, friendly service according to company guidelines. Direct overall activities and performance of hourly staff. Handle verbal guest complaints immediately and refer verbal and written complaints to the General Manager. Monitor and maintain adequate food and beverage inventories. Assures compliance with local, state, and federal laws, regulations and guidelines. Ensures timely product preparation and presentation meets company standards. Ensure product preparation meets sales volume by use of daily line checks. Ensures maintenance of restaurant cleanliness and sanitation according to company guidelines and government standards. Completes daily reports and documents on a timely basis. Schedules staffing in an effective manner ensuring sales volume and service levels. Ensures the adherence of all cash handling procedures. Directs hiring, assignment, training, motivation, evaluation, promotions, discipline, and termination of restaurant personnel. Maintains effective safety and security programs according to company policy and government regulations. Communicates effectively with other management staff. Keeps abreast with all relative computer application, forms and spreadsheets. Completes restaurant duties as required related to production and service needs. Show less

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  Optiv

  Oct 2022 - now

  Associate Analyst I

  Network Security:Understanding of network protocols, IP addressing, and network architecture.Experience with firewalls, routers, and switches.Knowledge of VPNs, IDS/IPS systems.Security Monitoring and Incident Response:Familiarity with SIEM tools (e.g., Splunk, QRadar).Experience in monitoring security events and analyzing security alerts.Basic knowledge of incident response processes and procedures.Vulnerability Assessment and Management:Understanding of common vulnerabilities and exposure (CVE) databases.Experience with vulnerability scanning tools (e.g., Nessus, OpenVAS).Knowledge of patch management and remediation techniques.Threat Intelligence:Ability to gather and analyze threat intelligence data.Understanding of common attack vectors and tactics, techniques, and procedures (TTPs).Endpoint Security:Familiarity with endpoint protection platforms (EPP) and endpoint detection and response (EDR) tools.Experience with antivirus/anti-malware solutions.Cryptography:Basic knowledge of encryption algorithms and cryptographic protocols.Understanding of PKI (Public Key Infrastructure) and digital certificates. Show less