Darius Nelson Gaines, MPA

Experience

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  Breadman Baking Company

  Jun 2005 - Sept 2005

  Sales Representative

  *Retailed baked goods in a fast paced, open-market environment.*Opened and closed facility.*Managed stock and inventory.*Provided high quality customer service while processing customers.*Completely oversaw profits and loss dimension of the retail site.

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  Chicago Park District

  Jun 2006 - Apr 2015

  Attendant

  ● Investigated and resolved patron complaints related to scheduling, equipment rental, and program operations.● Maintained clean and orderly restrooms and facilities reserved for patrons.● Developed, implemented, and managed a process to optimize inventory control duties.● Expanded role by providing technical troubleshooting and supportive leadership with program operations.● Trained front-line support staff in preparation for seasonal duties.

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  Chicago Board of Election Commissioners

  Nov 2008 - Apr 2015

  Polling Place Administrator

  *Provided technical troubleshooting at assigned polling place.

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  Chess Brilliance

  Jan 2010 - Dec 2014

  Chess Instructor

  ● Created, implemented, and managed a marketing strategy that increased program enrollment by 150% over term of employment.● Developed partnerships with community organizations and collaborated with school administrators, parents, and other stakeholders to deliver chess instruction and supportive leadership to students at local schools using an original lesson plan.● Established and met daily and weekly goals for improving retention, strategic understanding, and tactical acumen in chess.

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  Chess Mavin

  Jan 2010 - May 2010

  Chess Instructor

  *Provided chess instruction to youth at Morgan Park Academy (ages 7 to 12).*Created and implemented a comprehensive lesson plan that covered the fundamentals of chess.*Established and met daily, weekly, and monthly goals for chess instruction (i.e. retention, strategic understanding, and tactical acumen).*Maintained a calendar and a membership log. *Allocated resources for an intramural chess tournament.*Achieved 100% retention for the 10 week term.

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  U.S. Census Bureau

  Jun 2010 - Sept 2010

  Enumerator

  *Independently collected qualitative and quantitative data about the occupants of assigned housing units (i.e. # of occupants, race, education level).*Maintained organized, detailed records and always met deadlines.*Utilized excellent communication skills to obtain pertinent information about target housing units.

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  Integrity Staffing Solutions

  May 2015 - Jul 2015

  Community Support Representative

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  Uber

  Jul 2015 - Nov 2016

  Community Support Representative

  ● Collaborated with stakeholders to investigate, document, and resolve minor accidents and incidents using various support platforms.● Selected by site supervisor to serve on a team investigating, documenting, and escalating urgent accidents and incidents. Communicated with internal and external stakeholders ensuring detailed and critical analysis of work performed.● Selected by site supervisor to serve on a collaborative team which reviewed 5000+ insurance claims for compliance with California Public Utilities Commission standards.● Created, implemented, and managed a bi-weekly workforce development program that improved workplace morale and reinforced organizational values.● Expanded role by leading 20+ training exercises with front-line support staff in workflow optimization and customer support; Work used as a model for high quality. Show less

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  Illinois Department of Human Services

  Oct 2017 - now

  ● Collaborate with DRS personnel, community health organizations, managed care vendors, and other stakeholders to ensure successful coordination of service purchase and delivery to 350+ Home Service Program (HSP) clients.● Train front-line support staff in HSP compliance, workflow optimization, and customer service.● Manage, collect, review, process, organize, file, and maintain confidential HSP client case records, medical authorizations, vendor invoices, correspondence, and documents pertaining to service delivery activities.● Receive, sort and open mail determining priority and appropriate disposition of incoming mail.● Process pay period time sheets and vendor billing by established deadlines.● Provide supportive leadership in investigating and resolving escalated complaints submitted by phone, email, or in person as Office Support Liaison. Document root cause and countermeasures taken to prevent recurrence. Show less ● Collaborate with DRS personnel, community health organizations, managed care vendors, and other stakeholders to ensure successful coordination of service purchase and delivery to 350+ Home Service Program (HSP) clients.● Trained 300+ front-line support staff in HSP compliance, workflow optimization, and customer service.● Selected by field office supervisor to compete against 20+ HSP coordinators in inaugural "Success Tank" exhibition at 2019 DRS Regional Meeting due to reputation for high quality customer service; Delivered winning presentation on "Platinum Customer Service".● Manage, collect, review, process, organize, file, and maintain confidential HSP client case records, medical authorizations, vendor invoices, correspondence, and documents pertaining to service delivery activities.● Process pay period time sheets and vendor billing by established deadlines.● Appointed to Office Support Liaison role by field office supervisor, effective October 2018. Provide supportive leadership in investigating and resolving escalated complaints submitted by phone or in person. Document root cause and countermeasures taken to prevent recurrence. Show less

  • Rehabilitation Case Coordinator II

    May 2020 - now

  • Rehabilitation Case Coordinator I

    Oct 2017 - now