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Layla Hanks

Layla Hanks

Assistant Supervisor

Followers of Layla Hanks524 followers
location of Layla HanksWilliamsburg, Virginia, United States

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  • Timeline

  • About me

    Excited for the future!

  • Education

    • University at Albany, SUNY

      -
      Spanish Language and Literature

    • Patrick Henry Community College

      2020 - 2021
      Medical Insurance Specialist/Medical Biller

    • Stratford University

      -
      Cyber/Computer Forensics and Counterterrorism

  • Experience

    • Gold Strike Hotel and Gambling Hall

      Jun 1994 - Mar 1997
      Assistant Supervisor

    • QUALEX INC

      Nov 2007 - Apr 2008
      Assistant Manager

    • ICF

      Dec 2015 - Feb 2019

      Recruited, trained and oversaw 17 Fund Administrators providing invoice reconciliation and reimbursements worth $3.5 Billion dollars.Developed training manuals, SOP's, and technical documentation for project procedure and policy adherence measures and controls.Site Administrator for Teamwork CRM providing cross referenceable data between client, contractor and sub-contracting entities. Special Projects lead in a consulting fashion. Lead / startup projects of various natures and magnitude. Researched, verified & processed over 23,000 Child Support Case verifications per year for various Maryland State authorities and agencies; Government Housing, Adoption & Foster Care.Developed incident management strategy, reporting, including troubleshooting, root cause analysis and timely resolution.

      • Business Processing Supervisor/FCC Fund Administrator/Repack Reimbursement

        Mar 2017 - Feb 2019

      • SME/Team Lead- Special Projects- FCC

        Mar 2017 - Jul 2018

      • Research Technician

        Dec 2015 - Jul 2017

    • Summit Food Service Management

      Feb 2019 - May 2019
      Food Services Supervisor

      FSS overseeing inmate staff working in the kitchen in an adult male correctional facility.

    • Undisclosed

      Feb 2019 - Feb 2020
      Executive Personal Assistant

      Work directly with C Level executives providing exceptional support and offering relative suggestions and solutions.

    • SKYRACING

      May 2019 - May 2020
      Senior Manager Marketing Business Development

    • PeopleReady

      May 2019 - Aug 2019
      Staffing Specialist Business Development & Sales

      Finding the right match to dispatch!

    • U.S. Census Bureau

      May 2019 - Sept 2020
      Quality Control Team Lead/ Enumerator

    • Access Solutions, LLC

      Sept 2020 - May 2021
      FME Monitor II

      Working throughout USA on Nuclear power plant outages. Monitor and use recording methods and technologies to work at desks stationed at the access gates logging all people, tools and materials carried into and out of such critical work areas. Assist all involved in assuring that everything not intended to remain in the critical work areas is removed prior to everything being reassembled and re-energized. Inspection, quality , integrity and adherence is vital.

    • Pearl Interactive Network Inc.

      Feb 2021 - Jul 2021

      Supervise, develop, and coach a team of highly skilled CSRs to ensure productivity, quality, attendance, and timeliness of work to meet or exceed given SLA’s in Covid Vax project.Create and deliver 3 full Quality monitors and two (2) 1:1 coaching's daily; providing feedback on performance,trending behaviors , red flags, accountability and critical opportunities.● Troubleshoot connectivity issues, system/software or tool issues. Report issues immediately (tickets, escalations to mgmt. and Workforce Management. Show less

      • Call Center Supervisor

        May 2021 - Jul 2021

      • Medical Coordinator

        Feb 2021 - May 2021

    • Quantum 3 Media

      Aug 2021 - Oct 2021
      Supervisor

      Supervise a team of 20-25 agents who place outbound calls. Monitor and evaluate interactions and workflow to ensure that performance standards and the volume target are met by coaching, developing, and motivating team members to ensure that they are providing great customer service on all customer interactions and maximizing their potentialResponsible for the daily activity of the call center by Managing metrics, performance criteria, policies and procedures to continuously improve call center productivity including meeting call center operational standards, maintaining employee service levels, improving quality service, preparing reports, keeping equipment operating, maintaining professional and technical knowledge and accomplishing organizational goals. Show less

    • Institute for Public Health Innovation

      Sept 2021 - Jul 2022
      Case Investigator/ Contact Tracer

      Responsible for receiving reports of persons suspected or confirmed as having COVID-19, locating them, and interviewing them in order to gather information necessary for public health case investigation and contact tracing. Also responsible for identifying and contacting individuals who may have been exposed to COVID-19.

    • Pearl Interactive Network Inc.

      Oct 2022 - now
      Call Center Supervisor

  • Licenses & Certifications