Katrina Turner Seitu
Marietta,GA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude, strong work ethic, and outstanding customer service skills. Strong independent worker who takes pride in getting results. Exceptional organization and planning skills; adaptable and enjoys new challenges. Well-developed negotiator with strong conflict resolution ability. Strong computer skills.
Overview
40
40
years of professional experience
Work History
Compliance Monitor Investigator Supervisor
Department Of Human Services
07.2019 - 02.2023
- Supervised, instructed, and coordinated the work assignments of 7 case managers to ensure compliance with Federal regulations and agency policies.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Reviewed investigations to ensure that all claim determinations met a 95% accuracy rate or higher annually.
- Evaluated monthly performance reports for productivity and performance trends.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Established and maintained positive working relationships with external agencies to support investigations.
Investigator II
Department of Human Services
10.2017 - 06.2019
- Completed 25-50 fraud investigations monthly by collecting, analyzing, and interpreting information, documentation, and physical evidence associated with public assistance program cases referred for potential fraud.
- Conducted thorough face-to-face interviews with employers, families, neighbors, and suspects, and documented investigative findings.
- Prepared thorough case assessments from allegations, transcripts of interviews, observations, and physical evidence to determine validity of allegations and eligibility for benefits..
- Testified before Grand Jury and Administrative Hearing officials during criminal proceedings and trials.
- Prepared and presented fraud investigation data at professional forums, conferences, and associations.
Investigator I
Department Of Human Services
03.2014 - 10.2017
- Completed 20-40 fraud investigations monthly by collecting, analyzing, and interpreting information, documentation, and physical evidence associated with public assistance program cases referred for potential fraud.
- Conducted thorough face-to-face interviews with employers, families, neighbors, and suspects, and documented investigative findings.
- Prepared thorough case reports from allegations, transcripts of interviews, observations, and physical evidence.
- Provided testimony before Grand Jury and Administrative Hearing officials on program violation claims.
- Prepared weekly and monthly productivity reports.
Supervisor, Office of Family Independence
Department Of Family & Children Services (DHS)
10.2009 - 03.2014
- Supervised team of case managers and program assistants responsible for responding to approximately 4,000 face-to-face and 2,000 telephone public assistance program inquiries monthly.
- Investigated and resolved customer complaints by clarifying policy and making case corrections when warranted.
- Ensured compliance with Federal and State regulations and agency policies.
- Trained newly assigned staff and completed special projects as assigned
Error Control Specialist
Department Of Family And Children Services
08.2007 - 10.2009
- Conducted on-the-job training of newly assigned staff.
- Observed face-to-face interviews, reviewed cases, and conducted re-training when necessary.
- Monitored program performance and outcomes for successful delivery of services.
- Provided assignment and retention recommendations to management based on performance.
- Provided leadership, guidance and support to staff members.
- Completed special projects as assigned.
Family Independence Case Manager
Department Of Family & Children Services
08.2006 - 08.2007
- Interviewed potential recipients applying for family assistance under programs offered by the State and Federal governments to determine eligibility for assistance.
- Communicated with internal and external customers to provide information and quality service targeted at meeting customer expectations related to benefit programs.
- Resolved customer complaints by clarifying policy and making case corrections when warranted.
Passenger Service Administrator
Southern California Regional Rail (Metrolink)
11.2002 - 07.2005
- Managed the daily customer service operations for a long-distance commuter rail system servicing over 60,000 daily commuters traveling on 7 routes.
- Supervised 14 agents responsible for responding to over 9,000 e-mails and 3,000 written customer complaints and inquiries annually.
- Partnered with the Operations Department to meet train and station operational obligations.
- Developed specifications for the call center, complaint database, and website contracts.
- Managed refunds, special assistance, group travel, and citation appeal programs.
- Developed and managed a $100,000 annual budget for customer service programs and contracts.
- Coordinated customer outreach projects, system enhancements, call center training, and website modifications.
- Monitored projects for compliance with milestones and deadlines.
United States Air Force
United State Air Force
05.1983 - 12.2003
- First Sergeant, March AFB CA 05/1999 - 12/2003
- Information Management Technician, Mather AFB CA 03/1991 - 05/1999
- NCOIC, Plans, Programs and Systems, Mather AFB CA 05/1987 - 03/1991
- Chief, Group Administrative, Osan AB Korea, 05.1986 - 05/1987
- Human Resource Manager, Goodfellow AFB TX, 08/1983 - 05/1986
Education
Master's Degree - Public Administration
University of West Georgia
Carrollton, GA12.2019
Bachelor of Science Degree - Management
Golden Gate University
San Francisco, CA08.1997
Associate Degree - Administrative Management
Community College of The Air Force
Montgomery, AL02.1989
Skills
- Information Validation
- Customer Service Best Practices
- Confidential Records Management
- Verbal and Written Communication
- Training and Education
- Document Organization
- Conducting Interviews
- Experience with Microsoft Office
Timeline
Compliance Monitor Investigator Supervisor
Department Of Human Services
07.2019 - 02.2023
Investigator II
Department of Human Services
10.2017 - 06.2019
Investigator I
Department Of Human Services
03.2014 - 10.2017
Supervisor, Office of Family Independence
Department Of Family & Children Services (DHS)
10.2009 - 03.2014
Error Control Specialist
Department Of Family And Children Services
08.2007 - 10.2009
Family Independence Case Manager
Department Of Family & Children Services
08.2006 - 08.2007
Passenger Service Administrator
Southern California Regional Rail (Metrolink)
11.2002 - 07.2005
United States Air Force
United State Air Force
05.1983 - 12.2003
Associate Degree - Administrative Management
Community College of The Air Force
Master's Degree - Public Administration
University of West Georgia
Bachelor of Science Degree - Management
Golden Gate University
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