1. Steven Henderson
5036 North Sheridan Road, Apt 201
Chicago, IL 60606
(773)944-0957
(630)788-1918
Work Experience
Quality Assurance Specialist October 2014 to March 11, 2016
Maximus Corporation Illinois Client Enrollment Services –Chicago IL
I have been currently working for the Maximus Corporation as a QA Specialist. I was hired as a
temporary employee, from the Randstad Agency in July of 2014, until I became permanent with
Maximus in the said position. My job duties consisted of monitoring inbound and outbound calls,
of CSRs for the Illinois Client Enrollment Services. The CSRs assisted qualified clients, through
education on health plan options, and choosing their health plans, and primary care providers, as
well as conducting daily audits of BI file mailings to the clients who qualified for receiving
health care benefits under medicaid, from the state of Illinois. I also audited mailing letter proofs
prior to them being approved by our Reporting Systems Department. The Quality Assurance
Specialists efforts provided a comprehensive guideline for call center supervisors, to provide
proper coaching and counseling of CSRs, and helped the call center to meet the mandated
specifications and quality standards required by the state of Illinois.
Quality Assurance Specialist November 2009 to January 2013
Automated Health Systems Illinois Client Enrollment Broker - Schaumburg, IL
I worked for the Illinois Client Enrollment Broker as a Quality Assurance Specialist, monitoring
CSR incoming calls for recipients who have qualified for receiving medical benefits under the
Illinois Medicaid Program, in being educated on the medical health plans available, and
assistance in choosing their primary care providers, and finding specialist doctors, for specialty
care as needed.
The Quality Assurance specialists provided daily quality control, by monitoring historical and
live calls, completing monthly evaluations, to insure quality, and job performance specifications
as mandated by the state of Illinois, and providing skilled training as needed. I also conducted the
initial four week training for new employees, upon hiring. The state of Illinois new contract for
the Illinois Client Enrollment Broker was bid on, and rewarded to the Maximus Corporation, as
of September of 2012.

2. Floor Room Supervisor January 2005 to September 2009
N.O.R.C. National Opinion ResearchCenter, at the University of Chicago - Chicago, IL
I held the responsibility of Floor Room Supervisor for inbound outbound calls for non-profit
social science research by the University of Chicago through prompting for survey scripting.
Survey’s consisted of Survey of Doctorate Recipients, Centers for Disease and Control, Gates
Millennium Scholarship Survey, US Teen Survey etc. I conducted floor control, monitoring,
feedback training, and monthly reviews to meet operation standards. This employment was a
part-time intermittent position, working up to 35 to 39 hours per week.
Call Room Supervisor March 2000 to August 2004
(Tele-performance) USA - Des Plaines, IL
My role was Floor Room Call Center Supervisor, for inbound and outbound calls. Daily tasks
include monitoring and rep monthly evaluations, on quality and job performance specifications
and skill training.
I was acknowledged for potential future advancement to shift coordinator. The results of the
Company lay-off, was due to diminishing contracts with clients.
Quality Assurance Insurance Agent Supervisor March 1994 to January 2000
GE Financial Assurance - Chicago, IL
I Supervised verification of all sales for quality control, monitored calls of CSRs, and supervised
daily tasks as required for QA reps listening, quality control training. Handled all corporate
customer complaints and ensuring company standards guidelines and updates as required for
compliance. I was a licensed life and health insurance agent for GE Financial Assurance.
Company relocated facility overseas.
Marketing Advertiser January 1991 to March 1994
National Classified Advertising - Chicago, IL
My responsibilities included establishing and maintaining new client’s portfolios for advertising
and marketing of jobs and services in newspapers, as well as radio and television, nationally. I
was responsible for maintaining monthly reviews, and setting up the best possible marketing and
advertising medium strategy campaign for clients. This company relocated out of state.
Unemployment Veterans Education Representative April 1989 to June 1990
Illinois Department of Employment Services - Waukegan, IL
My responsibilities included assisting unemployed military veterans with job search and
unemployment benefits qualifications as well as educational job training assistance. Employment
was seasonal approximately 14 months.

3. Production Research Operator December 1985 to August 1989
Baxter Laboratories - Round Lake, IL
I worked as a production research machine operator, making hospital supplies, pharmaceutical
materials, blood bags, diabetes and other plastics equipment for hospital supplies. Company
relocated the production plant to Rio.
Assistant Manager February 1983 to December 1985
Aldi’s Groceries - Waukegan, IL
Daily management and accounting, bookkeeping, inventory tasks, cash disbursements, checking
and cash balancing, register readings, and regular daily management supervisor duties of a
grocery food store operations as required. I left the company for advancement opportunities.
Aviation Aircraft Maintenance Administration September 1976 to October 1980
United States Navy - USS America - CV66, last duty station - Norfolk, VA
Handled aviation air craft flight administrative maintenance, kept flight logs and down time
records, flight time oil time and oil time samples and other administrative duties for maintenance
flight schedules and other duties as required. My responsibilities included were maintenance
work inspections to ensure maintenance work was properly completed, and kept all record of
plane downtime on file. I completed four years of active duty, and two years inactive duty. I
received an honorable discharge from active service.
Education
Marketing Management - GPA 3.4
Columbia College - Chicago, IL 1981 to 1982
Marketing Management - GPA 3.5
Gateway Technical Institute - Racine, WI
Referrals:
Russell W Brown, IL CES Project Manager
312-416-4432
RussellWBrown@maximus.com
Beth Hersey
Reporting/Systems Sr. Manager – IL Client Enrollment Services
312.416.4438
BethEHersey@maximus.com

4. Nicole R. Slaughter, MBA
Director, Customer Service
Health Services
312.416.4429
nicolerslaughter@maximus.com
Juan H. Garza
Quality Assurance Supervisor
IL Client Enrollment Services
312.416.4434
JuanHGarza@maximus.com