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Jaleesa Martin

@jaleesamartin

I lead high-volume Medi-Cal and public-benefit contact center operations, quality, and frontline teams.

At Los Angeles County DPSS, I lead high-volume public-benefit and healthcare eligibility operations as an Eligibility Supervisor, managing nine direct reports and providing expanded oversight of up to 24 staff.

I monitor demand, productivity, attendance, pending work, and service performance, then redistribute workloads and recommend staffing or cross-training adjustments to sustain service delivery.

As a CalFresh/Medi-Cal Program Ambassador, I review quality, identify root causes, coach staff, resolve escalated customer and case issues, and translate policy changes into practical training and workflow guidance.

I've built my career through DPSS eligibility work supporting Medi-Cal and other public-benefit programs, using Amazon Connect, Calabrio, Salesforce, Finesse, Excel, CalSAWS, and MEDS to improve reporting, case review, and operational continuity.

Experience

Work history, roles, and key accomplishments

Current

Eligibility Supervisor

Current

Los Angeles County Department of Public Social Services

Apr 2023 - Present (3 years 5 months)

Leads 9 full-time employees and provides expanded oversight of up to 24 staff, directing workload, productivity, service quality, training, attendance, and day-to-day customer-service operations. Monitors operational demand, conducts quality-assurance reviews, and implements coaching and corrective actions to improve quality and consistency.

Amazon Connect Calabrio Salesforce Finesse Excel Outlook CalSAWs MEDS Quality Assurance Coaching Workforce Management Root Cause Analysis Process Improvement

Eligibility Worker II

Los Angeles County Department of Public Social Services

Jul 2015 - Apr 2023 (7 years 9 months)

Performed high-volume public-benefit eligibility and customer-service work, reviewing applications, verifications, financial and household information, program rules, and case records for accurate and timely determinations. Conducted client interviews, researched discrepancies, documented case actions, and resolved complex customer and case issues across Medi-Cal and other public-benefit programs.

Medical Public Assistance Eligibility Customer Service Case Management Documentation Policy Compliance