ERIN TROGDON
Luxemburg,WI
Summary
Highly skilled Economic Support Supervisor and Trainer that is well versed in transferring policy and procedure knowledge to new and existing staff in order to determine benefit eligibility for public assistance programs. Exceptional leadership skills, that motivate case workers to be detailed oriented, provide empathy, and accurate benefit determinations to those in the community. Possesses clear and concise verbal and written communication skills, which include budding rapport and coordinating regular public speaking engagements with local partnerships such as Families of Northeast Wisconsin, ICS Housing, and guest speaking for college classes at UWGB.
Overview
12
12
years of professional experience
Work History
Economic Support Supervisor and Trainer
Brown County Health and Human Services
01.2023 - Current
- Train new and existing staff to administer timely and accurate benefits for Medicaid, Long Term Care Medicaid, FoodShare, and Caretaker Supplement.
- Develop and maintain training materials.
- Present at semi-monthly Share Meetings policy and procedure updates to staff.
- Supervise a team of 9 family case workers, which include 3 lead workers by providing clear, consistent feedback, completing one on one coaching, reviewing local and State quality scorecards to ensure high level of customer service, appropriate policy is applied, and that quality and timeliness metrics are met during each case interaction.
- Delegate various reports to workers sent by the State that require prompt action, which includes case processing and updates.
Economic Support Specialist
Brown County Health and Human Services
02.2016 - 01.2023
- Serve members in local community who are applying for and receiving FoodShare, Medicaid and Long Term Care Medicaid including Children's Waivers Program , Medicare Savings Program, BadgerCare Plus, and Caretaker Supplement by applying extensive knowledge of policy and procedure to ensure benefits are determined accurately and timely.
- Assist existing members and new applicants who call to manage their benefits through the BayLake Consortium Call Center.
- Mentor Economic Support workers and offer support regarding policy and procedures, and daily work task organization.
Store Manager
Sephora Inside JCPenney
11.2013 - 02.2016
- Develop and motivate team members to execute consistent, excellent customer service and exceed sales and client service metrics
- Conduct coaching and developmental conversations with team to address strengths and opportunities
- Source new talent, conduct interviews, onboard new employees, and facilitate new hire training for new hires as well as ongoing training for team members
AT&T Flex Trainer
APAC Customer Services, Inc
01.2013 - 11.2013
- Train and motivate new hires to become AT&T Customer Service Representatives
- Create training materials to facilitate learning (lecture, interactive groups, hands-on)
- Tailor training materials and activities for different learning styles to allow agents to successfully apply policy and procedure while assisting customers in call center environment
Education
Certified Crisis Debriefer CSIM Model - Crisis Incident Stress Management
Behavioral Health Training Partnership UWGB
UW-Stevens Point07-2024
Certified for AT&T New Hire IRU Sales and Service -
AT&T Corporate Office
Greensboro, NC08.2013
Certified as AT&T New Hire Trainer for IRU Customer Care -
AT&T Corporate Office
Austin, Texas03.2013
Bachelor of Arts - Theatre Studies, Women Studies
UNIVERSITY oF WISCONSIN - GREEN BAY
GREEN BAY, WI05.2011
High School Diploma -
LUXEMBURG-CASCO HIGH SCHOOL
LUXEMBURG, WI05.2006
Skills
- Exceptional communication skills both verbal and written, with a strong emphasis in public speaking
- Strives in being able to take on new challenges successfully, while bringing positive energy to work environment
- Possesses creative thought process and applies innovative ideas to problem-solving
Affiliations
- Trauma Informed Care Steering Committee Health and Human Services
- Trauma Informed Care Champion Group Facilitator for the Economic Support Department
- IMAC Training Subcommittee
- Crisis Debriefing Team
Professional Affiliations
To represent and share the Economic Support Departments approach to implementing Trauma Informed Care practices.
Facilitate and organize quarterly meetings by creating an inclusive and safe environment for staff to identify areas of opportunity to implement trauma informed care practices through collaboration and teamwork.
Provide meaningful communication and detailed meeting notes to my direct Manager and to all staff.
Represent the BayLake Consortium at quarterly IMAC Training Subcommittee Meetings by providing feedback that is used to create impactful training curriculum for new learners and existing staff.
Provide confidential debriefing service to employees that have experienced workplace trauma.
Timeline
Economic Support Supervisor and Trainer
Brown County Health and Human Services
01.2023 - Current
Economic Support Specialist
Brown County Health and Human Services
02.2016 - 01.2023
Store Manager
Sephora Inside JCPenney
11.2013 - 02.2016
AT&T Flex Trainer
APAC Customer Services, Inc
01.2013 - 11.2013
Certified Crisis Debriefer CSIM Model - Crisis Incident Stress Management
Behavioral Health Training Partnership UWGB
Certified for AT&T New Hire IRU Sales and Service -
AT&T Corporate Office
Certified as AT&T New Hire Trainer for IRU Customer Care -
AT&T Corporate Office
Bachelor of Arts - Theatre Studies, Women Studies
UNIVERSITY oF WISCONSIN - GREEN BAY
High School Diploma -
LUXEMBURG-CASCO HIGH SCHOOL
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