Gabriella Cyuzuzo

• Lead and mentor a team of residential support specialists to deliver high-quality, person-centered services.

• Implement and oversee Individualized Service Plans (ISPs), ensuring full documentation and compliance.

• Coordinate medical care, including scheduling appointments, attending visits, and monitoring health/behavioral changes.

• Ensure safety and security of residences, vehicles, and individuals, adhering to safety protocols and reporting incidents.

• Manage administrative tasks, including billing documentation, electronic timekeeping, and maintaining accurate records.

• Support staff development through training, performance evaluations, and coaching.

• Facilitate community activities aligned with ISP goals and foster engagement in the community.

• Ensure compliance with agency policies, regulations, and quality assurance standards.

• Provide on-call management support and direct coverage during emergencies.

• Prepared source data for computer entry by compiling and sorting pricing data received from vendors
• Entered requests for quotes into the Enterprise Resource planning system on a daily basis
• Supported the management of online client portals and communicated with customers for document update requests and to provide up-to-date inventory information
• Led communication with vendors on requests for parts and continued follow-ups until quotes were received
• Updated proprietary database with finalized quote information and delivered to sales representative for review

• Maintained customer records in a proprietary database and employed analysis skills to query the databases, ensure accurate entry of data, and validate data for cleanliness
• Performed analysis of customer requirements and made tailored recommendations based on specific needs resulting in a clear translation of project expectations with customers
• Efficiently managed projects with differing timelines to ensure client profiles were updated by submitting notes, uploading supporting documentation and communications in a timely manner
• Specialized in logistics related to international travel and stayed informed of all changes to legal requirements for foreign travel which minimized issues for customers upon entry to their destination
• Employed best practices for quality control through adhering to policies and procedures, and upholding standards of work to ensure project compliance
• Scheduled meetings for customers, stakeholders, and documented detail requirements and notes

• Consistently improved service quality by maintaining a strong knowledge of the company's 653 service offerings, spanning 12 subject categories, resulting in a thorough understanding of customer needs and interests
• Increased customer retention by 15% and contributed to 20% increase in company productivity by generating additional sales through marketing, upselling, and cross-selling product portfolio
• Identified opportunities for process improvements and made recommendation for strategies to enhance customer service and engagement
• Provided prompt and accurate responses to customer inquiries regarding products, pricing, and services

• Responsible for opening and closing the business, ensuring security of store, thoroughly learned product offerings, and contributed to an increase in monthly sales
• Responsible for depositing $7,000 per week, processing transactions, and opening customer accounts
• Assisted in marketing efforts while building rapport with customers by inviting them to special store events and drove sales through recommending products based on customer's past purchases