Jennifer Camello
Utica
Summary
Experienced Self-Direction Program Generalist skilled in staff management, quality assurance, and customer service.
Overview
30
30
years of professional experience
Work History
Self-Direction Program Generalist
RCIL
Utica, NY
07.2019 - Current
- Oversee staff including supervisors.
- Maintain a caseload at any given time of 50 to 100 Individuals.
- Communicate with the individuals via email and/or phone and making sure to provide good customer service.
- Send out monthly expenditure reports to all individuals on my caseload along with assisting other staff as well if needed or if they are out of the office.
- Making sure to be a backup for any of my staff while they are out of the office. This consists of making sure that their caseload is taken care of as well as mine.
- Trained new team members.
- Create all monthly summary notes that are sent to all individuals on my caseload and assisting with other if needed.
- Making sure that all monthly summary notes are approved and creating a spreadsheet to ensure that are all saved accordingly.
- Approving all transportation and staff fees each week to make certain that this is generated to be paid so that the Accounts Payable Department can reimburse these payments.
- Approving the housing fees each month so that the Billing Department can bill them.
- Authorize all invoice(s) of $5000.00. This includes researching to ensure that the file for the invoice(s) is compliant.
- Ensuring that any compliance issues are addressed with staff. This includes any issues that the Compliance Department may need the Self-Direction Department to do.
- Complete yearly evaluations.
- Creating processes for the department.
- Conducting monthly staff meetings.
- Sending out staff emails to ensure that if there are any changes they are aware of what the update is.
- Creating an FAQ for the staff to make sure that they can locate information in one area.
- Ensure that I am up to date on all ADM's and OPWDD resources.
Supervisor
RCIL
Utica, NY
06.2018 - Current
- Overseen Reimbursement Specialists.
- Completed quality control checks.
- Held a one on one weekly with staff.
- Created a quality control error spreadsheet to ensure that if there were repeat errors they were addressed with the individual staff member.
- Assisted with processing reimbursements when needed.
- Supported the staff with any escalated issues.
- Researched any issues that needed to be looked into such as budget funds available that could or could not be used.
- Completed yearly evaluations.
- Addressed staff with any concerns regarding the work submitted. If issues occurred with the staff's work it was addressed.
Customer Service
ACS Xerox
Utica, NY
06.1996 - 06.2018
- Provided customer service, answer incoming calls and/or answering emails regarding customer questions to their student loans.
- Trained staff, ensuring knowledgeable customer service.
- I was promoted to an Assist Line Representative. This consisted of answer calls from peers with any questions they may have had and providing them with the correct answers they needed or where to find the information.
- Managed high-volume call traffic while maintaining good quality.
- I was promoted to a Team Lead position which consisted of supervising up to 10 employees, some of them not located in the United States.
- While a Team Lead I did quality control by making sure that all outgoing communication was accurate along with listening to calls to ensure good customer service was being provided.
- Maintained standards of quality, timeliness, productivity and customer service.
- Resolved customer inquiries punctually and politely for professional customer service.
- Accomplished multiple tasks within established timeframes.
- Being a Team Lead I would take the escalated calls, making me familiar with upset customers and how they should be handled.
- Supervised day-to-day tasks to meet performance, quality and service expectations.
Education
High School Diploma -
Whitesboro High School
Marcy, NY06-1996
Skills
- Documentation requirements
- Integrity and honesty
- Problem-solving
- Attention to detail
- Customer Service
- Staff management
- Quality assurance
- Processes and procedures
- Organization
- Time Management
- Excel
- Word
Timeline
Self-Direction Program Generalist
RCIL
07.2019 - Current
Supervisor
RCIL
06.2018 - Current
Customer Service
ACS Xerox
06.1996 - 06.2018
High School Diploma -
Whitesboro High School