Katelyn Steffen
Lincoln,NE
Summary
I am eager to further develop my career with better utilization of my skill set.
Developed strong interpersonal and conflict resolution skills in supportive community environment, looking to transition into new field. Demonstrated capability in building trust and fostering positive relationships among diverse groups. Aims to leverage these skills to make meaningful contributions in new professional setting.
Overview
10
10
years of professional experience
Work History
Family Advocate
Community Action Partnership
05.2022 - Current
- Empowered families by providing them with tools and resources needed to make informed decisions about their futures.
- Identified available community resources and programs for families that have experienced homelessness.
- Conducted home visits to assess living conditions and provide personalized guidance on parenting challenges.
- Maintained timely documentation of case progress, ensuring clear communication among all involved parties.
- Connected families with essential services such as housing, healthcare, and education opportunities to improve overall quality of life.
- Managed heavy caseload using well-developed time management, organizational, and task prioritization skills.
- Collaborated with families to assist in growth, development, and education to increase potential.
- Enhanced family support by conducting thorough assessments and identifying specific needs.
- Visited homes of families and maintained appropriate contact as directed by agency procedures.
- Developed strong partnerships with local organizations while actively identifying gaps in services, thereby bridging the resources to meet family needs.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
CASE AIDE/SOCIAL SERVICE WORKER
HEALTH & HUMAN SERVICES
10.2019 - 05.2022
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Resolved discrepancies with client applications to verify eligibility.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Assisted clients with accurate eligibility form, application and document completion.
- Interviewed applicants and explained scope of different available benefits.
- Processed and certified documents for accuracy and compliance with government regulations.
- Established trust with clients by consistently demonstrating empathy, professionalism, and a commitment to their wellbeing.
- Improved team morale and productivity with regular team-building activities and open communication channels.
CUSTOMER SERVICE ADVISOR/Quality Assurance Analyst
NELNET
09.2014 - 03.2019
- Educated clients about the benefits of various forgiveness programs available to them, empowering informed decision-making processes.
- Streamlined application processes for income-driven repayment plans, resulting in faster approval times for clients.
- Enhanced borrower understanding by providing clear explanations of complex student loan repayment options.
- Resolved escalated calls professionally, diffusing tense situations while addressing customer concerns effectively.
- Trained new advisors on company policies and best practices, contributing to a knowledgeable workforce that provided exceptional service.
- Collaborated with team members to develop strategies for improving overall customer satisfaction and retention rates.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
Skills
- Case tracking and follow up
- Crisis intervention strategies
- Appointment scheduling
- Relationships and rapport
- Community resource coordination
- Transportation arrangements
- Motivational interviewing
- Problem-solving
- Time management
- Excellent communication
- Organizational skills
- Adaptability and flexibility
- Decision-making
Timeline
Family Advocate
Community Action Partnership
05.2022 - Current
CASE AIDE/SOCIAL SERVICE WORKER
HEALTH & HUMAN SERVICES
10.2019 - 05.2022
CUSTOMER SERVICE ADVISOR/Quality Assurance Analyst
NELNET
09.2014 - 03.2019
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