Katerine Centeno
El Cajon,CA
Summary
With extensive experience in customer service, military service, and now as a supervisor in case management, this individual brings a wealth of skills and expertise to their role. Their background in customer relations has instilled in them exceptional communication and problem-solving abilities. Serving in the military further honed their leadership, adaptability, and decision-making skills in challenging environments. Now, as a supervisor in case management, they utilize this diverse skill set to advocate for and support individuals facing complex challenges, embodying a commitment to service, integrity, and excellence.
Overview
11
11
years of professional experience
Work History
Case Coordinator Supervisor
Adjoin Veterans
07.2024 - Current
- Coordinated multiple facets of process without sacrificing performance.
- Administered Veteran follow-up, data collection, clinical monitoring and coordination with primary health care providers.
- Maintained current knowledge of applicable procedures and compliance requirements to optimize effectiveness.
- Completed various administrative tasks such as making phone calls, answering emails and inputting data into systems.
- Provided leadership, guidance and support to staff members.
- Monitored program performance and outcomes for successful delivery of services.
- Partnered with local organizations to expand access to social and community services.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed and implemented training programs for staff.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Managed and motivated employees to be productive and engaged in work.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Engaged in pre-crisis and crisis interventions to facilitate positive outcomes using least restrictive alternative.
Case Coordinator Lead
Adjoin Veterans
05.2023 - Current
- Non-profit funded by Veteran Affairs, primary focus on housing homeless Veterans.
- Collaborating effectively with Veterans, family members and team members to secure affordable housing.
- Provided comprehensive support to Veterans, addressing mental health issues, substance abuse, and other challenges through personalized assistance.
- Maintained regular communication with Veterans through weekly/biweekly check-ins, proactively preventing homelessness for at-risk individuals and families.
- Managing ledgers, leases, and accounting tasks with precision, adept at breaking down complex financial data.
- Developing and implementing Housing Stability Plans (HSPs) to create clear goals and action plans that guide Veterans towards achieving and maintaining permanent housing.
- Proficient in multitasking, with a focus on daily data entry, conducting New Participant Orientation meetings (NPOs), conducting recertification routing Temporary Financial Assistance (TFAs) and SSVF Participant and Agreement sheets (PSAs) through the proper channels.
- Coordinating essential services such as bus passes, home furnishing, and conducting regular home check-ups/visits to ensure the well-being of Veterans.
- Managing administrative tasks efficiently, ling, scanning, and editing documents to maintain accurate records.
- Maintaining an organized calendar for scheduling appointments and activities.
- Provided exceptional customer service through various channels, including phone calls, texting, and email correspondence.
- Ensuring efficient record-keeping by using both physical les and electronic data entry such as Clarity to regularly update case notes on Veterans; maintaining clear and accurate documentation of their progress and needs.
- Collaborate with other departments such as VVSD, PATH, and VASH, to streamline workflow and improve communication channels for more effective case coordination.
- Lead a team of case coordinators to ensure timely and accurate completion of all client cases; One on one trainings with new staff such as shadowing for NPOs and recertification. Step by step trainings on TFAs and PSAs.
- Conduct monthly meetings under supervisor and provide feedback to team members to improve overall efficiency and productivity of the team as a whole.
- Act as a liaison between case coordinators and supervisor/upper management to communicate updates, address any issues or concerns.
- Serve as the main point of contact for complex cases, collaborating with internal and external stakeholders to ensure timely resolution.
- Conduct regular reviews and audits of case les to ensure compliance with regulations and quality standards.
- Lead team meetings with own team to discuss case updates, brainstorm solutions, and address any challenges or issues that arise.
- Lead team meetings with other leads to discuss manual binder, brainstorm ideas on how to further assist own teams and supervisors.
- Taking on complex cases, collaborating with internal and external individuals to process client needs in a more efficient way, discovering solutions for both parties.
- Implemented protocols to safeguard client confidentiality and privacy.
Front desk clerk
24 Hour Fitness
06.2022 - 09.2022
- Greeted and assisted guests with a friendly and professional demeanor at the front desk.
- Handled guest requests and concerns promptly and effectively to ensure a positive experience.
- Process new membership sign-ups and renewals, including collecting payments and completing necessary paperwork.
- Handled cash transactions, balanced cash drawer, and processed payments accurately.
- Answer phone calls, respond to inquiries, and provide information about gym services, classes, and membership options.
- Maintain a clean and organized front desk area, including keeping brochures, promotional materials, and supplies stocked and organized.
- Managed check-ins and check-outs efficiently. Check-in members using computerized systems, verify membership status, and issue access cards or wristbands as needed.
- Monitor gym facilities to ensure they are clean, safe, and well-maintained, reporting any maintenance or cleanliness issues to management.
- Handle member concerns and complaints in a professional and timely manner, escalating issues to management as needed.
- Provide basic assistance with fitness equipment operation and usage.
- Assist with administrative tasks such as ling, data entry, and preparing reports for management.
- Follow all gym policies and procedures, including those related to safety, security, and member confidentiality.
- Collaborate with other staff members to ensure smooth operation of the gym. Attend staff meetings and training sessions as required.
Warehouse non-commissioned Officer (NCO)
United States Marine Corps
06.2018 - 06.2020
- Supervise and lead a team of Marines in warehouse operations, ensuring tasks are completed efficiently and safely.
- Plan and organize daily tasks and assignments for warehouse personnel, prioritizing workload based on operational needs.
- Conduct training sessions to instruct Marines on proper warehouse procedures, equipment operation, and safety protocols.
- Oversee the receipt, inspection, and inventory of incoming shipments, ensuring accuracy and completeness.
- Coordinate the storage and organization of warehouse inventory, optimizing space utilization and accessibility.
- Monitor inventory levels and reorder supplies as necessary to maintain stock levels in accordance with operational requirements.
- Conduct regular inspections of warehouse facilities and equipment to identify maintenance needs and safety hazards.
- Maintain accurate records of inventory transactions, including receipts, issues, and transfers.
- Assist in the development and implementation of warehouse policies and procedures to improve efficiency and productivity.
- Address any issues or concerns raised by warehouse personnel, providing guidance and assistance as needed.
- Serve as a liaison between warehouse personnel and higher-ranking officers, conveying information and requests as necessary.
- Uphold discipline and military standards among warehouse personnel, enforcing regulations and addressing any misconduct.
- Collaborate with other units and departments to support joint logistical operations and mission requirements.
- Promotion to Sergeant of Marines 2018
Veterans Service Assistant
Veteran Affairs Work study
07.2018 - 03.2020
- Assisted veterans and dependents in preparing forms and documents to present claims for benefits.
- Conducted in-person and telephone interviews with veterans and advocates to explain benefits.
- Carried out day-day-day duties accurately and efficiently. Demonstrated respect, friendliness, and willingness to help wherever needed.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Checked documentation for accuracy and validity on updated systems. Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
- Conducted comprehensive assessments of veterans' needs to determine and prioritize appropriate resources and support services.
- Provided emotional support and crisis intervention to veterans experiencing challenges related to their service, including PTSD, homelessness, and substance abuse.
- Maintained accurate and up-to-date documentation of veterans' cases and ensured compliance with all applicable regulations and policies.
- Assisted veterans with completing paperwork and applications for compensation and education programs.
- Coordinated and scheduled appointments for veterans to meet with VA representatives and specialists.
- Coordinated and scheduled appointments for veterans to meet with VA representatives and specialists.
- Maintained accurate and up-to-date records of all veteran interactions and services provided.
- Assisted veterans with navigating and accessing resources and benefits available to them through the Department of Veterans Affairs (VA).
- Provided administrative support by maintaining electronic records, scheduling appointments, and answering phone calls and emails from veterans.
- Participated in training and professional development opportunities to stay current on changes to VA benefits and policies.
Logistics Specialist
United States Marine Corps
07.2014 - 01.2018
- Receive, inspect, and inventory incoming shipments of supplies, equipment, and materials.
- Safely operate forklifts, pallet jacks, and other material handling equipment to move and store items within the warehouse.
- Organize and maintain warehouse inventory, ensuring items are properly labeled, stored, and easily accessible.
- Pack and prepare outgoing shipments for delivery, ensuring accuracy and compliance with shipping regulations.
- Conduct periodic inventory counts and reconcile discrepancies to maintain accurate inventory records.
- Follow established procedures for handling hazardous materials, including proper storage, labeling, and disposal.
- Inspect and maintain warehouse equipment to ensure safe and efficient operation.
- Collaborate with logistics personnel to coordinate the movement of materials and supplies to support operational requirements.
- Adhere to safety protocols and procedures to prevent accidents and injuries in the warehouse environment.
- Maintain cleanliness and organization within the warehouse facility, including sweeping, mopping, and disposing of debris.
- Assist in the training and supervision of junior Marines assigned to warehouse duties.
- Maintain compliance with military regulations, policies, and procedures governing warehouse operations.
- Communicate effectively with superiors, peers, and subordinates to ensure efficient workflow and mission accomplishment.
- Promotion to Corporal of Marines 2016; supervisor position begins.
Education
Bachelors - Psychology
San Diego State University
San Diego, CA12.2022
Associates - Psychology
Mira Costa college
Oceanside, CA05.2020
Associates - Human Development
Mira Costa college
Oceanside, CA05.2020
Certificate of achievement; Highest honors - CSU General Education
Mira Costa college
Oceanside, CA05.2020
Associates - Liberal Arts Emphasis in Social and Behavioral Sciences
Mira Costa college
Oceanside, CA12.2019
Skills
- Customer service
- Microsoft
- Adobe systems/Adobe Flash
- Veterans education
- Veterans benefits
- Active learning
- Communication
- Empathy
- Problem-solving
- Resourcefulness
- Organization
- Advocacy
- Collaboration
- Time management
- Documentation
- Flexibility
- Attention to detail
- Adaptability
- Teamwork
- Professionalism
- Confidentiality
- Multitasking
- Leadership
- Integrity
- Crisis management
- Logistics
- Decision-making
- Resilience
- Tactical skills
- Discipline
Timeline
Case Coordinator Supervisor
Adjoin Veterans
07.2024 - Current
Case Coordinator Lead
Adjoin Veterans
05.2023 - Current
Front desk clerk
24 Hour Fitness
06.2022 - 09.2022
Veterans Service Assistant
Veteran Affairs Work study
07.2018 - 03.2020
Warehouse non-commissioned Officer (NCO)
United States Marine Corps
06.2018 - 06.2020
Logistics Specialist
United States Marine Corps
07.2014 - 01.2018
Associates - Psychology
Mira Costa college
Associates - Human Development
Mira Costa college
Certificate of achievement; Highest honors - CSU General Education
Mira Costa college
Associates - Liberal Arts Emphasis in Social and Behavioral Sciences
Mira Costa college
Bachelors - Psychology
San Diego State University
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