Kelly McKenna
Somersworth,NH
Summary
Skilled professional in safeguarding confidential data and delivering exceptional customer service, with a proven track record at the State of NH, Dept. of Employment Security. Demonstrated expertise in conducting interviews and providing effective counseling, resulting in increased client satisfaction. Ability to combine precise data collection techniques with compassionate case management to enhance program efficiency. Committed to continuous improvement and the pursuit of innovative solutions within client support initiatives.
Overview
16
16
years of professional experience
Work History
Interviewer I
State of NH, Dept. of Employment Security
Somersworth, NH
04.2015 - Current
- Assist clients with completing applications for benefits as needed.
- Perform periodic follow-up visits with clients receiving benefits or services through the Reemployment and Eligibility Assessment (RESEA) program.
- Enter and update client information and files into databases for further review and tracking.
- Collaborate with various providers to offer clients support services and other resources.
- Expand knowledge base of program regulations and requirements consistently.
- Review applicant data meticulously for compliance with eligibility standards.
- Conduct interviews with claimants, outlining the program and explaining benefits process and procedures, establishing short- and long-term goals and creating an employment plan.
- Provide referrals to community and training resources to meet additional client needs.
- Explain program regulations and requirements to clients in a clear and concise manner.
- Work effectively in team environments to make the workplace more productive.
- Excellent service and attention to customers provided face-to-face, virtually or through phone conversations.
- Demonstrate strong problem-solving skills, resolving issues efficiently and effectively.
- Provide counseling and case management through the course of meetings under the RESEA program.
- Complete assessments (to include barrier assessment).
- Knowledge of assessment tools, Economic and Labor Market Information, websites and resources.
- Lead workshops, including weekly Eligibility Review Interview (ERI) 1 and Benefit Rights Interview (BRI), as needed.
Clerk Interviewer
State of NH, Dept. of Employment Security
Somersworth, NH
07.2008 - 04.2015
- As the first point of contact with the public at NH Employment Security, communicated with claimants, employees and other visitors to answer questions and address complaints.
- Greeted visitors in a friendly and professional manner while directing them appropriately.
- Answered claimant inquiries via phone and email.
- Received and distributed incoming mail, messages and packages to appropriate individuals.
- Monitored office supply stock levels and placed timely orders for replenishment.
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Entered data into computer systems accurately and efficiently.
- Collaborated with team members to complete tasks efficiently and meet deadlines.
- Delivered high-quality customer service through deep commitment to knowledge and performance, identifying needs of customers promptly and efficiently.
- Communicated with customers and employees to answer questions or explain information, including the process and procedures for Benefit Rights Interviews (BRIs), Reemployment and Eligibility Assessment (RESEA) orientation and meetings, Job Club and programs offered at the Local Office including Positive Recruitments; also scheduled/rescheduled customers for group meetings and Positive Recruitment events, as well as appointments with the VA representative.
- Answered multi-line telephone system and routed calls to appropriate personnel.
- Followed confidentiality rules to preserve data quality and reduce potential information compromise.
Education
High School Diploma -
Spaulding High School
Rochester, NH06-1986
Skills
- Confidential data protection
- Scheduling participants
- Administering interviews
- Customer service and assistance
- Data collection
- Counseling and case management
- Intake and assessment (to include barrier assessment)
- Support services and resources
- Referrals (training and community)
- Knowledge of assessment tools
- Employment services
Timeline
Interviewer I
State of NH, Dept. of Employment Security
04.2015 - Current
Clerk Interviewer
State of NH, Dept. of Employment Security
07.2008 - 04.2015
High School Diploma -
Spaulding High School