- Microsoft Office 365
Koreen (Kori) Ince
Director / Human Services / Customer Service
Leander,Texas
Summary
Talented Program Director skilled in handling administrative, operational and outreach program functions. Wears many hats to accomplish dynamic objectives. Ready to apply nearly 20 years of experience to new professional challenges with growth-oriented organization.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work History
Program Director of Community Services
Opportunities For Williamson And Burnet Counties
Georgetown, TX
04.2019 - Current
- Redesigned agency's Energy Assistance program (average yearly budget is 900k) and developed case management program from ground up, laying out framework and defining roles (average yearly budget is 300k).
- Creating processes/procedures and hiring/training staff on new federal funding of Water Assistance (Current budget 600k)
- Adapted to develop one-time federally funded programs providing additional financial assistance to clients during pandemic.
- Created procedures, trained staff, added new staff and structured internal reporting for these funding opportunities. (Rental Assistance - 60k, Mortgage Assistance - 500k, Additional funding for gift cards 16k)
- Improve success of programs by making proactive adjustments to operations.
- Maintained tight production timetables and quality standards to give client exceptional customer service.
- Provide ongoing direction and leadership for program operations.
- Identifying risks and develop mitigation plans.
- Schedule and supervise staff meetings to discuss new ideas and update staff on program details and milestones.
- Hire and manage staff on-site, remote and hybrid. Also work with temporary staffing agencies and government program "Back to Work" staffing.
- Maintain and update project related documents, budgets and reporting.
- Oversee teams of 3 or more, personnel focused on direct customer service and coordination of applications, processing applications and disbursing funding and working directly with clients.
- Resolved client issues quickly by training staff properly on conflict resolution and solution focused conversations.
- Meet with Executive Director on regular basis to assess progress and make adjustments.
- Collaborated with other Senior Leadership staff to uncover issues, identify applicable solutions and offer guidance.
- Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
- Interact with customers and clients to identify business needs and requirements.
- Identified costs involved for additional programs and needs to adapt during and after pandemic to keep in line with departmental budget.
- Address and resolve technical, financial and operational concerns by working with team members and directors.
- Facilitate programming by coordinating resources and deliverables between departments.
- Interviewed and hired talented staff members with expertise in customer service, analytical skills and psychology training to increase skillset within department.
- Monitor and provide continuous training on program laws and compliance with State and Federal rules and regulations , conformance to guidelines and quality.
Program Supervisor of Community Services
Opportunities For Williamson And Burnet Counties -
Georgetown, TX
03.2015 - 04.2019
- Organized and managed program development from redesign through successful execution.
- Orchestrated smooth and efficient program development by collaborating cross-functionally across departments.
- Maintained tight production timetables and quality standards
- Provided ongoing direction and leadership for program operations.
- Coached team members on productivity strategies to accomplish challenging goals.
- Directed teams of 3 or more personnel, overseeing records, performance and quality assurance.
- Scheduled and supervised staff meetings to discuss new ideas and update staff on program details and milestones.
- Prepared monthly reports for multiple programs for upper management.
- Motivated and directed staff to align operations with organizational mission using appropriate training initiatives and presentations.
- Gathered and organized printed materials required for program participation.
- Collaborated with Marketing Director for web content updates and ongoing site maintenance to provide clients with easy information access.
- Assisted clients with program information, community resources, additional financial assistance and referrals for healthcare and mental health.
- Entered data in Case Manager New Gen system and handled database maintenance.
- Initiated and supported staff with networking and collaborations with area organizations
- Addressed and resolved technical, financial and operational concerns by working with team members and directors.
Office Manager and Supervisor
Injury Victims Assistance Foundation
Austin, TX
03.2014 - 02.2015
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Maintained professional, organized and safe environment for employees and patrons.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Accomplished multiple tasks within established timeframes.
- Managed program providing medication to clients in litigation
- Supervised Case Manager providing medical assistance to client in litigation
- Collaborated with contacted hospitals and medical offices for billing and payments on client roster.
- Processed medical billing and documentation for case.
Supervisor for Self-Pay Collections
Amplify Revenue Solutions
Austin, TX
03.2012 - 09.2013
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Acted as central point of contact with client.
- Received and Managed AR packages from client.
- Managed Call Campaigns.
- Acted as central point of contact for both employees and customers on routine credit and collection issues.
- Interviewed and assisted in selection of candidates for collections positions.
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Scheduled employees to provide full coverage of incoming and outgoing calls.
- Trained new team members on scripts, company services and collection strategies.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Identified needs and provided training to clarify expectations of collections agents.
- Prepared and delivered performance reviews of collections agents to support continuous improvement of department.
- Worked with customers and collections representatives to monitor documentation, reduce customer disputes and collect invoices in timely fashion.
- Recommended and implemented techniques to improve productivity and cut costs for company.
- Supervised teams in office and over-seas.
- Counseled debtors on payment options and arranged installment agreements.
- Documented conversations with consumers and research into accounts.
- Recorded all information regarding financial status of customers.
- Researched accounts and completed due diligence to resolve collection problems.
- Set up drafts and processed immediate payments.
- Achieved performance goals on consistent basis.
Supervisor for Self-Pay Collections Client Service
Outsource Group
Lakeway, TX
08.2005 - 03.2012
- Supervised daily operations and Client Service relationships to maximize revenue, customer satisfaction and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Maintained client files with sales contracts, records of client interactions, client notes and other information.
- Developed and created campaigns and monitored effectiveness against individual client needs.
- Recruited, interviewed and hired staff members offering exceptional talent and brought great skills to team.
- Worked with senior case managers to coordinate team development activities and trainings.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Established performance and service goals and held collectors accountable for individual performance.
- Encouraged creative thinking, problem solving and empowerment for group to improve morale and teamwork.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Investigated and documented incidents, events and complaints.
- Delegated tasks to existing support team members.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Education
High School Diploma -
Llano High School
Llano, TX 08.1990 - 05.1991
Personal Development - Personal Development
Self Discovery
Tx 12.2017 - Current
Certified Professional Coach - Professional Coaching
Fowler Intl Academy of Professional Coaching
Spokane, Wa 12.2017 - 04.2018
Bachelor of Metaphysical Science - Interpersonal Counseling
University of Sedona
Sedona, AZ 2021.10 - Current
Skills
- Administration knowledge
Accomplishments
Director at OWBC - Was able to coordinate and disburse over 600k of additional government funding. This was accomplished by using the current staff, temp staff and partnering with the Workforce Commission. Programs were structured and staff was prepared. The funding was disbursed on time and as needed to qualifying applicant households.
OWBC - Major participant in agency's Community Needs Assessment. Provided Qualitative data by hosting public forum. 56 local residents, community leaders and community resource participants as well has 5 speakers. Also provided a meal and time for round table discussion on the needs of the communities. Also contributed to Williamson County Cities Health District's Cities Health Assessment.
Supervisor at OWBC - Headed a team who structured, outreached and hosted a resource fair. Successful participation in the community with 48 participating vendors, local dance schools for entertainment, hosted an action and activities for the children.
Office Manager at IVAF - Created program to assist litigation clients with prescription medication while in the middle of tort case. Medication disbursement for 36 clients and approximately 65k in medications.
Supervisor at ARS - New arm of business. Work closely with Operations Director to create processes, procedures and developed connections with over 30 clients. Was then able to train over 30 staffing by remote in India for coordination and collection positions.
Supervisor at Outsource Group - Client Services Project - Assisting client by taking over their Billing Office, direct contact with client calls to their office, balancing deposits and managing the AR in their database while the client completed their conversion to a new database. AR totals around 300k. This took myself, one additional office staff and 2 collectors.
Affiliations
Board Vice-President for the Interagency Support Council of Eastern Williamson County, Inc.
Software
- Google Suites
- Client Database Management
- One Drive
- Sharepoint
- Microsoft Outlook
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don't you dare underestimate the power of your own instinct.
Barbara Corcoran
Timeline
Bachelor of Metaphysical Science - Interpersonal Counseling
University of Sedona
2021.10 - Current
Program Director of Community Services
Opportunities For Williamson And Burnet Counties
04.2019 - Current
Certified Professional Coach - Professional Coaching
Fowler Intl Academy of Professional Coaching
12.2017 - 04.2018
Personal Development - Personal Development
Self Discovery
12.2017 - Current
Program Supervisor of Community Services
Opportunities For Williamson And Burnet Counties -
03.2015 - 04.2019
Office Manager and Supervisor
Injury Victims Assistance Foundation
03.2014 - 02.2015
Supervisor for Self-Pay Collections
Amplify Revenue Solutions
03.2012 - 09.2013
Supervisor for Self-Pay Collections Client Service
Outsource Group
08.2005 - 03.2012
High School Diploma -
Llano High School
08.1990 - 05.1991
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