Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Natalie Italiano

Northglenn,CO

Summary

Accomplished CNA, Home School Teacher, and former Supervisor, Case Manager, and Employment Consultant adept at handling high caseloads and stress load without sacrificing quality of care. Operates exceptionally well in high-pressure environments. Recommends best resources and courses of action to benefit employee and client needs and return each to optimal quality of life.

Overview

9
9
years of professional experience

Work History

Home & Community Support Supervisor

Continuum of Colorado
Aurora, CO
05.2022 - 04.2024
  • Supervised and evaluated up to 34 employees' performance, providing feedback and guidance to ensure quality services were provided to our clients.
  • Provided direct assistance to individuals in crisis situations, determining appropriate interventions and resources needed.
  • Conducted corrective actions on employees not abiding by company expectations and policies through company forms.
  • Coordinated the development of individual service plans with clients, their families, and their case managers.
  • Conducted regular meetings with employees and clients to review cases, discuss challenges and develop strategies for resolution.
  • Ensured compliance with all relevant legislation, regulations, codes of practice and internal policies and procedures.
  • Maintained client records in accordance with applicable laws and regulations.
  • Reviewed incident reports from staff regarding challenging behaviour or other incidents involving clients.
  • Managed caseloads including assessment of needs; goal setting; service planning; monitoring progress; ensuring timely delivery of services; updating documentation as required.
  • Collaborated with other community support supervisors and regional managers to share best practices in order to improve overall service delivery.
  • Assisted in the hiring process by interviewing potential candidates for open positions within the department.
  • Resolved conflicts between clients or staff when necessary using effective problem solving techniques.
  • Established and maintained relationships to meet community needs and avoid service duplication.
  • Processed payroll for 34 employees weekly, ensuring accuracy of documentation in Therap and logging hours through Paylocity.
  • Pull reports through Xcel and Therap to ensure accuracy of employee's notes when providing services and compliance with the client's service plan.
  • Reviewed timesheets for accuracy and completeness prior to processing payroll.
  • Researched discrepancies in payroll data and provided corrective action when needed.
  • Maintained up-to-date knowledge of relevant laws and regulations regarding wage and hour compliance.
  • Coordinated with Human Resources staff on employee leaves of absence or corrective action/termination paperwork.
  • Met time deadlines set fourth by Human Resources when processing payroll.
  • Met upper management deadlines when set fourth with time sensitive tasks by prioritizing and constructing calendars.
  • Responded to employee inquiries regarding payroll and timekeeping.
  • Tracked employee vacation, personal and sick leave earnings and use.
  • Confirmed attendance, hours worked and pay rates to properly post information in appropriate records.

TANF Case Manager

Contractor for Douglas County
Castle Rock, CO
07.2022 - 05.2023
  • Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
  • Maintained up-to-date case records with case activity status.
  • Linked clients with social services, health care providers and governmental agencies to help claim or reclaim individual autonomy.
  • Maintained logs and electronic client records through CBMS following department and agency policies for effective monitoring.
  • Assisted individuals with eligibility for available benefits through the county.
  • Adhered to ethical principles and standards to protect clients' confidential information.
  • Participated in regular team meetings and in-house training sessions to maintain group effectiveness.
  • Assisted clients with personal or family needs by referring SSP's or resources.
  • Consulted with staff on resolution of complex service issues.

Employment Consultant

Continuum of Colorado
Aurora, CO
05.2022 - 05.2023
  • Improved clients' understanding of job search and interview techniques to help individuals find employment.
  • Conducted interview practices and assessments to determine client skills and barriers for employment.
  • Assisted individuals making career-related decisions by conducting assessments to measure skills, abilities and interests.
  • Preformed research of employment opportunities based off of individual's strengths and interests.
  • Placed individuals in jobs based on skills, abilities and interests.
  • Provided timely interventions by returning phone calls and following up on job leads.
  • Developed job leads with local companies and organizations.
  • Preformed administrative work through Therap and complete billing on a timely manner each month.

Valuations Analyst

Computershare Loan Services
11.2017 - 08.2021
  • Duties include:
  • Review BPO orders thoroughly through Acuity; ensuring all subject/comparable data (condition and site influences) and site photos are of the correct property in which our client requested
  • Ensure that agent’s follow client guidelines for certain form types; such as providing distressed or traditional resales,
  • REO’s, quick sales, interior/exteriors, auctions, etc
  • As a proficient employee, I assisted management in other duties such as panel review work, excel documenting, and worked other queues that were escalated from other employees
  • Responsibilities include:
  • Maintained efficient work ethic in a remote setting and worked with management to develop a schedule that suited my needs
  • (Tues-Sat 5a-10a and 7p-11p)
  • Adapted well to changing tiers based on client demand and difficulty (T1, T2, T3)
  • I worked the assigned T2 and T3 queues based on my level of expertise and high orders per hour
  • Worked alongside management in the evenings to ensure all orders due the next day were completed and quality checked (sorted by SLA date/deadline)
  • Adapted to changes when volume would be low such as review disaster reports, field reports, panel work, etc
  • (Cross Trained) Traditional Appraisal Review duties/responsibilities include:
  • Reviewed all documentation provided by the appraiser and client; ensured all borrower information, sale contracts, loan types, etc
  • Matched the appraisal submitted by the appraiser
  • Reviewed all pages of the appraisal and reported any deficiencies that could have influenced the appraised value
  • Applied to all report types such as FHA, 1004, 2055, 1073, Cost to Cures, etc
  • Created a worksheet PDF in a particular order indicating any deficiencies and updated management by routing the order to supervisory review
  • (Cross Trained) Hybrid Appraisal duties/responsibilities include:
  • Reviewed hybrid, desktop, and bifurcated appraisals based off of product type and client expectations
  • Reached out to appraisers via email and phone to recruit or to inquire acceptance of a particular assignment in their area (fee, turn time, etc.)
  • Inputted data for certain reports (typically ones prior to a bifurcated product) which required reviewing an original appraisal and inputting all appraisal and comp data into a new order called an ARA
  • Valuation Connect

Panel Recruiting Representative and Management

Computershare Loan Services
10.2017 - 07.2021
  • Duties include:
  • Contacted real estate professionals and appraisers through specific networking sites to recruit their business for our company; communicated the reasons to those interested in what makes our company highly successful with our clients
  • To those interested, I would compose a professional email with the licensing and product type fees application attached for them to send back to us for review in order to be added to our panel
  • Communicated with each specific client through Acuity to inform them of the results I had obtained by getting an appraiser or real estate agent added to our panel to complete their requested appraisal or BPO
  • Responsibilities include:
  • Kept track of recruiting emails that were sent out to each available agent/appraiser and would address any questions they would have regarding their application or with our company specifically
  • Communicated with our client by phone or Acuity and would return any voicemails that were left when out of the office to address concerns they or the borrower would have
  • Worked each recruiting appraisal request in all different territories given by our client in a highly time sensitive manner

Regional Manager (Appraisal/Valuation Coordinator)

Valuation Connect
07.2016 - 09.2017
  • Duties include:
  • Coordinated all appraisal requests from our clients through Acuity for different types of real estate and BPO’s in specific states that were given as my territories : Assign/communicate with appraisers/agents by phone to complete:
  • Wrote any necessary fee and turn time requests to our clients for complex and jumbo appraisals by specifying complexities
  • Communicated with appraisers and real estate professionals by phone or email informing them to contact the borrower/customer to schedule the inspection for a date that would work best for both parties
  • Kept track of all the appraiser’s/agent’s responsibilities through Acuity to ensure that the inspection took place successfully and that the report would be delivered to our review team in the date that was first given by the appraiser
  • Responsibilities include:
  • Ran several different reports through Excel for specific clients daily and would send off to them via email
  • Filtered through all different queues through Acuity multiple times a day in my specific territory to verify all clients were updated with the most current information I had obtained either by placing calls or receiving them
  • Obtained the inspection date from the appraiser and reported back to our client either by phone or Acuity in a very timely matter to ensure excellent customer service (Two business days or less)
  • Communicated with the appraiser before their report was due to ensure our client would obtain the report on or prior to the date we have given them (Two business days after the appraiser’s given date for our reviewing process to take place and pass successfully)

Senior Service Desk Advisor and Pro Operator

The Home Depot Inc
12.2015 - 08.2016
  • Duties include:
  • RTV malfunctioned products into the system while preforming excellent customer service to unhappy clients
  • Placed special orders to be shipped to our customers houses or store through the system, while dealing with financial services (upsold)
  • Responsibilities include:
  • Placed online orders for our customers and ensured proper installation services and deliveries
  • Created a new credit profile for any customers I upsold; informed them of all benefits and rewards through credit services, Office management and receptionist duties include:
  • Answered phone calls in a professional manner and transferred our clients in the correct departments
  • Scanned our sold inventory and created files by completed check numbers
  • Sent order information/requests through UPS using systems for the service and parts department

Service Representative

24 Hr Fitness
12.2014 - 05.2016
  • Include:
  • Opened and closed entire gym by cleaning and restocking; filed a professional completion report for management
  • Customer service; greeted members and guests either at the front desk or in kids club
  • Responsibilities include:
  • Filed incident reports for certain circumstances
  • Ensured all guests and members were using equipment in a safe matter

Education

CNA - Nursing

Colorado Board of Nursing
06-2025

Certificate for Introduction To Supported Employment, Discovery, And Person-Centered Planning -

Wise Online Academy 100 Series
Online
12.2022

Certificate For Job Development And Marketing -

Wise Online Academy
Online
12.2022

40hrs of ACRE Certification-endorsed Training Curriculum in Employment Services - Customized Employment For People With Disabilities

Wise Online Academy 100 Series
Online
11.2022

Certificate for Social Security Benefits And Work Incentives -

Wise Online Academy 100 Series
Online
11.2022

Certification in CPR & First Aid -

American Heart Association
11.2022

Certificate of Completion from Mckissock USPAP Appraisal Practice Course -

McKissock
01.2014

Skills

  • Maintain a strong and stable case load through case managing duties and ensure all client's are remaining compliant through the state of CO (CoC/Case Manager)
  • Maintain a flexible schedule through remote work and preform meetings in person or virtually with client's in the evening or weekend/to their preference of availability (CoC/Supervisor & Case Manager)
  • Handle challenges client's bring to my attention with professionalism and excellent judgement Including but not limited to employment, financial, and mental health difficulties (CoC/Supervisor, Case Manager & EC)
  • Preform job development for individuals by recognizing their strengths and assist them achieve their employment goals by working with their families and current employer's (CoC/EC)
  • Maintain a successful remote/hybrid position as an employment consultant and case manager while juggling the multiple tasks, responsibilities, and clients between the two jobs
  • Obtaining several clientele rewards through excelled customer service (Awarded by SunTrust through Valuation Connect)
  • Received employee and manager of the month award multiple times (The Home Depot)
  • Expertise working with Therap, CBMS, Excel, Chrome, Acuity, Outlook, and Microsoft (Ran reports for specific clients for CoC, Douglas County, and Valuation Connect)
  • Recruiting and panel management experience (Valuation Connect)
  • Leading teams to strive for success in results to an expanding company
  • Case Planning
  • Documentation and Reporting
  • Conflict Resolution
  • Performance Tracking
  • Staff Management
  • Negotiation
  • Staff Discipline
  • Training and mentoring
  • Employee Motivation
  • Staff Development
  • Effective Leadership

References

References Available per Request

Timeline

TANF Case Manager

Contractor for Douglas County
07.2022 - 05.2023

Home & Community Support Supervisor

Continuum of Colorado
05.2022 - 04.2024

Employment Consultant

Continuum of Colorado
05.2022 - 05.2023

Valuations Analyst

Computershare Loan Services
11.2017 - 08.2021

Panel Recruiting Representative and Management

Computershare Loan Services
10.2017 - 07.2021

Regional Manager (Appraisal/Valuation Coordinator)

Valuation Connect
07.2016 - 09.2017

Senior Service Desk Advisor and Pro Operator

The Home Depot Inc
12.2015 - 08.2016

Service Representative

24 Hr Fitness
12.2014 - 05.2016

CNA - Nursing

Colorado Board of Nursing

Certificate for Introduction To Supported Employment, Discovery, And Person-Centered Planning -

Wise Online Academy 100 Series

Certificate For Job Development And Marketing -

Wise Online Academy

40hrs of ACRE Certification-endorsed Training Curriculum in Employment Services - Customized Employment For People With Disabilities

Wise Online Academy 100 Series

Certificate for Social Security Benefits And Work Incentives -

Wise Online Academy 100 Series

Certification in CPR & First Aid -

American Heart Association

Certificate of Completion from Mckissock USPAP Appraisal Practice Course -

McKissock

Similar Profiles

CREATE PROFILE
Natalie Italiano