STEPHANIE SZELUGA
Summary
Social Welfare Examiner with ten years of experience who focuses on the needs of the public. Recognized for her caring demeanor and superior social awareness. Recognized on a regular basis for outstanding performance and contributions to the department's success. Customer service, communication, and prioritization skills are all important.
Overview
15
15
years of professional experience
Work History
Social Welfare Examiner / Call Center Agent
Erie County, Social Services
04.2014 - Current
- Ensured the accuracy of the applicant's eligibility by compiling, recording, and evaluating financial data provided by the applicant
- Conducted interviews with applicants and determined eligibility for government assistance programs, including SNAP
- Reviewed the application process with applicants and assisted with document preparation for state benefits applications
- Kept in touch with clients on a regular basis by telephone or in office appointments
- Assisted applicants in coordinating with and referring to other appropriate social service agencies as needed
- Created budgets for program applicants to help help determine eligibility and eligibility amount
- Prepares evidence packets on case decisions that applicants have requested a fair hearing on with a law judge
- Attends fair hearings either virtually or in office with applicant and law judge to go over evidence packet
- Processed applications and documentation and issued benefits when households are eligible
- Answers general program questions and specific, in depth case questions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved customer complaints and addressed emergency requests and needs.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Documented and detailed calls and complaints using call center's CRM database.
- Addressed customer account discrepancies and concerns.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Maintained and managed customer files and databases.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Records Management Analyst
Gastroenterology Associates, LLP
08.2013 - 04.2014
- Created detailed and pertinent reports to aid in business decision-making
- Was in charge of the record department's document tracking database, which allowed me to track documents as theyprogressed through the processing chain
- Scanned paper documents into the computer and assigned identification numbers to make the tracking process easier
- Made contact with document requestors and obtained any additional information needed to process requests
- Communicated with internal partners on a daily basis and identified document-related issues that required cross-departmentalcooperation.
Assistant Toddler Teacher
Edukids Early Childhood Education Center
03.2012 - 06.2013
- Observed children in order to identify those who needed extra help and devised strategies to help them
- Promoted physical, academic, and social development by implementing a variety of classroom and outside activities
- Taught students about basic concepts like shapes, numbers, and letters
- Created written assessments of student performance based on observations in the classroom
- Worked with parents to help them create and maintain positive support networks as well as support strategies for continuingeducation
- Collaborated with teaching staff to assess individual progress and make recommendations for appropriate learning strategies
- Encouraged sensory development by exposing students to a variety of textures.
Lead Teacher
Olds Classroom, Teddy Bear Early Learning Center
06.2011 - 02.2012
- Planned a variety of activities to help each child develop physically, mentally, and socially
- Urged teachers to keep improving their strategies in order to maximize student learning
- Led students through fire drills, as well as maintaining order and ensuring the safety of children
- Developed and maintained positive relationships with students, parents, and teachers
- Created lesson plans and gathered materials for classroom use
- Kept a safe and disciplined classroom in order to provide a positive learning environment for each student
- Worked with struggling students one-on-one to create individualized lesson plans to help them progress
- Observed educators in the classroom and described ways to improve their teaching methods
- Conducted assessments on each child and kept track of the results
- Worked one-on-one with students to help them improve their weak areas and understand new concepts
- Followed district protocols in handling and resolving disciplinary issues
- Set up rooms so that student groups could get the most out of their education.
Shift Manager Key Holder
Marketplace
02.2008 - 05.2011
- Devised and implemented sales promotions and advertising campaigns to increase profits and attract new customers
- Effectively assigned tasks to keep operations running smoothly and employees focused during high-traffic times
- Walked through the department multiple times to assess and correct issues such as cleaning and stock replenishmentrequirements each shift
- Kept the store clean, well-stocked, and well-organized by streamlining daily operations and introducing new procedures
- Created and updated weekly work schedules to meet coverage requirements, taking into account factors such as expectedcustomer levels, planned promotions, and individual employee strengths
- Was in charge of end-to-end stock management, which included incoming inventory inspection, shelf merchandising, andshrinkage prevention
- Recruited, hired, and trained over seven new team members in three years
Education
High School Diploma -
Cleveland Hill Schools
Cheektowaga06.2008
Skills
- Eligibility Determinations
- Large Caseloads
- Applicant Interviewing
- Application Documentation
- Public Assistance Programs
- Active Listening
- Explaining Benefits
- Application Reviews
- Government Regulations
- Information Gathering
Timeline
Social Welfare Examiner / Call Center Agent
Erie County, Social Services
04.2014 - Current
Records Management Analyst
Gastroenterology Associates, LLP
08.2013 - 04.2014
Assistant Toddler Teacher
Edukids Early Childhood Education Center
03.2012 - 06.2013
Lead Teacher
Olds Classroom, Teddy Bear Early Learning Center
06.2011 - 02.2012
Shift Manager Key Holder
Marketplace
02.2008 - 05.2011
High School Diploma -
Cleveland Hill Schools
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