Stephanie Theophin-De Leon
Kissimmee
Summary
Compassionate and knowledgeable Case Manager adept at handling high caseloads without sacrificing quality. Experienced in coordinating resources for displaced families and individuals. Proactive and resourceful with strong knowledge of community resources. Operates well in high-pressure environments while recommending best resources and courses of action that benefit all parties involved. Hardworking and dedicated to achieving desired case outcomes. Offers excellent problem-solving, conflict resolution and communication abilities. Strong communicator with passion for helping others.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Closeout Specialist
Tidal Basin - Government
08.2023 - Current
- Enhanced closeout efficiency by streamlining processes and implementing best practices for documentation review.
- Expedited project completion by closely monitoring contract performance and coordinating with various departments to ensure timely closeouts.
- Reduced outstanding closeout backlog by prioritizing tasks and efficiently managing resources.
- Ensured compliance with contractual requirements, reviewing all relevant documentation and addressing any discrepancies before final submission.
- Collaborated with finance department to reconcile financial data, ensuring accurate invoicing and payment processing during the closeout process.
- Conducted thorough contract audits to identify areas of improvement for future projects, contributing to overall company growth.
- Collected, arranged, and input information into database system.
Eligibility Specialist (Case Manager)
Tidal Basin - Government Services
02.2023 - 08.2023
- Enhanced client satisfaction by providing timely and accurate eligibility determination for the FDEM SHRC Program.
- Conducted extensive research on available resources to connect clients with appropriate community services and support networks.
- Assisted clients in overcoming barriers to self-sufficiency through targeted interventions and resource coordination.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Developed strong rapport with clients by effectively communicating complex program requirements and processes.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Established trust with clients by consistently demonstrating empathy, professionalism, and a commitment to their wellbeing.
- Evaluated residency and ownership documents to accurately assess relevant factors impacting client eligibility status.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Resolved discrepancies with client applications to verify eligibility and document completion.
- Processed and certified documents for accuracy and compliance with government regulations.
- Communicated with people from various cultures and backgrounds on application process.
- Scheduled appointments with applicants to gather information and explain benefits processes.
Senior Associate (Irregularities Lead)
HORNE, LLC
01.2022 - 02.2023
- Reduced fraud instances by implementing advanced data analysis techniques and monitoring patterns.
- Enhanced risk management strategies for increased program security and reduced financial losses.
- Collaborated with cross-functional teams to develop comprehensive fraud prevention plans.
- Detected potential fraudulent activities by conducting thorough investigations and analyzing transactional data.
- Improved efficiency of risk assessment processes, streamlining operations and reducing false positives.
- Provided training to staff on emerging fraud trends, ensuring a proactive approach to risk management across the organization.
- Streamlined reporting processes for more accurate tracking of key performance indicators related to potential fraud and risk mitigation efforts.
- Served as a subject matter expert on regulatory compliance pertaining to fraud and risk management initiatives.
- Reviewed customer accounts for unusual activity or patterns indicative of potential fraud risks, flagging concerns for further investigation.
- Optimized Fraud Detection Systems through continuous refinement of rule sets based upon ongoing analysis of system effectiveness.
- Evaluated customer data to identify and prevent fraudulent activities.
- Developed and performed risk assessments to determine level of fraud risk and prioritize investigations.
- Conducted in-depth analyses of financial records to identify fraudulent activity and accurately report findings.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Worked with third-party vendors to access and analyze data and systems.
- Tracked potential fraud cases and monitored trends to develop strategies for prevention.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Summarized all key information regarding investigation into detailed report for delivery to client.
Senior Associate - Appeals Coordinator
HORNE, LLP
04.2021 - 01.2022
- Enhanced appeal resolution rates by thoroughly reviewing and analyzing case documentation.
- Streamlined appeals process for increased efficiency through consistent tracking and monitoring of cases.
- Collaborated with cross-functional teams, resulting in improved communication and quicker resolutions.
- Maintained comprehensive knowledge of regulatory guidelines to ensure compliance within the appeals department.
- Developed strategic action plans to address identified issues, leading to a reduction in appeals backlog.
- Conducted detailed audits on case files, ensuring accuracy and completeness of information for better decision making.
- Provided exceptional customer service by promptly responding to inquiries from appellants and other stakeholders.
- Organized and managed appeals caseloads, prioritizing high-priority cases for timely resolution.
- Assisted in the development of training materials, contributing to the improvement of team performance and expertise.
- Participated in regular meetings with management to provide updates on case status and discuss potential improvements in processes.
- Contributed to a positive work environment by sharing best practices among colleagues; improving overall team performance.
- Created, composed and maintained appeal response templates.
- Developed appeals functions, policies and procedures and documentation.
- Responded to attorney inquiries and litigation notices.
- Coordinated with senior specialist to compose appeal responses.
- Acted as a departmental resource on appeals matters.
Eligibility Specialist / Case Manager
HORNE, LLP
03.2021 - 04.2021
- Streamlined the eligibility determination process by implementing case management best practices and accurate documentation.
- Enhanced program integrity by diligently verifying the accuracy of client information through various databases and third-party sources.
- Increased efficiency by conducting comprehensive assessments of applicant''s financial resources, living arrangements, and other relevant factors.
- Contributed to department goals by participating in continuous improvement initiatives aimed at optimizing service delivery methods.
- Served as a subject matter expert for colleagues seeking guidance on complex eligibility cases or regulatory questions.
- Utilized advanced analytical skills to interpret complex financial information accurately, ensuring correct benefit calculations for eligible individuals.
- Managed caseloads efficiently while maintaining high-quality standards in decision-making processes throughout every stage of application review.
- Conducted regular audits of ongoing cases to identify potential fraud or errors that may have impacted benefit determinations over time.
- Resolved discrepancies with client applications to verify eligibility.
- Assisted clients with accurate eligibility form, application and document completion.
- Processed and certified documents for accuracy and compliance with government regulations.
- Communicated with people from various cultures and backgrounds on application process.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Interviewed applicants and explained scope of different available benefits.
- Trained staff on current eligibility requirements and policies.
- Built relationships with diverse stakeholders to achieve successful program implementation.
- Cultivated and maintained relationships with community members to facilitate outreach activities.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
- Provided leadership, guidance and support to staff members.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Coordinated with community stakeholders for successful implementation of social and community service initiatives.
Legal Secretary & Case Manager
Martin Law Group
03.2019 - 12.2020
- Improved client satisfaction by providing timely and accurate legal document preparation.
- Streamlined office procedures for increased efficiency in handling legal matters.
- Enhanced attorney productivity with proficient management of case files and schedules.
- Reduced errors in legal documents by implementing thorough proofreading processes.
- Facilitated communication between clients and attorneys, ensuring prompt responses to inquiries.
- Managed multiple high-priority tasks simultaneously, meeting all deadlines while maintaining a high level of accuracy.
- Maintained strict confidentiality of sensitive information to protect client privacy and uphold professional ethics.
- Developed strong relationships with court personnel to ensure smooth filing processes and adherence to regulations.
- Conducted detailed legal research to support case strategy development and enhance attorney knowledge.
- Organized and maintained an efficient electronic filing system for easy access to critical documents and data.
- Coordinated meetings, conferences, and travel arrangements for attorneys, ensuring seamless scheduling across the firm.
- Assisted in drafting legal documents such as pleadings, motions, and briefs, contributing to successful case resolutions.
- Provided exceptional customer service when greeting clients and answering phone calls, fostering a welcoming environment.
- Supported attorneys during trials by efficiently coordinating exhibits, witness interviews, and other essential tasks.
- Organized files for court proceedings.
- Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
- Received and placed telephone calls to clients and prospective clients.
- Scheduled all appointments, appearances and briefings.
- Filed documents with courts on behalf of attorney.
- Screened telephone calls and forwarded to appropriate departments.
- Diligently edited legal correspondence for grammar and spelling.
- Arranged for delivery of legal correspondence to clients, witnesses, and court officials.
- Communicated professionally with clients, colleagues and legal partnership verbally and in writing.
- Prioritized and handled multiple assignments and maintained firm commitment to deadlines.
- Created and printed legal documents for attorneys to review.
- Completed data entry of legal documents into electronic filing systems.
- Prepared crucial legal documents, ensuring accuracy and compliance with court requirements.
- Assisted in successful mediation sessions by facilitating communication between disputing parties and their respective counsels.
- Developed strong relationships with clients, providing compassionate guidance during difficult family law proceedings.
- Collaborated closely with attorneys to develop persuasive case strategies and solidify winning arguments.
- Maintained a high degree of confidentiality while handling sensitive client information and legal matters.
- Assisted attorneys in resolving challenging custody disputes amicably through effective negotiation tactics.
- Demonstrated exceptional attention to detail when proofreading and editing legal documents for accuracy, ensuring error-free submissions to courts.
- Actively participated in case conference, supervision, departmental and external meetings.
- Conducted detailed client intakes and entered information into company database.
- Attended court hearings and depositions to take notes and document proceedings.
- Researched and analyzed legal issues and cases to provide accurate advice to clients.
Collections Specialist
Wyndham Vacation Ownership
05.2017 - 03.2018
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Collaborated with cross-functional teams to identify potential at-risk accounts and develop preventative measures.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Achieved performance goals on consistent basis.
- Entered client details and notes into system for interdepartmental access and review.
Child Support Revenue Specialist II
Department Of Revenue, State Of Florida
09.2013 - 11.2016
- Enhanced child support enforcement processes by implementing effective case management strategies.
- Streamlined communication channels for sharing vital information among team members, resulting in improved efficiency.
- Conducted thorough investigations to locate non-custodial parents and enforce child support orders accurately.
- Collaborated with legal teams to prepare cases for court hearings, ensuring comprehensive documentation of evidence.
- Provided exceptional customer service by addressing queries and concerns of clients in a timely manner.
- Utilized advanced research techniques to gather pertinent information from various sources, improving case outcomes.
- Maintained meticulous records of all case-related activities, ensuring data integrity and accuracy at all times.
- Established strong working relationships with key stakeholders, including local agencies and employers, to facilitate effective enforcement actions.
- Monitored ongoing cases closely for changes in payer circumstances that may affect existing support agreements or require modifications.
- Assisted colleagues in managing complex caseloads by providing guidance on best practices for handling difficult situations effectively and efficiently.
- Coordinated outreach efforts in the community to increase awareness of available resources for individuals seeking assistance with child support matters.
- Managed sensitive information discreetly while adhering to strict confidentiality protocols in accordance with state regulations and agency policies.
- Explained policies, procedures and instructions to parents.
- Performed case management tasks to enforce court-ordered child support obligations.
- Researched legal, financial and other records to obtain data needed to secure and enforce child support cases.
- Located parents for gaining child support and prepared records of payments.
- Calculated child support obligations and debts to initiate collection actions.
- Monitored cases for support order compliance and made adjustments.
- Evaluated income and expense data of non-custodial parents to determine support capability.
- Calculated child support obligations and debts.
- Interviewed involved parties to confirm facts, verify data and locate persons and financial assets.
- Processed legal documents such as summons, bench warrants, wage attachments and liens to prepare materials for trials.
- Documented data and completed accurate updates to case records.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
Education
Bachelor of Science - Criminal Justice
Everest University South Orlando Campus
Orlando05.2011
Associate of Arts - Business Administration
Valencia Community College
Kissimmee05.2006
Skills
- Advocacy and Support
- Individualized Assessment & Counseling
- Regulatory Compliance
- Community Outreach
- Case and Records Management
- Referral Coordination
- Utilization and Performance Tracking
- Email and Telephone Etiquette
- MS Office
- Data Entry and Analysis
- Conflict Resolution
- Staff Education and Training
- Resource Management
- Quality Assurance Controls
- Organization and Multitasking
- Relationship Building
- Positive Attitude
- Decision-Making
- Customer Service
- Interpersonal Communication
- Cross-Cultural Competence
- Attention to Detail
- Adaptability
- Empathy and Compassion
- Project Management
- Multitasking Abilities
- Public Speaking
- Critical Thinking
- Ethical Decision-Making
- Written and Verbal Communication
- Documentation Review
- Financial Analysis
- Organizational Skills
- Process Improvement
Certification
Registered Notary with State of Florida - Notary ID 1746902
- Commissioned eff. 01/23/2023 thru 01/23/2027
Membership Affiliation
National Notary Association - Registered Notary
- January 2023 to Present
Association of Certified Fraud Examiner - Associate Member
- October 2022 - Current
References
References available upon request.
Timeline
Closeout Specialist
Tidal Basin - Government
08.2023 - Current
Eligibility Specialist (Case Manager)
Tidal Basin - Government Services
02.2023 - 08.2023
Senior Associate (Irregularities Lead)
HORNE, LLC
01.2022 - 02.2023
Senior Associate - Appeals Coordinator
HORNE, LLP
04.2021 - 01.2022
Eligibility Specialist / Case Manager
HORNE, LLP
03.2021 - 04.2021
Legal Secretary & Case Manager
Martin Law Group
03.2019 - 12.2020
Collections Specialist
Wyndham Vacation Ownership
05.2017 - 03.2018
Child Support Revenue Specialist II
Department Of Revenue, State Of Florida
09.2013 - 11.2016
Bachelor of Science - Criminal Justice
Everest University South Orlando Campus
Associate of Arts - Business Administration
Valencia Community College
Registered Notary with State of Florida - Notary ID 1746902
- Commissioned eff. 01/23/2023 thru 01/23/2027
Similar Profiles
Destiny WilsonDestiny Wilson
Disaster Case Manager at Tidal Basin Government ConsultingDisaster Case Manager at Tidal Basin Government Consulting
CAYONA SEEDCAYONA SEED
Field Lead Inspector at Tidal Basin Government Consulting, LLCField Lead Inspector at Tidal Basin Government Consulting, LLC
Tonya SheppardTonya Sheppard
Eligibility Specialist at Tidal BasinEligibility Specialist at Tidal Basin