Kerynn Fotiou
Summary
I am an energetic leader with over 10+ years of experience in customer service/case management with a superior record of accomplishment.
I am ambitious and highly motivated who is a high achiever and exceeds set goals. I have been known by previous employers as a talented professional, a natural leader and a dedicated problem solver.
I have an uncanny eye for detail and the ability to multitask and tackle challenging situations with ease.
I pride myself on being a valuable member of the team and i enjoy working in environments that are fun and motivating.
Overview
10
10
years of professional experience
Work History
Case Manager
Eworks Employment Solutions
Echuca, VIC
02.2016 - 12.2019
- Helped clients receive appropriate, high-quality care with successful results.
- Partnered with social workers, community organisations and other key stake holders to develop and implement individualised case planning.
- Identified the needs of individual clients and coordinated strategies to minimise barriers to sustainable employment and community integration.
- Managed support services and fostered communication among social workers, therapists, and community organisations.
- Managed caseload of 77 clients in welfare system to provide comprehensive assistance in entering the workforce.
- Collaborated with external agencies to meet educational and transitional needs of clients to meet suitability.
- Interviewed clients and groups to assess needs, limitations and barriers and implement strategies to address needs.
- Helped clients develop new coping mechanisms and techniques to drive behaviour modification.
- Administered assessments and developed academic goals based on specific disabilities and barriers to learning.
- Advocated for clients and sought solutions by tracking and monitoring legislation and arranging meetings with appropriate team.
- Developed and created programs and monitored effectiveness against individual participant needs.
- Recruited, interviewed and hired staff members offering exceptional talent and brought great skills to team.
- Coordinated individual referrals to obtain community services, advocated for client needs and resolved roadblocks.
- Screened and transferred incoming calls, recorded messages and transmitted information and documents to relevant departments.
- Monitored and updated employee database and managed scheduling for team.
- Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
- Produced detailed reports to track trends and keep senior management informed.
- Coached potential employees through day-to-day work and complex problems.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement and explore opportunities for improvement.
Case Management Specialist
Australian Home Care
Melbourne, VIC
05.2010 - 02.2016
- Provided safety planning, crisis intervention, and case management to clients.
- Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
- Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavours to successful completion.
- Made appropriate referrals, monitored client services in appropriate time frames, sought supervisory guidance as required, documented services provided and completed departmental billing procedures.
- Created well-written, effective care plans appropriately matching needs of clients following standards and guidelines of funders, contractors and governmental regulations.
- Informally mentored new case managers and service coordinators, answering questions, offering opportunities to shadow and observe.
- Developed and created programs and monitored effectiveness against individual participant needs.
- Recruited, interviewed and hired staff members offering exceptional talent who brought great skills to the team.
- Coordinated individual referrals to obtain community services, advocated for client needs and resolved barriers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided extensive quality assurance training via both in-person and remote teleconferences.
- Implemented new quality assurance and customer service standards.
- Completed data entry tasks with accuracy and efficiency.
- Sorted documents and maintained organised filing process.
- Compiled data and reviewed information for accuracy prior to input.
Education
Diploma - Social Sciences
Torrens University Australia
Sydney, NSW05.2015
Certificate IV - Family And Community Services
Victoria University
Melbourne, VIC11.2012
Skills
- Interdisciplinary collaboration
- Performance tracking
- Impeccable verbal and written communication
- Customer retention strategies
- Motivational leadership
- Coaching and mentoring
- Analytical thinking and problem solving
- Work planning and prioritisation
- Multitasking
- Working remotely
- Attention to detail
- Crisis intervention
- Conflict resolution
- Administration and data entry
- High volume call environments
- Answering queries on online platforms
- Interviewing and training new employees
- Positive and friendly with exceptional listening skills
- Goals and KPI driven
References
Brad Williams - Eworks Solutions: 0438 202 410
Australian Home Care - Vesna Skorjanec: 0406 124 401
Timeline
Case Manager
Eworks Employment Solutions
02.2016 - 12.2019
Case Management Specialist
Australian Home Care
05.2010 - 02.2016
Diploma - Social Sciences
Torrens University Australia
Certificate IV - Family And Community Services
Victoria University
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