Employee Relations Customer Service
Resume:
KRISTI ZOCCOLI
P
E
*********@*****.***
A
Allentown, PA 18103
OBJECTIVE
EDUCATION
Decisive professional experienced in driving organizational change, improving employee engagement, and providing comprehensive support. History of success in developing and implementing policies and managing employee relations. Proactive in identifying opportunities for improvement. Adept at creating organizational structures that support company goals, foster a positive working environment, and maximize employee productivity.
Cedar Crest College
Allentown, PA
BA in Social Work
KEY SKILLS
TIME MANAGEMENT
ORGANIZATIONAL SKILLS
ONBOARDING
RECRUITING
EMPLOYEE RELATIONS
STAFF MANAGEMENT
PROBLEM SOLVING
CASE MANAGEMENT
CRITICAL THINKING
CUSTOMER SERVICE
EVENT PLANNING
MARKETING
CERTIFICATIONS
CPR/BLS CERTIFICATION
EXPERIENCE
July 2024 to January 2025 Emmaus, PA
HR Coordinator Providence Home Care Agency
Coordinated onboarding activities such as paperwork completion and new hire training.
Manage and audit employee files.
Oversee all Unemployment and Worker’s Compensation claims.
Contribute and assist with the creation and revising of company policies and procedures.
October 2023 to July 2024 Emmaus, PA
Program Specialist Providence Home Care Agency
Management and oversight of the residential program.
Supervision of the Direct Support Professionals, Residential Care Coordination Team, Incident Manager and the Behavior Specialist Supervisor.
Completion of annual assessments and quarterly reviews.
Participation in annual Individual Support Plan meetings.
Developing and implementing policies.
Conducting staff trainings.
November 2021 to June 2023 Bethlehem, PA
Admissions Representative Triangle Tech
Demonstrated excellent customer service skills while interacting with potential students and their families.
Communicating with potential student through phone calls, text messages and emails. Assisting with School and Career Fairs.
Conducted tours and provided information to prospective students, families, and visitors in a professional manner.
Processed incoming applications for admission in an efficient manner.
August 2018 to February 2021 Bethlehem, PA
Service Coordinator Service Access & Management
Coordination services and Individual Service Plans (ISPs) for Medicaid Waiver participants.
Assessing the medical, physical and environmental needs of waiver participants.
Documentation and development of service notes, care management assessments and service plans.
Communicating with waiver service providers and vendors to coordinate care.
January 2018 to August 2018 Colmar, PA
Assistant Director of Vocational Services ALTEC
Management of the pre-vocational department; overseeing both production and community participation.
Organizing and planning of daily community participation to ensure the consumers meet the requirements set by the state of Pennsylvania.
Teaching the consumers job skills in order to become competitively employed.
Instructing consumers on production in the workshop.
Documentation of daily progress notes, monthly reviews, quarterly reviews, annual assessments, Lifetime Medical Assessments and Seeps (Social Emotional Evaluation Plan).
Participation in ISP Meetings.
May 2014 to December 2017 Allentown, PA
ICM Supervisor Lehigh Conference of Churches
Manage the daily functions of the HOPE ICM Program and supervise the Case Managers.
Maintain client files, documentation and records as required by Magellan and State regulations.
Provide case management, coordination of services, delivery of the service plan and crisis intervention for clients served.
Conduct client assessments and complete required documentation including; case notes, Crisis Plans and Service Plans.
November 2011 to April 2014 Bethlehem, PA
Director of Admissions Universal Institute
Develop marketing strategies to promote services and participate in marketing events.
Provide information on agency standards, day to day operations and tours of the facilities.
Conduct the admission process which includes collection of required documentation, completion of assessments, preparing residence to meet new client's needs, medication adherence.
Supervise the residential and medical programs.
Lead staff meetings and provide on-going training to the staff.
Provide case management to residential clients and assisting residential clients with managing personal finances.
Distribute weekly grocery/gas allowances to the residential program and handle agency petty cash.
Coordinate with inter agency departments to ensure continuity of care and client satisfaction.
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