Ginger Rissew Email & Phone Number

Florida, United States

United States

United States

When the company decided to move the Technology Support team to Manila, I was kept on as a Tier II and additionally worked closely with the department director on special projects. I also supported and consulted with the new TS manager in training, documentation and many other area's.

Jacksonville, Florida Area

Supervision of daily function for a Managed Service provider, Technology/Customer Support team of 10 agents, including management of escalations. • Built out KPI's(Key Performance Indicators) for the team.• Work stream lead on new client Implementation and new business area for the Technology Support team. • Developed and actively manage Quality Assurance and training program using Excel and reports from Case Management System, leading to 25% increase in customer satisfaction over 1 year. Coach individual agents as well as develop and conduct training sessions based on need, identified by weekly audits.• Identified insufficient Processes and worked with other teams to mainstream and minimize work flow process, resulting in up to 50% resolution time reduction and increased customer satisfaction. • Revamped QA Program after 1 year to be more efficient, reducing audit time by 50% via greater usage of Excel to automate the process. • Lead Role in developing “New Staff Training” for department transition to Jacksonville, FL. Maintain “New Staff Training” to ensure up to date information is presented via PowerPoint. • Managed requests in case management system and assist customers with resolution to requests/issues on a daily basis via phone or e-mail. • Performed Variety of tasks in VMS Systems-Beeline, Fieldglass and Provade. • Organized and Managed Projects involving bulk addendums and similar tasks for Beeline Program teams. • Assist in build out of MSPedia (Team knowledge base web application).

Rochester, New York

• Supervision of daily function for a Managed Service provider, Technology/Customer Support team of 10 agents, including management of escalations. • Developed and actively manage Quality Assurance and training program using Excel and reports from Case Management System, leading to 25% increase in customer satisfaction over 1 year. Coach individual agents as well as develop and conduct training sessions based on need, identified by weekly audits.• Identified insufficient Processes and worked with other teams to mainstream and minimize work flow process, resulting in up to 50% resolution time reduction and increased customer satisfaction. • Revamped QA Program after 1 year to be more efficient, reducing audit time by 50% via greater usage of Excel to automate the process. • Lead Role in developing “New Staff Training” for department transition to Jacksonville, FL. Maintain “New Staff Training” to ensure up to date information is presented via PowerPoint. • Managed requests in case management system and assist customers with resolution to requests/issues on a daily basis via phone or e-mail. • Performed Variety of tasks in VMS Systems-Beeline, Fieldglass and Provade. • Organized and Managed Projects involving bulk addendums and similar tasks for Beeline Program teams. • Assist in build out of MSPedia (Team knowledge base web application).

Rochster, Ny

• Provided consumer satisfaction and resolution of any concerns/issues.• Extensive communication with consumers and other providers. • Assigned staff to consumers based on consumers wants and needs and compatibility. • Ensured compliance with all State and Medicaid Waiver regulations through the TBI/NHTD programs. Oversight of 4 programs per waiver.• Tracked, reviewed and completed detailed service plans and reports for clients receiving waiver services including oversight of all services to ensure appropriate and consistent services provided. • Referred consumers to community or waiver services as needed. Set up and ensured appropriate delivery of services.

Rochester, Ny

• Promoted 3 times in under 4 years• Direct supervision of 8 Medicaid Service Coordinator’s and their caseloads in OPWDD, TBI and NHTD Medicaid Waivers. • Acted as liaison between consumer and service providers to assisted with intake and evaluation of incoming/existing clients including creating/maintaining and assuring the implementation of the client’s Individualized Service Plan.• Developed new documentation and tracking forms due to changes in OPWDD regulations.• Identified need, developed and implemented 3 week training curriculum for new Medicaid Service Coordinators for all 3 waivers. Provided additional coaching as needed. • Participated in the Special Review Committee. • Specialized in rehabilitation of life skills to individuals under the Traumatic Brain Injury Waiver. Including regular completion of Functional Assessments, documentation and bi-annual progress reports.

Rochester/Buffalo, Ny

• Held Multiple positions with increasing responsibilities over 7 years. • Assisted in managing a team of 10-15 people in a residential home including training.• Maintained various house and vehicle checks and upkeep including grocery shopping, budgeting, recreation calendar, staff schedule, resident records and accounts, resident care and medications. • Conducted functional assessments for existing and new residents to create/update residents Annual reports, Plan of Protective Oversight’s, Residential Habilitation Plan’s.• Developed and implemented formal training curriculum specific to individual residents including, health, diet, personal needs, and likes/dislikes. • Worked directly with RN to reorganize and reestablish routine health care needs of residents via Audit’s and correcting medical charts. • Researched two residents’ diseases including past medical records to help in further testing and progress in the health concerns. Created working documentation to be maintained in charts for future use/reference. Led to association of symptoms relating to forgotten previous diagnosis resulting in appropriate care.

Bachelor Of Arts (B.A.), Psychology

Bachelor'S Degree, Psychology