Experience with recruitment, screening, interviewing, hiring and training new employees.
Communication skills consist of reflecting a positive, professional attitude, willing to listen and assist work conflicts with employees.
Efficiently manage, oversee and develop the following: budgets, statistical reports (Excel, Access, Power Point), vendor contracts, personnel records, training,recommendations for improvement of organizations policies and practices.
Program Development (Mentor Program)
Explaining, instructing, teaching
Admin SupervisorOct 2014 to Current Maximus Inc. － Edinburg, Texas
Managed the sites attendance program and work closely with Managers and Human Capital to ensure disciplinary actions are issued on a timely basis.
Managed and consolidated all performance data for the site on a weekly, monthly, quarterly, yearly basis.
Created and developed visual methods using excel to track performance trending : AHT, ADH, Vendor Errors, etc
Assist Work Force Management with issuing out employee schedules every quarter based on their performance using a specific metric table.
Eligibility Support SupportAug 2011 to Oct 2014 Maximus Inc. － Edinburg, Texas
Supervise the daily
work activities of employees and manage work processes that result in
analyzing team and individual performance of the quality control department
sub-processes, across metrics, for multiple, designated operations groups.
with appropriate tools and resources to perform their jobs and ensures that
appropriate work instruction accordance with department procedures.
communicates required information to staff daily, and provides constructive and
eligibility guidelines for TANF, Food Stamps, and Medicaid programs for
information gathered, verifying case data, explaining program benefits and
requirements, and review eligibility of clients for ongoing services.
Process changes to client status, income
changes, provide and answer inquiries or address issues, or resolve problems or complaints when
Customer Service Care SupervisorMar 2008 to Aug 2011 Cricket Communications － Harlingen, Texas
Responsible for handling escalated telephone and email inquiries from
Pocket customer base and able to offer alternative solutions to the customer
As a customer care supervisor will communicate with customer using
telephone and web-based tools and maintain working knowledge of company
products, service and promotions.
Make financial decisions to protect/collect revenues and adjust
customer accounts when applicable and utilize computer-based and operations
systems to initiate and complete service orders, process purchases, payments
and update or enter customer information.
Coordinate paperwork as needed between various inter-company
Promote our company and staff in a
positive manner at all times when dealing with subordinates and others within
and outside our organization.
Assist with additional duties such as paperwork for: fmla, bereavement
leave, regular leave, jury duty leave, military leave, personal leave, time
Schedule work flow of representatives as
assigned by Customer Relations Director to ensure constant customer contact as
dictated by inbound call volume and goals set for outbound projects.
Infantry Scout/Admin SpecialistJul 1997 to May 2007 United States Army － San Antonio, Texas
reconnaissance team during combat operations
tactical deployment of assigned element in offensive, defensive and retrograde
Receives and issues orders, coordinates action of the
element with adjacent and support elements and organic and supporting fire
power, analyzes terrain
Conducts tactical operation for a squad, operations of
a patrol base and NBC operations
Operational security, prepares and operates and
maintains secure communications equipment
Ensures collection and proper reporting of
intelligence data to unit
identify strengths and weakness of alternative approaches to problems and time
management, coordination and monitoring
sorting out and organizing of incoming and outgoing mail, parcels and freight
employees appropriately package and prepare local and international cargo for
dispatch by stamping and labeling them.
ensuring timeliness, guidelines and policies, and how to receive mail and
attend to customers are met on a daily basis.
attendance, punctuality and the quality of services employees provide.
customer complaints and identifies areas where discipline is lacking.
report cases such as employees who carry alcohol to the workplace or solicit to
help a client evade freight charges.
where skill or professionalism is lacking and then works with HR (Human
Resources) to implement training and refresher courses.
implements orientation programs for new employee and briefs the new employees
regarding the scope for their jobs.
and record-keeping to manage large volumes of mail and parcels. Also confirms
and signs off records of inventories in short supply, route schedules, stamp
stocks, employees shift schedule, and daily cash receipts.
Education and Training
High School DiplomaMay 1997Mercedes High School － Mercedes, TX
Social WorkerSouth Texas College (STC) － Weslaco, TXAttended from August 2011 - May 2014
CompTIA - COMP001020138090 - September 24, 2010 - Computer Service Tech