Versatile Case Worker skilled in assessments, intakes, referrals, crisis management and case management. Extensive knowledge of community resources in the Dallas area.
Calm under pressure
Career development counselor
Life skills counseling
Creative problem solver
Exceptional communication skills
MS Windows proficient
Strong client relations
Talent Solutions Specialist/Office Assistant, 03/2012 to Current ResCare Workforce Services – Dallas, Texas
Employee of the month Demonstrated the ability to learn new organizational processes, workflows, policies and procedures with minimal ramp-up time.
Manage a high-volume workload within a deadline-driven environment.
Delivers timely services in a timely, friendly and consistent manner Earned "outstanding" ratings on annual reviews for the past two years.
Recognized for high-quality work, organizational strengths and exceptional customer service delivery.
Train and mentor new Talent Solutions Specialists Created databases and spreadsheets that improved inventory management and reporting accuracy.
Customer Relations Representative, 04/2010 to 08/2010 MetLife Home Loans All Source Temp Agency – Irving, Texas
Entrusted with the most complex customer service issues as a result of exceptional ability to promptly resolve concerns and satisfy customers.
Recognized as "#1 Customer Service Rep" (out of new hire class) Ranking was based on accuracy, customer service, duration of calls and availability.
Ensured current knowledge on mortgage industry trends and changes and policy changes as communicated by Management.
Talent Development Specialist (Case Manager), 03/2014 to Current ResCare Workforce Service – 7373 S. Westmoreland Ste. 200 Dallas, Texas 75237 • Work with both youth participants and employer to maximize Manage a case load of youth participants according to WIA youth
regulations to receive work readiness, leadership development, training
services, and academic support to meet common measures. • Ensures confidentiality of all files and records, maintaining
compliance with federal, state, and local laws, regulations, guidance,
policies and procedures. .
• Develop and maintains contacts with community organizations and
educational institutions for the purpose of outreach, recruitment and
positive public relations. • Selected as MVP for recruiting the most youth to maintain the success of the program .
• Administer assessments and develop individual service strategy (ISS).
• Responsible for meeting with, contacting and providing services
to participants per program policy and guidelines adhering to
effectiveness of training and monitor participants via site visits .
• Deliver and document supportive services to overcome barriers to education and employment .
• Work with schools, employers, and training providers to ensure
that youth participants are making progress and attending regularly.
• Refer youth participants to appropriate services for needs outside of the scope of WIA. • Work collaboratively and collegially with other staff, employers, and other funded partners to ensure program success. • Provide excellent customer service in all phases of work with
youth participants, schools and employers, focusing on problem
• Attend community outreach events as required • Develop and deliver presentations to schools, community groups
and organizations to increase awareness of available services and
• Present information to potential youth participants regarding
services and eligibility requirements of the WIA program in both group
and individual settings. • Perform other related duties as assigned by the Supervisor or Program Manager.
Client Service Representative, 06/2008 to 11/2008 Credit Solutions – Richardson, Texas
Maintained 100% call quality score when assisting customers.
Answered inbound calls in support of customer needs, in addition to account retention and welcome calls.
Provided effective and timely resolution of a range of customer inquiries.
Provisioning Service Representative, 02/2007 to 06/2007 Telvista – Dallas, Texas
Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
Responsible for call center services to include cellular phone number retention services and associated administrative duties.
Bachelor of Science: Sociology, 2014 Grand Canyon University - Phoenix, AZ GPA: Dean's List
Coursework in Anthropology
Medical Billing/Coding: 1 2006 Everest College - Dallas, Texas GPA: Perfect Attendance
Dean's ListPerfect Attendance
administrative, call center, communication skills, Customer Service, databases, delivery, focus, inventory management, listening, Medical Billing, mentor, organizational, policies, problem resolution, processes, Coding, quality, reporting, spreadsheets, phone