Customer Service Manager

MERCEDES A. MATOS

Wilmington, Delaware Phone: 484-***-**** E mail: ****************@*******.***

COMMUNITY RELATIONS AND HUMAN SERVICE ASSISTANT

** ***** ** *********** ********** and responsibility with documented success in the areas of case management

and family advocacy. Adept at both oral and written communication. Interact effectively with individuals of all

levels of public administration and skilled at encouraging others and developing rapport. Professional skills also

include:

Fluent in Spanish and French Office Management Experience

Proficient in the use of Microsoft Office Skilled in Translating Legal Documents and Briefs

Trained Customer Service Professional Practical experience in Human Service work

PROFESSIONAL EXPERIENCE

Resource & Referral Specialist, 3/2009 to Present

Montgomery County Child Care Information Services, Norristown, PA

Assisted parents with child care subsidy process. Helped parents with the application process as well as

answered questions about the eligibility process. Served as an English-Spanish translator for the Latino parents.

Conducted face to face interviews for parents approved for child care program. Acted as liaison between

organization and various social service organizations. Represented organization at various community events,

resource conferences and professional activities. Facilitated communications between the Early Intervention

Program and assisted Spanish speaking clients with the application process.

Case Manager/Enrollment Specialist, 11/2008 to 3/2009

EDSI (EDUCATIONAL DATA SYSTEMS INC)

Assisted as case manager for Temporary Assistance Needy Family (TANF) clients. Evaluated clients &

designed a program that would allow them to become self-sufficient, successful individuals. Connected them

with a job program & as well as provided resources. Kept track of their job program hours & helped them

overcome such difficulties as transportation (providing bus tokens), helping them create a resume (providing

resume critique) and providing counseling over family matters. Gave them interview tips as well as keeping

track of their progress. I also performed duties as an enrollment specialist. I would welcome new clients to our

program by providing an orientation detailing the program’s rules and their duties. I helped figure out the

project that would work best for them, formulate the number of hours that they will need to put in.

Office Manager, 9/2007 to 11/2008

Alliance Personnel, Norristown, PA

Interviewed and hired potential candidates for various clients. Maintained a list of daily employers and satisfied

their staffing needs. Evaluated employee performance. Coordinated and oversaw transportation needs,

insurance and payroll operations. Fostered development of personnel in managerial capacity.

Customer Service Representative & Quality Lead, 1/2006 to 9/2007

Stream International, Santo Domingo, Dominican Republic

Provided technical support for LG Electronics. Translated legal documents. Supervised the support

professionals and provided feedback on their performance. Advised support professionals on the improvement

and delivery of services to clients.

EDUCATION

WILMINGTON UNIVERSITY

Major: Business Administration-Still in school

MONTGOMERY COUNTY COMMUNITY COLLEGE

Associates Degree Business Administration, 2002

References Available Upon Request

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