Customer Service Quality Control

GILBERTO J. ALEXANDER

**** ********** ****** **, ***. 310 ( Washington, DC 20011

(c) 202-***-**** (h) 202-***-**** ( **********@***.***

CASE MANAGER/ PROGRAM COORDINATOR / OFFICER

Not-For-Profit, Social Services, Human Services

Bilingual, results-oriented services professional and leader with more than

20 years of diverse experience. Impact organization performance through

skillful development, implementation and direction of services programs

responsive to community needs and stakeholder requirements. Expertly align

available resources to achieve program and organization objectives. Award-

winning team builder and leader focused on continuous delivery of top

quality services. Areas of expertise:

Civic Engagement ( Advocacy ( Outreach ( Interpersonal Relations (

Communication ( Negotiation

Needs Assessment ( Data Analysis ( Planning ( Coordination ( Presentations

( Counseling

Problem Resolution ( Customer Service ( Quality Control ( Compliance

PROFESSIONAL EXPERIENCE

CITY & COUNTY OF SAN FRANCISCO IMMIGRANT RIGHTS COMMISSION, San Francisco,

CA ( 2004-2010

Immigrant Rights Commissioner: Served as Chairman, Program & Access

Committee charged with implementing Equal Access to Services Ordinance.

Planned and implemented amendments to city's Equal Access to Language

Services. Worked with city department heads, Board of Supervisors and other

elected officials to resolve civic, legal, labor, equal rights and human

rights issues.

. Developed immigrant community survey.

. Drove significant improvements to commission Website.

. Improved efficiency by increasing electronic filing of city departments'

annual compliance reports.

. Earned Immigrant Rights Commission Certificate of Honor for

"extraordinary service and commitment".

CITY & COUNTY OF SAN FRANCISCO DEPARTMENT OF PUBLIC HEALTH, COMMUNITY

BEHAVIORAL HEALTH SERVICES, San Francisco, CA ( 2003-2009

Public Health Program Specialist/ HW III: Conducted psychosocial

evaluations, created written findings and collaborated with team members to

develop treatment plans. Provided comprehensive crisis intervention

services and therapy. Planned and conducted client individual and group

meetings and training. Provided administrative support to Program Director.

. Saved Department of Public Health millions of dollars by reintegrating

clients discharged from Institute of Mental Disease back into community;

obtained income, placement, psychiatric care, medical care and other

facilitating resources to avoid client return to hospital or Institute

of Mental Disease.

. Earned Department of Public Health Employee Recognition Program

Certificate "for exceptional service and excellent performance."

JACOB A. RIIS NEIGHBORHOOD SETTLEMENT HOUSE, INC., Long Island City, NY (

2001-2003

Program Director: Created, implemented and directed Immigration/Refugees

Assistance 2000 program funded by New York City Department of Youth &

Community Development to serve clients in largest public housing

development in US. Managed translation, family budgeting, consumer

education, housing assistance, advocacy, English as Second Language, and

other immigrant-related services. Engaged in public relations presentations

and other interactions with public, other not-for-profit organizations and

local, state and federal government agencies. Created and managed annual

budget. Supervised staff, interns and volunteers.

. Coordinated agency-wide community events.

. Founded cultural group to increase Hispanic/Latino participation in

agency activities.

. Developed 1st bilingual computer class.

. Established new Quality Control Guidelines for delivery of agency

services.

Gilberto J. Alexander ( Page 2 ( **********@***.***

GOVERNMENT OF THE DISTRICT OF COLUMBIA, OFFICE OF THE CORPORATION COUNSEL,

CHILD SUPPORT ENFORCEMENT DIVISION, Washington, DC ( 2000

Bilingual Child Support Enforcement Officer: Initiated child support cases

for clients on public assistance and Medicaid and non-public assistance

clients. Located absent parents, established paternity, collected funds and

monitored distribution. Conducted interviews, initiated correspondence,

established legal actions and maintained narrative activity record in

automated Child Support system. Delivered customer service in English and

Spanish.

. Reduced rate of welfare cases due to absent parent non-support by

aggressively pursuing paternity suits and child support cases.

GOVERNMENT OF THE DISTRICT OF COLUMBIA, DEPARTMENT OF HUMAN SERVICES,

INCOME MAINTENANCE ADMINISTRATION, Washington, DC ( 1998-2000

Bilingual Income Maintenance Specialist: Identified, interviewed (English

and Spanish) and qualified clients for Medicaid, Food Stamps, Social

Security Income, Supplemental Security Income, Veteran's Pension and other

benefits. Interacted extensively with other local and federal agencies.

. Provided continued benefits and steady income to more adults, family and

disabled individuals by sharply reducing number of discontinued cases.

. Slashed incidence of duplicate benefits and fraud.

. Utilized all available resources to stimulate return of clients to work

force and society.

CITY & COUNTY OF SAN FRANCISCO, DEPARTMENT OF HUMAN SERVICES, MEDI-CAL

PROGRAM, San Francisco, CA ( 1989-1997

Senior Bilingual Financial Benefits Analyst: Conducted client interviews in

English and Spanish by phone and at various locations to document and

evaluate Medi-cal program eligibility. Prepared and analyzed often-complex

documentation for aged, blind, disabled, medical indigent, long-term care

and skilled nursing facility clients.

. Planned and implemented first Medi-cal community outreach for

HIV/ARC/AIDS clients.

. Represented Department of Human Services at VIII International

Conference on AIDS in Netherlands.

ADDITIONAL HISTORY

NATIONAL GALLERY OF ART, Washington, DC ( 1998-2000

Volunteer Survey Coordinator

. Participated in gallery's audience survey conducted in 1998-99.

. Collaborated in compiling information essential to enhancing visitor and

patron service quality.

. Interacted with other associated cultural and not-for-profit entities.

EDUCATION / TRAINING

BA in Studio Arts, Hunter College, New York, New York

BS in Social Sciences, Liceo Manuel Piar, San Felix, Venezuela

German Language, Ludwig Maximilians University, Germany

Professional Coursework, Community College of San Francisco, San Francisco,

California

COMPUTER SKILLS

Microsoft Word, Excel, PowerPoint ( WordPerfect (

LANGUAGES

Fluent in English, Spanish, German, Dutch ( Conversant in Italian, French

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