Customer Service Quality Assurance

Cinthia Candelaria

**** ***** ****, *******, *******, 32817 *407-***-**** *407-***-**** *********.**@*****.***

Objective

Driven, committed and high-energetic individual offering valuable knowledge and a solid understanding of core business goals within the customer service, administration and public housing industry. Proven experience in effectively interfacing with internal and external clients and ensuring a forward drive within the corporation.

Skills Operating systems: Windows 98/NT/2003/XP Knowledge in AIRS and ECW, Type 40 WPM

Microsoft Technologies: Office XP Professional (MS Outlook, Word, PowerPoint, Access, Publisher, Excel), Internet

Bilingual (English/Spanish)

Quick Learner, Proficient, Team Player, Keyboarding, Word Processing, Recordkeeping, Accounting and Finance.

Experience 01/2011- 06/2012 Harlem United, INC New York, NY

(RWSS) Case Manager

Responsible for providing case management services to individuals and their families; Conduct monthly home visits and other supportive follow-up services and ensure timely provision of services; Assist clients to negotiate service delivery systems as well as make appropriate and timely referrals on behalf of clients and provide advocacy where appropriate, be very professional as well as build rapport amongst my colleagues.

Actively plan with and foster client connection to and maintenance of medical care as well as medication adherence; Participate in treatment plan development and implementation; Maintain client file/chart per agency, funder and professional standards to document services and meet program requirements (i.e assessments, reassessments, office visits, interaction forms, progress notes, etc).

Attend weekly clinical supervision either group or individual; Participate in continuous quality assurance and corrective action planning meetings; Carry out any/all activities associated with contract requirements; etc.

05/2007-12/2010 Starbright Family Residence Inc. Brooklyn, NY

Housing Specialist/ Case Manager

Function as case manager and provide excellent customer service to all participants; Manage cases for 30 clients which entails screenings, assessments, service plans developments, discharges and follow ups; Responsible for completing application process with participants, create leases and gather all personal documentation per applicant required by the housing properties. Knowledge of the component of a housing counseling program.

Work with property managers on current and upcoming housing availability and perform property inspections; Update and maintain various spreadsheets, tenant occupancy counts, move outs and vacancies; facilitate and coordinate supportive activities with other program staff; Facilitate employment events such as job readiness trainings, career building, resume preparation, interview practice, job fairs and networking with prospective employers.

Maintain activity/progress charts on every participant; Establish and maintain collaborative working relationships with homeless shelters and community resources; Conduct quality assurance program as well as self monitoring plan as assigned by supervisor; calculate loans and other financial situations; communicate effectively as well as work professionally with my peers and handle general administrative tasks etc

11/2007-01/2009 United States Postal Service Jamaica, NY

Casual Mail Handler

Sorting, moving, organizing, loading and shipping mail before it ends up with the actual mail person who delivers it; filing, faxing, copying, electronic mail handling, handling multi-line phone systems etc.

Mail handlers will operate sorting machinery that sorts mail and load packages into trucks and vans. Packages and boxes of sorted mail can be very heavy and mail handlers should be physically capable of lifting packages up to 70 lbs.

Mail handlers may also work the front counter of a post office as a clerk. Here they sell postage stamps to customers, help them affix postage, weigh packages and route mail.

Education 09/2002-08/2006 Bushwick Community High School Brooklyn, NY

Academic High School Diploma Received

08/2006-12/2006 Long Island University Brooklyn, NY

No degree granted

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