Customer Service Manager

**** *. ***** ******, ****, Washington ***** 206-***-****

***************@*****.***

Objectives

To utilize 30 years’ experience working with government and public programs utilizing administrative and clerical skills such as using interpersonal, bilingual, and excellent written and oral communication skills. To work in an environment that is conducive to quality customer service and to ensure that

the integrity of the program is preserved by positive work ethics.

Skills

Bilingual (English and Spanish)

Proficient in all Microsoft programs

Experienced with supervisory skills

Mastered office skills

Experience

Facilities/ Administrative Supervisor

2013-2017 - Consejo Counseling Seattle, WA

●Implement operations policies and procedures

●Ensure all maintenance is completed at all company offices/facilities.

●Prepare reports and conduct scheduling, calendaring for Managers Meetings and all Staff Meetings.

●Meet with State, City, and County auditors and implement funder’s recommendations dealing with facility issues, housing contracts, Section 8 and tax credit contract.

●Coordinate security codes and fire inspections for all facilities.

●In coordination with Human Resource, conduct investigations regarding administrative and personnel issues, make recommendations and implement corrective action.

●Work closely with Manager to assist in the establishment of procedures that implement facilities policies.

●Serve on committees, task forces and special assignments as directed by senior management team.

●Review all reports of complaints filed by client, agencies, and other staff or stakeholders against any employee.

●Interview, hire employees, evaluate, promote, discipline, and discharge employees for cause in accordance to Washington State Law.

●Responsible for assigning workload assignments and managing staff workload and productivity.

●Establish reasonable work rules for the company’s daily operations and facilities maintenance.

●Ensure and buildings and company property is clean and well maintained.

●Responsible for ensuring all office equipment and supplies have been ordered in a timely manner

●Utilized Outlook to maintain an orderly scheduling of offices/meeting rooms as needed for meetings, etc.

●Delegate to present staff as needed to ensure projects in hands are being executed on a timely

manner.

Supervised front desk staff and conducted receptionist responsibilities when needed.

Medical Case Manager

2012-2013-Consejo Counseling Seattle, WA

●Provided outreach information and referral services to Hispanic/Latino men and women with medical situations not engaged in services

●Provided intensive case management services to Hispanic/Latino to men and women living in King County with serious medical conditions

●Ensured access to care for clients who are not eligible for Medicaid

●Accessed emergency assistance, care, and medications

●Coordinate services with primary care providers

●Facilitated services with primary care providers

●Provided individual support and counseling services to clients as needed

●Established Liaisons to access community services, housing, food, medication, etc.

●Conduct intake assessments

●Developed an individual service plan that addresses physical, emotional, psychological, and spiritual needs

●Coordinated services with mental health, domestic violence, and/ or substance abuse programs to provide information and referrals to meet the individual's needs

●Coordinate and participated in monthly meetings with King County funded programs

●Completed all required documents to meet contract requirements

Employment and Training Representative

2003-2007 OIC Washington, Yakima/Sunnyside, WA

●Provided intake for potential participants to determine eligibility

●Conduct client orientation regarding program qualifications in English and Spanish

●Input client information in Database, Word, and Excel programs is needed

●Kept an ongoing tally on client expenditures

●Processed purchase orders for clients as needed for accounts payable

●Assisted client in obtaining full time/ part time employment or training as part of the OIC program

●Contact training institutions including community colleges, technical colleges, and other basic and vocational skills training providers throughout the assisted regions

●Provided participants with individual and group career and job search counseling including resumes preparation, job search, and job retention skills

●Interpret and knowledge of federal, state, and local laws in providing employment and training services to eligible migrant and seasonal farm workers

●Monitored, reviewed, and documented the progress of each participant in meeting objective of the program

●Meet on site with the program participant and the training providers to determine training progress and document compliance and resolve any problems as needed

Program Specialist

1990-2001-Washington State Migrant Council Sunnyside, WA

●Determined eligibility for seasonal child care program families

●Reviewed registration forms for eligibility determination

●Conducted DSHS/ USDA program audits on child and parent files on a monthly basis

●Network with community service providers for extended family services

●Conducted program audits at child care facilities to ensure compliance with state minimum licensing requirements/ federal regulations

●Responsible for verification of family eligibility record

●Participated in community meetings, forums, and workshops linked to service delivery systems

●Participated in part of supervisor panel in new hire interviews and discharge of employees

●Directly supervised all child care centers cook and clerk positions

●Supervised all childcare kitchen staff and ensured all USDA program requirements were being met

●Traveled to all 30 child care facilities to ensure all DSHS/USDA policies and procedures were being implemented on a scheduled basis

●Worked in coordination with the state's child care licensors

●Provided training to all new DSHS program staff

●Prepared and processed monthly DSHS/ USDA billing using SSPS programs

●Utilized a computer data based program to maintain current family and children rosters

●Participated in the preparation and submittal of annual project reports

●Ensured childcare classrooms were properly equipped

●Repair/replace/order equipment and furniture as needed

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