Customer Service Manager

PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

ELISA

QUINTANILLA

**** * * */* st, Mission, MISSION 78572 (H) 956-***-**** *****.******@*****.*** Meticulous case manager, excellent at juggling multiple tasks and working under pressure. Broad industry experience includes Healthcare, Finance and Legal. Exceptional leader talented at case management, meeting deadlines and multi-tasking. Technically-savvy with outstanding relationship building, training and presentation skills. Experienced case manager professional with strong leadership and relationship-building skills. Skilled case manager with experience in the non-profit industry. Familiar with ER, word, excel and powerpoint. Conflict resolution

Process implementation

Client assessment and analysis

Data management

Team liaison

Strong verbal communication

Powerful negotiator

Extremely organized

Risk management processes and analysis

Team leadership

Self-motivated

Project management

MAY 2016-CURRENT

Family/Child Welfare Specialist / Case Manager Children\'s Hope Residential Service Provide case management services to foster children including but not limited to, advocating on behalf of the client and family with social services agencies, court, police, medical, school, and other mental health professionals. Conduct home visits and provide on-going assessments to ensure foster homes remain viable for placement once a month.

Assists in the development of treatment plans including medication concerns with the input of family, legal guardian or significant others. I create individualized service plans, monthly visits, monthly summaries and quarterly summaries on all my foster children.

I comply with paperwork requirements as established by the states placing agency. I remind our foster parents of what is coming up for the children medical, dental, and psychological.

I am responsible for gathering all the paperwork from the foster parents and uploading them to each of the child\'s case and making sure all their CPS workers get all their monthly paperwork.

I have a close contact with all my children\'s case worker and the foster parents. I tend to call them once a week to keep up on visitation schedules and court dates and remind our foster parents of any changes.

I provide support to foster children and consultation to foster parents. May refer children for counseling, psychiatric and psychological services if indicated. Provides stabilization services on a crisis basis to prevent placement disruptions. I am always available for any emergency 24/7 (we didn\'t have any rotation or taking turns).

My families range from Mercedes all the way to Rio Grande City. I assist with child placing services, including identifying and contacting the appropriate foster home an/d coordinating arrangements between the state placement worker and foster home.

Participates in individual supervision, case conferences, staff meetings, and team meetings.

Provides supportive service to a child or children with severe emotional, behavioral, or physical needs placed with our agency.

May provide therapeutic services OR plan and coordinate additional therapeutic services/interventions to a child or children with emotional, behavioral, or physical needs placed with our agency.

Assist with other miscellaneous duties as assigned. My case load consists of 36 children and 11 homes. My duties consist of transporting children to court, scheduled visitations, doctors\' appointment as needed.

I have the knowledge on homestudies and how to do trainings. I am CPR/First Aid certified.

NOVEMBER 2015-APRIL 2016

Customer Service Representative/Case Worker Appleone / Maximus I help our Veterans with their medical needs through the Health Net Veterans Choice Program.

I complete authorization forms for their medical needs and answer all questions and concerns they might have regarding their benefits through the Veterans Choice Program. I do work with a multiple of systems.

I have access to their consultation and eligibility documentations and have to create authorizations forms based on their medical needs and what they were approved for from their Veterans Affairs Station.

I also make sure they are assigned to a local Non-VA Providers based on what type of care they are requiring using Medicare.gov and HNFS,com (Health Net Federal Services). I have complete understanding of HIPPA and are familiar with medical terminology based on the consultations from the Veterans Affairs and the request for additional services from the providers.

JULY 2013-DECEMBER 2013

Receptionist Tony Flores AC & Heating LLC

I answered telephone to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.

Greeted potential and existing customers, heard and resolved complaints from them or the public.

Filed and maintained records.

AUGUST 2010-JANUARY 2011

Cashier Walmart

I was a cashier I dealt with customer service throughout my shift. I enjoyed talking with the customers while I was cashing them out. I took payments, reloaded and activated prepaid cards and was able to cash checks. While there was no customers I was cleaning my area always trying to be productive. MAY 2008-JANUARY 2009

Assistant Manager Wing Stop

I was the assistant manager for this restaurant.

My duties consist of helping the cooks do the orders, cook the food and clean the area. I was also helping the cashiers take phone order and orders in person and receiving on-line orders.

Made sure everything was restock and nothing was missing for my shift if it was I would go to my local store and buy what I needed.

I would do inventory and close out the daily sales and do deposit. Entertainment Consultant Convergys

PERSONAL INFORMATION

EDUCATION

I was working in the call center of Convergy\'s and I would take inbound calls. This calls consist of customer service and the needed assistant activating an account, taking a payment, technical issues, escalated calls, programming changing and even doing sales.

FEBRUARY 2000-AUGUST 2006

Provider Arise Home Health Care

I was taking care of my mother that has been ill.

I did all her housework and paid her bills and accompany her and whatever she asked for.

In the field that I am in I wanted to better understand all the children that have crossed my path. By obtaining my Masters in general psychology will definitely help me out on creating a more specific individual service treatment plans and providing all the necessary care on the children and the families that I will have in care. Additional Information Skills: I am team player and I am capable of multi-tasking. I am a fast learner and have the capability to do my very best in the position I am applying for. I have knowledge on Microsoft office 365, ER system, encrypted emails, emailing with attachments, faxing, coping, answering telephones, taking messages, filing and taking leadership. I know I am the perfect candidate for the job that I am applying for. The reason that I am perfect for this position is because I want to help and bring justice to the people that life has been cruel to them for whatever circumstances. I believe I will be an important asset to your organization. CURRENT

Master of Science: Emphasis on General Psychology

Grand Canyon University Arizona

GPA: 3.49

Emphasis in General Psychology

Coursework in Speech and Communication, Sociology and Psychology Coursework in Professional Prospecting Skills

AUGUST 2015

Bachelor of Science: Criminal Justice Administration / Human Service Administration University of Phoenix, McAllen, Texas

GPA: 3.46

In my upper classes all involving criminal justice from introduction to my capstone class I REFERENCES

received high grades. The Criminal Justice field is extremely interesting to me and my personal goal is to help the people that need help and don\'t have any direction. Coursework in Professional Prospecting Skills

Coursework in Speech and Communication, Sociology and Psychology JANUARY 2013

Associate of Arts: Human Service Management

University of Phoenix, McAllen, Texas

GPA: 3.44

From all my classes of human service management, I received high grades meaning I have complete understanding of basic information what a human service employee needs to know. However, I do have the capability of being a fast learner to be suited for being part of your organization.

Coursework in Professional Prospecting Skills

Coursework in Speech and Communication, Sociology and Psychology MAY 1998

High School Diploma:

OSM Charter High School, Mission, Texas

Top 2% of class

Coursework in Professional Prospecting Skills

References

Billy R. Hollis, MS-CJAD Phone: 956-***-**** Email: ********@***.**.*** Juan F. Perez, MSCJ Phone: 956-***-**** Email: **************@*****.*** Judith A. Cantu, Attorney Phone: 956-***-**** Email: *******@***.*** Christine Ferrer, MS Phone: 956-***-**** Email: ********@*********.***

Angie Hamm, BSCJ Phone: 956-***-**** Email: **********@*****.***

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