Customer Service Office

Joe S. Torres

*** *. *** ******* ***., San Antonio, Texas 78237

210-***-**** or Email: *******@*****.***

SUMMARY

Experienced & versatile professional with strong Case Management, Customer Service, Communication, Analytical & Research skills, and Conflict Management abilities with the ability to:

●Conduct screens, set-up appointments, intake, interviews, eligibility, recruitment/enrollment & case management.

●Maintain, document client records, files, logs & update report of changes- paper/electronic in data system; track clients & their progress as per program requirements including the integration/coordination of services.

●Tracking expenditures for programs & personal expenses on company accounts.

●Bilingual-English/Spanish

●Effective verbal/written & public speaking skills; networking & partnerships.

●Problem Solving: independent judgment, fact/case analysis & report writing.

●Negotiations & resolution abilities.

●Efficient administrative/office operations.

●Attend meetings, conferences, workshops & ongoinIg professional development/training.

EXPERIENCED AREAS

●GOVERNMENT GUIDELINES- Food Stamps, Medicaid, Institutional, Social Service, Financial Assistance & Counseling; Coordinating & Governing Boards.

●QUALITY CONTROL- Government/financial assistance, social services, case management, educational, use of company/office resources, judgment in fact & case analysis & research.

●COMPUTERIZE SOFTWARE-MS Office-Word, Excel, PowerPoint, Publisher, Outlook, Internet, Email; In-House & State Data Systems to include PEIS, TIERS & IMPACT & use of personal computer/laptop. Back ground checks, notification of jail custody, financial, members of household & auto & home traces.

●CUSTOMER SERVICE & COMMUNICATION- Effective written, verbal & public speaking skills; multi-tasking skills, flexibility, and the ability to work cooperatively with others in a dynamic diverse environment and populations. Follow up on services, verifications & other departments. High volume case management, call center, educational, social services, financial & government programs. Conduct needs assessments, service plans, screen, set up appointments, interview, intake, eligibility, recruitmen & enrollment into assigned programs/processes. Maintain & document paper/electronic files; networking, partnerships, coordination/integration of services with schools, legal & community organizations, law enforcement & judicial officials & medical professionals, & promotion of assigned programs. Provide Presentations, outreach, recruitment, educational, job development, program requirements, acceptance/denial & appeals of benefits for assigned programs/processes. Participated in fans/heaters give away.

●ADVISEMENT/COUNSELING- Adept in a advising students, families & other clients in Job Search/Life Skills & Job Readiness; Budgeting, Energy Conservation & Weatherization; Health & Nutrition; Savings & Credit Repair. Referrals to Legal/Civil Matters, Financial Aid/Scholarships, Education & Training, Career Exploration & other Community & Government Programs.

●INTERPRETATION/APPLICATION-Interpret & make decisions based on all levels of government/in-house mandated Rules, Regulations & Procedures pertaining to assigned programs/processes. Dr.’S medical letters/reports & award letters. Assist with gathering data & providing reports as needed to leadership, appropriate departments for assigned programs/processes external/internal or to various coordinating & governing boards. Apply/comply & stay abreast with rules, regulations & procedures that govern all assigned programs/processes. Maintain knowledge of current federal, state, institutional & social service agencies’ policies, regulations & procedures pertaining to assigned programs/processes. Served as Co-Pay Program Captain/Case Manager Inspector for the Heating & Cooling Program.

SKILLS

ADMINISTRATIVE- Acted on customer service, registration & enrollment management; student services & social services; administer administrative & general office operations; student & social services advisement/counseling; use of MS Office & operation of standard office equipment/machines & planning of special events. Multi-tasking skills, flexibility & ability to be team player. Daily processing, review & evaluation of documentation for assigned programs that include call center, educational, social services, financial assistance & government program applications, transcripts, academic; financial & personal documents, veteran’s status, pending verifications & miscellaneous forms/documents to determine eligibility & or benefits to available students, families & individuals while meeting multiple strict deadlines. Process pauper burials. Ability to work with delicate situations, sensitive information & maintain the highest level of confidentiality. Image, file paperwork & maintain students & other client’s files, records & document case notes for assigned programs/processes.

PROBLEM SOLVING- Proposed, designed, supervised the Blue Ribbon Mentorship & Incentive Program to provide additional student tutoring assistance to low performing students by other Honor Roll students for the prevention & to lessen no-shows & dropout rates. Use discretion & independent judgment, fact & case analysis, research & report writing to resolve complex problems for assigned programs/processes & other partnerships & agencies.

MANAGEMENT- Oversaw coordination/integration of services for own caseload, thus being able to provide case knowledge expertise & better decision making & quality control of client’s behavior, household needs & case progress & avoiding escalation to Judicial System level. Supervised Enrollment Reps, Financial Aid Reps, Instructors & office personnel involving student process, issues & complaints. Ability to work independently as part of a productive team; work on multiple tasks with numerous interruptions & deadlines. Student Services Coordinator for handling student to student, teacher to student & student issues, complaints, thus being able to deescalating/diffusing delicate situations. Ability to tolerate stress in an emotion-filled setting.

ORGANIZATION- Consolidated Financial & Credit Repair Awareness information into an effective & easy to read packet guide & PowerPoint presentation eliminating the overwhelming of research information & used as a requirement for students/clients receiving certain types of assistance. Assist in developing & distributing documents, requirements, general information to students, their families & other agencies/partnerships through outreach, recruitment & presentations. Complies & stays abreast with rules, regulations & procedures that govern all assigned Programs/processes. Interpret & maintain knowledge of current federal, state, institutional & social services agencies’ policies, regulations & procedures pertaining to assigned programs/processes. Participate in the review & versions of policies & procedures that govern assigned programs/processes. Provide periodic reports/data as needed to leadership/management. Attend training, meetings & conferences as necessary.

COST AWARENESS- Verified the tracking of expenditures & accuracy of payments for assistance & personal expenses in using organization’s/company cell phones, mileage logs, thus eliminating overpayment & instilling responsibility for quality control of staff’s usage of office resources. Document correct calculations, totals, services, analysis & programs.

CREATIVE- Plan, develop & implement lesson plans/curriculum- early/adult, service plans, & literature for awareness, educational & trainings resulting in students, clients & families making personal changes, setting better goals & becoming self-sufficient & being a constructive component of society. Use fact & case analysis as well as research skill including background checks & notice of jail confinement; financial, members of household, auto & home traces. Skilled in multi-need/multi-cultural environments & working with diverse populations.

WORK EXPERIENCE

Yolanda Torres-Parent Caregiver/Home Health-Personal hygiene/care including bathing, shaving, dressing, changing. Cooking/feeding. Transferring/positioning; Dr.’S appointments, administer medication & housekeeping; cleaning, washing dishes/clothes. Daily care of Cancer & Alzheimer/Dementia patients.

Alamo Area Council of Governments- ASC Care Specialist- Provide case management/coordination & integration of Elderly Assistance Proagrams in Bexar County. Provide resources/referral information to the elderly, their families/caregivers, individuals & subcontractors; familiarity with government programs, insurance policies related to the elderly & rules, regulations & procedures in regards to aging programs/services. Participated in public speaking events to elected officials, community, Bexar County Advisory Committee & local agencies regarding case management/benefits counseling.

TX Department of Family & Protective Services- CPS Specialist II- Provide In-home Family Base Safety Services to at risk families & individuals to prevent legal intervention & reduce abuse/neglect through case management/direct services. Examine, assess home environment & gather pertinent information from other sources/people. Develop treatment/service plans. Home/school visits & instant drug test. Determine action to remove/reduce immediate threat to children, testify in court, place children in substitute care. Refer families to crisis intervention or other community resources.

Career Quest- Student Services Coordinator- Served as Student Services Coordinator to handle issues/complaints & deescalate/diffuse delicate situations. Advise students in educational & social services to satisfaction of school & regulatory/governing agencies in compliance with policies/procedures. Phone/mail correspondence to absent & students that have lost communication with school/class. Design & bring into existence a student educational & support structure for low performing students & reinforcement of course skills.

Texas Health & Human Services- SA Centralize Call Center; TX Works Advisor II-Process/determine eligibility for Food Stamps/Medicaid Programs. Interview, document/verify data, determine financial eligibility/explain benefits/requirements. Process renewals, changes & communicate with other departments/agencies to exchange, verify, answer or address inquiries, issues or resolve problems. Ability to read, understand & apply guidelines, regulations, policy & procedures. Clerk III-Regional Call Center-Provide clerical support to TX Works Advisor II/Medicaid Eligibility Workers staff. Process mail, open & date stamp incoming change requests/supporting documents; log changes, fax, copy, forward/return incomplete applications & assist with completion. Communicate with other departments/agencies to provide, exchange or verify data, answer queries/issues or resolve/report problems/complaints. Maintain records, files, logs, file & retrieve data. Batch forms prior to data entry. Data check SAHA verifications/report changes; log timesheets/reports.

LULAC National Educational Service Centers, Inc., Career Prep Advisor- Conduct citywide workshops to evaluate challenges, needs & develop career plans to low income/disadvantaged educational background middle/high school students. Compile/maintain educational programs, financial aid information, pre-employment information, specific skills & knowledge relating to career exploration, financial aid/scholarships & job ready skills; master application, interview skills & job placement. Planned special events- job fairs, university/employer tours.

The Children’s Shelter- Family Support Worker-Teen Dads- Provide home visits/case management, outreach & recruitment to low income/disadvantaged educational background high school teen dads. Complete assessment, intake & enrollment for Project MAS-South Teen Dads Program. Maintain, document, track clients in PEIS System. Develop/implement specific topic meeting/instruction in parenting, nurturing, nutrition, career exploration, higher education opportunities & specific targeted topics.

Bexar County Housing & Human Services-DCS Intake Worker- Provide utility assistance to low income households & enroll into various assigned programs/processes. Pledge payments to various vendors. Perform as Co-Pay Program Captain. Case management/referrals & coordination of services with other agencies. Conduct pre/post inspections for Heating/Cooling Program. Job search/educational information. Liaison between customer, vendor, site coordinators/service providers. Verify, exchange data for assistance with other agencies. Conduct presentations, outreach, recruitment & education; site/home visits; Process pauper burials.

Ser Jobs For Progress-Facilitator/Case Manager- Conducted presentations on Workfirst Choices Orientations/Employment Planning Sessions to TANF recipients to assist them to become self-sufficient. Conduct/Instruct Job Search/Life Skills/Job Readiness classes. Provide information on local job market/career & educational opportunities. Assist clients in using computer lab resources available at Ser/Texas Workforce Centers.

EDUCATION & TRAINING/PROFESSIONAL DEVELOPMENT

BA Liberal Studies- Education/Spanish, Our Lady of the Lake University, San Antonio, TX,1998

AAS Mortuary Science, San Antonio College, San Antonio, TX, 1992

Certificate- Pharmacy Technician, Southwest School of Medical Assistants, San Antonio, TX. 1988

Diploma, Edgewood High School, San Antonio, TX, 1986

Trainings: Customer Service, Dealing With Difficult Customers, Interviewing Skills, Testifying In Court, Conducting Drug Test, Assessments, Treatment Plans & Service Plans; Resources & Networking; How To Document Case Notes; State Data Systems.

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