Customer Service Representative

CRISTAL PEREZ

*** *. ********* *** *****: 915-***-****

Gilbert, Arizona 85233 ************@*****.***

Dear Hiring Professional:

Please consider this letter of introduction as an expression of my interest in exploring and identifying career opportunities in Human Services with your organization. The enclosed résumé highlights my experience and qualifications.

As my résumé reflects, I possess solid internship experience in a wide variety of social service capacities providing top-notch service in complex, client-focused environments. While I do not have any professional working experience in this industry, I possess strong core academic and inter-based competencies in crisis intervention, building client rapport, intake interviews/client assessment, evaluation techniques, community education, and community referrals. This, along with my recent graduation from the University of Phoenix with a Bachelor of Science in Human Services will allow me to make significant bottom-line contributions within your organization.

My ability to empathize and approach clients with a gentle, open, and nonjudgmental attitude allows me to openly learn new methods and explore new ideas to enhance my service abilities. I have well-developed interpersonal skills, excellent communications abilities, active listening skills, strong problem resolution, and organizational abilities.

Confident that the strength of my education and experience, combined with my dedication, energy, commitment, and attitude, will add measurable value to your organization, I would appreciate an opportunity to meet with you to discuss your needs and my potential to contribute as a team member. Thank you for your attention, consideration, and forthcoming response.

Sincerely,

Cristal Perez

Enclosure

CRISTAL PEREZ

342 W. Princeton Ave Phone: 915-***-****

Gilbert, Arizona 85233 ************@*****.***

Career Focus: HUMAN SERVICES PROFESSIONAL

Knowledgeable, compassionate Human Services development professional with solid internship experience providing a wide variety of social services to diverse populations in fast-paced, client-focused settings. Well-versed in case management, community education, intake interviews, and community referral procedures and techniques.

Possess outstanding communication and interpersonal skills and quickly establish rapport with clients, family members, management, and staff with proven ability to adjust to changing situations. Adept at working autonomously or as a team member to achieve organizational goals. Highly skilled at identifying and resolving complex problems and making sound decisions.

Key Strengths:

•Regulatory Compliance •Adult & Child Development •Building Client Rapport

•Community Education •Crisis Intervention •Case Management

•Problem-Solving

•Behavior Observation Techniques •Community Referrals

Bilingual with articulate fluency in English and Spanish

Computer literate; MS Office, PowerPoint, Windows, Outlook, MS Word and Excel.

PROFESSIONAL EXPERIENCE

Family Consultant I- Parent Aid 2015-2017

JEWISH FAMILY and CHILDREN SERVICES Phoenix, Arizona

•Providing intensive home-based services (case management services) to families involved with Department of Children Services (DCS).

•Providing parenting skills training, crisis management and links families to community resources. Working closely with DCS staff and other service providers.

•Including supervising visitations and providing transportation. Homebased assigned to work. Completing client record documentation professionally, on-time, using the Agency’s electronic medical record system.

•Providing direct service to program participants, including Transportation, supervised visitation assessment, skill building based on service plan, coordination of care with DCS and other involved services, and linking families with needed resources. Includes being available to families in crisis, flexible work schedule.

•Communicating directly and regularly with other team members, and outside agencies and services, regarding participant needs and progress in order to ensure coordinated services that best meet the participant’s needs.

•Participating in regular staff meetings, agency meetings as required, and community and client related meetings as a representative of JFCS when appropriate.

•Completing agency mandated personnel documentation accurately and in a timely manner (i.e. timesheets, mileage forms, supervision and training logs, etc.

CRISTAL PEREZ PAGE 2

DDD Behavioral Health Case Manager 2015-2015 THE BEECH GROUP Mesa, Arizona

• Ensured the organization remained in compliance with all State and Federal regulations regarding DDD clients, caregivers, documentation, and quality of care delivered.

• Supported the rest of the team as necessary to ensure their goals, as well as the goals and objectives of the company, were met and/or exceeded.

• Accurately documented all Developmental Disabilities Department (DDD) service inquires received into the tracking program. Ensured that the document was kept up to date with any changes in status. Contacting the responsible party, complete the DDD inquiry information form and offer to schedule an intake with the family, yourself, and the potential caregiver.

•Maintained responsibility for the client folders and file paperwork in a timely manner.

•Assisted management on day to day issues with clients, caregivers, and case managers. Conflict resolutions a necessary skill that is used on day to day bases.

•Ensured all clients received their 5 day, 30 day, 90 day reviews on time and that the paperwork was completed in a timely manner. Uploaded paperwork in the system.

•Supported staffing efforts by actively communicating with all DDD needs and collaborated with the rest of the team.

Human Services Worker II 2012-2014

DEPARTMENT OF ECONOMICS SECURTIY Mesa, Arizona

DIVISION OF DEVELOPMENTAL DISABILITIES

•Completed Individual Support Plans for members by attaining methods, procedures and techniques. Knowledgeable in federal and state statues and agency policies and procedure relating to the care and assistance for members with developmental disabilities; principles and procedures relating to the care and assistance for members with developmental disabilities. Performed principals and practice of case management, well-informed in community resources, medical behavioral health issues and terminology, principles of applied behavioral interventions and child development principles.

•Applied oral and written communication, developed and maintained client service plans, interviewed, counseled and interacted with members and their families. Coordinated and facilitate meetings, conducted need assessments.

•Ability to work independently and within diverse work teams; organize and managed caseloads; documented case files and performed within required/mandated time lines; maintained confidentiality.

CRISTAL PEREZ PAGE 3

Customer Service Representative II 2011-2012 DEPARTMENTOFECONOMICS SECURITY Mesa, Arizona

DIVISION OF FAMILY ASSISTANCE ADMINISTRATION

•Conducted one on one customer service techniques, in-person and telephone inquiries. Essential professional telephone etiquette. Experience in following office rules, regulations, policies, procedures and practices. Operation of basic bookkeeping skills and basic arithmetic computations.

•Handling multi-line telephone systems, screening calls and referring customers to the appropriate staff member. Assignments included scheduling appointments; handling consumer inquiries; resolving complaints in a tactful and timely manner.

• Performing data entry into various tracking systems; operating various standard office equipment; scanners, copiers, personal computers and computer software programs along with 10 key to touch.

• Communicating effectively orally and in writing; operating various types of information-processing equipment to maintain customer accounts. Completing application scanning procedure and verification of documents for On-Base input; applied relevant major instructions of the FAA program.

Customer Service Representative 1 2011 – 2011

DEPARTMENT OF ECONOMICS SECURTIY Phoenix, Arizona

DIVISION OF EMPLOYMENT AND REHABLIITATION SERVICES

•Conducting interviews while using an automated system to enter and retrieve claimant’s data; while working well with others.

•Established customer service techniques and problem solving methods: general office procedures such as, understanding the selection of office machines and equipment by operating computer systems and software, as well as standard office technology.

•Basic knowledge in Federal, State and agency statutes, rules, and regulations appropriate to the areas of assignment; learning to use verbal and written communication to apply Federal, State and agency statutes, rules, and regulations in dealing with and responding to customers and their request.

•Developed to resolve issues with customers; comprehend rules, regulations, policies, and procedures and applying basic mathematical calculations.

•Proficient in listening skills as well as efficient in communication orally and writing.

Staffing Agent 2005 – 2006

ADVANCE TEMPORARIES El Paso, Texas

•Developed new employer accounts by utilizing a consultative relationship management approach; managed existing employer accounts by utilizing a consultative relationship management approach to ensure client satisfaction.

• Identified and sourced potential candidates for a variety of positions through job boards, social media sites, on campus events, networking events and staffing agencies.

•Stayed informed of trends and innovative recruiting techniques in order to be competitive in state-of-the-art recruiting practices.

CRISTAL PEREZ PAGE 4

•Screened applicants and performed initial onsite interviews; provided detailed information on the company, business strategy, department background, job descriptions, and expectation-setting.

•Selected well-matched candidates based on qualifications and personal assessment of applicable skills, characteristics, knowledge and abilities to fulfill client job orders and maintain ongoing contact with client companies and temporary professionals currently on assignment to ensure both receive exceptional customer service.

EDUCATION

Bachelor of Science Degree in Human Services,

University of Phoenix, Santa Teresa, New Mexico

INTERNSHIPS

Intern, AVANCE 2009

El Paso, Texas

Assist licensed practitioners in providing group therapy to married couples, outreach at different community agencies, and conducting group sessions in English/Spanish. Encourage participation of activities by clients to ensure physical and mental stresses were lessened.

Intern, ALIVIANE 2008

El Paso, Texas

Provided various support services for at-risk youth and chemical dependent patients. Participated in gang intervention programs; assessed and evaluated clients to determine abuse and gave referrals to different community programs and agencies based on individual needs.

Intern, CHILD CRISIS CENTER 2007

El Paso, Texas

Given the opportunity to work with troubled children; was able to observe psychologist and psychiatrist in assessments and counseling sessions. As well as, documenting progress and any concerns to ensure proper care and treatment.

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