Customer Service High School

SUMMARY

Bilingual professional uniquely qualified to partner with management to

achieve operational efficiency through coaching, training & performance

management. Experience delivering cost effective solutions to a wide range

of populations in the non for profit sector.

Interested in leveraging 8 years of diverse leadership experience to secure

a HR generalist role in a dynamic organization

CORE COMPETENCIES

Patient advocate: Proposal writing Leadership Development

Employee advocate Demographic analysis Diversity, Inclusion &

Sales & Customer Service Theoretical expertise: Retention

Experience Labor laws, EEOC, Coaching/Mentoring

Strong investigation Affirmative Action Native Spanish Fluency

skills Awareness of OSHA Staff Planning &

Event Planning and Compliance Supervisory Skills

Coordination

Platform Skills: Able to

train

TECHNICAL STRENGTHS

SOFTWARE PRODUCTS: MS Office, Publisher, Adobe, SPSS &

SOCIAL MEDIA: LinkedIn Recruitment, Google+, Glassdoors,

TheLadders.com & FB

EQUIPMENT Macbook, PC, Modular workstations

OTHER: Native Bilingual fluency English and

Spanish

EXPERIENCE

Counseling Unit Supervisor October

2013- Present

La Casa de Don Pedro, Inc.

. Oversee daily operations of the Youth Empowerment Services Program,

Family Violence Prevention Program, Emergency Housing Assistance

Program

. Serve as primary Social Worker for the Learn-N-Talk Program (parent

meetings, assessments/reassessments, treatment plan development and

review, group and individual session facilitation)

. Provide supervision to four (4) staff members

. Review, verify and process all housing cases for pre-approval and

funding

. Oversee coordination of daily operations for main division site,

including coordination of staffing needs

. Track and monitor outcomes in tandem with program assessments &

evaluations

. Produce and submit monthly and quarterly internal and external reports

. Assist with grant writing and research

. Development and delivery of all training materials

. Facilitate/attend all pertinent meetings and trainings, coordination

of trips, events, activities and other duties as deemed necessary

Advocate Counselor

July 2011- October 2013

Good Shepherds Services at Bronx Community High School & West Brooklyn

Community High School

. Track and monitor student's academic progress

. Track and monitor student attendance

. Provide academic and non-academic counseling

. Conduct regular case conferences with teachers and other academic

staff regarding student progress

. Attend all pertinent meetings, coordinate trips and activities and

other duties as deemed necessary

Care Coordinator

February 2010- April 2011

Argus Community, Inc- ACCESS II Care Coordination Program

. Enroll patients, verify eligibility and conduct duplication of

services checks

. Develop and oversee implementation of Medical Comprehensive Care Plan

in conjunction with Primary Care Physicians

. Oversee coordination of clinic based education conducted by Patient

Navigators

. Supervise and oversee team of four Patient Navigators and one DOT

Field Specialist

. Develop staff development training materials and deliver/ facilitate

all pertinent trainings

. Conduct monthly assessment of staff work including chart reviews

. Meet with patients after every primary care visit, coordinate case

conferences as necessary

Student Advocate Counselor December 2008-

September 2009

Episcopal Social Services at Harry S Truman HS Young Adult Borough Center

. Ensure the academic success of all assigned students

. Provide one-on-one academic and personal counseling to students

. Track and monitor students' attendance and progress

. Coordinate extracurricular activities, trips and college tours

Conduct home-visits for truant and students at risk for truancy, attendance

follow-up as needed

Site Director March

2008- November 2008

Hispanic Outreach Services/ Catholic Charities

. Oversee daily operations and management of the Albany site

. Assess client needs through Intake Assessment and Goal Plan

development and implementation

. Oversee the Hispanic Youth Life Enrichment & Family Assistance Program

including staff supervision

. Develop and deliver staff orientation and training materials to county

and agency standards

. Recruitment and onboarding functions for staff

. Advocated on behalf of clients/families for social services provisions

. Refer clients to additional supportive services as deemed necessary

. Produced and submitted agency and county weekly/monthly/quarterly and

annual statistical reports

. Produce and deliver training materials on topics such as Case

Management, Time Management and Working with Diverse Populations for

staff

OTHER EXPERIENCE

Catholic Charities AIDS Services/ Intensive Case Manager 2007-2008, Parsons

Child and Family Center/ Residential Treatment Facility, Child Care Worker

III & Environmental Specialist 2006-2007, Saint Catherine's Center for

Children/ Marillac Family Shelter, Resident Assistant 2004- 2005, 12 years

retail sales & customer service experience- H&M, Express, Kirklands,

Picture People, among other stores and franchises, Extensive experience in

event planning and coordination, Experience working with statewide

Information Management Systems

EDUCATION

John Jay College of Criminal Justice, City University of New York

Masters of Public Administration (MPA). Dual specialization: Operations &

Management and Human Resource Management.

University at Albany, State University of New York

Bachelor of Arts -Latin American, Caribbean and US Latino Studies,

Concentration in Communications

AFFILIATIONS

Society of Human Resource Management (SHRM), 2008-Present, Professional

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