Customer Service Manager

Gloria Nez

*********@*****.*** 303-***-****

SUMMARY OF QUALIFICATIONS

Works with diverse population of all ages, including Developmental Disabilities

Expert level customer service and communication skills

Able to multi-task in a high volume, high stress environment, Results oriented, positive can-do attitude

Develops strong business relationships with Service Agencies in the community

Successfully retrieve request information from Records Facilities

Expert knowledge in the Records procedures, process and practices

Office Equipment - Multi-phone system, Copy machine, Fax machine, Document Scanner

Computer Knowledge - Microsoft Office Suite, Case Trakker proprietary program EMPLOYMENT HISTORY

Senior Records Specialist Rocky Mountain Human Services (formerly Denver Options) Denver, CO 06/98-06/15

Oversaw document scanning operations utilizing proprietary enterprise software.

Prepared and scan documents ensuring top image quality control and communicate daily scanned documents to case management department.

Prepared naming conventions and standards for manual files system.

Tracked receipt of records from provider agencies and maintain document tracking system

Administered records retention/disposition program for organization: Including rotating inactive records to off- site storage, record recalls and annual destruction.

Created and maintain box content inventories and process requests for old records. Work closely with all company departments and commercial records center staff to assure reliable access to old information.

Provided Records and Information Management Orientation to new employees.

Researched records for special requests and manage projects. Program Assistant/Records Management Denver Options Denver, CO 02/98-06/98

Worked closely with Records Manager to establish a formal records management program.

Maintained accurate paper and electronic records for active and inactive client documents.

Researched archived client documents for Adult and Children Intake Departments.

Transported content boxes from office building to Commercial storage facilities.

Shared relevant information regarding clients to ensure services with program staff.

Tracked monthly statistics and events and effectively communicate information to supervisor. Case Manager Assistant Denver Options Denver, CO 8/92-02/98

Referred clients to appropriate Residential and Vocational programs

Helped navigate and find resources for DD clients

Successfully place clients to into residential facilities

Monitored monthly client progress to ensure quality service

Provided paraprofessional assistance to Adult Services Resource Coordinator and Team Leader.

Worked with Medical Doctors completing ULTC-100 forms to ensure annual client eligibility for continued service.

Developmental Skill Instructor Platte River Industries Denver, CO 01/91-07/92

Supervised up to 20 DD individuals in a workshop setting

Trained clients on work skills through explanation and modeling job task

Wrote Individual Program Plans and complete vocational assessment documentation and data sheet

Developed job readiness and social skill needed to be successful EDUCATION

Fort Lewis College Psychology (BA Degree) Durango, Colorado Emily Griffith Medical Coding (Certificate) Denver, Colorado Emily Griffith Medical Terminology (Certificate) Denver, Colorado

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