Customer Service Management Services

503-***-**** (c)

Eugene, OR *****

Valentin E. Serrano ad0g84@r.postjobfree.com

Summary of Qualifications

Native Spanish Speaker with strong interpersonal communication and customer service skills

Extensive experience in hiring, supervising, and managing personnel in both public and private sectors

10+ years of community and human service experience, specializing in verifying program eligibility, grant writing and compliance, and income calculations

Proficient in essential software: Excel (advanced user), SQL, Marketo, Salesforce, Slack, and cloud skills (AWS or Azure)

Work History

Marginalized Communities Access Coordinator, Lookingglass, Eugene, OR May 2023 – September 2023

Contract position focusing on designing and implementing Oregon Measure 110 related projects and outreach for marginalized communities within Lane County, Oregon.

City of Eugene, Inclusion Specialist, Eugene, OR June 2022 – Present

Collaboratively worked as a Recreation Inclusion team specialist, supporting youth with disabilities, mental health challenges, or challenging behaviors to fully participate in recreation activities through program modifications and individualized support plans.

St. Vincent de Paul, Family Support Services Specialist, Eugene, OR August 2021 – June 2022

Assisted in the management of Annex Homeless Shelter & Homeless Family Center facilities and services, as well as provided case management services for families.

Bilingual Operations Support Supervisor, U.S. Census Bureau, Springfield, OR June 2019 – August 2021

Supervised clerks, managed caseloads, and oversaw outreach and content management, including HTML, for the Census 2020 project. Responsible for federal compliance, community outreach, and coordination of activities with property owners and managers.

Minority Evaluator Program Contractor, City of Portland, Portland, OR August 2014 – Present

Evaluated and audited grant-funded city projects for compliance and effectiveness. Also, provided personnel and contractor supervision and project management.

Group Services Moderator, Community Nonprofit Resource Group (CNRG), Portland, OR Feb.2007 – Aug. 2014

Responsible for delivering comprehensive support services to Non-profit organization members throughout the Pacific Northwest, with a particular emphasis on resource referrals and assistance. Managed and moderated the member user group of the resource network for nonprofit professionals. Additionally, provided administrative support to ensure the smooth operation of the network. CNRG, catering to over 10,000 users in the greater Portland area, serves as a valuable resource network for professionals actively engaged in the nonprofit sector.

Bi-lingual Support Services Auditor, J. Lodge, Inc., Ft. Myers, FL January 2009 – April 2010

Audited English and Spanish Technical and Customer Support calls, chats, and emails for quality control and analysis. Proficient in various in-house systems.

Outreach Support Manager, GJ Solutions, Inc., New York, NY September 2005 – January 2009

Managed outreach and grant proposals, oversaw personnel and contractors, and handled project management, hiring, compliance, administrative reporting, staffing, budgeting, and diversity training.

Education

University of Louisville, Louisville, KY, Master of Urban Planning Degree, Graduated in 2004

Salem State College, Salem, MA, Bachelors of Science in Geography, Graduated in 1998

Salem State College, Salem, MA, Geographic Information Systems Certificate, Summer 1996

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