Skills

*Trilingual: English, Spanish & American Sign Language *Case Management 3+

*Crisis Intervention 3 years + *Editing 4+

*Microsoft Office 25 years & 68 WPM *Community Development 3+

*Operations Management 6+ *Business Analysis

*Client Confidentiality & Support 20+ *Public Speaking 3+

*Electronic Record Management *Policy 20+

*Document Organization *Research Analyst 12+

*Analytical Skills *Financial Accounting Analyst

*Negotiation *Leadership 15+

*Nonprofits Management6+ *Proofreading 10+

*Report Writing12+ *Quality Control Expert

*Classroom/Discipline Management 12+

Education

Our Lady of the Lake University:

Bachelors of Arts 2011 Triple Major

*English Communications

*Criminal Justice: associate in criminal justice 2010

*Pre-Counseling Psychology:

Violence Prevention & Intervention Certificate 2009

Masters in English Literature 2011 Pending Graduation

Intern Experience

The District Attorneys Office of Bexar County: Criminal 1 year 2011

Assist with legal attorneys and advocates with trial preparation.

KSAT News: 1 year 2010

Conduct interviews to gather facts for reporting purposes.

The Law Office of Thelma O. Garcia: Immigration Law 4 years 2001-2005

Provide administrative support for a legal office.

Work Experience

City of San Antonio (COSA) DHS Contract, Management Analyst 6-2023/ Present

Bilingual Case Worker for incoming migrants from all over the country into the United Stated and assist refugees resettlement efforts. Documentation with confidentiality knowledgeable with airport navigation. Crisis management works well under presser. Lead management experience. Explain Immigration documents and explain accommodation in air travel. Administrative work as well as emergency Shelter policy.

Idea Public Schools: Kokua Education San Antonio Division 06-2023/Present

Substitute Teacher

Manage classroom setting and tech various curriculums. Responsible of the welfare and childrens safety. Taking attendance, explaining day to day work, assign work, maintain the classroom. Lunch management duties. Adhere to NSID school standards and administer test to students.

Wells Fargo 10-2017/06-2023

Roles: Online Customer Support, Teller, Business Consultant(loans, lines of credit,

credit increase and online banking), Mortgage and Executive office / Lead / Coach trainer.

Support customer care by proactively seeking ways to improve a variety of complex financial products, services, and select customer segments through phone and text channels. Process claims and implement measures to prevent fraud. Conduct in-depth research on complex financial matters. Assist customers with managing their line of credit and credit cards. Process teller transactions to support customer engagement and ensure efficient banking operations. delinquencies and provides guidance and support throughout the loss mitigation process. Responsibilities include: Conduct a comprehensive review of the borrower's financial situation to determine the feasibility of modification options. Document all interactions, decisions, and actions taken in accordance with established procedures. Accounting, Banking Regulations. Sysco Phone system and transferred calls to other departments to escalate issues.

JP Morgan Chase, Senior Credit Card Specialist 10-2016/10-2017

Handle incoming calls from bankers and customers, aiding and resolving inquiries. Maintain compliance with Metrix guidelines, achieving call handle times of under 3 minutes. Pull credit reports to assess customers' creditworthiness and make informed decisions. Provide statements to customers, offering clarity and transparency regarding their credit card accounts. Process credit card payments and accurately document all related activities for each customer. Resolve fraud claims, investigating and taking appropriate actions to mitigate risks.

SWBC, Early Stage Specialist, Trainer and Lead 02-2016/ 04-2017

Conduct inbound and outbound calls to collect delinquent accounts for multiple financial institutions. Process electronic payments using the ECM (Electronic Collections Management) system upon members' approval. Update customers' information accurately and efficiently. Negotiate payment arrangements with customers and coordinate future payments. Assist in creating Spanish regulation scripts to effectively communicate with Spanish-speaking customers. Conduct one-on-one evaluations with team members, actively listening and providing constructive feedback.

The Office of Attorney General: Child Support Division, Child Support Officer II

09-2011/02-2016

Provide customers with information regarding their case, ensuring they are informed and supported throughout the process. Conduct case investigations, including research and finding solutions to address customer concerns. Schedule court dates and mail out withholding orders and court orders to appropriate parties. Utilize search databases to locate employment information of non-custodial parents. Analyze case information and perform accurate data entry work to ensure all relevant information is recorded properly.

The Children’s Shelter of San Antonio, Child Care Provider 07-2009/09-2011

Safely transport children to and from school and doctor appointments, ensuring their well-being during the journey. Maintain knowledge of each child's medical history to provide appropriate care and support. Assist staff members and children during family visits, providing support and facilitating the visitation process. Maintain open communication with children, staff, and parents, addressing any concerns or issues that arise.

NISD: Substitute Teacher 07-2009/05-2012

Manage classroom setting and tech various curriculums. Responsible of the welfare and childrens safety. Taking attendance, explaining day to day work, assign work, maintain the classroom. Lunch management duties. Adhere to NSID school standards and administer test to students.

References

Mary Garza, Office of Attorney General: Child Support Division Supervisor 210-***-****

Jessica Espinoza, The Department of Family Protection Services 956-***-****

Robert Searcy, Wells Fargo Manager (210)

Federico Carranza, DHS COSA Contract Manager 210-***-****

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