Customer Service Case Manager

Eneria Noguera

*** ***** *****, *******, ** *****

Email: *********@*****.***

Phone: 508-***-****

Summary

Extensive experience in Emergency Management, including supervision of staff, coordination of services, and oversight of project initiatives such as resource allocation, budget management, and stakeholder coordination to ensure timely and effective delivery of support to vulnerable populations.

Fluent in English and Spanish with excellent interpersonal, communication, and problem-solving skills. Results-oriented Finance and Banking Professional with over 20 years of experience in sales, marketing communications, and business administration. Demonstrated success in meeting and exceeding sales goals while delivering exceptional customer service. Skilled at educating clients on banking products to meet their short and long-term financial needs.

Professional Experience

Emergency Shelter Manager (Contract Job)

Chicago

August 2022 to March-2024

Salary 62.50/hour- 84 hours /week

Provide supervision and administrative support, including managing shift supervisors, residential aides, and case managers.

Coordinate shelter operations, including staffing schedules, daily activities, and resident services.

Respond to emergency situations, resolve resident misconduct issues, and elevate supply and service needs as required. Identify and solve operational issues at the shelter.

Maintain accurate data records and reports on resident census, bed availability, and shelter operations.

Collaborate with city agencies, service providers, and volunteers to ensure effective shelter management.

Emergency Case Manager (Contract Job)

April 2021 - May 2023

North Carolina/California/Michigan/Deployed Services

Salary $50/hour- 72 hours/week

Coordinated case management services for unaccompanied immigrant children, ensuring safe and timely reunification with family members.

Conducted assessments, maintained case files, and facilitated communication between children, families, and service providers.

Ensured compliance with government policies and procedures, maintaining confidentiality, and adhering to HIPAA regulations.

Provided crisis intervention and support services to children and families, promoting a positive and supportive environment.

Case Manager-Supportive Housing/Homeless Outreach & Advocacy Project

Community Health Link

September 2017 to December 2021

Salary $22/h 40h/week

Conduct income and household assessments for rent calculation and recertification purposes.

Coordinate unit inspections and address tenant concerns regarding habitability and maintenance issues.

Advocate for tenants' rights and provide support for reporting and resolving housing-related issues.

Maintain accurate documentation and statistical data for program reporting and compliance.

Case Manager

South Middlesex Opportunity Council

Framingham, MA

June 2011 – 2017

Salary $17/h 40h/week

Developed and implemented service plans for homeless individuals, ensuring access to housing and support services.

Established and maintained regular contact with program participants, providing ongoing support and assistance.

Collaborated with community resources for client referrals and crisis intervention services.

Member Services Rep-Loan Officer

Hanscom Federal Credit Union

Natick, MA

February 2007 - March 2013

Provided comprehensive banking services, including account management, loan processing, and customer support.

Analyzed financial data and provided recommendations based on clients' needs and financial goals.

Maintained accurate records of customer interactions and transactions, ensuring compliance with banking regulations.

Education

Degree in Business Administration, Central University of Venezuela

ESL, English as a Second Language, Mass Bay Community College

Accounting Principles I & II, Mass Bay Community College

Continuing Education: Writing Courses, Communication, and Analysis, TJX Companies

Computer Skills

Proficient in Microsoft Office, Excel, Outlook, Power Point, Lotus Notes.

Special Awards/Recognition

Outstanding Performance Certification - 2000

Employee of the Quarter - April 2003, November 2005

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