Dependency Counselor Csr
Resume:
SANTOS GUZMAN Jr.
San Juan, TX, *8589
Phone: 956-***-**** Cell: 956-***-****
********.**@*****.***
Career Overview
Excellent communicator with 7+ years of experience in a demanding call center environment as a Customer Service Representative, Sales Representative, and Trainer. Empathetic and encouraging Supervisor/Monitor contracted by DFPS, with problem solving skills that are unmatched. I thrive working with people, especially those considered difficult by most. I will bring my skill set to any environment and constantly try to better myself and those around me. I take direction well and love to work with others, but can and will be independent if the situation arises. I hope to have the opportunity to use my skills and experience in all endeavors.
Core Strengths
Ethics
Empathy
Training and development
Strong Communication
Active listening
Work Experience
Familial Services Specialist/Monitor/Supervisor
June 2016 to March 2020
Affinity Community Services Edinburg, TX
Working Directly with the Department of Family Protective Services or Child Protective Services
in order to maintain the highest quality visitations, and become the voice of the children to the
Judges in Family Court and to inform of the quality of parenting skills to the department, Some
call us the eyes and ears of the department. Protecting children from their abusive parents is
our main goal during these visitations.
Maintain communication with DFPS and CPS via e mail and PDF
Use observation forms that allow Caseworkers to better asses the client and give
recommendations to the Judge in family court.
Make sure to follow rules and expectations during the visitation. (Parents are made aware of
these on their initial visit)
Working closely and communicating constantly with foster parents, caseworkers and Biological
Parents in order to coordinate visits and changes in visitation parameters.
Maintaining Quasi independence and making decisions on the go in order for situations to run
smoothly. A boss or caseworker may not always be available and decisions have to be made
immediately to the best of your ability. Thinking on the go is a huge part of the job and I excel
at this aspect of job requirements.
As of May 2018 I was promoted to Supervisor. This involves running the state contract alongside the contractor. Scheduling employees for work. Scheduling clients to visit with their children. Making sure monitors have all the information necessary to carry out a successful visitation between parent and child. Resolve any issue between the monitor and the client. Resolving issues constantly throughout the day with caseworkers, clients and monitors. Other things I’m involved with are payroll and billing the state of Texas for services rendered each month.
Technical Care Specialist
October 2012 to February 2016
T-Mobile US- Mission, TX
Subject matter expert on all T-Mobile network, device, feature, service issues, systems and tools.
Build customer loyalty through timely and effective one call resolution.
Used resource documentation for reference and troubleshooting device and network problems. Appropriately disbursed adjustments and account credits in accordance with T-Mobile policy.
Meets productivity and quality standards for the department.
Demonstrated positive and cooperative behavior with customers and co-workers.
Completed training requirements to stay current on existing and new systems and products to grow skills, and to maintain proficiency on company values and organizational requirements.
Showed an ability to work evenings, weekends, or varied shifts as assigned. Also was able to show reliable, predictable and consistent attendance.
Professional Fund raiser/CSR/Sales representative/Trainer
March 2011 to June 2012
State Wide Appeal Inc. - San Antonio, TX
Sales Representative
February 2010 to January 2011
Harris Connect Llc- San Antonio, TX
Maintain 30% plus sales rate. Handle 60+ customers daily, answer customer inquiries while maintaining top customer service.
Professional Fund raiser/CSR/Sales Representative/Trainer
July 2007 to November 2009
State Wide Appeal Inc. - San Antonio, TX
Fast paced call center environment, which included serving three different law enforcement entities as clients. As an employee of State Wide Appeal Inc., I was required to meet daily, weekly, monthly, and quarterly sales goals. Also, it was my responsibility to train new hires and maintain quality control throughout the call center.
Educational Background
Texas Health and Human Services Commission
Licensed Chemical Dependency Counselor Intern Certificate
Institute of Chemical Dependency Studies, 2021
Houston, TX
Licensed Chemical Dependency Counselor Training
Coursework Completed
Practicum Completed
South Texas College
McAllen, TX
Associate of Arts in Psychology
Kaplan Career Institute, 2009
San Antonio, TX
Pharmacy Technician
Certificate
University of Texas Pan-American
Edinburg, TX
Education
2 years completed
South Texas High School for Health Professions, 1999
Mercedes, TX
Health
High school Diploma
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