Customer Service Licensing Specialist
Resume:
Manny Rivera
MANNY RIVERA ***** Rex Baxter Dr, El Paso, Texas 79936 • H: 915-***-**** • C:
915-***-**** • *************@*****.***
El Paso, TX 79936
*************@*****.***
As a self- motivated professional, I have a successful background in seizing viable and innovating opportunities for expansion in the customer service industry as well as in the area of recruiting. As a proven leader I offer more than 20 years of experience in working with diverse teams to produce great results. I am very interested in opportunities to bring that experience and growth to Texas Workforce.
#readytowork
Authorized to work in the US for any employer
Work Experience
Owner/Instructor
Behavioral Training Institute - El Paso, TX
April 1989 to Present
Reduced personnel turnover and promoted employee development by recruiting team-oriented candidates and implementing new training practices. Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands. Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives. Managed day-to-day business operations, including accounting, finance, HR and marketing. I conduct an eight-hour course to first offenders enrolled in the Pre-Trial Diversion program. The eight-hour course is designed to help the individual process how to change their behavior. It aids in discovering how attitudes and beliefs can affect one's behavior. The course enables a person to understand how to control attitudes and emotions so that they can take control of their life. The information assists the participant to take positive steps to alter their present behavior. As the owner, I deal with all the necessary documentation to ensure customer satisfaction as well as comply with court orders. I am also responsible for supervising five other instructors. Childcare Investigator
Department Of Family And Protective Services - El Paso, TX February 1993 to October 2014
Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance. Supervised 15 employees in providing excellent customer service to callers requiring assistance. Developed team communications and information for meetings. Worked with customers to understand requirements and provide exceptional service. In addition, I performed highly complex duties requiring application of child licensing program knowledge and social work skills in the areas of licensing, registration, and certification. My duties involved analysis of difficult and complex childcare licensing problems. I trained new employees on licensing standards, implemented appropriate regulation actions taking into consideration the best interest of the children. I worked with the community to improve the quality of childcare services. I conducted monitoring visits to verify continued compliance with minimum standards. I provided information about the law and minimum standards to individuals or groups in the community who were interested in offering childcare. I worked with other related agencies such as health and fire departments and zoning department. I also performed highly complex duties requiring application of child licensing program knowledge in the specialized field of regulation and investigation in childcare facilities and the enforcement of Texas laws relating to licensing, child abuse and neglect. I was responsible for conducting investigations of day care facilities subject to regulation to determine whether noncompliance with minimum standards or abuse/neglect occurred. I applied a broad range of knowledge, including social work and other disciplines. I advised co-workers on resolution of complex problems dealing with day cares. I identified corrective action needed for resolution on noncompliance items noted in the investigation in coordination with the licensing specialist. I personally forged a professional working relationship with departmental legal staff, law enforcement, District and County Attorney's Office. As an Investigator, I served as a liaison and maintained an excellent working relationship with mentioned departments. I provided training to childcare providers on reporting child abuse as well as conducted orientation to potential childcare providers that were in the application stage. I was responsible for coordinating an annual training for 500 plus participants. I was also very active with the Children's Advocacy Center in assisting in their annual fund raiser. I was responsible for securing the following individuals as keynote speakers: Attorney General John Cornyn, State Representative Joe Picket, State Senator Elliot Shapleigh and Attorney General Greg Abbott.
High School Diploma
Education
None in Liberal Arts
El Paso Community College - El Paso, TX
None in Criminal Justice
The University of Texas At El Paso - El Paso - El Paso, TX Skills
• budget (8 years)
• Budgeting (10+ years)
• Coaching (5 years)
• operations (10+ years)
• Training (10+ years)
• Teaching (10+ years)
• Public Speaking (10+ years)
• Recruiting (5 years)
• Bilingual (10+ years)
• Customer Service (10+ years)
• CSR (10+ years)
• Customer Care (6 years)
• Customer Support (10+ years)
• Sales Experience (5 years)
• Spanish (10+ years)
• Childcare
• Microsoft Office
• English
• Fundraising (10+ years)
• Social Work
• Case Management
• Administrative Experience
• Classroom Management
• Event Planning
• Fundraising
• Social Work (10+ years)
Additional Information
I have over 20 years of experience in customer service and recruiting staff and placing them in appropriate teams where their strength and talents will develop. While employed at El Paso Community College I was tasked with the responsibility to rum a tutoring lab for GED. I had 12 students enrolled during my initial start date. I was responsible for recruiting and growing the number to 100 in one years time. I established and maintained relationships with local high schools and agencies dealing with our target population.
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