Support Representative Service

Richard Vergel

Location: Kendall, FL Email: advi4j@r.postjobfree.com Phone: 305-***-****

Summary: Dedicated Case Management professional who enjoys learning all aspects of a position, while handling challenges with instinct, experience, and skill; Develops strong, working relationships with a team player philosophy. Previous roles include Case Management (in person and remote), Customer/Client Support, and Technical Support. Record of efficiency, productivity, and process improvement. Analytical, communicative, and diligent. Seeking to grow within a stable organization with positive and developmental culture. *References available upon request.

Skills:

Proficient in MS Word, PowerPoint, Excel, Access, Teams and Internet / social media & web editing experience.

Strong interpersonal communication skills.

Bilingual (fluent) English/Spanish, with the ability to translate.

Multi-case management with community outreach experience.

Experienced with various data entry processing, call tracking, and communication software such as CRM, Salesforce, Omni, Oracle, VRS, CTI, Avaya, and QuickBooks.

Education:

Valencia College, Orlando, FL Dec 2021

AS Technical Certificate: Business Management (Honors)

William Paterson University, Wayne, NJ

Bachelor of Arts Degree: Sociology / Minor in Criminal Justice Jan 2014

Passaic County Community College, Paterson, NJ

Associates of Arts Degree: Liberal Arts: Humanities: Humanities May 2004

Professional Experience:

North Highland Consulting, Miami, FL May 2022 – DEC 2022

Case Manager (Remote) - Homeowners Assistance Fund (HAF) Program

Responsibilities:

Review documentation/determine eligibility employing the criteria of the HAF/ State guidelines.

Conducting outreach/communicate with applicants using their preferred method of contact.

Inform applicants how they can provide necessary information/documentation for completion of application.

Meet case processing deadlines in a fast-paced work environment.

Collect, compile, and maintain necessary data in program tracking systems for case escalation and approval.

Tidal Basin, Orlando, FL Aug 2021 – Nov 2021

Eligibility Specialist (Remote, Temp) - OurFlorida Emergency Rental Assistance Program

Responsibilities:

Review of intake forms to determine client’s eligibility for program benefits.

Preparing and entering income verifications for applicants.

Communicate directly with tenants and landlords to ensure that all application have been received & vetted.

Resolve issues identified in quality control and finalizing agreements for execution.

Meet case management deadlines in a fast-paced work environment.

Collect, compile, report and maintain necessary data in program tracking systems for statistics and reporting.

Remodel By Designers LLC, Orlando, FL Mar 2020 – Mar 2021

Assistant Project Manager

Responsibilities: Assisted with running of construction projects and management of subcontractors, materials, and inventory. Duties included office work such as helping with the books, sales, and client relations.

Endeavors Inc. Orlando, FL July 2018 – Feb 2020

Disaster Case Manager

Responsibilities:

Case manager for a disaster recovery agency providing aid and resource referrals, for individuals and families with unmet needs.

Identification of and referrals to community resources, programs, and financial aid to eligible clients.

Responsibilities include including conducting home visits, explaining the program to clients and their families, collecting sensitive materials for eligibility review, assisting in the filling out and signing of necessary forms, and developing recovery plans for eligible individuals and families impacted by officially declared disasters.

Generate weekly case notes and client reports of active and inactive cases, while confidentially filing personal documentation on a case-by-case basis.

Sunshine Health Insurance, Orlando, FL Feb 2018 – May 2018

Bilingual Customer Service Representative/ Member Services Representative

Responsibilities:

Bilingual Customer Service representative responsible for telephone and written correspondence with Medicare and Medicaid members and providers, including but not limited to status of claims, explanation of benefits, Precertification & Authorization instructions, and verification of insurance.

Resolved confidential member and provider inquiries regarding Claims and Benefits via Telephone & Email correspondence and update database in a timely and appropriate manner.

Florida Department of Children and Families, Orlando, FL Feb 2017 – Oct 2017

Child Protective Investigator

Responsibilities:

Collected information through observation and interviews with the children, parents, relatives, neighbors, and other parties associated with the case, as well as analysis of criminal, past service history and other records.

Engaged families to understand the family's perspectives about family dynamics, challenges and solutions, identifies needs and determines the level of intervention needed to include voluntary services or court ordered dependency services.

Developed present and/or impending danger plans with caregivers and their capacities to determine child safety and vulnerabilities based on analysis and assessments of danger threats in case operation.

Presented safety plan and impending danger assessment at case management case transfer staffing and participated in discussion with clients as to recommended follow-up actions.

Alorica Inc., Longwood, FL May 2016 – Feb 2017

Bilingual Technical Support Representative

Responsibilities:

Completed extensive Training Program in HMH Educational digital media and their multiple administrative support programs.

Applied troubleshooting strategy and extensive customer service skills to help customers via inbound telecommunication system.

Handled technical support issues, complaints, and service issues via telephone using expert customer service and sophisticated call tracking software, in both English and Spanish.

Greater Bergen Community Action Head Start Program, Paterson, NJ Sep 2014 – Oct 2015

Family Advocate

Responsibilities: Supported and assisted families as they identify and meet their own needs and goals through a family-centered case management model, to connect them with available social service resources and outreach programs.

Presented and moderated workshops dedicated to educating and informing male parents on available resources and parenting strategies.

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