Operations Manager Service Delivery

Alejandro Muñoz

347-***-**** **********@*****.*** New York, NY

SUMMARY

Operations and program management professional with extensive experience leading teams in the immigration services sector. Adept at streamlining processes, enhancing team performance, and supporting diverse populations. Proven track record of overseeing large-scale operations, managing budgets, and improving service delivery. EXPERIENCE

On Call Counsel, General Operations Lead

January 2024 - Present New York, NY

Operations Lead at NYC Asylum Application Help Center, overseeing a team of 100+ application assistants.

Coordinated language services across multiple sites, tracking budgets and identifying cost-saving measures for interpretation services reducing expenditures by 10%.

Developed and implemented new guidelines for lobby operations, improving client flow and reducing waiting times by 15%.

Facilitated professional development opportunities for staff, resulting in a 20% improvement in team performance metrics.

Collaborated with local shelters and vendors to improve communication and extend program reach to vulnerable populations.

On Call Counsel, Operations Lead Assistant

October 2023 - January 2024 New York, NY

Mentored 20+ pro bono attorneys and law students in preparing asylum, work permit and TPS applications.

Conducted performance reviews and provided feedback to ensure high-quality submissions.

Trained new staff on Asylum application processes and motivational interviewing techniques. On Call Counsel, Application Assistant

July 2023 - October 2023 New York, NY

Support asylum seekers in completing asylum applications

Prepared approximately 120 asylum and 116 employment authorization applications for migrants in the NYC shelter system. Provided one-on-one assistance and guidance through the asylum process.

Assigned as a liaison to be shadowed for incoming new staff.

Worked with a diverse clientele and workplace.

Collaborated with immigration attorneys to develop the best claim for the client. Vanguard Staffing Agency, Bilingual Community Associate March 2023 - August 2023 New York, NY

Culturally sensitive registration, intake, roster tracking, and assessment.

Bilingual Spanish/English case management.

Coordination with interpretation and translation services that assist clients in translating for clients looking for services.

Coordination with the NYC Department of Education (DOE) on student registration, school placement, attendance, transportation, and troubleshooting as needed.

Referrals to ESL instruction, childcare, immigration legal services, community-based programs, and organizations.

Medical care coordination which consisted of scheduling clients for medical appts. for individuals or family.

Coordination with the Mayor’s Office of Immigration Affairs (MOIA).

Facilitated delivery of necessary services to clients, including storage and distribution of packaged meals. Peña & Kahn, PLLC, Paralegal

February 2022 - August 2023 New York, NY

Co-led a team of four legal assistants and served as the lead Spanish translator.

Prepared and filed legal documents for New York State courts using NYSCEF.

Managed client communication and coordinated depositions, ensuring timely preparation for court proceedings.

Lorraine Montenegro Residence for Women and Children, CASAC-T Counselor August 2019-September 2020 New York, NY

Provided counseling, education, and support to women and children struggling with addiction.

Managed a caseload of 20 clients, completing monthly progress notes and quarterly treatment plans.

Conducted bi-weekly one on one counseling sessions and facilitated group sessions on various topics.

Acted as an advocate for external referrals (housing, legal, medical and mental health services).

Enforced toxicology screenings and ensured compliance with treatment protocols.

Collaborated with Child Protective Services and the court system to support client with open cases.

Assisted clients with program completion and reintegration into society. Maximus, Coordinated Assessment System Assessor

April 2017 - February 2019 New York, NY

Assessed eligibility for OPWDD services by reviewing Medicaid and conducting face to face meetings.

Collaborated with service providers (therapists, hospitals, and clinics) to address individual needs.

Reviewed clients’ medications and documentation as well as evaluated Psychosocial, Psychological, and Individualized Service Plans.

EDUCATION

2012 - 2016 City University of New York: Lehman College Bronx, New York Certificate for Alcohol and Substance Abuse Counseling (CASAC-T) 09/99 - 05/05 College of Mount Saint Vincent Riverdale, New York Bachelor of Arts in Sociology w/a minor in Psychology SKILLS

Program Coordination: Budget tracking, process improvement, and staff management.

Legal Support: Asylum, Work Permit and TPS applications, legal research, and client intake.

Language Proficiency: Bilingual in English and Spanish as well as translation.

Technical Skills: Google sheets, Excel, Microsoft office, NYSCEF and Sales Force.

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