Customer Service Case Manager
Resume:
Silvia Alderete
*** * **** **, ********* CA, ****5
****************@*****.***
Education
Class of 2019, College of San Mateo, CA
AA-T Sociology
Class of 2021, San Francisco State University, B.A. in Sociology Qualifications
Outstanding customer service skills,
Excellent verbal and written skills in both English and Spanish Exceptional interpersonal skills and works well in group environment Detailed oriented and able to follow directions well Dependable, reliable, quick learner
Quick and efficient at resolving issues
Work experience
Kyo Care- RBT (Registered Behavioral Technician) 2020-2021
● Proved 1:1 play based instruction using ABA techniques, in home, school, and community settings
● Assisted learning academic and social skills to individuals with Autism who often display aggressive or violent behavior.
Southwest Key Pleasant Hill - Case Manager 2021-May 2024
● Reunification of Unaccompanied Minor youth with potential sponsors including verification of relationship following ORR Policy and Procedures
Providing initial calls with sponsor and family/ caregiver in COO
Following up with youth on a weekly basis with in person meetings and following up with floor care staff if youth have not been provided with requested items/ resource
Constant and effective communication with sponsors and provided documentation of Birth certificates, Death certificates, Foreign and U.S. Identifications, Consulate written affirmation of relationship, interviews of family and friends, Family photographs, establishing a pre-existing relationship, elevating case to appropriate parties if no pre existing relationship exists
● Effectively interview sponsors to assess viability and ability to care and provide for youth, providing resource lists and recommendation of Post Release Services if sponsor is assessed to need additional help post release
● Excellent communication skills with ORR stakeholders reviewing Programs effectiveness and compliance
● Communicating with Federal Field Specialist, Contract Field Specialist and Case Coordinator when a case needs further ORR guidance and awareness of complexity
Providing clear case updates and meeting deadlines of case submission General Dynamics Information Technology - Contract Field Specialist June 2024-Present
● Supervision of 6 programs that provided assistance to Unaccompanied Minors.
● Constant contact with Federal Field Specialists and supervisors to provide monthly reports with observations and formal feedback provided to programs.
● Worked collaboratively with FFS and Project Officers to provide formal feedback and improve program overall quality.
● Provided technical assistance to assigned programs and reviewed ORR policy and explained procedure.
● Completed Monthly reports - including audits, customer interviews and satisfaction surveys. Used Excel sheets to keep track of program trends and areas of improvement.
● Main contact with local consulates to complete customer requests and maintain relationships with additional government bodies.
● Completed site walkthrough and provided formal feedback on site improvements with reports.
● Flexibility with Policy changes and familiarization with constantly evolving protocol and procedure.
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