Customer Service Specialist with Training Experience
Resume:
MICHELLE GAMEZ
**** ****** **. ******** ** ****6
*********@*****.***
Summary
Experience in learning and training in a virtual environment. Confident, engaging, ambitious, and focused on positive results and consistent client satisfaction. Reliable, conscientious, extremely organized, and capable of learning new things quickly. I am prepared to apply my education, experience, and passion to a career position. College graduate with professional experience and measured success in case management, client relations, team training, and relationship building. Prepared for a position with growth potential that will allow me to use and expand my leadership and collaboration abilities.
Experience
Advisor Customer Service 3/2025/-12/2025
Inbound and outbound calls for customers with non-emergency and emergency situations. Record keeping and assisting individuals with need for help in various situations. Additionally, ensuring safety and security to members.
Subsidy Program Trainer- 08/2018-11/202
Provided training for existing and new employees. Research and maintain knowledge of Department of Education regulations related to subsidized programs. Review staff progress after training. Work with other leadership to maintain staff proficiency. Weekly team meetings via Zoom app to collaborate and develop game plan to produce training materials
Case Specialist-Family Assessment & Orientation (Case Management) - 05/2016 to 8/2018 Current Child Care Resource Center Victorville, CA
Conduct family orientations for qualified subsidized childcare clients. Review family cases and request appropriate documentation to maintain family eligibility and program compliance. Develop 3and maintain accurate, legible, and complete written records of families' program activity. Certify families within specified timeframe. Provide technical assistance to CalWORKs participants transitioning from stage 1 to stage 2. Audit program files to ensure cases are compliant and adhere to internal and State accountability standards. Maintain knowledge of Title V-California Code of Regulations. Assist Supervisor and Manager in developing policies and procedures to meet state and federal program requirements and agency goals. Work together with staff from other agencies, including Department of Children and Family Services, for the benefit of participating families.
Provider Support Specialist (Case Management) – 03/2013 to 05/2016
Child Care Resource Center Victorville, CA
Process and audit provider documents in compliance with agency and State requirements. Provide technical assistance and resources for internal/external customers. Maintain childcare provider files to include appropriate documents required per program regulations. Provide program-related training and technical assistance to internal and external customers. Attend meetings to assess and ensure data integrity and accuracy. Coordinate with Family Support Services department to ensure quality of services for families and childcare providers. Represent the program and agency at outreach events in the community, including community fairs, conferences, workshops, home visits, and program meetings. Ability to honor social, cultural, and ethnic diversities of all clients.
Education
Bachelor of Science-Psychology 2013 University of Phoenix
Associate of Arts-Criminal Justice 2010 University of Phoenix
Accomplishments
-Developed a process for receiving compliance documents in a more timely manner
-Management Award 2015, 2016,2018,2019
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