Customer Service Case Manager

ANNA PEREZ

Address: Kyle, TX ***** Phone: 347-***-**** Email: ***************@*******.***

Professional Experience:

Endeavors Austin, TX

case manager / intake coordinator – remote 5/2025- present

Conduct client screenings and assessments to determine eligibility and service needs

Develop and implement Individual Service Plans (ISP) and monitor client progress

Provide crisis intervention and ongoing case support

Connect clients with healthcare, mental health services, housing, and employment resources

Maintain accurate documentation using HMIS and Salesforce Software

Assist clients in securing stable housing and accessing community services

Veterans Multi-Service Center (SSVF), Philadelphia, PA

Supportive Service for Veterans and Families Case Manager 09/2022 - 09/2023

Collaborated with community organizations to assess veterans' needs. Connected veterans to community resources.

Managed a caseload of 20-60 Veteran households, supporting individual housing stability plans.

Oversaw clients from intake to program exit, ensuring access to necessary services.

Provided ongoing expertise through assessment and evaluation of Veteran needs.

Assist clients with obtaining permanent housing, connect with residential management properties within the community.

Build community relationships with property managements in the community.

Maintain accurate documentation using HMIS Software.

Salvation Army (Supportive Services for Veteran Families), Wichita, KS

Lead Rapid Resolution Case Manager 11/2017 - 04/2020

Coordinated CoC's entry system for veterans' services.

Conducted intake assessments, addressing housing, mental health, and safety concerns.

Fostered relationships with VA and community providers, ensuring collaborative support.

Developed housing stability plans, budget assistance, and crisis management.

Adapted to new procedures, policies, and technologies while assisting the community.

Build community relationships with property managements in the community.

Salvation Army, Hutchinson, KS

Pathway of Hope Case Manager / Social Service supervisor

Maintained community agency relationships to deliver comprehensive services.

Documented financial assistance and conducted client assessments for program effectiveness.

Conducted monthly home visits, monitored progress, and set goals.

Interviewed applicants, determined eligibility, and managed caseloads of more than 100 plus clients.

Managed granted budget monthly.

St. Francis Community Services, Salina, KS

Youth Service Worker Counselor 01/2016 - 11/2016

Ensured safety and well-being of clients, maintained therapeutic environment and administered medication.

Utilized crisis intervention techniques effectively.

Provided medications daily. Follow MANDT training.

Kansas Department for Children and Families Hutchison, KS

Case Worker / Human Resources 01/2015-01/2016

Analyze and verify household information to determine initial and ongoing eligibility for benefit programs.

Evaluate applications, interim reports, and reported changes to assess household composition, income, resources, and expenses.

Apply and maintain comprehensive knowledge of Cash Assistance, Food Assistance, Childcare, and LIEAP programs to ensure accurate eligibility determinations.

Perform accurate data entry and maintain detailed case documentation within eligibility systems.

Communicate effectively with clients and internal stakeholders to obtain required information and provide timely case updates.

Target- Bronx, NY

Human Resources 01/2010-12/2013

Partnered with HR leadership to support recruitment and staffing needs, ensuring a balanced workforce aligned with both in-store and digital operations.

Supported team member and leadership training initiatives, promoting continuous learning and professional development.

Ensured compliance with company policies and procedures, serving as a resource for scheduling systems and pay practices.

Executed HR processes to enhance team member engagement, reduce operational disruptions, and foster a culture of ethics and safety.

Thrived in a fast-paced environment by demonstrating adaptability, teamwork, and strong problem-solving skills.

Target- Bronx, NY

Overnight Stocking Associate

Execute detailed, accurate, and efficient sorting during truck unloads (hitting all scheduled unload times).

Stock, backstock, and zone products on the sales floor.

Maintain in stocks (keeping items available and in the right place) for General Merchandise (GM) categories.

Work with accuracy and strong attention to detail.

Manage defectives and handle environmentally sensitive (ESIM) items following all laws and regulations.

Operate power equipment only if certified

Scan, handle, and move merchandise efficiently and safely, including frequently lifting or moving items up to 56 pounds.

Education:

Monro University Bachelor of Science in Criminal Justice April 2017 Bronx, New York

Technical Skills & Certifications

HMIS & Salesforce

Crisis Intervention

Motivational Interviewing

Trama informed care

CPR Certified

MANDT Training

Knowledge of Mental Health, Domestic Violence, Child Welfare, and Substance Abuse

Social Work & Human Services Practices

15+ years of expertise with Microsoft Office Suite (Word, Excel, PowerPoint)

Bi-lingual skills with fluency in English and Spanish

Contact this candidate