Customer Service Management

***** ********* ****** **, *** *** HOUSTON, WA ***69

E-MAIL *********@*******.*** CELL 425-***-****

JULIANA M. SILVA

OBJECTIVE

To utilize my knowledge and understanding of the social services system along with my excellent interpersonal skills, interviewing skills, research/data analysis skills, and experience in intake assessments and case management, to assist community members and further my abilities as a human service professional

SKILLS

• Experience within the human services system (3 years) and knowledge of resources within the community for client information and referral purposes

• Extensive customer service skills (7 years): strong verbal and written communication skills to provide clear instructions and assistance to clients; strong interpersonal skills to work effectively in various situations; quick understanding of products and services provided within an organization; sound judgment to make quick and accurate decisions; time management and multi-tasking skills to prioritize time and fulfill deadlines; friendly, courteous, and positive attitude

• Knowledge of business and management principles involved in strategic planning, resource allocation, leadership techniques, and coordination of people and resources

• Enthusiasm to promote the growth and development of others; ability to assess needs of clients, develop action plans based on individual’s goals, and implement and evaluate client’s progress within patient care programs

• Strong interviewing and investigative skills to obtain accurate information during admission screenings, case management, and for prospective employment

• Case management (1 year): finding/attracting prospective clients, intake/assessment, designing service plan, implementing and monitoring plan, and evaluating effectiveness of case management approaches

• Experience in using language to convey concepts and ideas to the public in a way that is both clear and insightful; Experience in using a variety of writing styles in order to communicate and deliver information to differing audiences; Experience in writing according to the conventions of the American Psychological Association (APA), while following structural, logical models necessary for research proposals

• Efficient use of technology: able to operate all Microsoft Office and Adobe products, typing speed of 90wpm, efficient use of internet for research and referrals, CD/DVD creation, designing, and creating presentation slides

• Strong office, clerical, and organizational background: answering multi-line phones, data entry, scheduling, faxing, mailing, shipping, filing, detail oriented, and a self-starter

• Bilingual: English (fluent), Portuguese (fluent), Spanish (limited working proficiency)

EDUCATION

Western Washington University, Bellingham, WA Bachelor of Arts in Human Services

Skills/knowledge obtained:

• Critically review scholarly research; critically analyze and evaluate the assumptions, structures, and methodologies of applied research; identify the practical, political, and ethical considerations of conducting research in the field of human services; develop and write research proposals

• How human services values, attitudes, and ethics are integrated in case management; conduct case management process from intake to discharge; knowledge of specific models of intervention; design, assess, and periodically evaluate resources for client referrals

• Understanding of the different stages of an interview and usage of appropriate communication skills associated with each stage; demonstrated competence conducting interviews while clarifying expectations, dealing effectively with conflict, establishing rapport, problem-solving, decision making, and predicting outcomes; adapted interviewing skills for diverse populations

• Assess client and community needs for human services and apply this assessment in the development of new programs and review of existing programs; utilize technology and communicate verbally and in writing to clients, colleagues, Boards of Directors, elected officials, funders, and other members of related services systems for community education and public relations purposes

PROFESSIONAL EXPERIENCE

YWCA Pathways for Women March 2011 – August 2011

Housing Services Navigator

• Assisted in the organization and conduction of the Housing Services Orientation for new coming clients

• Case managed clients by providing support in establishing eligibility for Housing Services program via phone and in-person assessments

• Maintained accurate records on each applicant and kept Family Advocate informed of progress

• Created a checklist form to be used by new volunteers during client intakes to facilitate process and ensure a thorough assessment

• Assisted with front desk duties: answering multi-line phones, providing customer service for walk-in clients, providing a list of referrals within the community, listening and problem solving

• Followed YWCA policies and procedures

Domestic Violence Services of Snohomish County September 2010 – December 2010

Crisis Line Advocate

• Provided crisis intervention, advocacy, and referrals to hotline callers

• Interacted with crisis callers, volunteers, and staff in a respectful and empowering manner

• Maintained client confidentiality

• Performed phone assessment intakes for potential shelter residents

• Provided administrative/clerical support for the women’s shelter

Project Self-Sufficiency of Snohomish County April 2010 – July 2010

Case Manager Assistant

• Assisted in screening and scoring applications of new candidates for the Program

• Provided clerical support by keeping records of each applicant, updating information on organization’s database, maintaining accurate information on data spreadsheets, organizing and mailing acceptance/rejection letters

• Assisted in case management of clients already within the program

• Partnered with a neighboring program and developed a separate intake process to assess if the rejected clients of Project Self-Sufficiency would be eligible for assistance within the partnering program

ADDITIONAL EXPERIENCE

Sears, Houston, TX, Loss Prevention Agent August 2012 - Present

Sears, Lynnwood, WA, Loss Prevention Agent September 2011 – August 2012

FedEx Office, Everett, WA, Customer Service Representative March 2008 – July 2011

Sports Authority, Everett, WA, Sales/Cashier February 2007 – February 2008

Everett Community College, Everett, WA, Student Activities Coordinator September 2006 – November 2007

Kentucky Fried Chicken, Everett, WA, Shift Supervisor/Safety Coordinator July 2005 – January 2007

CERTIFICATIONS / TRAININGS

Mandatory Reporter

CPR, AED, and Basic First Aid

Shoplifter Detection & Detention Training

National Institute of Health Certificate for Protecting Human Research Participants

Developing Capable Young People Leadership Training

20 Hour Domestic Violence Training Completion

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