Quality Assurance Customer Service

Norma Amezcua

**** ******* ******

South Gate, California 90280

Tel. 323-***-**** Message 323-***-****

***.***@*******.***

Objective:

Excellent public relations and experience, ability to work well and

effectively with other people of varies backgrounds, and responsible. Self-motivated with leader personality, able to work well under pressure, excellent public relations, and fast learner. Excellent in fast-paced environment as well as in supervising and motivating staff to increase staff moral. Work well independently and as part of a team.

Work History:

Nov. 05- June 10 Personal Involvement Center

Quality Assurance/Administrative Assistant(Wraparound):

Oversees program adherence to the County contract and to established Interagency Screening Committee (ISC) and Systems of Care (SOC) protocols and procedures. Oversees the data collection process, case records, flex funds management, opens and closes cases. Models healthy teamwork practices as evidenced by regular communication with the teams, and cooperation with and support of the teams' plans. Ensures that the protocols and procedures of the agency and the program are adhered to by the staff. Develops instructional materials and manuals. Develops, implements, and/or reviews systems for monitoring and improving care and responding to quality assurance issues. Responds to quality assurance issues and concerns from clients, families or other agencies

Child and Family Specialist (Wraparound):

Practice solution-focused problem solving, assists the child and family in the home, school, community by providing a variety of supportive, case management services, some of which may include mentoring, coaching, behavioral support, education, transportation or other services that address the family's needs. Maintains a close and supportive relationship with the child and family, educational personnel, program staff, and any others who may be involved with the child, provides family and community support systems with education and support, as necessary, supports program adherence to the County contract and to established Systems of Care (SOC) protocols and procedures.

Project Coordinator/Admin. Asst (Family Support):

Coordinating office activities, receptionist duties (filing, typing, process client data in-take),assist in fiscal management system, reports, compiles project status reports, help coordinates project schedules, assist manager for project meetings, appropriate tracking, reporting and communication with sub-contractors, maintain weekly reports, executive reports, budget estimates, correspondence collect billing from sub-cont., file and drop off in finance dep.

July 05- Nov. 05 L.A. Recruitment (Temp Assign.)

Human Resource Assistant:

General office duties,(filing, answer phones, data entry) respond to resume, verify employment, reference check, recruited, handle all applications paper work, schedule interviews, intermediate with patients and nurses, hospital referrals. Make sure that all staff is updated with there polices and procedure in & out of the office. Make sure that all there licenses are up to date, and TB shoots are up to date.

May 05-June 05 Apple One (Temp Assign.)

Human Resource Assistant:

General office duties, filing, answer phones, data entry accounting, respond to resume, verify employment, reference check, and contact reference. Assist in the accounting department, cut checks, data entry on the hour worked for the staff.

Sept. 02-April 05 FMI Trucking

Administrative Assistant Safety/Human Resource Dep.(Safety Dep.):

Hire Truck drivers, keeping current records of all drivers, take report of accidents with our drivers and warehouse employees, make sure we are in compliance with OSHA, all requirements for DOT, resolve any problem that drivers might have with citations, Police report, and insurance issues.

Customer Service Rep.:

Load plan freight for warehouse, schedule load, pick-up with outside carriers,

close loads out, break freight down; follow up with carrier to make sure loads arrive to destination on a timely manner.

EDUCATION:

2004-2010 Westwood College of Technology (Criminal Justice; BA)

2008-2008 EPSDT Billing & Wraparound (Certificate)

2007-2007 Facilitator Change I (Certificate)

2007-2007 Facilitator Change II (Certificate)

2007-2007 Parent Partner Role (Certificate)

2007-2007 Child and Family Specialist (Certificate)

2007-2007 Resource Planner (Certificate)

1997-1998 International Dealers School (Security Guard Classes)

1993-1995 Los Angeles Urban League (Gen. Off. /Bookkeeping Cert.)

1991-1991 United Mortgage & Teller School (Bank Teller Cert.)

SPECIAL SKILLS:

Bilingual Spanish/English Customer Service Supervised 50-70 people

PC Literate Internet Knowledge Ten Key by Touch

Filling MS Word MS Power Point

MS Outlook MS Excel Photo Shop

Illustrator Visa net Lotus

Act Base Hansa Win star

UPS Program Apples Works CPR

Tandem Reynolds and Reynolds Dealer System

Inventory Control Microsoft Visual FoxPro (Transload)

Emodel/Iuua (Trucking System) Quick books Mysis (Home Health & Hospice)

References upon Request

Norma Amezcus* 8180 Cypress Ave.* South Gate, CA 90280

323-***-****/Message 323-***-***** ******@***.***

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