Download PDF

Skills

  • Good at keeping Team Members motivated.
  •  Highly analytical, discerning, and good at trouble shooting.
  • Efficient in Microsoft office 2013 (Word, Excel, Power point, Outlook) and internet search engines.
  • Fluent in Spanish, Italian and English.
  • Highly polished Customer Service Skills
  • Can operate all type of office equipment.
  • Can balance daily spreadsheet and count monies for armored pick up (previous job working at Macy's)
  • Cashiering (previous job working at Wells Fargo Bank)

Work History

Jul 2007Present

Have held several positions at:

RHA Inc. /Program Design and Management Co.

This company is in charge of managing the "Energy Savings Assistance Program"- 

A Weatherization Program sponsored by SDGE.

I have held several positions within this company...

*Outreach Coordinator (2007-2009)

Called property managers and home owners to explain the details of the program and procured their participation. Improved the Collection process of income documents, and property owner waivers by creating a series of letters that automated the process and increased the efficiency for collecting said documents. Created and maintained a property management/owner "contact information" database.

*Senior Administrative Staff (2009-2012)

Checked income paperwork provided by interested participants. Sent letters to customers requesting additional paperwork for verification of their income. Collected home owner documentation. Mentored my peers as necessary in the correct policies and procedures regarding acceptable income documentation. Researched websites to use for  verification of property ownership, and of business entities. I also worked closely with third party county offices (i.e. the County Assessors’ Office).

*Outreach Supervisor (2012-2014)

As an Outreach supervisor I coached and mentored my team on how to be more efficient out in the field. Wrote employee reviews and kept electronic files on employee one-on-one meetings, incidents and write-ups. Created visual displays to help track production and worked on special projects as assigned by my superiors (i.e. audits, customer service issues).

In addition, gave several weekly presentations at Energy Assistance workshops and answered customer’s questions and concerns about the Program. My responsibilities during these workshops were to pre-screen customers and verify income sources, as well as to schedule in-home weatherization assessments. Also, kept a database of all pre-screened customers and followed their enrollment process until the weatherization was completed- reporting the information to my superiors on a weekly basis.

In addition, at the beginning of 2014 helped set up the newly established Call Center and served as a coach and mentor for the new Customer Service Reps. 

*Senior Document Collection Specialist (2014-present)

Helped set up a "Document Support Department"after a company re-organization in March of 2014 and served as a coach and mentor for the team. Identified problems and issues, and made changes that helped streamline the paperwork collection process. Dealt with employee concerns, and wrote recommendations to my superiors for review and possible action. Interviewed candidates for both customer service and outreach positions, and using a Power Point presentation, trained newly hired Outreach specialists on the collection of documentation.

I currently act as the quality assurance person for all the folders submitted for processing using database tracking systems like SUGAR, Excel to track deficiencies and complete enrollments.

Jan 2002Jun 2003

Traveling Team Supervisor

MATHEMATICA Policy Research Company

NATIONAL SCHOOL LUNCH PROGRAM: (Access, Participation, Eligibility and Certification Study): Sponsored by the US department of Health and the US Department of Education.

Traveled to schools throughout the western United States and carried out 'school lunch participant' audits . Coordinated and made travel arrangements for my team. Under deadline, monitored progress and completion of the data gathering process. Acted as liaison and answered questions about policies and procedures. Made and reconciled complex travel advances, as well as verified time and expense reports for my team. Collected, revised and packaged audit results. Prepared reports for my supervisor on a weekly basis and wrote subordinate reviews at the end of each trip.

*Additionally worked on other several Policy Research Studies as a QA/Field interviewer.

Education

Certifications

20062006

Certificate in Customer Service Skills

Employment Development Dept.
20062006

Certificate in Workplace Communication

Employment Development Dept.
Sep 2005Nov 2005

Certified Practitioner of Neuro-Linguistic Programming

Life Design's Int. Neuro-Linguistic Training Center

Rapport building through active listening and mirroring. 

Sep 2003May 2004

Professional Certificate in Translation and Interpretation

UCSD Extended Studies

Fluent in Spanish and Italian.