Experience

• 

  Convergys corporation

  Feb 2001 - May 2004

  Bilingual customer service representative

  My responsibilities included delivering outstanding customer service via telephone interactions. My daily activities consisted of responding to incoming customer calls regarding billing issues, service questions and general concerns. I was tasked with documenting all interactions and follow-ups to maintain an accurate customer database. I was responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller. Coordination with management was a daily activity to keep up to date on product knowledge and be informed of any changes in company policies. My efforts impacted on the company’s bottom line by problem solving and turning frustrated clients into continued clients. Show less

• 

  Jack in the box

  May 2004 - Aug 2007

  Assistant restaurant manager

  As an Assistant Restaurant Manager, I was tasked with recruiting, hiring, training, developing, and evaluating restaurant employees. Actively monitored staffing levels to ensure sufficient staff talent development. Identified and developed internal candidates for management and Team Leader positions. Managed daily activities to achieve excellence in restaurant operational performance. My efforts were focused on increasing restaurant sales and profitability by executing the Service Profit Chain and understanding its impact on the overall business. My experience provided a deep understanding of the importance of quality and timely performance feedback and reviews. Demonstrated guest service techniques and ability to manage in a fast-paced environment. Exhibited a strong awareness and concern for food quality and safety along with restaurant cleanliness. A lot of my efforts were focused on understanding guests’ perspectives and ensuring consistent, quality service that exceeded our guests’ expectations. Prepared and delivered bank deposits which included counting the cash drawer, credit card receipts, gift certificates and personal checks. It was essential that I be ServSafe certified; a Food and beverage safety training and certificate program administered by the National Restaurant Association. Show less

• 

  Head start (n.i.n.o.s. inc.)

  Oct 2017 - Jun 2020

  Family service worker

  Coordinated daily with center staff to integrate Family and Community Partnership goals with classroom efforts to ensure the success of the child and family curriculum. Supported and managed various Head Start/Early Head Start social services thereby supporting the goals of the program. Case Management involving the assistance of families with their own goals for developing and carrying out the program Family Partnership Agreements including responsibility for child files, enrollment/applications, and other documentation. Conducted home visits to facilitate family plans, assists families in achieving identified goals and follow-up on referrals. Responsible for the completion of the child health screening, all required screenings, assessments, and the completion of all referral requirements. Participated in continued education in-services, workshops, and conferences to enhance skills. Championed recruitment events to enroll prospective families. Conducted home visits to facilitate family plans, assists families in achieving identified goals and follow-up on referrals. Coordinated and delivered monthly health, safety, and family literacy presentations to promote parent involvement in the program. Promoted effective community support for families by coordination and advocacy of social services with community agencies and resources to deliver Community Resource Guide updates. Coordinated or referred families to opportunities for continuing education, employment training and other employment services through formal or informal networking in the community. Show less

• 

  Ydi

  Oct 2020 - Nov 2021

  Within 5 months of working for YDI Head Start, management presented an opportunity for promotion to Center Specialist. My new role was to provide case management services to assigned Head Start children and their families. I was to assess, identify, and monitor family needs and find community resources to fill their necessities. In addition, I would provide support to the teaching staff with the implementation of the service areas as determined by the program and work plans into the daily curriculum and activities in the classroom. I was responsible for all required documentation to be completed and in proper order in the child’s file according to program standards. My responsibility included organizing activities in the recruitment process which includes Eligibility, Recruitment, Selection, Enrollment, and Attendance (ERSEA) methodology to assist prospective families with the application process. Moreover, I would organize and actively participate in parent meetings and training sessions to support families. I was responsible for the classroom attendance records, analysis, follow-up, responsible for meal counts, monitoring of nutrition services, keeping health records, social and emotional support, and disabilities. Functioned as Agency Representative and responsible for submitting monthly reports to the Center Director. Advocate for families in the community, with service providers and governmental entities to enhance the role of partnership and increase quality service for families. Additionally, act as Facility Manager including responsibilities over building permits, maintenance, fire code, security, and safety. I was the person named responsible for Chico Bradley Head Start Childcare Licensing Permit. Show less Led recruitment and enrollment for assigned center, oversaw the compliance of children files in accordance with company performance and state licensing standards; this includes family partnerships, education, nutrition, social services, disabilities, health, and parent involvement. Provided support for teaching staff, responsible for class attendance, brought resources from private and governmental agencies for the families, advocate for the Head Start program, meal count, and monitoring of nutrition services. Show less

  • Center Specialist

    Mar 2021 - Nov 2021

  • Service Specialist

    Oct 2020 - Mar 2021
• 

  Amikids

  Nov 2021 - now

  My primary charge as a Family Support Director has been the oversight of all family engagement and psychoeducation processes for the youth and their families we serve. To that end, I manage a team of Family Support Specialists (FSS) in a hybrid environment in Albuquerque, NM while also providing remote support, training, and supervision of FSS staff in Florida and South Carolina. I have worked to cultivate harmony in our workplace by developing a respectful, trustworthy, and enthusiastic working environment for all staff. My role includes leading weekly progress meetings with all FSS staff and providing guidance through case staffing. I am responsible for continued staff training for the constant development of my direct reports in New Mexico and FSS staff in other states. After reviewing inbound case files, I appropriately assign each case file to the FSS staff and oversee the completion of the intake process. It is essential that I ensure our staff develop a CARE Plan for our families using the assessment results and family goals. I ensure fidelity and adherence to company standards by conducting monthly observations of FSS staff as it is essential that I monitor the delivery of appropriate youth and family services. My duties also include keeping a small case load so I may practice the Family-Centric Model procedures on an ongoing basis. My responsibilities cover maintaining accurate records of all case files as mandated by AMIKids and our contract with Bernalillo County. In addition, I create monthly performance and productivity reports for AMIKids, Bernalillo County, and review the progress of the Family-Centric Model program at monthly meetings with members of Bernalillo County Family Services. Show less My role at AMIKids is within their evidence-based practices of the Family-Centric Model. The Family-Centric Model program provides Psychoeducation services to youths between the ages of 11 to 18 years old. I am responsible for conducting in-home family skills training and working directly with the youth and their entire family to assist parents with their concerns and issues. My daily activities include identifying the family's needs are met, identifying positive family support within the community, and teaching social skills to the family through interactive sessions. In my position, I work to identify risk factors and evaluate the family functioning levels by conducting assessments such as the Youth Assessment and Screening Instrument (YASI), McMaster Family Assessment Device (FAD), and the Child Behavior Checklist-Youth Self Report (CBCL-YSR). I keep meticulous case notes as I visit my clients and their family. It is imperative that complete ongoing case notes are kept so case files are accurate at all times and ready for scrutiny by Bernalillo County during their annual audit. I work closely with families on their goals so I may build a successful CARE Plan. My participation in community outreach has been successful in acquiring partnerships with local stakeholders. Show less

  • Family Support Director

    Oct 2022 - now

  • Family Support Specialist

    Nov 2021 - Oct 2022