DIEGO VERGARA

• Interviewed clients in need of EMERGENCY ASSISTANCE (eviction, utility disconnects, homelessness, burial, and check approval to Landlords / Utility Companies / Homeowners
• Scanned federal documents from clients to case and social workers
• Assisted clients with navigating and accessing social services such as housing and medical care.
• De-escalated stressful situations through individual and family crisis interventions.
• Maintaining daily professional attire and verbal communication
• Increased client engagement in treatment plans by building trusting relationships through empathetic listening and consistent support.
• Educated families on available community resources, connecting them with essential services such as housing assistance, financial aid, or healthcare providers.
• Updated client documentation for accurate, compliant and current records.
• Supported clients and families with empathy and compassion during difficult times.

• Successfully managed high volumes of daily transaction entries while maintaining an organized work environment conducive to efficient task completion.
• Maintained clean and organized files by keeping accounts payable records up-to-date.
• Reduced errors in financial transactions by implementing a robust system of checks and balances.
• Handled significantly high amounts of money (25,000$ and over)
• Successfully managed high volumes of daily transaction entries while maintaining an organized work environment conducive to efficient task completion.

● Answered heavy amounts of incoming calls

● Provided clear and thorough solutions to members’ claims, benefit information, insurance eligibility, billing issues

● Maintained a very positive atmosphere during phone calls (greeting, willingness to help)

● Worked with other providers and facilities inbound and outbound

● Performed Outbound calls to members regarding their plans and creating a solution for any of their concerns

● Maintained an average quality call score of at least 95% ● Navigated systems such as ADP, Citrix, Microsoft Teams, Gensys

● Answered heavy amounts of incoming calls

● Provided clear and thorough solutions to members’ claims, benefit information, insurance eligibility, billing issues + more ● Maintained a very positive atmosphere during phone calls (greeting, willingness to help)

● Worked individually and in groups (highly skilled in both) ● Navigated my members to correct departments, solutions to any general concerns, answered their general questions ● Worked with other providers and facilities inbound and outbound

● Received bonuses for maintaining an average quality call score of at least 96%

● Worked and navigated with various systems such as Skype, Microsoft Teams, and Windows

● Answered incoming telephone calls to provide information about products, services; assisted customers with order issues, logging into their accounts, and order processing.

● Trained new sales employees on effective sales, service and operational strategies to maximize team performance.

● Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.

● Mentored team members in mastering sales techniques to consistently exceed objectives.

● Helped customers by responding to inquiries and locating products.

● Unboxed new merchandise and restocked shelves in appealing and organized arrangements t o promote items.

● Operated and maintained heavy equipment safely, including forklifts, stair climbers and pallet jacks.