Adriana Casillas
Aurora,CO
Summary
I am a dedicated, Spanish speaker, organized and methodical individual. I have good interpersonal skills, am an excellent team worker and am keen and very willing to learn and develop new skills, reliable, dependable and often seek new responsibilities within a wide range of employment areas. Support day-to-day program operations with expertise in records management and resource coordination. Skillfully meet diverse needs and address issues to maintain efficiency and program outreach. Demonstrated success in building long-lasting relationships.
Overview
9
9
years of professional experience
Work History
PROGRAM SPECIALIST -INTAKE
Arapahoe County Human Services
07.2016 - Current
- The Intake team works together to be “front door” of SNAP and Medical programs. In this position, I was part of a team of 20, to include 3 supervisors and 3 lead workers, who work together in different ways to process new applications received for programs such as Adult Financial assistance, Long Term Care, Colorado Works, SNAP, and Medical. We rotate with other specialists cover SNAP/MA phone line to answer client questions or reschedule appointments, and work closely with other divisions to maintain consistent business processes across.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs. Resolved customer complaints with empathy, resulting in increased loyalty. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Participated in team meetings and training sessions to stay informed about product updates and changes. Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- This position services a population of families that may include elderly, homeless, and disabled. We work closely with agencies to help clients get the assistance they need. The Human Service programs can be complex, but it is satisfying. Each case is unique and will have its own circumstances giving the opportunity to see something new every day!
PEAK -BA
22 Century Staffing/ Optimum Staffing
11.2014 - 07.2016
- Process PEAK applications and contact within mandated time frames. Creating client correspondence. Data entry. Translate in Spanish for none English speakers. Perform other duties assigned by Supervisor and Lead . Help train new hires on company procedures. Make referrals to customers needing additional services. Cherwell tickets to proper departments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
TRADE - Dental Assistance
Concorde Career College - Aurora
Aurora, CO01.2001
Skills
- Bilingual: Spanish Speaker
- Expert knowledge of Appointment Plus, CBMS/ Sales Force, Connection Colorado, DOLE/My UI, HSConnects, IVES, MS, Word, Outlook, SAP and SAVE
- Multitasking and prioritizing
- Dependability
- Ability to work under pressure
- Attention to detail
- Data Confidentiality
- Flexibility and adaptability
- Effective listener and communicator, self-motivator, team player, and extremely adaptable
- Eligibility Determination
Languages
Spanish
Native or Bilingual
Timeline
PROGRAM SPECIALIST -INTAKE
Arapahoe County Human Services
07.2016 - Current
PEAK -BA
22 Century Staffing/ Optimum Staffing
11.2014 - 07.2016
TRADE - Dental Assistance
Concorde Career College - Aurora
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