Alicia De Jesus Zobal
Harlingen,TX
Summary
I am a self-driven, friendly, organized, and dedicated person who wants to succeed in any environment given. I am Bi-lingual and experienced in speaking, understanding, reading, and writing in Spanish. I have over 12 years of experience in customer service and 6 years of experience in the Office of Refugee Resettlement (ORR). I am a quick learner in any environment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Get along with others, am a team player, and can also work efficiently on my own; committed and motivated. I have helped train new employees and how to properly document forms for ORR. I am willing to learn and excel at my best to an employer. Strong work ethic, professional demeanor, and great initiative.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Intern
Nueva Luz Foundation
03.2023 - 08.2023
- Conducted Hardship and VAWA Reports from Clients.
- Interview Intake Assessments with new clients.
- Had client sessions
- Analyzed problems and worked with teams to develop solutions.
- Sorted and organized files, spreadsheets, and reports.
- Participated in workshops and presentations related to projects to gain knowledge.
- Interacted with clients by phone and or in-person to provide information.
- Supported with creating project marketing materials to promote services.
- Facilitated successful completion of projects from concept to launch.
PSA Compliance Officer
Sunny Glen New Day Resiliency Center
11.2020 - 10.2021
- Providing New Employment Orientation training on the Prevention of Sexual Abuse at the facility.
- Providing Prevention of Sexual Abuse training to unaccompanied minors in the facility and teaching them how to report anything related to it.
- Making sure the unaccompanied minors feel safe and secure while they stay in the facility by giving them refreshers on how to report or whom to talk to if needed.
- Reporting Sexual Abuse, Sexual Harassment, and Inappropriate Sexual Behavior documentation in the forms of SIRs (Serious Incident Reports).
- Developed and maintained a compliance database, tracking all compliance activities and documents.
- Maintained up-to-date knowledge of Policy.
- Responded to employee inquiries regarding compliance regulations and procedures.
- Maintained up-to-date knowledge of current and emerging compliance regulations.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Prepared and submitted regulatory filings in a timely manner.
- Developed and maintained a system for tracking and reporting SIRs.
Case Manager
Sunny Glen New Day Resiliency Center
12.2019 - 11.2020
- Had at least 8 or more cases regarding the unaccompanied minors reunification process.
- Interviewed the UACs about why they came to the country, where they were going, with whom, etc.
- Interviewed the UACs family/sponsor in home country and in the US.
- Had staffing once a week with ORR representatives and Supervisors to give updates on the UACs cases.
- Making fingerprint appointments and background checks for the sponsor and family members if needed.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Assisted sponsors in navigating housing, legal services and public benefits to gain access to valuable resources for the UACs.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
- Developed and implemented safety plans for clients at risk of harm to provide protection.
- Established and maintained relationships with key stakeholders.
Case Manager
Southwest Key Programs – Casa Padre
12.2017 - 11.2019
- Part of the SIR Team doing reports for UACs.
- Had a minimum of 8 or more cases with unaccompanied minors.
- Interviewed minors about why they came to the country, where they were going, with whom, etc.
- Interviewed the minor’s family/sponsor in home country and in the US.
- Had staffing once a week with ORR representatives and supervisors about updates of the UACs cases.
- Making fingerprint appointments and background checks for the sponsor and other family members if needed.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Assisted sponsors in navigating housing, legal services and public benefits to gain access to valuable resources.
- Developed and implemented safety plans for clients at risk of harm to provide protection.
- Developed comprehensive discharge plans to transition UACs to their sponsors.
Case Manager
Southwest Key Programs – Casa Padre
03.2017 - 05.2017
- Read Policy to keep up to date, since we still didn't have UACs in the facility yet.
- Did a lot of mock cases in preparation.
Child Care Worker
IES – Los Fresnos/Driscoll
10.2016 - 03.2017
- Had a group of 8 or fewer residents to watch over
- Helped them with their homework.
- Worked together with other CCW’s to make sure the residents will be well taken care of.
- Supported UACs emotional and social development by encouraging positive self-concepts and understanding of others.
- Prepared and served nutritious and healthy meals and snacks.
- Developed healthy relationships with 8 UACs to provide support and guidance in learning.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Provided emotional support and guidance to UACs during difficult times.
- Maintained effective schedule balance between rest periods, active play, and instruction.
- Utilized positive reinforcement techniques to encourage good behavior.
- Dispensed snacks and meals to UACs in accordance with nutritional guidelines.
Receptionist
TBC Commercial Construction
02.2015 - 07.2015
- Wrote order supply requests to replenish merchandise
- Fulfilled customer shipping needs using FEDEX, LSO, and USPS methods
- Managed incoming and outgoing calls for busy office
- Developed more efficient filing systems
- Communicated with construction workers via phone, email, and person to obtain how many rooms and where they will be located to reserve their hotel
- Served as the company’s only bilingual Spanish/English customer service representative
- Standardized department filing system to increase efficiency.
Service Cashier
Jaguar, Land Rover & Range Rover of Bethesda
11.2013 - 05.2014
- Served as the company’s only bilingual Spanish/English customer service representative
- Maintained detailed administrative and procedural processes to improve accuracy and efficiency
- Verified and logged in deadlines for responding to daily inquiries
- Created databases and spreadsheets to improve inventory management and reporting accuracy
- Standardized department filing system to increase efficiency
- Addressed customer inquiries and resolved complaints.
- Liaised between service manager and service team by greeting customers and answering calls to promote smooth transition of service functions.
- Printed repair orders, parts invoices, bills and itemized lists to show amount due and collected from customer in cash, check or authorized charge account.
- Recorded amounts received and prepared cash reports of daily transactions to verify against cash-on-hand.
- Handled customer complaints promptly with genuine concern and according to company guidelines to maintain organizational safety, welfare and integrity.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Learned duties for various positions and provided backup at key times.
Sales Associate
Carter’s
10.2012 - 07.2013
- Worked as a team member performing cashier duties, product assistance and cleaning
- Maintained up to date knowledge of store policies regarding payments, returns, and exchanges
- Prevented store losses using awareness, attention to detail and integrity
- Developed highly empathetic client relationships.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Sales Associate
Cole Haan
10.2011 - 07.2012
- Worked as a team player performing cashier duties, product assistance and cleaning
- Achieved high sales percentage with consultative, value focused customer service approach
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals
- Prevented store losses using awareness, attention to detail and integrity
- Maintained up to date knowledge of store policies regarding payments, returns, and exchanges
- Expressed appreciation and invited customers to return to the store
- Served as the company’s bilingual Spanish/English customer service representative.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Managed returns, exchanges and refunds in accordance with store policy.
- Answered customer questions about sizing, accessories, and merchandise care.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Sales Associate
Bealls
05.2009 - 11.2010
- Maintained up-to-date knowledge of store policies regarding payments, returns, and exchanges
- Prevented store losses using awareness, attention to detail, and integrity
- Developed highly empathetic client relationships and earned a reputation for exceeding sales goals
- Worked as a team member performing cashier duties, product assistance, and cleaning
- Expressed appreciation and invited customers to return to the store
- Responsible for ringing up customers in a timely manner and guaranteeing a high level of customer service
- Assisted customers in finding out-of-stock items
- Recommended, selected, and helped locate merchandise based on customer needs and desires
- Stocked and rotated inventory regularly
- Organized the store by returning all merchandise to its proper place
- Replenished merchandise shelves with items from the stockroom.
Education
Masters in Social Work - Social Work
University of Our Lady of The Lake
San Antonio, TX12.2024
Bachelor of Arts - Political Science
The University of Texas Pan American (now Known As UTRGV)
Edinburg, TX05.2012
High School Diploma -
Harlingen High School South
Harlingen, TX05.2006
Skills
- Client Advocacy
- Performance Tracking
- Care Coordination
- Discharge Planning
- Records Management
- Decision-Making
- Documentation Proficiency
- MS Office
- Court Mandated Reporter
- Documentation and Reporting
- Positive Attitude
- Crisis Intervention
- Case Planning
- Staff Education and Training
- Email and Telephone Etiquette
- Relationship Building
- Problem Solving
- Client Assessment
- Cross-Cultural Competence
- Multitasking Abilities
- Empathy and Compassion
- Active Listening
- Organizational Skills
- Creative Thinking
- Attention to Detail
- Case Documentation
- Ethical Decision-Making
- Goal Setting
Accomplishments
Have worked as a Case Manager for 3 years with Southwest Key Programs, and 1 year as a Case Manager with Sunny Glen New Day Resiliency Center. Then moved up to a PSA Compliance Officer with Sunny Glen New Day Resiliency Center and was in that position for 1 year. Have been part of a specialized group (Significant Incident Reports Team) in Southwest Key Programs Casa Padre for 1 year and 6 months. Can work well under stressful situations and know how to report correctly for the needs and requirements of the program. I’m a strong team player, have trained new employees, and can work well on my own.
References
- Arturo Vasquez Jr., Previous Supervisor, 956-564-0904
- Manuel Aviles, Co-Worker, 956-312-0303
- Hazel Hollie Trevino, Co-Worker, (956)622-2002
- Arely Bocanegra, Co-Worker, 956-245-7867
- Velma Villarreal, Co-Worker, 956-577-4861
Certification
- ACES (Adverse Childhood Experiences & Early Trauma), Nueva Luz Foundation - March 2023
Languages
Spanish
Native or Bilingual
Timeline
Intern
Nueva Luz Foundation
03.2023 - 08.2023
PSA Compliance Officer
Sunny Glen New Day Resiliency Center
11.2020 - 10.2021
Case Manager
Sunny Glen New Day Resiliency Center
12.2019 - 11.2020
Case Manager
Southwest Key Programs – Casa Padre
12.2017 - 11.2019
Case Manager
Southwest Key Programs – Casa Padre
03.2017 - 05.2017
Child Care Worker
IES – Los Fresnos/Driscoll
10.2016 - 03.2017
Receptionist
TBC Commercial Construction
02.2015 - 07.2015
Service Cashier
Jaguar, Land Rover & Range Rover of Bethesda
11.2013 - 05.2014
Sales Associate
Carter’s
10.2012 - 07.2013
Sales Associate
Cole Haan
10.2011 - 07.2012
Sales Associate
Bealls
05.2009 - 11.2010
Masters in Social Work - Social Work
University of Our Lady of The Lake
Bachelor of Arts - Political Science
The University of Texas Pan American (now Known As UTRGV)
High School Diploma -
Harlingen High School South
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