Alma Alvarez

Work History

Sofia Gonzalez

04.2021 - Current

Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Provided education on care options to help clients make informed choices.
Streamlined client-provider interactions via continuous follow-ups.
Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
Developed and implemented comprehensive case management plans to address client needs and goals.
Managed crisis situations with empathy and professionalism, ensuring client safety and continuity of care.
Liaised with healthcare providers to facilitate client access to essential medical services.
Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.

S.F Mart

03.2010 - 03.2014

Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Confirmed appointments, communicated with clients, and updated client records.
Answered phone promptly and directed incoming calls to correct offices.
Kept reception area clean and neat to give visitors positive first impression.
Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Handled assignments independently with good judgement and critical thinking skills.
Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.

Momentum Telecommunication

06.1999 - 03.2009

Reviewed call effectiveness, providing actionable recommendations.
Trained team members on performance metrics and consumer behavior identification.
Developed process controls and metrics for daily management of call center.
Strengthened team growth by offering development opportunities.

Pacific Bell/ A&TT

05.2003 - 02.2009

Followed all company policies and procedures to deliver quality work.
Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Collaborated with cross-functional teams to achieve project goals on time and within budget.
Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
Championed the adoption of new software tools that streamlined workflows across multiple departments.
Coordinated with IT department to upgrade cybersecurity measures, safeguarding company data.
Led cross-functional team to launch new product, exceeding initial sales forecasts.
Led quality assurance efforts, maintaining high standards for all products and services.
Helped meet changing demands by recommending improvements to business systems or procedures.