Alma Ortiz
El Paso,TX
Summary
Dynamic professional with over 20 years of experience in diverse settings, excelling in fast-paced, high-volume call center environments. Strong commitment to customer service excellence, complemented by exceptional communication skills and expertise in case management services for children and family welfare. Recognized as a highly trained, organized, and results-driven leader who fosters a respectful and proactive team atmosphere. Proven ability to navigate complex challenges while maintaining focus on delivering outstanding outcomes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Call Center Specialist
Hendall Inc.
11.2025 - Current
- Respond to sensitive, high impact calls for the Office of Refugee Resettlement pertaining to migrant minors and sponsors to assist with necessary documents, questions on procedures, provide guidance to the youth, and responsible for crisis response in connection with government agencies to report highly sensitive cases. Submit accurate, detailed reports according to the nature of the call. Route and escalate calls in an appropriate manner. Ensure the support and guidance to callers are complete and accurate.
CPI Investigator Trainee
TX DFPS
09.2024 - 11.2024
- Attended scheduled training as required by the Texas Department of Family and Protective Services to adhere to the expectation of employee attendance policy. I actively participated in the highly intense training environment with attention to detail by developing and maintaining organized notes. Proactively sought clarification to ensure accuracy and alignment with the organization’s goals and requirements. As a result, I received excellent scores on knowledge tests. Acted in accordance with the mentor program, by traveling to family visits to investigate alleged child abuse and neglect. Determined immediate dangers and risk factors to keep children safe. Investigated previous associated family history of abuse and neglect. Initiated and completed case risk and safety assessments. Collected detailed statements from victims, alleged perpetrators, and collaterals submit reports with sensitive information.
Case, Project, and Shelter Manager
Favorite Healthcare Staffing
06.2023 - 01.2024
- As a Case Manager in charge of over 210 adult migrant residents to ensure they receive resources and guidance to supportive services. Assist migrants with arranging medical transportation and appointments as needed. Implement and inform residents of shelter policies, procedures, and important news and events. Process intake and exits, as necessary. As a Project Manager in charge of 45-50 staff members and assigned location and post for new residents and staff. Conducted staff briefings, summited timecards, maintained an accurate inventory of daily shelter necessities. As a Shelter Manager, implemented rules for the importance of maintaining a safety environment. Organized staff and residents accordingly. Submitted Incident reports and muster sheets to ensure communication with the government agency. Solved minor disputes and disagreements between residents and staff when necessary.
Pecos Children Center Case Manager
Endeavors
07.2022 - 03.2023
- Assessed unaccompanied immigrant children needs by developing individual service plans. Conducted introductions and interviewed minors for sponsor information, human trafficking concerns, addressed abuse or concerns from the child. Conducted interviews and safety assessments with sponsors and corroborated with individuals accordingly. Vetted sponsor appropriately to ensure safety of the child. Provided detailed weekly case status reports. Input data and documents into the government system. Conducted research on supportive resources for minors and sponsors.
Household Operations Coordinator
My Home
10.2018 - 07.2022
- Provide nutritional consistent meals, safe playtime, educational learning. Assisted with emotional consultation, intervention, and therapy. Organized and conducted daily operations, family counseling meetings, conflict resolution, time management, planned daily developmental activities. Coordinated appointments, events, and travel as needed. Managed multiple household budgets for family scheduling and logistics for members in the family.
HR and Payroll Specialist, Supervisor
Automatic Data Processing
09.2015 - 09.2018
- As a Payroll Specialist, I answered an average of 60 calls per day. Generated paychecks, entered employee data, submitted company payroll reports, and informed small business owners of payroll laws. As a Payroll Supervisor manager, I managed a team of 20-30 full-time employees, and 5-10 part-time workers. Focused on group performance and engagement, to reach and surpass company goals. Identified and provided guidance to employees on areas of opportunity. Submitted weekly progress reports. As a Human Resource Specialist, the HR department assisted with monitoring HR daily functions. Maintained and implemented new policy, kept employee records, prepared employee benefits, recruited, screened, and interviewed. Ensure employee payroll is processed accurately and in a timely manner. Lastly, provide disciplinary corrective action when necessary.
Education
Masters degree - Business Administration, Human Resource Management
University of Phoenix
12.2021
Skills
- Confidentiality management
- Experienced in call tracking and response
- Information analysis and reporting
- Database research proficiency
- Client operations support
- Fluent in English and Spanish communication
- Proficient in Microsoft Office Suite
- Multi-company systems management
- Adherence to established scripts
- Experience with CRM applications
- Proficient in call handling
- Committed to continuous improvement
- Data analysis
Certification
FPC- Fundamental Payroll Certifcation
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Call Center Specialist
Hendall Inc.
11.2025 - Current
CPI Investigator Trainee
TX DFPS
09.2024 - 11.2024
Case, Project, and Shelter Manager
Favorite Healthcare Staffing
06.2023 - 01.2024
Pecos Children Center Case Manager
Endeavors
07.2022 - 03.2023
Household Operations Coordinator
My Home
10.2018 - 07.2022
HR and Payroll Specialist, Supervisor
Automatic Data Processing
09.2015 - 09.2018
Masters degree - Business Administration, Human Resource Management
University of Phoenix