Bianca Afuola
Escondido,CA
Summary
Knowledgeable Human Services Specialist with solid background in human services, specializing in client support and resource coordination. Successfully implemented community outreach programs and improved client satisfaction. Demonstrated expertise in crisis intervention and case management.
Overview
6
6
years of professional experience
Work History
Human Services Specialist
County of San Diego Health & Human Services Agency
12.2023 - 12.2024
- Processed applications and followed strict procedures to keep sensitive data confidential.
- Spoke with clients to conduct assessments of current situations and establish what needs to address.
- Maintained accurate case documentation, ensuring compliance with regulatory requirements and agency policies.
- Provided crisis intervention services, deescalating tense situations and connecting individuals to appropriate support systems.
- Kept and established comprehensive case files to support proper documentation and record retention.
- Understood and recognized signs of physical and substance abuse patterns and other debilitating circumstances.
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
- Prepared documents for review and completion by service applicants, supporting completion and responding to questions.
- Inputted information and obtained data on client details to provide services requested.
- Acted as mandatory reporter of abuse.
- Interviewed applicants for services and supported application completion as necessary.
- Maintained heavy caseload of approximately 30 cases by utilizing effective time management and organizational skills.
Customer Service Representative
Spectrum
06.2023 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Floor Manager
Deja Vu Love Boutique
07.2022 - 12.2022
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Made personal recommendations for customers by sharing product knowledge and demonstrating product.
- Completed efficient daily opening processes to prepare teams and maintain financial controls.
- Oversaw supply restocking, area cleaning and product organization.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
Barista
Nectarine Grove Bakery & Cafe
01.2022 - 07.2022
- Pleasantly interacted with customers during hectic periods to promote fun and positive environment.
- Created wide variety of hot and cold drinks with consistent positive customer satisfaction.
- Cleaned counters, machines, utensils and seating areas daily.
- Controlled line and crowd with quick, efficient service.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Prioritized drink requests while managing interruptions.
- Upsold specialty items with beverages, increasing store sales.
Manager
Happy Head Massage
10.2018 - 12.2021
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
- Corresponded with clients through email, telephone or scheduling app.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Education
No Degree - Cosmetology
Marinello School of Beauty -
El Cajon10.2014
High School Diploma -
Park Ridge Private School
Long Beach, CA05.2013
Skills
- Written and verbal communication
- Client needs assessments
- Interviewing skills
- Multicultural competence
- Eligibility requirements
- Effective customer communication
- Client assessment
- Public assistance programs
- Willingness to learn
- Teamwork
- Workplace safety
- Active listening
- In-person and telephone interviewing
Timeline
Human Services Specialist
County of San Diego Health & Human Services Agency
12.2023 - 12.2024
Customer Service Representative
Spectrum
06.2023 - 12.2023
Floor Manager
Deja Vu Love Boutique
07.2022 - 12.2022
Barista
Nectarine Grove Bakery & Cafe
01.2022 - 07.2022
Manager
Happy Head Massage
10.2018 - 12.2021
No Degree - Cosmetology
Marinello School of Beauty -
High School Diploma -
Park Ridge Private School
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