Caroline Chapa
Austin
Summary
Detail-oriented Administrative Professional with experience supporting complex operations, managing high-volume workflows, and ensuring accuracy in data, documentation, and client communications. Skilled in researching and interpreting policies, coordinating issue resolution, and maintaining organized records in compliance-driven environments. Demonstrates strong critical thinking, problem-solving, and the ability to work independently while supporting team objectives. Proficient in Microsoft Office and data systems, with a proven ability to improve processes, manage competing priorities, and maintain effective relationships with internal and external stakeholders. Committed to delivering efficient administrative support within fast-paced, detail-oriented environments, including financial and investment operations.
Overview
16
16
years of professional experience
Work History
Program Specialist IV-Contract
OpenWork for Employees Retirement of Texas
Austin
05.2025 - Current
- Schedules and organizes meetings, ensuring thorough arrangements for all participants.
- Coordinates with internal and external stakeholders to clarify meeting objectives and requirements.
- Serves as backup contact for logistical inquiries, providing timely updates.
- Submits service requests for investments division through Micromain system.
- Assists in timely and organized distribution of mail for investments division.
- Identifies process improvement opportunities for program operations.
- Creates structured agendas and produces accurate minutes to support effective communication.
Texas Works Advisor II
Health and Human Services Commission, HHSC
09.2018 - 03.2025
- Performed complex eligibility determinations while managing detailed case records, ensuring accuracy, compliance, and timely processing of documentation.
- Conducted client interviews, maintained organized records, and verified sensitive data in accordance with state and federal regulations.
- Served as a primary point of contact for clients, addressing inquiries, explaining program policies, and resolving issues with professionalism.
- Reviewed case files for accuracy and compliance, identifying discrepancies, and coordinating referrals for further investigation when necessary.
- Processed and resolved client complaints, maintaining thorough documentation and ensuring timely follow-up.
- Supported administrative operations by maintaining records, prioritizing workloads, and ensuring efficient case management processes.
Customer Service Manager
Genesis Today
05.2015 - 03.2018
- Supervised and supported a team of customer service staff, ensuring efficient operations and a collaborative work environment.
- Served as a primary point of contact for clients and internal teams, managing inquiries, resolving complex issues, and ensuring timely, professional communication.
- Coordinated and documented customer interactions, maintaining accurate records and supporting compliance with organizational standards.
- Analyzed trends in customer concerns and implemented process improvements to enhance service delivery and reduce recurring issues.
- Collaborated with cross-functional teams to communicate client needs and support effective decision-making and operational planning.
Customer Service Representative
Cenpatico Behavioral Health
10.2013 - 03.2015
- Provided administrative and operational support within a behavioral services environment, ensuring accurate and timely communication with clients, vendors, and internal teams.
- Maintained detailed and compliant records of client interactions, transactions, and account activity, supporting audit readiness and regulatory standards.
- Assisted stakeholders in navigating internal systems and online platforms to access account information, financial resources, and service tools.
- Communicated complex financial and benefits-related information clearly and professionally, ensuring client understanding of available programs and services.
- Verified account and coverage details with external providers and internal departments, ensuring data accuracy and proper documentation.
- Supported workflow efficiency by managing high-volume inquiries, prioritizing tasks, and ensuring timely follow-up on outstanding items.
- Demonstrated strong attention to detail, confidentiality, and data integrity when handling sensitive financial and client information.
Ombudsman
Health and Human Services Commission, HHSC
02.2010 - 09.2013
- Conducted detailed research and analysis of policies, regulations, and internal procedures to resolve complex inquiries and ensure compliance.
- Reviewed and interpreted client and account information across multiple systems, ensuring accuracy and proper documentation.
- Coordinated issue resolution by identifying discrepancies, escalating complex matters to senior staff, and tracking responses through to completion.
- Communicated professionally with clients, vendors, and internal stakeholders to gather information, provide updates, and support timely resolution of inquiries.
- Monitored and followed up on outstanding requests, ensuring deadlines were met and resolutions were achieved efficiently.
- Evaluated processes for compliance with applicable regulations and recommended corrective actions when needed.
- Provided clear guidance and information to stakeholders regarding programs, processes, and available resources.
Education
Austin Community College
Austin, TXSkills
- Critical Thinking & Analysis: Applies strong analytical skills to review information, identify discrepancies, and develop well-reasoned solutions that support operational and financial processes
- Regulatory & Policy Compliance: Knowledgeable in interpreting policies, procedures, and regulatory guidelines to ensure accuracy, consistency, and compliance in daily operations
- Administrative Operations: Experienced in managing office procedures, maintaining organized records, and supporting departmental workflows in a high-volume, detail-driven environment
- Data Management & Systems: Proficient in electronic data systems and Microsoft Office (Excel, Word, Outlook); skilled in maintaining accurate records, tracking transactions, and generating reports
- Process Improvement: Ability to evaluate existing workflows and recommend or implement process enhancements to improve efficiency and productivity
- Independent work management: demonstrates strong organizational skills, with the ability to prioritize tasks, meet deadlines, and work independently with minimal supervision
- Stakeholder Communication: Builds and maintains effective working relationships with internal teams, clients, and external partners through clear, professional communication
- Problem-Solving & Decision-Making: Identifies issues, conducts research, and determines appropriate next steps, including escalation when necessary to ensure resolution
Timeline
Program Specialist IV-Contract
OpenWork for Employees Retirement of Texas
05.2025 - Current
Texas Works Advisor II
Health and Human Services Commission, HHSC
09.2018 - 03.2025
Customer Service Manager
Genesis Today
05.2015 - 03.2018
Customer Service Representative
Cenpatico Behavioral Health
10.2013 - 03.2015
Ombudsman
Health and Human Services Commission, HHSC
02.2010 - 09.2013
Austin Community College