Cinthya Magallanes

-Temporary Position

• Takes the appropriate case action to locate absent parents, establish paternity for children born out-of-wedlock, establish or enforce child/medical support obligation, or initiate case closure:
  Conducts detailed in-office investigations to locate parties, verify employment and determine assets
  Prepares documents relating to legal and administrative actions to establish or enforce child support orders
• Negotiates lump sum payments from noncustodial parents who owe past due child/medical support
  Negotiates out-of-court settlements and agreements with parties
  Monitors child support cases and refers delinquent cases for the appropriate enforcement action(s)
  Documents all case actions taken using the appropriate agency tools, including but not limited to Texas Child Support Enforcement System (TXCSES), case/court documents
  Reviews and maintains child support virtual files for accuracy in the Enterprise Content Management (ECM) repository
  Reviews cases to determine if the cases are eligible for closure
• Attends court to assist legal staff, as needed

• Supported culturally diverse populations by interpreting verbal and written materials, bridging language gaps.
• Used knowledge of accepted ethical guidelines to interpret confidential and sensitive information.
• Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
• English, Spanish, Arabic Intermediate.
• Managed approximately 60 incoming calls, emails, and faxes per day from customers.

• Collaborated closely with event planners for bespoke candle creations designed exclusively for weddings, corporate events, or other special occasions.
• Contributed towards candle company growth by participating in trade shows and artisan fairs, showcasing unique products and attracting a diverse clientele.
• Enhanced brand reputation with effective marketing campaigns and public relations efforts.
• Attended approximately 10 events yearly, including the Christmas Fair in El Paso and the Midland Convention Center.

-Contract

• Provides outstanding customer service related to Veteran care through the Community Care Network (CCN) in a fast-paced contact center.
• Responds to inbound calls and chat messages regarding authorizations for medical and behavioral health care, provider status and availability, or claims payment and status.
• Accurately assesses caller requests, answers caller inquires and processes requests while focusing on first call resolution and/or appropriate call escalation protocols.
• Conducted investigations by gathering and analyzing evidence to determine the legitimacy of suspicious claims.
• Performed surveillance to verify the authenticity of claims, such as monitoring a claimant with a reported disability.
• Reviewed records like medical and financial documents to uncover inconsistencies.
• Interviewed claimants, witnesses, and other relevant parties.

• Certified Training facilitator for Medicare and Marketplace, English and Spanish
• Responsible for securing and setting up the training classroom and/or planning virtual training events
• Prepare training resources and agendas and deliver training to all levels of staff
• Conduct regular training activities to ensure compliance with company projects, policies, and laws
• Managed approximately 50 students per class every 3 weeks.

Temporary Contract

• As a FEMA Helpline Service Advocate, I was vital in providing critical support and information to individuals affected by natural disasters in the United States.
• Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
• Managed approximately 60 incoming calls, emails, and faxes per day from customers