Cynthia Gonzales
Salem,OR
Summary
Adept at motivational interviewing and life skills training, I significantly enhanced client satisfaction and program effectiveness at the Department of Human Services. My bilingual proficiency and behavior modification techniques fostered positive change, achieving a notable increase in goal attainment among diverse families. I excel in creating actionable plans and building community connections, demonstrating exceptional empathy and professionalism.
Overview
17
17
years of professional experience
Work History
Bilingual Family Coach
Department of Human Services
05.2024 - 10.2024
- Conducted comprehensive assessments to identify areas of improvement within family dynamics.
- Developed personalized action plans for each family to foster growth and positive change.
- Evaluated program effectiveness using client feedback surveys and outcome measures, adjusting approaches accordingly for continuous improvement.
- Assisted families in setting realistic goals and supported them through the process of achieving those objectives.
- Enhanced family communication by conducting regular coaching sessions and providing actionable feedback.
- Served as a resource for families by connecting them to relevant community services and assistance programs.
- Managed caseload effectively, ensuring timely documentation of progress notes and accurate recordkeeping.
Bilingual Benefit Eligibility Specialist
Department of Human Services
09.2022 - 05.2024
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Resolved discrepancies with client applications to verify eligibility.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Evaluated financial documents to accurately assess income levels, assets, expenses, and other relevant factors impacting client eligibility status.
- Interviewed applicants and explained scope of different available benefits.
- Established trust with clients by consistently demonstrating empathy, professionalism, and a commitment to their wellbeing.
Bilingual Human Services Specialist I
Department of Human Services
04.2022 - 09.2022
- Processed applications and followed strict procedures to keep sensitive data confidential.
- Met 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.
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
- Inputted information and obtained quantitative and qualitative data on client details to provide services requested.
Bilingual Office Specialist II
MacClaren Youth Facility
01.2022 - 04.2022
- Optimized scheduling and appointment coordination, ensuring smooth daily operations for all team members.
- Demonstrated adaptability by quickly learning new software programs and office tools as required, continuously improving skill set.
- Handled incoming calls professionally, routing callers appropriately or taking detailed messages when necessary.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Reduced errors in data entry tasks by meticulously reviewing documents and cross-referencing information.
- Provided exceptional support during peak periods, regularly prioritizing tasks based on urgency while maintaining attention to detail.
Bilingual Eligibility Specialist II
Oregon Employment Department
07.2020 - 01.2022
- Enhanced client satisfaction by providing timely and accurate eligibility determination for Pandemic Unemployment Assistance.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Resolved discrepancies with client applications to verify eligibility.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Assisted clients with accurate eligibility form, application and document completion.
- Trained staff on current eligibility requirements and policies.
Property Manager
Guardian Management
07.2019 - 07.2020
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Followed up on delinquent tenants and coordinated collection procedures.
- Streamlined rent collection processes, reducing late payments and improving overall revenue generation.
Bilingual Benefit Eliigibility Specialist
West Valley Housing Authority
01.2013 - 04.2018
- 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.
Property Manager
Cascade Mangement, LLC
12.2007 - 01.2013
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Established strong relationships with local authorities, ensuring prompt attention to code violations or other regulatory matters affecting the property''s operations.
Education
High School Diploma -
Eisenhower High School
Rialto, CA06-1981
Skills
- Motivational Interviewing
- Self-care strategies
- Life Skills Training
- Behavior Modification
Timeline
Bilingual Family Coach
Department of Human Services
05.2024 - 10.2024
Bilingual Benefit Eligibility Specialist
Department of Human Services
09.2022 - 05.2024
Bilingual Human Services Specialist I
Department of Human Services
04.2022 - 09.2022
Bilingual Office Specialist II
MacClaren Youth Facility
01.2022 - 04.2022
Bilingual Eligibility Specialist II
Oregon Employment Department
07.2020 - 01.2022
Property Manager
Guardian Management
07.2019 - 07.2020
Bilingual Benefit Eliigibility Specialist
West Valley Housing Authority
01.2013 - 04.2018
Property Manager
Cascade Mangement, LLC
12.2007 - 01.2013
High School Diploma -
Eisenhower High School
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