Deborah Davis
San Antonio,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the needs of the organization.
Overview
26
26
years of professional experience
Work History
CVS Specialist IV
Texas Department of Family and Protective Service
San Antonio, TX
07.2014 - 06.2024
- Coordinated with other departments to ensure efficient workflow processes.
- Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.
- Created training materials to mentor. new hires on the company's procedures and policies.
- Adhering to legal and regulatory requirements, industry standards, and internal policies related to the collection, storage, processing and sharing of date.
- Train new employees on implementing measures and following guidelines to ensure date is handled secure;y and responsibly.
- Confidential date or sensitive personal information, including personal identifiable information (PII) and protected health information (PHI), transmitted over external network connections must be encrypted and can not be accessed or shared without client consent.
- Reviewed documents for accuracy prior to submission or publication.
- Visited clients at residences to assist courts with custody decisions and conduct home study assessments.
- Participated in ongoing training and compliance activities.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Attended court hearings related to cases involving our organization's clients as needed.
- Assessed company operations for compliance with safety standards.
- Maintained positive working relationship with fellow staff and management.
- Maintained accurate records of customer interactions and feedback.
- Analyzed customer needs and recommended appropriate services.
Human Service Technician
Texas Department of Family Protective Services
San Antonio, TX
07.2014 - 03.2019
- Maintained accurate records of all client interactions, progress notes.
- Actively listened to client concerns while remaining non-judgmental throughout the conversation.
- Coordinated services between multiple providers to ensure quality care was provided to clients.
- Attended court hearings related to cases involving our organization's clients as needed.
- Provided transportation for clients when necessary for medical appointments or community activities.
- Supervised visits between parents and guardians and children who are under protective custody.
- Collaborated with community organizations to create programs that meet the needs of our clients.
- Developed relationships with families in order to build trust and provide resources for them when needed.
- Assisted homeless clients with procuring mental health support and other various community resources.
- Visited clients at residences to assist courts with custody decisions and conduct home study assessments.
- Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.
MTP Call Center Representative
Health and Human Services Department
San Antonio, TX
07.2013 - 07.2014
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Attended regular training sessions on updates and changes within the industry or organization.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Confidential date or sensitive personal information, including personal identifiable information (PII) and protected health information (PHI), transmitted over external network connections must be encrypted and can not be accessed or shared without client consent.
Customer Service Representative
United Healthcare Insurance
San Antonio, TX
11.2011 - 10.2012
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved customer complaints promptly and efficiently.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed positive relationships with customers through friendly interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Supervisor
ACS Xerox
San Antonio, TX
11.2010 - 11.2011
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Directed and supervised team of 15 employees in daily operations.
- Tracked progress on projects and provided timely feedback to staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Created new strategies for improving customer service standards within the organization.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Trained new employees on company policies, job duties, and performance expectations.
- Implemented quality control measures, significantly reducing error rates.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
Human Resources Administrator
Family Violence Prevention Services
San Antonio, TX
03.1998 - 09.2010
- Managed benefits programs such as health insurance plans, retirement accounts.
- Monitored compliance with employment laws and regulations.
- Train new employees on implementing measures and following guidelines to ensure date is handled secure;y and responsibly.
- Answered questions from current or potential employees regarding benefits packages or other HR related matters.
- Compiled data from various sources to prepare statistical reports on human resources activity.
- Acted as a liaison between employees and upper-level management when needed.
- Performed payroll functions including calculating hours worked and overtime pay rates.
- Coordinated training sessions for employees on topics such as safety, sexual harassment prevention.
- Maintained employee records, ensuring accuracy and confidentiality of all documents.
- Organized company events such as team-building activities or holiday parties.
- Processed new hire paperwork and conducted onboarding orientations.
- Assisted in the recruitment process by conducting phone interviews and scheduling onsite interviews.
- Provided guidance on employee relations issues such as performance management, disciplinary action, grievances.
- Handled employee conflicts efficiently while following all company procedures.
- Answered employee questions regarding health benefits and 401k options.
- Facilitated internal communication and training regarding HR policies, PII and PHI security standards and updates.
- Developed and implemented HR policies and procedures to support organizational goals and compliance.
- Assisted with annual HR budget preparation and monitoring expenses.
- Processed payroll accurately and on time, including calculating deductions and taxes.
- Support and train employees on diversity and inclusion initiatives to promote an equitable workplace.
- Managed compliance with labor laws and regulations, reducing risk of legal challenges.
- Participated in salary surveys and analyzed compensation data to ensure market competitiveness.
- Addressed harassment allegations, work complaints or other employee concerns.
- Interpreted and explained human resource policies, procedures or regulations are followed to ensure all legal and regulatory requirements are implemented for maintaining personal information.
Education
Associate of Arts -
Palo Alto College
San Antonio, TX12-2010
Skills
- Decision-Making
- Problem-solving abilities
- Self Motivation
- Experience in leadership
- Adaptability and Flexibility
- Multitasking
- Reliability
- Teamwork and Collaboration
- Organizational Skills
- Team building
- Improvement plan knowledge
- Professionalism
- Attention to Detail
- Quality Assurance
REFERENCES
- Jacquelyn Benavides, Conservatorship Supervisor (210) 383-8380 jacquelyn.benavides@dfps.texas.gov
- Jennifer O'Malley, Kinship Specialist (512) 460-8231 jennifer.omalley@dfps.texas.gov
- Roianne Espino (210) 421-7026 Roianne22@gmail.com
Timeline
CVS Specialist IV
Texas Department of Family and Protective Service
07.2014 - 06.2024
Human Service Technician
Texas Department of Family Protective Services
07.2014 - 03.2019
MTP Call Center Representative
Health and Human Services Department
07.2013 - 07.2014
Customer Service Representative
United Healthcare Insurance
11.2011 - 10.2012
Supervisor
ACS Xerox
11.2010 - 11.2011
Human Resources Administrator
Family Violence Prevention Services
03.1998 - 09.2010
Associate of Arts -
Palo Alto College
Similar Profiles
Lauren LeazerLauren Leazer
Child Protective Services Investigator at Texas Department of Family and Protective ServiceChild Protective Services Investigator at Texas Department of Family and Protective Service
Marquise LeeMarquise Lee
CVS Specialist I at Texas Department Of Family And Protective ServiceCVS Specialist I at Texas Department Of Family And Protective Service
Payton PeacockPayton Peacock
Family Based Safety Services Specialist at Texas Department of Family and Protective ServiceFamily Based Safety Services Specialist at Texas Department of Family and Protective Service