DILCIA M. SALAZAR
Manpower/Maximus
Antelope,Ca.
2
Languages
1
Certification
30
years of professional experience
Dependable Customer Service Professional experienced in delivering in-person and online support while managing order fulfillment and administrative tasks. Demonstrated strong problem-solving, organizational, and communication skills in bilingual environments, contributing to effective solutions and enhanced customer experiences. Tech-savvy innovator with hands-on experience in emerging technologies, identifying opportunities for enhancements, and implementing solutions to drive productivity in fast-paced settings.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Work History
Work from Home
3 Months- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
Telecommuting CSR
3 Months- Handled inbound phone calls for inquiries about COVID-19 vaccines and scheduled appointments. Provided information based on scripts.
- Fulfilled short-term role
- Resolved customer inquiries using call center scripts, policy guidance, and accurate documentation.
- Managed high-volume inbound calls while maintaining professionalism and service quality.
- Entered case details into CRM systems with precision and confidentiality.
Client Services Program Specialist Supervisor
13 Years 1 Month- Coordinated planning, prioritization, assignment, supervision, and review of staff activities for eligibility determination, ensuring compliance with regulations.
- Provided technical assistance to eligibility staff on rules, regulations, policies, and procedures, resolving complex Case Data System issues to enhance operational efficiency.
- Evaluated inbound calls using Encore DVS, the organization's call recording software.
- Facilitated monthly Call Center and individual unit meetings, disseminating critical information.
- Facilitated staff development through targeted skill-building initiatives, supporting professional growth and strengthening teamwork.
- Served as a Call Center Roamer, providing immediate support, troubleshooting issues, and resolving escalated customer calls.
- Provided targeted training based on identified worker needs and assisted staff in troubleshooting complex cases.
- Contributed to the Corrective Action Team, initiatives for Enhancing Job Satisfaction, and served on the Intake Workgroup Committee.
- Participated in bi-weekly supervisor meetings, disseminating essential information, rules, and regulations to staff during regular meetings.
- Moved to Monterey County for job opportunity
Client Services Program Specialist Supervisor
6 Years 1 Month- Provided support and assistance to team members to enhance collaboration.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed and maintained courteous and effective working relationships.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Organized and detail-oriented with a strong work ethic.
- Ensured high-quality results by meticulously checking details in assignments while completing assignments.
- Proved successful in working within tight deadlines and a fast-paced environment.
- Prepared reports, correspondence, and documentation supporting administrative and operational decisions.
- Collaborated with leadership to support policy implementation, workload planning, and program updates.
- Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Monitored program activity and identified process improvements to strengthen efficiency and service quality.
- Trained staff on procedures, forms, and systems to improve consistency and reduce processing errors.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Oversaw appointment scheduling, payroll and financial reimbursement of expenditures.
- Interviewed and recommended team members for hire.
- Monitored employee work and developed improvement plans.
- Designed and implemented monitoring and evaluation systems to track progress toward desired outcomes.
- Established goals and created action plans to achieve goals.
- Ensured compliance with relevant regulations throughout all stages of program implementation by closely monitoring adherence to established guidelines.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Interpreted program guidelines to ensure accurate service delivery and eligibility determinations.
- Reviewed program records for accuracy, completeness, and compliance with county requirements.
- Coordinated case workflows between staff, clients, and community partners to maintain timely program support.
- Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
Eligibility Supervisor
3 Years 1 Month- Supervised eligibility staff handling CalFresh, Medi-Cal, and CalWORKs case processing.
- Interpreted program regulations to ensure accurate eligibility determinations and benefit issuance.
- Reviewed case files for compliance, correcting errors and strengthening documentation quality.
- Trained new staff on county procedures, policies, and case management systems.
- Monitored staff performance, provided coaching, and reinforced service standards.
- Resolved complex eligibility issues and escalated cases requiring policy guidance.
- Coordinated workload assignments to maintain timely processing and service coverage.
- Prepared reports and supported audits for program accuracy and operational compliance.
- Complied with department, organization and government policies and procedures.
- Reduced errors in eligibility decisions by regularly reviewing caseloads and providing feedback to staff members.
- Conducted ongoing training sessions for employees, ensuring up-to-date knowledge on policy changes and best practices in the field of eligibility determination.
- Increased team productivity by establishing clear performance expectations and providing regular coaching to staff members.
- Created a positive work environment, fostering open communication and promoting teamwork among frontline workers.
- Completed bi-weekly payroll for seven employees.
- Trained staff on current eligibility requirements and policies.
Eligibility Supervisor
3 Years 1 Month- Directed the planning assignment, supervision, review, and evaluation of seven Intake Eligibility Workers' workloads.
- Ensured accuracy, consistency, and program compliance of cases processed by eligibility staff through ISAWS reviews.
- Interpreted and clarified program policies and procedures for the team.
- Oversaw employee performance evaluations, timesheet reviews, and conducted monthly individual conferences to support staff development.
- Executed disciplinary actions in compliance with county policies.
- Delivered targeted training aligned with worker needs and assisted staff in resolving complex cases to enhance service quality.
- Participated in Corrective Action Team and initiatives to improve job satisfaction, while serving on the Intake Workgroup Committee to influence program improvements.
- Fostered staff development through skill-building, encouraging professional growth, and promoting teamwork.
- Served as a Call Center Roamer, providing immediate support, troubleshooting issues, and resolving escalated customer calls.
- Transitioned to Placer County to enhance work experience.
Eligibility Supervisor
13 Years 9 Months- Streamlined eligibility processes by implementing new software and training staff on its usage.
- Developed comprehensive reports on team's caseload statistics, showcasing trends in decision-making outcomes that informed future process improvements.
- Ensured continuity of care for clients transitioning between programs or experiencing changes in their circumstances by updating records promptly and accurately.
- Collaborated closely with other departments within the organization to ensure efficient coordination of services for clients needing additional support or information regarding their cases.
- Assisted clients in understanding their benefits options by thoroughly explaining program requirements and available resources during consultations.
- Addressed discrepancies to maintain integrity of client application data. with client applications to verify eligibility.
- Facilitated applicant interviews to clearly explain available benefits and assess their qualifications. and explained the scope of different available benefits.
- Evaluated employee performance fairly, providing constructive feedback for improvement while also recognizing exemplary work when appropriate.
- Communicated with people from various cultures and backgrounds on the application process.
- Interpreted program regulations to ensure accurate eligibility determinations and benefit issuance.
- Reviewed case files for compliance, correcting errors and strengthening documentation quality.
- Trained new staff on county procedures, policies, and case management systems.
- Coordinated workload assignments to maintain timely processing and service coverage.
- Monitored staff performance, provided coaching, and reinforced service standards.
- Resolved complex eligibility issues and escalated cases requiring policy guidance.
- Complied with department, organization and government policies and procedures.
- Reduced errors in eligibility decisions by regularly reviewing caseloads and providing feedback to staff members.
- Managed a diverse team of eligibility specialists, maintaining high levels of morale and job satisfaction despite challenging workloads.
- Actively participated in professional development opportunities, staying current on industry trends and updates that may impact eligibility determinations.
- Created a positive work environment, fostering open communication and promoting teamwork among frontline workers.
- Mentored new hires and junior staff members, sharing knowledge of best practices in eligibility supervision for their growth and success within the organization.
- Exceeded performance metrics consistently, demonstrating commitment to the organization''s mission and vision while providing exceptional service to clients seeking assistance.
Education
High School Diploma - Business Administration
12 Units
No Degree - Business Administration
3 Units
No Degree - Business Administration
34 Units
No Degree - CALWORKS Eligibility Supervisors Institute
No Degree - Institute for Eligibility Supervisors
High School Diploma
graduated
Skills
Customer service
Call center
Bilingual: English & Spanish
Remote Coordination
Project management
Team collaboration
Client relations
Time management
Prioritizing
Attention to detail
Effective communication
Problem-solving
Critical thinking
Decision-making
Conflict resolution
Listening skills
Multitasking
Technical skills
Time organization
Accomplishments
- Achieved timely evaluations by completing all documentation with accuracy, clarity, and efficient workflow management.
Certification
CalWORKs Eligibility Supervisors Institute
University of UC Davis
08/1999
Institute for Eligibility Supervisors
University Extension of UC Davis
08/1997ea of certification] Training -
Languages
English
Professional Working
Spanish
Professional Working
Timeline
Work from Home
Manpower/Maximus
04.2021 - 07.2021Read More
Telecommuting CSR
Manpower/Maximus
04.2021 - 07.2021Read More
Client Services Program Specialist Supervisor
Placer County Department of Human Services
11.2007 - 12.2013Read More
Client Services Program Specialist Supervisor
Placer County Department of Human Services
11.2007 - 12.2020Read More
Eligibility Supervisor
Department of Social and Employment Services/Monterey County
10.2004 - 11.2007Read More
Eligibility Supervisor
Department of Social and Employment Services/Monterey County
10.2004 - 11.2007Read More
Eligibility Supervisor
Kings County Human Services Agency
01.1991 - 10.2004Read More
Jose Guardia Vega High School
High School Diploma
Read More
University Extension of UC Davis
No Degree from Institute for Eligibility Supervisors
Read More
University Extension of UC Davis
No Degree from CALWORKS Eligibility Supervisors Institute
Read More
Balboa Canal Zone College
No Degree from Business Administration
Read More
West Hills College
No Degree from Business Administration
Read More
College of the SEQUOIAS
High School Diploma from Business Administration
Read More