DILCIA M. SALAZAR
Customer Service
Antelope,Ca.
Summary
Dependable Customer Service Professional experienced in delivering exceptional support in bilingual environments. Achieved enhanced customer experiences through strong problem-solving and communication skills while managing complex projects and prioritizing tasks effectively. Focused on driving productivity by implementing innovative solutions and developing efficient processes aligned with organizational goals.
Overview
2
2
Languages
2
2
Certification
31
31
years of professional experience
Work History
WORK FROM HOME
Manpower/Maximus
CA
04.2021 - 07.2021
- Demonstrated self-motivation by consistently meeting project deadlines.
- Navigated fast-paced environments to meet deadlines and maintain high-quality output.
- Balanced independent work and team collaboration to achieve project goals.
- Adapted quickly to new situations, facilitating seamless transitions in workflows.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Maintained organization and attention to detail in daily operations.
- Worked effectively in fast-paced environments.
- Proved successful working within tight deadlines and a fast-paced environment.
- Worked well in a team setting, providing support and guidance.
TELECOMMUTING CSR
Manpower/Maximus
Sacramento, USA
04.2021 - 07.2021
- Handled inbound calls regarding COVID-19 vaccine inquiries and scheduled appointments, delivering accurate information based on established scripts.
- Completed a short-term role in a fast-paced environment.
- Entered case details into CRM systems, maintaining confidentiality and precision to support effective follow-up and customer service.
- Entered case details into CRM systems with precision and confidentiality.
- Fulfilled short-term role
CLIENT SERVICES PROGRAM SPECIALIST SUPERVISOR
Placer County Department of Human Services
Rocklin, USA
11.2007 - 12.2020
- 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 and procedures, resolving complex Case Data System issues to improve operational efficiency.
- Facilitated staff development through targeted skill-building initiatives, supporting professional growth and strengthening teamwork.
- Provided targeted training based on identified worker needs and assisted staff in troubleshooting complex cases.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- 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.
- 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.
- Relocated to Monterey County to pursue a job opportunity
- Served as a Call Center Roamer, providing immediate support, troubleshooting issues, and resolving escalated customer calls.
- 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.
- Received incoming phone calls and contact form submissions and provided timely responses to inquiries.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Monitored program activity, identifying process improvements that strengthened efficiency and service quality.
- 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.
- 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.
- Moved to Monterey County for job opportunity
- Provided support and assistance to team members to enhance collaboration.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Oversaw appointment scheduling, payroll and financial reimbursement of expenditures.
- Evaluated program operations to identify concerns and recommend strategies that enhanced processes and elevated results.
ELIGIBILITY SUPERVISOR
Department of Social and Employment Services/Monterey County
Salinas, CA
10.2004 - 11.2007
- 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.
- Processed bi-weekly payroll for seven employees, ensuring accuracy and timely payment.
- Trained staff on current eligibility requirements and policies.
- 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.
- Moved to Placer County to gain diverse experience in eligibility determination processes.
- Streamlined eligibility processes by implementing new software and training staff on its usage.
- Created comprehensive reports on team caseload statistics, highlighting trends in decision-making outcomes that guided 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.
- Facilitated applicant interviews to clearly explain available benefits and assess their qualifications. 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.
- Led diverse team of eligibility specialists, fostering high morale and job satisfaction through supportive management and effective workload distribution.
- Actively participated in professional development opportunities, staying current on industry trends and updates that may impact eligibility determinations.
- 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.
ELIGIBILITY SUPERVISOR
Department of Social and Employment Services/Monterey County
Salinas, USA
01.1991 - 10.2004
- Streamlined eligibility processes by implementing software and training staff, resulting in improved operational efficiency.
- Interpreted program regulations to ensure accurate eligibility determinations and benefit issuance.
- Resolved complex eligibility issues and escalated cases requiring policy guidance.
- Reviewed case files for compliance, correcting errors and strengthening documentation quality.
- 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.
- Facilitated applicant interviews to clearly explain available benefits and assess their qualifications. and explained the scope of different available benefits.
- Addressed discrepancies to maintain integrity of client application data. with client applications to verify eligibility.
- Monitored staff performance, provided coaching, and reinforced service standards.
- Evaluated employee performance fairly, providing constructive feedback for improvement while also recognizing exemplary work when appropriate.
- Trained new staff on county procedures, policies, and case management systems.
- Coordinated workload assignments to maintain timely processing and service coverage.
- Managed a diverse team of eligibility specialists, maintaining high levels of morale and job satisfaction despite challenging workloads.
- Fostered open communication and promoted teamwork among frontline workers, enhancing morale and collaboration.
- Mentored new hires and junior staff members, sharing knowledge of best practices in eligibility supervision for their growth and success within the organization.
- Actively participated in professional development opportunities, staying current on industry trends and updates that may impact eligibility determinations.
- Consistently exceeded performance metrics, reinforcing commitment to organizational mission while delivering exceptional client service.
- Complied with department, organization and government policies and procedures.
- Communicated with people from various cultures and backgrounds on the application process.
Education
High School Diploma - Business Administration
College of the SEQUOIAS
Hanford, Ca.Business Administration
West Hills College
Lemoore, Ca.Business Administration
Balboa Canal Zone College
PanamaCALWORKS Eligibility Supervisors Institute
University Extension of UC Davis
Panama, Panama08-1999
Institute for Eligibility Supervisors
University Extension of UC Davis
UC Davis, USA08-1997
High School Diploma - undefined
Jose Guardia Vega High School
Panama01-1976
Skills
- Customer service
- Call center
- Client relations
- Remote Coordination
- Time management
- Prioritizing
- Multitasking
- Organizational skills
- Customer interaction
- Problem-solving
- Critical thinking
- Decision-making
- Team collaboration
- Listening skills
- Active listening
- Data analysis
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
Spanish
Professional Working
Professional Working
Timeline
WORK FROM HOME
Manpower/Maximus
04.2021 - 07.2021
TELECOMMUTING CSR
Manpower/Maximus
04.2021 - 07.2021
CLIENT SERVICES PROGRAM SPECIALIST SUPERVISOR
Placer County Department of Human Services
11.2007 - 12.2020
ELIGIBILITY SUPERVISOR
Department of Social and Employment Services/Monterey County
10.2004 - 11.2007
ELIGIBILITY SUPERVISOR
Department of Social and Employment Services/Monterey County
01.1991 - 10.2004
High School Diploma - undefined
Jose Guardia Vega High School
Institute for Eligibility Supervisors
University Extension of UC Davis
CALWORKS Eligibility Supervisors Institute
University Extension of UC Davis
Business Administration
Balboa Canal Zone College
Business Administration
West Hills College
High School Diploma - Business Administration
College of the SEQUOIAS