Eloisa Perez

Work History

Will Provide If Requested

19 Years Work History Between DFPS and HHS

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.
Worked well in a team setting, providing support and guidance.
Excellent communication skills, both verbal and written.
Demonstrated respect, friendliness and willingness to help wherever needed.
Paid attention to detail while completing assignments.
Organized and detail-oriented with a strong work ethic.
Managed time efficiently in order to complete all tasks within deadlines.
Proved successful working within tight deadlines and a fast-paced environment.
Learned and adapted quickly to new technology and software applications.
Developed and maintained courteous and effective working relationships.
Demonstrated strong organizational and time management skills while managing multiple projects.
Adaptable and proficient in learning new concepts quickly and efficiently.

Customer Service Representative II

HHSC

03.2012 - Current

Knowledge of processes Central Registry background checks, Review and researches background check results to determine if the applicant and/or background check subject has specific history that requires further action. Utilizes state agency databases, including CLASS, IMPACT, TIERS to conduct research to determine if abuse/neglect history belongs to the subject of the background check.
Knowledge of processes background check results letters and notifications to background check subjects. Reviews and routes mail and other correspondence. Assists division-wide with fax and mail processing, completes activities within the system applications to maintain data integrity, and maintains individual statistics. Assists in ensuring operations and background check applicants receive background check results notifications via mail or email.
Knowledge of maintaining activity and tracking logs on background check processing. Enters information into the CLASS database within prescribed timeframes. Documents in CLASS the actions completed to resolve and process background check issues and inquiries. Offers and processes due process for central registry results when applicable.
Knowledge of providing customer service by responding to child care operation and applicant inquiries by telephone and email regarding background check related matters. Explain rules, regulations, policies, and procedures when communicating with customers. Researches statuses and issues of background checks to solve customer service problems. Provides administrative and technical support by assisting with and resolving customer inquiries. Assists with resolving phone calls from applicants and child care operations through a division support line.
Knowledge of Managing high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Resolved customer complaints with empathy, resulting in increased loyalty and repeat escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Knowledge of performing other general clerical services and other related work as assigned. Reviews and implements information concerning agency programs and procedures. I volunteer to assists with special projects for the unit as needed. Attend unit meetings and other division meetings and trainings as required.

Summary

Overview

Work History

Will Provide If Requested

Customer Service Representative II

Education

Certification - Child Development Certification

High School Diploma -

Skills

Certification

Languages

Timeline

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