Emma K. Mercado
Alamo,Texas
Summary
A well-educated individual with data integrity and case management expertise. A communicative caseworker with a background of building rapport and trust with clients from culturally diverse backgrounds and recommending the best options for treatment and services with the State of Texas.
Experienced in high-volume office settings as well as having strong regulatory knowledge, multitasking abilities, and independent thinking skills devoted to enhancing team performance. Also, an outgoing and previously highly motivated sales associate with extensive customer service and sales experience. Consistently recognized for sales performance and excellence in customer service.
Overview
7
7
years of professional experience
Work History
Caseworker
Texas Department of Family Protective Services
Brownsville, TX
01.2023 - Current
- Met with clients to conduct needs assessments, recommending appropriate support and service offerings.
- Collaborated with state agencies and benefits coordinators to develop individualized plans for each case.
- Made appropriate referrals to other programs and agencies to provide clients with well-rounded support.
- Uploaded documentation to patient database to streamline organizational flow.
- Assisted patients needing additional support by scheduling and managing appointments.
- Coordinated case management functions through placement monitoring, crisis intervention and discharge planning.
- Encouraged and motivated clients to develop new coping mechanisms and techniques to drive behavior modification.
- Visited clients at residences to assist courts with custody decisions and conduct home study assessments.
- Attended court hearings when appropriate to provide testimony regarding client status or progress towards goals.
Front Desk Receptionist
Ron Hoover RV & Marine
Donna, TX
02.2022 - 11.2022
- Signed for packages, recorded deliveries and distributed to personnel.
- Responded to inquiries and room requests made online, by phone and via email.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Greeted visitors to provide information and direct to appropriate personnel.
Legal Assistant/Paralegal
The Law Office Of Damian C. Orozco
San Juan, Texas
03.2021 - 11.2021
- Created agendas, meeting notes and other documents to enhance the collaborative process
- Coordinated communications, including taking calls, responding to emails, and interfacing with clients
- Maintained office safety by screening visitors, updating logs, and issuing temporary passes
- Produced and distributed memos, newsletters, email updates, and other forms of communication
- Maintained an organized filing system of paper and electronic documents
- Automated office operations, as well as managed client correspondence, record tracking, and data communications
- Completed supply orders and maintained appropriate levels of office supplies.
Assistant Manager/ Full Time Sales Associate
Foot Locker
McAllen, TX
03.2017 - 03.2021
- Delivered a high level of assistance by locating products and checking the store system for merchandise at other sites
- Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise
- Processed product returns and assisted customers with other selections
- Trained associates in company procedures, product knowledge, customer service, and selling techniques
- Engaged with customers to effectively build rapport and lasting relationships
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items
- Sold various products by explaining unique features and educating customers on proper application.
Education
MBA - Business Administration And Management
The University of Texas Rio Grande Valley
Edinburg, TXMaster of Science - Criminal Justice
The University of Texas Rio Grande Valley
Edinburg, TX12.2022
Bachelor of Science - Criminal Justice, Minor Degree in Management
The University of Texas Rio Grande Valley
Edinburg, TX05.2020
Associate of Arts - Criminal Justice
South Texas College
McAllen, TX12.2018
High School Diploma -
Weslaco East High School
Weslaco, TX05.2017
Skills
- Responsible
- Self-motivated
- Excellent work ethic
- Verbal and written communication
- Good listening skills
- Organizational performance
- Social perceptiveness
- Excellent people skills
- Exceptional customer service
- Advanced MS Office Suite knowledge
- Legal documentation and reporting
Accomplishments
- Miss Alamo 2015
- Miss Alamo Ambassador 2016
- Awarded "Number 1 Employee" at Foot Locker in 2019, 2020, and 2021.
Timeline
Caseworker
Texas Department of Family Protective Services
01.2023 - Current
Front Desk Receptionist
Ron Hoover RV & Marine
02.2022 - 11.2022
Legal Assistant/Paralegal
The Law Office Of Damian C. Orozco
03.2021 - 11.2021
Assistant Manager/ Full Time Sales Associate
Foot Locker
03.2017 - 03.2021
MBA - Business Administration And Management
The University of Texas Rio Grande Valley
Master of Science - Criminal Justice
The University of Texas Rio Grande Valley
Bachelor of Science - Criminal Justice, Minor Degree in Management
The University of Texas Rio Grande Valley
Associate of Arts - Criminal Justice
South Texas College
High School Diploma -
Weslaco East High School
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