Estela McCraw
Santa Clarita,CA
Summary
Adept at enhancing consumer family satisfaction and streamlining service processes, I leveraged my strong organizational skills and 20 years of consumer services expertise at North Los Angeles County Regional Center to significantly improve consumer family knowledge of services provided through NLACRC and guide them through the process. Fluent in Spanish. I excel in teamwork, fostering positive outcomes through effective communication and detailed knowledge of NLACRC policies and procedures while guiding new employees on the right path to success.
Overview
21
21
years of professional experience
Work History
Consumer Service Coordinator
North Los Angeles County Regional Center
08.2003 - Current
- Assisted with training new hires, in the school-age unit, on best practices within the Consumer Service Coordinator role, Including but not limited to, addressing issues related to documenting the IFSP/IPP, updating the ESR/CDER, delivery of services per the IFSP/IPP, documenting Title 19 Notes, assessing the need to implement services and supports, Purchase of Service Requests and managing current authorizations, generic resources, Notice of Proposed Action, residential placement process/living options, and Co-Pay. Ensuring a smooth onboarding experience for team members.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues for consumer families.
- Demonstrated skills in planning and prioritizing assigned tasks and completed consumer inquiries within established time frames.
- Resolved problems, clarified issues, and researched and explored alternative solutions for consumer needs.
- Devised creative solutions for challenging consumer situations, fostering positive outcomes even in difficult circumstances.
- Participated in company-wide initiatives and trainings focused on improving overall service offerings.
- Guided consumers through troubleshooting processes over the phone or via email correspondence, effectively resolving technical issues.
- Developed comprehensive reports on consumer interactions, providing valuable insights for management decision-making processes.
- Streamlined consumer service processes for increased efficiency and faster response times.
- Maintained current consumer records, keeping trusted information secured.
- Reduced customer complaints by implementing effective communication strategies and problem-solving techniques.
- Served as a primary point of contact between the NLACRC and its consumer's families, maintaining professionalism at all times during interactions.
- Built lasting relationships with consumer families, consumers, and other team members based on trust and reliability.
Education
Bachelor of Arts - Psychology
Cal. State Los Angeles
Los Angeles06.1998
Skills
- Strong Organization
- Consumer services and advocacy expertise
- Spanish Fluency
- Teamwork and Collaboration
- Data entry(SANDIS), IPP, AR, Addendum, and Title 19 report proficiency
- Complaint Handling, NOA
- Proficient in Exception Staffing, Medical/Clinical/and/or Behavioral consultations
- Attention to Detail
- Excellent Communication
- Detailed knowledge of NLACRC Policies and Procedures under CSC day-to-day duties
Languages
Spanish
Native or Bilingual
Timeline
Consumer Service Coordinator
North Los Angeles County Regional Center
08.2003 - Current
Bachelor of Arts - Psychology
Cal. State Los Angeles
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