Fior Beltre
Mayor's Office Of Housing Stability
Boston,MA
Summary
Detail-oriented criminal justice and government operations professional with an Associate in Science in Criminal Investigation and extensive experience supporting municipal and state agencies.
Background includes law-enforcement operations, confidential records management, database documentation, information verification, case-related inquiries, data entry, and compliance with established policies and procedures.
Experienced working with sensitive criminal justice, client, medical, and government information requiring accuracy, discretion, accountability, and attention to detail. Proven ability to work effectively in fast-paced, highly regulated environments while maintaining accurate electronic and hard-copy records.
2
Languages
1
Certification
15
years of professional experience
Work History
Program Assistant
7 Months- Established rapport with constituents through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
- Creating intakes within Salesforce to assist constituents needs in their housing crisies
- Ability to maintain systems for keeping tasks from slipping through the cracks. Able to juggle competing demands and prioritize without sacrificing quality.
- Connecting back to constituents in a timely manner and take pride in providing clear, helpful information
- Collaborative and communicative - being available to communicate with multiple individuals within and outside of OHS. Communicating proactively to make sure all involved are informed and can contribute
- Providing resources to constituents regarding homeless, eviction and rental assistance.
- Empathic to the needs of our diverse community and providing knowledge of the assistance provided by OHS
CUSTOMER SERVICE REP III DFML Leave Benefits
1 Year 5 Months- Provide employees with information about leave options available to them under collective bargaining agreements, FMLA or PFML
- Intake of DFML and PFML benefits
- Informing clients of policies and procedures
- Verifying approval and denials of claims
- Aiding in the appeals process for denied claims
- Escalated claims to the correct department for review
- Confirming client demographics
- Helped in the application process via Mass.gov portal
- Entering detail notes on the interactions with clients
- Handling high call volume in a call center environment
- Confirming payments, payment method, beginning and end dates of leave
- Resolved customer inquiries through effective communication and problem-solving techniques.
911 CALL TAKER/EMERGENCY SUPPORT ANALYST
2 Years 2 Months- Receive, recorded, and categorize all incoming emergency calls as well as none emergency calls
- Handled calls in a professional, concise, and accurate manner
- Helped a diverse population in various emotional states
- Maintains situational awareness of local, regional, state, and national emergencies, significant incidents, and events.
- Experience working in a unionized environment
- Maintaining confidentiality on all sensitive information and records exposed to while performing job-related duties
- Ability to multitask through varies programs using multiple monitors
- Entering and retrieving information about stole/recovery of vehicles as well as stolen plates from information obtained by Area District.
- Notified owners of recovery of stolen vehicles via phone and certified mail.
- Aided in gathering information for the towline regarding the removal of vehicles that are/were in violation of any laws whether private or police tows.
- Obtaining pertinent information on warrants, demographics, addresses, active or inactive licenses and any other confidential data when requested by an officer via NOVA BASE radio contact
CUSTOMER SERVICE REP I (contract)
3 Months- Responsible for keeping, either by memory or use of agency information manuals and or computer software, all information pertaining to agency rules and regulations, policies, procedures and agency functions and branch location.
- Experience working in a unionized environment
- Ability to explain rules, regulations, policies, procedures and agency functions accurately and intelligently.
- Ensure that customer service is provided in a prompt, professional, efficient and courteous manner.
- Answer inquiries regarding state and local laws, rules, and regulations, along with policies and procedures governing agency services.
- Answer incoming phone lines with the use of headset and desk top application in conjunction with an automatically distributor (ACD) to aid customers.
- Use a desktop application with a RUMBA connection to a Knowledge Management and Policy Browser and customer fulfillment application.
- Develop a thorough knowledge and use of the ATLAS screens and their functions.
- Perform a variety of cash, checks, money orders and credit card transactions.
- Book road test for class A, B, C, D, M and competency applicants.
- Service and handle various inter and intra complex questions with complete resolution for various title and registration transactions that we provide.
- Provide licensing and citation information and limited suspensions resolution.
- Override transaction and processing.
- Performs miscellaneous job-related duties.
- Delivered exceptional customer service by resolving inquiries and complaints efficiently.
- Processed vehicle registrations and renewals accurately, ensuring compliance with regulations.
Clerk IV
7 Years 3 Months- NAGE Union Steward
- PeopleSoft
- Experience working in a unionized environment
- Bilingual: English/Spanish
- Display a pleasant, cheerful disposition
- Creating and distributing EBT’s cards
- Calendar management
- Registering Clients for caseworker and or supervisors
- Aiding in client inquiries regarding DTA services, policies and requirements
- Self-starter who can work independently in a fast-paced environment
- Screening incoming calls
- Extracting/entering confidential data into Beacon system
- Provide clerical and office support for programs as well as assisting all staff
- Worked within MS EXCEL, Word, Outlook, Beacon and Epic
- Scanning Confidential Documentation for processing
- Processed applications and documentation accurately to ensure timely assistance for clients.
- Maintained detailed records in compliance with departmental policies and procedures.
- Trained new staff on operational procedures and software systems utilized by the department.
- Maintained accurate records and updated client information in departmental databases.
Program Assistant (contract)
1 Year 11 Months- Conducted client intake screening and data analyzing for the purpose of qualifying service
- Create/Intake of confidential information for client housing services
- Collection of all staff timecards for payroll & distribution of all weekly pay checks
- Answering incoming calls and placed outgoing calls regarding housing inquiries
- Process of monthly checks for distribution
- Faxing, scanning, emailing correspondence
- Data entry of confidential and time sensitive client information
- Mail collection & distribution
- Updated of staff timestamp cards for payroll reports
- MBTA T-Pass Orders
- Telecommunication Orders (company cell phones, fax repair, phone setup)
- Received walk-in, written, e-mail and telephone inquiries and answered or referring them to the appropriate parties for further action.
- Developed and maintained data tracking systems to monitor program effectiveness and client progress.
- Coordinated housing assistance programs, ensuring timely delivery of services to clients in need.
Case Management/Administrative Assistant (contract)
1 Year 11 Months- Calendar management, client Intake, scheduling, and rescheduling appointments
- Assisting in client inquiries regarding ABCD services, policies, and requirements
- Assisting in housing search for clients who are facing eviction or homelessness by contacting appropriate agencies as well as immigration assistance
- Faxing, scanning, emailing correspondence
- Screening incoming calls, making outgoing calls to clients
- Created spreadsheets in MS EXCEL
- Extracting/entering confidential data into Client-Track system and SummerWorks
- Provide clerical and office support for programs as well as assisting all staff
- Job Search and resume prep
- Training new hire
- WorkSmart Payroll distribution
- Worked within MS EXCEL, Word, Outlook, and PowerPoint
- Managed documentation and filing systems to enhance information retrieval and organizational efficiency.
- Coordinated scheduling and logistics for executive meetings, ensuring seamless communication across departments.
Mental Health Outpatient Registration (contract)
11 Months- Faxing, scanning, and distributing of confidential correspondence to the appropriate department
- Exercised professional demeanor and diplomacy with challenging clientele
- Oversaw all areas of office operations in support of prescriber, clinician, staff and patients
- Extracted confidential data for record keeping in Excel spreadsheet
- Processed co-payments via cash, credit, check for the purpose of postings towards client account
- Maintained composure during times of crisis in a fast-paced environment to meet deadlines
- Proven ability to make and receive over 50 outbound and incoming calls
- 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.
Pediatric Registration Assistant
2 Years 11 Months- Received and entered patient’s demographic, medical history and financial information into company system
- Served as point of contact for a diverse community in processing new and existing patients with appointments, scheduling, and registration
- Verification of patient insurance eligibility
- Received and processed patient co-payment via cash, credit or check
- Expert in using company software for confidential documentation
- Answered all incoming calls and placed outgoing calls to patients for medical purposes
- Records keeping on Excel spreadsheet
- Facilitated patient registration processes, ensuring accuracy and efficiency in data entry.
- Maintained up-to-date knowledge of healthcare regulations and compliance standards.
- Assisted in training new staff on registration protocols and system usage.
- Monitored and resolved discrepancies in patient records to ensure data integrity.
- Utilized various software programs proficiently to maintain efficient workflow processes.
Education
Associate of Science - Criminal Investigation
- Dean’s List
- GPA: 3.89
Associate of Science - Paralegal Coursework
Skills
SalesForce
Google Suite
Mark43
NCIC Database
NG911
CJIS
NCIC
NIMS/ICS
PRO PHENIX CAD
EPIC
FINEOS
SERVICE NOW
NICE/MAX
APPLE IOS
MICROSOFT OFFICE SUITE 365
GOOGLE DRIVE
MICROSOFT EDGE
MICROSOFT OUTLOOK
Geographic knowledge
Information intake/document/track
Providing clear directions
Data entry
Data analysis
Resource coordination
Computer literacy
Interpersonal skills
Prioritizing situations
Good judgment
Self-motivation
Analytical thinking
Conflict resolution
Reliability
Attention to detail
Critical thinker
Continuous improvement
Technical understanding
Multitasking Abilities
Switchboard
Expert in all Social Media Platforms
Cash and credit collection
HIPPA Policies
Teamwork and collaboration
Eager and willing to learn
Goal setting
30 + years Client/Customer Support Services
Problem-solving
Written communication
Active Listening Skills
Confidentiality understanding
911 system information databases
Call management/Triage/Transfer
Documentation and reporting
Call center experience
Account maintenance
Research
Office equipment proficiency
Conflict: de-escalation/mediation/resolution
Appointment scheduling
Administrative Support
Accomplishments
- Used Microsoft Excel to develop time/attendance tracking spreadsheets.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of case files as well as complaints and customer satisfaction.
Certification
- CJIS, 2024
- NOTARY PUBLIC
- Massachusetts NG911, 2024
- APCO, 2024
- Gaming License, 2023
- MasSP Aspiring Supervisor Certification Program, 2021
- Massachusetts License to (LTC)- Class A, Large Capacity:
- Commonwealth of Massachusetts firearms license May 1, 2024-May 30, 2029. Authorized for the possession and carrying of firearms in accordance with Massachusetts law
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Program Assistant
Mayor's Office Of Housing Stability
03.2026 - Current
CUSTOMER SERVICE REP III DFML Leave Benefits
Savilinx
10.2024 - 03.2026
911 CALL TAKER/EMERGENCY SUPPORT ANALYST
Boston Police Headquarters
01.2024 - 03.2026
CUSTOMER SERVICE REP I (contract)
Register of Motor Vehicles
07.2023 - 10.2023
Clerk IV
DEPARTMENT OF TRANSITIONAL ASSISTANCE
04.2016 - 07.2023
Program Assistant (contract)
ABCD Housing & Homeless Prevention Dept
01.2015 - 12.2016
Case Management/Administrative Assistant (contract)
ABCD APAC
01.2014 - 12.2015
Mental Health Outpatient Registration (contract)
Arbour Counseling Service
01.2014 - 12.2014
Pediatric Registration Assistant
Dorchester House
01.2012 - 12.2014
Everest College
Associate of Science from Criminal Investigation
Fisher College
Associate of Science from Paralegal Coursework