Frank Najera
Houston
Summary
Professional with extensive experience in client relationship management and crisis intervention within clinical and financial environments. Developed individualized treatment plans through comprehensive intake assessments, ensuring accurate documentation and compliance with regulatory standards. Demonstrated effective communication skills by collaborating with multidisciplinary teams to address client needs and resolve issues promptly. Proven ability to maintain positive client interactions while managing complex situations, contributing to overall program success.
Overview
15
15
years of professional experience
Work History
Intake Specialist
The Founders Law
Houston
09.2023 - Current
- Communicated regularly with clinical staff regarding client progress and changes in condition or behavior, with marketing employees to address concerns and updates, and with clients to build trust and underatanding of their priorities to address problems and expectations.
- Developed individualized treatment plans for each client based on assessment results.
- Conducted initial intake interview to obtain client information, including biographical data, medical history, presenting problem, legal status, and other pertinent information.
- Provided crisis intervention services as needed to clients in distress.
- Ensured that all necessary paperwork was completed accurately before discharge from program.
- Answered and logged incoming inquiries via phone, fax and email.
- Issued, gathered and inspected intake forms to confirm correct signatures and information.
- Maintained positive attitude and effectively de-escalated clients during crisis situations.
- Reviewed referral sources for appropriateness prior to admission into program.
Personal Banking Officer
Ocean Bank
Miami Lakes
08.2015 - 08.2023
- Identified opportunities for cross-selling additional products or services based on customer needs.
- Drafted letters of credit, promissory notes, certificates of deposit.
- Conducted customer service activities such as responding to inquiries, resolving complaints, and processing account transactions.
- Performed daily maintenance of customer accounts including deposits, withdrawals, transfers, and loan payments.
- Developed relationships with clients to identify their financial needs and goals.
- Cross-sold bank products by providing advice on the benefits of additional services available.
- Analyzed financial statements, credit reports, and other documents to evaluate loan applications.
- Provided customers with information on banking products and services.
- Executed compliance requirements such as KYC and AML checks prior to onboarding new customers.
- Generated reports detailing client activity for use in developing new business strategies.
- Researched and resolved discrepancies between customer records and account documentation.
- Monitored customer accounts for suspicious or fraudulent activity.
- Maintained up-to-date knowledge of banking regulations, procedures, and policies.
- Assisted in training new personnel in proper banking procedures.
- Completed all assigned tasks within established deadlines.
- Resolved customer complaints in a timely manner while maintaining high standards of service.
Team Leader
Burger King
Miami
06.2010 - 08.2015
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Established clear expectations for employees, providing guidance when needed.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Maintained a positive work environment that promoted collaboration between team members.
- Ensured compliance with all safety regulations in the workplace.
- Collaborated with other departments to ensure alignment of goals across teams.
- Developed strategies for problem solving and conflict resolution among team members.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Delegated daily tasks to team members to optimize group productivity.
Education
Associate of Arts - Teaching
Miami Dade College
Miami, FLSkills
- Crisis intervention
- Individualized treatment planning
- Intake assessment
- Client relationship management
- Customer service
- Team collaboration
- Problem solving
- Effective communication
- Client intake
- Case management
- Empathic communication
- Cross-cultural sensitivity
- Compassionate communication
- Research and analysis
- Progress reporting
- Follow-up skills
- Eligibility review
- Critical thinking skills
- Claims processing
- Conflict mediation
- Scheduling appointments
- Insurance verification
- Documentation skills
- Collaboration and teamwork
- Decision-making
- Teamwork and collaboration
- Issue reporting
- Crisis management
- Cultural Competency
- Multitasking Abilities
- Workflow management
- Teamwork
- Time management
- Self motivation
- Attention to detail
- Active listening
- Adaptability and flexibility
Languages
English
Professional
Spanish
Native/ Bilingual
Affiliations
- Creative writing
- Songwriting
Timeline
Intake Specialist
The Founders Law
09.2023 - Current
Personal Banking Officer
Ocean Bank
08.2015 - 08.2023
Team Leader
Burger King
06.2010 - 08.2015
Associate of Arts - Teaching
Miami Dade College