Gabriela Herrera
Aurora,IL
Summary
Dynamic Human Service Manager with extensive experience at the State of Illinois-Department of Human Services. Proven track record in team leadership and problem-solving, enhancing service delivery and client satisfaction. Bilingual in English and Spanish, skilled in documentation and reporting, fostering a culture of continuous improvement and operational excellence.
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Highly motivated TA Human Service Manager with 25 years of working at the Department of Human Services. Consistently drives results by building and leading teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Customer-focused professional with successful 25 yrs of service to the State of illinois residents.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
25
25
years of professional experience
Work History
TA - Human Service Manager (Spanish Option)
State of Illinois-Department of Human Services
10.2025 - Current
- Managed workers to ensure compliance with state regulations and policies.
- Implemented strategies to increase productivity.
- Mentored staff on best practices for client interaction and service excellence.
- Analyzed service performance metrics to identify areas for improvement and implement solutions.
- Coordinated interdepartmental communication to enhance program efficiency and client satisfaction.
- Developed training materials focused on enhancing employee skills and operational knowledge.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
Human Service Caseworker (Spanish Option)
State of Illinois- Department of Human Services
07.2011 - 10.2025
- Assessed client needs and developed individualized service plans to address specific challenges.
- Coordinated referrals to community resources, enhancing access to essential support services.
- Maintained accurate case records and documentation in compliance with regulatory standards.
- Collaborated with multidisciplinary teams to deliver holistic services for clients in crisis.
- Educated clients about available resources, empowering them to make informed decisions to achieve self sufficiency.
- Adhered to strict client confidentiality laws and site-specific procedures to uphold privacy and provide best experience possible.
- Inputted information and obtained quantitative and qualitative data on client details to provide services requested.
- Established positive relationships with aid recipients and assessed goals, working hard to address individual needs and tailor services to suit them.
- Interviewed applicants for services and supported application completion as necessary.
- Acted as mandatory reporter of abuse.
- Described procedures, requirements, and benefits to clients.
- Kept and established comprehensive case files to support proper documentation and record retention.
- Participated in ongoing professional development opportunities to stay current with best practices and emerging trends within the human services field.
- Managed a caseload of over 50 clients, prioritizing needs and maintaining accurate records.
- Maintained strict confidentiality while handling sensitive client information, adhering to all relevant privacy regulations.
- Reduced case processing time with diligent paperwork completion and timely submission of required documents.
- Assisted clients in identifying community resources and connecting with appropriate services.
Human Service Caseworker - Spanish Option
State of Illinois-Department of Human Services
07.2005 - 07.2011
- Conducted comprehensive assessments to determine client eligibility for services.
- Implemented evidence-based practices in casework interventions, enhancing overall effectiveness of service delivery.
- Conducted thorough assessments to determine client eligibility for various programs and services.
- Reduced client wait times for services with efficient case load management.
- Participated in interdisciplinary team meetings to coordinate care for clients.
- Documented client progress and activities in accordance with agency policies and procedures.
- Facilitated access to community resources, enhancing client support systems.
- Coordinated interdisciplinary team meetings to ensure holistic service delivery.
Office Coordinator
Division Of Rehabilitation Services
06.2005 - 07.2005
- Coordinated daily office operations, ensuring seamless workflow and communication across departments.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Served as a point of contact for clients visiting the office, providing exceptional customer service that led to increased client retention rates.
- Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Monitored front areas so that questions could be promptly addressed.
- Developed and maintained filing systems to improve document retrieval and organizatIon.
- Assisted individuals with disabilities in accessing necessary accomodations within the community. Promoting increased independence and quality of life.
- Assisted case managers with referrals.
Switchboard Operator
State of Illinois-Department of Human Services
08.2000 - 06.2005
- Operated multi-line switchboard to manage incoming calls efficiently and ensure prompt service.
- Directed calls to appropriate departments, facilitating clear communication across the organization.
- Assisted in training new staff on switchboard operations and customer service protocols.
- Maintained accurate call logs and provided reports to management for operational improvements.
- Resolved caller inquiries promptly, enhancing customer satisfaction and departmental efficiency.
- Collaborated with team members to streamline call handling processes and reduce wait times.
- Implemented best practices for call routing, contributing to improved service delivery standards.
- Strengthened agency's reputation by upholding confidentiality when dealing with sensitive information during call transfers.
- Contributed to positive workplace culture by fostering a collaborative environment and assisting colleagues when needed.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Contributed to a professional atmosphere by courteously greeting callers and providing helpful assistance.
- Demonstrated flexibility in adjusting work schedule to cover shifts during periods of high call volume or staff shortages, maintaining seamless phone coverage at all times.
- Answered calls promptly and engaged customers with friendly, professional demeanor.
- Facilitated emergency response efforts by swiftly connecting callers to relevant personnel or services when necessary.
- Documented messages and forwarded to correct individual.
- Improved call efficiency by effectively routing and managing incoming calls for a busy office environment.
- Maintained accurate records of all calls, ensuring timely follow-ups and resolution of issues.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Received incoming calls and paged individuals and departments over PA system.
- Kept records of calls placed and charges incurred.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
Education
No Degree - Education
Roosevelt University
Chicago, ILHigh School Diploma -
Morton East Highschool
Cicero, IL05-1994
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Goal oriented
- Team collaboration and leadership
- Trustworthy and honest
- Employee relations
- Documentation and reporting
- Outgoing and energetic
- Staff motivation
- Policy and procedure enforcement
- FLUENT IN SPANISH
- Bilingual English and Spanish
- Interpersonal relationships
Timeline
TA - Human Service Manager (Spanish Option)
State of Illinois-Department of Human Services
10.2025 - Current
Human Service Caseworker (Spanish Option)
State of Illinois- Department of Human Services
07.2011 - 10.2025
Human Service Caseworker - Spanish Option
State of Illinois-Department of Human Services
07.2005 - 07.2011
Office Coordinator
Division Of Rehabilitation Services
06.2005 - 07.2005
Switchboard Operator
State of Illinois-Department of Human Services
08.2000 - 06.2005
No Degree - Education
Roosevelt University
High School Diploma -
Morton East Highschool