Guadalupe G. DIAZ
Downey,CA
Summary
Seasoned professional with over a decade of experience in Los Angeles County's Department of Social Services, and multiple years in leadership, blending extensive sales expertise from Belkin International with exceptional communication skills. Excelled in performance management and employee supervision, significantly enhancing workflow and customer service standards. Proficient in Oracle and Microsoft Office, demonstrating a robust ability to drive team success and operational efficiency.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Eligibility Supervisor
Los Angeles County, Department of Social Services
Los Angeles, CA
09.2022 - Current
- Supervising and providing technical support over a unit of eligibility workers and clerical support staff. Assigning, planning, supervising, and evaluating the work of the unit; training, and instructing employees.
- Reviewing case records for completeness, accuracy, consistency, and conformity with public assistance program eligibility-related laws, regulations, and policies; assuring that appropriate referral procedures for social services are being followed.
- Reviewing Eligibility Workers' cases to authorize payments or corrections on various automated systems.
- Addressing problem cases with eligibility workers and making recommendations. Taking appropriate action and decision-making as to methods of resolving difficulties.
- Conducting daily unit meetings to promote staff development and to explain and/or clarify state and county regulations, policies, and procedures to follow.
- Preparing or supervising the preparation of management reports, and statistical reports. Initiate a job referral for potentially employable applicants and participants of public assistance programs, as necessary.
- Provided one-on-one coaching sessions for employees who need additional assistance in meeting expectations for providing excellent customer care.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Fully train new hires on conducting phone interviews, including implementing policy, and navigating the system.
Eligibility Worker II
Los Angeles, Department of Social Services
10.2007 - 09.2022
- Conduct End to End Intake applications over the telephone and determine eligibility for Medical, and Calfresh programs within a 45-minute frame
- Take preliminary applications for Calworks and General Relief program
- Provide excellent Customer Service over the telephone to the elderly, mentally and physically clients as well as the General Public
- Process and troubleshoot intake applications with accuracy and promptness to issue benefits utilizing LRS, MEDS, YBN.com, and Work Number Systems.
Senior Sales Representative
Belkin International, Inc
11.1999 - 12.2006
- Service commercial, e-commerce, and direct consumer accounts
- Recommend products based on purchaser needs
- Handle returns, issue credit memos, and generate shipping and open order reports
- Daily communication via email and phone
- Troubleshoot problems such as mis- and short-shipments
- Support establishment of new products on customer websites and perform periodic website reviews
- Very comfortable developing large quotes and presenting to management
- Provide comprehensive training to new sales representatives
- Sales Superstar recognition in October, 2004.
Inside Sales Representative
Sonnet Supply
05.1998 - 11.1999
- Tasked with answering phones, covering order desk, creating quotes, and general office duties
- Trusted with purchasing stock to maintain warehouse inventory.
Education
Psychology
Cerritos College, Biola University
Skills
- Extensive Sales Experience (10 years)
- Excellent Written and Verbal Communication Skills
- Oracle System, LRS System, MEDS, YBN, Work Number
- Microsoft Office, Excel
- Los Angeles County Public Assistance program knowledge (15 years)
- Performance Management
- Employee Supervision
- Microsoft Office
- Workflow Planning
- Scheduling and Calendar Management
- Word Processing
- Salesforce
- Spreadsheets and Analytics
- Americans with Disabilities Act
References
References Available upon Request
Languages
- Bilingual-certified by Los Angeles County (Spanish & English)
Languages
Spanish
Professional
Certification
- Language Proficiency Certificate, Los Angeles County, Department of Social Services - 2007
- Lean Six Sigma Yellow Belt Certificate - 2024
References
References available upon request.
Timeline
Eligibility Supervisor
Los Angeles County, Department of Social Services
09.2022 - Current
Eligibility Worker II
Los Angeles, Department of Social Services
10.2007 - 09.2022
Senior Sales Representative
Belkin International, Inc
11.1999 - 12.2006
Inside Sales Representative
Sonnet Supply
05.1998 - 11.1999
Psychology
Cerritos College, Biola University
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