Jenny Rosales
Summary
Dedicated and compassionate Case Manager with a proven track record of providing support and advocacy for diverse populations. Skilled in coordinating services, developing care plans, and promoting client autonomy and empowerment, prepared to make significant impact.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Pre-litigation Case Manager
Strong Law
07.2024 - Current
- Conduct detailed client intakes and enter information into company database.
- Develop personalized care plans for addressing individual client needs.
- Manage caseloads efficiently to deliver timely support to clients.
- Advocate for client rights with various agencies to secure necessary services.
- Resolve conflicts within cases to ensure positive client experiences.
- Conduct thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
- Monitor ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educate clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhance communication between clients and providers through consistent follow-ups and progress updates.
- Advocate for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Contribute to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Improve client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Coordinate with healthcare providers to ensure clients access to necessary medical services, enhancing their overall well-being.
- Enhanced case efficiency by organizing and maintaining legal documents, files, and correspondence.
- Contribute to firm-client relationship building through professional interactions with clients during meetings or phone calls, conveying empathy while maintaining confidentiality.
- Communicate with insurance adjusters, open claims, provide updates and assist with client information.
- Request medical records when needed.
- Organize medical records when received.
- Assist in preparation of settlement proposals and agreements to help attorneys negotiate settlement in best interest of client.
- Administrate outstanding bills, request reductions from providers, revise all payments needed to be made are correct.
- Keep track of payments on excel spreadsheet to ensure correct payment are made when funds received.
- Maintain detailed, accurate records of all client interactions, ensuring seamless handoffs between team members when necessary.
Case Manager
Gaiennie Law Office
04.2019 - 07.2024
- Managed client caseload, providing support and resources for mental health and legal needs
- Collaborated with interdisciplinary teams to create comprehensive treatment plans for clients
- Conducted assessments to identify client needs and develop individualized service plans
- Ensured smooth transitions for clients through advocacy, referrals, and coordinating services
- Assisted attorneys with case research, document preparation, and client communication
- Prepared and organized legal documents such as briefs, pleadings, and contracts
- Maintained and organized physical and electronic filing systems for case documentation
- Communicated with clients, opposing counsel, and court personnel in a professional manner
- Collaborated with interdisciplinary team to coordinate care and resources for clients
- Provided crisis intervention and support to clients in need of immediate assistance
- Maintained accurate and timely documentation of client progress and services provided
- Developed training materials and resources to enhance learning experience for new employees
- Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Pawnbroker
Josie's Pawn
03.2017 - 12.2017
- Skilled in assessing and valuing a wide range of jewelry and other items
- Proficient in negotiating prices and closing sales transactions with customers
- Strong understanding of pawn shop regulations, including compliance with laws and regulations
- Experienced in managing inventory, tracking loans, and maintaining accurate records in a pawn shop setting
- Negotiated fair prices for both buying and selling items while maintaining profitability goals for the business
- Maintained a clean, organized, and secure store environment to ensure smooth operations
- Managed inventory by accurately documenting transactions, tracking item status, and conducting regular audits to maintain accurate records
- Collaborated with law enforcement agencies to report stolen property or suspicious activities detected during daily operations
- Evaluated the value of various items, such as jewelry, electronics, tools, and antiques, based on market conditions and item condition
Store Manager
Radio Shack
08.2016 - 03.2017
- Managed inventory, including ordering and stocking products to ensure availability
- Trained and supervised staff, ensuring exceptional customer service and efficient operations
- Implemented sales strategies to meet and exceed revenue targets
- Developed schedules, managed payroll, and oversaw store budget to optimize profitability
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees
- Managed inventory control, cash control, and store opening and closing procedures
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback
- Assisted with hiring, training and mentoring new staff members
- Improved customer satisfaction through staff training in customer service and product knowledge
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation
- Completed point of sale opening and closing procedures
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one
- Rotated merchandise and displays to feature new products and promotions
- Maximized sales by creating innovative visual merchandising displays and store layouts
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth
- Approved regular payroll submissions for employees
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements
- Supervised guests at front counter, answering questions regarding products
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities
- Interacted well with customers to build connections and nurture relationships
Assistant Store Manager
Jumping Jack Cash
02.2014 - 08.2016
- Evaluated and appraised valuable items for pawn loan approval
- Managed inventory of pawned items and facilitated sales transactions
- Upheld confidentiality and professionalism while handling sensitive customer information
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays
- Assisted in analyzing sales data to identify trends and make informed decisions for improving overall store performance
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits
- Streamlined inventory management with regular audits
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates
- Provided weekly work schedules to employees to accommodate business demands and vacation requests
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices
- Assisted in recruiting, hiring and training of team members
- Trained and guided team members to maintain high productivity and performance metrics
- Monitored daily cash
- Managed purchasing, sales, marketing and customer account operations efficiently
Assistant Store Manager
First Cash Pawn
07.2002 - 02.2014
- Led a team of sales associates to achieve monthly sales goals
- Developed and implemented effective merchandising strategies to drive store profitability
- Trained new employees on company policies and procedures
- Resolved customer complaints and ensured high levels of customer satisfaction
- • Managed inventory of jewelry, electronics, and other pawned items for
resale. - Utilized knowledge of market trends and item values to assess loan risks.
- Provided excellent customer service while maintaining confidentiality and
security of transactions. - Consistently exceeded monthly sales targets by leveraging strong customer
relationships and strategic networking. - Achieved recognition as top sales performer for exceptional performance
and consistent results. - Resolved customer complaints efficiently to ensure customer satisfaction
and retention - Maintained detailed records of customer interactions, ensuring accurate
and timely follow-up. - Managed store operations, including staff scheduling and inventory
management, exceeding sales goals. - Trained and mentored staff on customer service, product knowledge, and
store procedures. - Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
Education
Some College - Psychology
Colorado University Boulder
Boulder, CO05.2002
H.S. Diploma -
DSS
Lakewood, CO05.2001
Skills
- Advocacy skills
- Resource coordination
- Problem-solving
- Records management
- Time management
- Excellent Customer Service
- Management Experience
- SALES Experience
- Proactive Learner
- Highly Motivated
- Case management
- Client advocacy
- Goal setting
Certification
Notary Public, CO, Commission expiration date: 05/15/2028
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Pre-litigation Case Manager
Strong Law
07.2024 - Current
Case Manager
Gaiennie Law Office
04.2019 - 07.2024
Pawnbroker
Josie's Pawn
03.2017 - 12.2017
Store Manager
Radio Shack
08.2016 - 03.2017
Assistant Store Manager
Jumping Jack Cash
02.2014 - 08.2016
Assistant Store Manager
First Cash Pawn
07.2002 - 02.2014
H.S. Diploma -
DSS
Notary Public, CO, Commission expiration date: 05/15/2028
Some College - Psychology
Colorado University Boulder
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