Jessica Alvarez
Westland,MI
Summary
Experienced utility assistance program supervisor with a successful track record of leading teams to provide vital support to low-income households. Skilled in program management, team leadership, and building strong relationships with clients and stakeholders.
Overview
23
23
years of professional experience
Work History
Utility Assistance Program Supervisor
Wayne Metropolitan Community Action Agency
Detroit, MI
06.2021 - Current
- Currently leading a team of 13 staff, managing a $3.2 million budget of Michigan Energy Assistance Program (MEAP) funding, have processed 12,000 client applications, and ultimately have assisted 3,500 low income households in Wayne County this fiscal year.
- Consistently met annual spending goals, totaling $11 million in client assistance during my tenure supervising the program.
- Manage our agency's allocation of Livonia's Community Development Block Grant (CDBG) funding of $10,000 across the last 2 fiscal years.
- Responsible for directing workflow development, conducting team trainings, facilitating agency informational sessions, maintaining clear communication with Michigan Department of Health and Human Services (MDHHS) along with utility providers like DTE and Consumers Energy.
Direct Service Specialist
Wayne Metropolitan Community Action Agency
Detroit, MI
07.2017 - 06.2021
- Managed a caseload of 20 to 35 new clients weekly.
- Assisted clients in achieving their goal of financial independence with various social service programs including the Michigan Energy Assistance Program (MEAP) and Water Residential Assistance Program (WRAP).
- Streamlined and improved the calculation portion of our utility assistance file which increased our team's accuracy by 85%.
- Directed department trainings on program compliance measures and processing procedures.
Certified Credit and Bankruptcy Counselor
GreenPath Financial Wellness
Farmington Hills, MI
11.2008 - 02.2014
- Conducted pre-bankruptcy counseling and financial educational sessions with more than 8 clients daily, ensuring compliance with regulatory requirements set by the National Foundation for Credit Counseling.
- Provided individualized counseling to clients navigating mortgage challenges, offering tailored solutions to address their specific needs, including guidance on foreclosure options to minimize financial impact.
- Maintained accurate documentation of client interactions, assessments, and progress notes for effective case management while ensuring accuracy and confidentiality in all data entry processes.
- Facilitated training sessions for new bankruptcy counselors, sharing expertise and best practices to uphold service quality standards and enhance team capabilities.
Bilingual Customer Care Representative
GreenPath Financial Wellness
Farmington Hills, MI
01.2008 - 11.2008
- Efficiently routed 40 to 50 inbound calls daily from both prospective and existing clients to the appropriate service or department, optimizing customer service delivery.
- Maintained meticulous records of client information within the company database, ensuring data accuracy and confidentiality.
- Conducted comprehensive training sessions for newly hired customer care representatives, empowering them with the skills and knowledge needed to deliver exceptional service.
Club Excel Assistant Teacher
YWCA of Lansing
09.2003 - 06.2006
- Provided care for elementary school children before and after school
- Created and directed daily schedule of activities
- Resolved parent and student grievances cordially and in a prompt manner.
Insurance Agent Assistant
Allstate Insurance Agency
06.2001 - 08.2003
- Conducted cold calls to reach potential clients
- Mailed out information to interested parties
- Monitored and maintained client accounts and payments.
Education
Bachelor of Science - Agribusiness Management
Michigan State University
East Lansing, MISkills
- Staff Training
- Staff Development
- Document Management
- Communication
- Data entry proficiency
- Customer Service
- Data Analysis
- Billing statement review
- Team Collaboration
- Financial Management
- Regulatory Compliance
- Database Maintenance
Timeline
Utility Assistance Program Supervisor
Wayne Metropolitan Community Action Agency
06.2021 - Current
Direct Service Specialist
Wayne Metropolitan Community Action Agency
07.2017 - 06.2021
Certified Credit and Bankruptcy Counselor
GreenPath Financial Wellness
11.2008 - 02.2014
Bilingual Customer Care Representative
GreenPath Financial Wellness
01.2008 - 11.2008
Club Excel Assistant Teacher
YWCA of Lansing
09.2003 - 06.2006
Insurance Agent Assistant
Allstate Insurance Agency
06.2001 - 08.2003
Bachelor of Science - Agribusiness Management
Michigan State University