Jessica Gutierrez Verduzco
Peoria,AZ
Summary
To obtain a position of responsibilities that utilizes skills and experiences learned; keen to work in an environment where can develop new skills and share new knowledge while interacting with others.
Overview
17
17
years of professional experience
Work History
Resident Services Portfolio Manager and Benefits Coordinator
Rainbow Housing Assistance Corporation
04.2021 - Current
- Provide in detail the mission of the organization and provide local services and resources which may assist residents in achieving their life’s opportunities objectives.
- Provide oversight, mentorship, and organizational leadership to an assigned team of resident Services Coordinators (RSC).
- Work in Collaboration with a designated Leadership Team to ensure organizational objectives, goals, and the integrity of the organization are met.
- Researched best practices and developed strategies to improve program outcomes.
- Provide supportive linkage between residents and referral agencies when residents or agencies request assistance.
- Work with the property management team to identify residents in jeopardy of eviction and offer support to the resident to rectify the situation positively and quickly.
- Support the management team in organizing events and social activities based on the community needs which help them enhance the quality of their lives, empower them, and encourage them in taking steps to achieve self-sufficiency.
- Manage 20-50 virtual and onsite events yearly for the community.
- Independently manage groups of up to 40 people during onsite events.
- Walking communities and door-knocking at the homes of residents to enhance participation and build awareness of programs and services.
- Assisting residents with understanding and enrolling in dental, vision, medical, and other insurance benefit programs.
- Overseeing the benefit enrollment process.
Call Center Manager
Rainbow Housing Assistance Corporation
05.2020 - 04.2021
- growthResponsible for training, coaching, and leading call center staff as they outreach residents.
- Overseeing a team between 4–7 person department, providing customer service to 250,000 calls annually.
- Provided real-time coaching, guidance and feedback to Outreach agents to achieve development goals.
- Analyze call center data and prepare reports for upper management.
- First manager in starting and leading grow,th in new improvements like Phone Burner, highly customizable software that increases outbound calls.
- Ensure compliance with regulatory agency guidelines and standards, prepared, and delivered team performance reviews.
- Led daily team meetings to review performance, set targets and motivate staff.
Call Center and Benefits Coordinator
Rainbow Housing Assistance Corporation
08.2018 - 05.2020
- Managed between 100-300 inbound and outbound calls in a timely manner.
- Follow communication “scripts” when handling various topics.
- Identify customers’ needs, clarify information, research every issue, and provide resources/solutions and/ or alternatives.
- E-mail resident opportunity reviews and pertinent information to the responsible Resident Service Coordinator for follow-up.
- E-mail/text resources to Hispanohablantes and follow up.
- Compile and maintain data for accurate monthly and bimonthly reporting.
- Compile and maintain data for accurate entry into the online company portal.
Instructional Assistant
Simpson Middle School, Alhambra School District
09.2016 - 08.2018
- Helped supervise students from 4th-8th graders, keeping them focused and prepared.
- Assisted the teacher(s) in preparing materials, teaching aids, bulletin boards, and equipment for the direct instructional activity, including locating, copying, collating, distributing, and/or grouping materials supporting instructional activities planned by the teacher.
- Helped grade assignments and enter them into grading book.
- Provided support during classes, group lessons, and classroom activities.
- Collaborated with other instructional assistants and teachers to provide comprehensive support to students and deliver instruction aligned with curriculum standards.
- Provided support to help students with special needs learn and grow.
- Supported English Language Learners (ELLs) to deliver high-quality education for students learning English.
- Handled class records for attendance, assignment grades and course participation scores.
Class Aide
First United Methodist Weekday School
04.2015 - 09.2016
- Supervised and monitored children ages 0-5 year olds
- Assisted Lead Teacher with ensuring a safe and secure physical environment for the preschool, assisted with daily clean-up and organization of rooms and supplies.
- Assisted teachers with classroom management and document coordination to maintain a positive learning environment.
- Assisted Lead Teacher with Implementing curriculum activities for school readiness, playground supervision, bathroom monitoring, opening lunches, and leading daily opening activities.
- Maintained positive communication skills for effective interactions with the children, their parents, and co-workers.
- Took part in professional development workshops to boost skills.a
Head Start Monitor Floater
Westwood Elementary School, Alhambra School District
09.2014 - 04.2015
- Provided optimal care and academic support to a group of 20 students, ages 4-5.
- Participated in classroom staff meetings to consult on program planning, goal setting, and implementation, planning for individual children, and discussing the program and working conditions.
- Worked with teachers to ensure the organization of free play corresponds to scheduled structured activities.
- Maintained positive relationships with parents, teachers, and students by treating everyone with dignity and respect.
- Respected the privacy of children by not discussing children or their families in front of other children.
- Included children in conversation with parents when the child is present and being discussed.
- Use a confident, firm tone of voice in handling behavioral problems, not a shrill or angry voice.
Parent Volunteer Coordinator
Simpson Middle School, Alhambra School District
04.2013 - 09.2014
- Planned, organized, and directed the work of volunteer programs, meetings, and events.
- Assisted with the interviewing, placing, training, and supervision of volunteers in the classroom.
- Conducted a major part of the recruitment of school volunteers provide handouts for the meeting with job descriptions and tips on volunteering.
- Review procedure books and other materials such as school policies and requirements for volunteers.
- Engaged in other activities as may be requested by the school principal, for example: making copies, laminating, filing files, etc.
- Provided publicity for the community about the program through district communication and principal’s newsletters.
Cashier
Pepe’s Taco Villa
06.2006 - 04.2013
- Greeted 50+ daily customers entering store and responded promptly to customer needs
- Built relationships with customers to encourage repeat business
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Learned duties for various positions and provided backup at key times.
- Maintained current knowledge of store promotions and highlighted sales to customers.
Education
Associates of Occupational - Medical Specialties
College America - Phoenix
Phoenix, AZ05.2017
Associate of Occupational Studies - General Classes
Maricopa Community Colleges - Paradise Valley Community College
Phoenix, AZ05.2007
Skills
- Fluent in Spanish
- Adapt to accomplishing multiple tasks simultaneously: work under pressure
- Acquire skills quickly and successfully take on new challenges
- Knowledge and ability to communicate in person and by phone
- Knowledge in Apple and Windows operating systems
- Knowledge in software and programs: Microsoft Word, Microsoft Excel, PowerPoint, Apple’s Pages, and Numbers
- Apricot CRS
- Phone Dialer Software: PhoneBurner
- Experience in customer service and support roles
Timeline
Resident Services Portfolio Manager and Benefits Coordinator
Rainbow Housing Assistance Corporation
04.2021 - Current
Call Center Manager
Rainbow Housing Assistance Corporation
05.2020 - 04.2021
Call Center and Benefits Coordinator
Rainbow Housing Assistance Corporation
08.2018 - 05.2020
Instructional Assistant
Simpson Middle School, Alhambra School District
09.2016 - 08.2018
Class Aide
First United Methodist Weekday School
04.2015 - 09.2016
Head Start Monitor Floater
Westwood Elementary School, Alhambra School District
09.2014 - 04.2015
Parent Volunteer Coordinator
Simpson Middle School, Alhambra School District
04.2013 - 09.2014
Cashier
Pepe’s Taco Villa
06.2006 - 04.2013
Associates of Occupational - Medical Specialties
College America - Phoenix
Associate of Occupational Studies - General Classes
Maricopa Community Colleges - Paradise Valley Community College
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