Melissa Nava-Laguna
Seattle,WA
Overview
6
6
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service Specialist II
Washington State Department of Labor & Industries
02.2023 - Current
- Handled complex, cross-agency customer problems, actions, work processes, and computer applications, as well as interpreting/translating and accurately applying knowledge of WA state laws RAC & WAC, regulations, policies, and processes in the resolution of inquiries, complaints and problems while maintaining appropriate confidentiality.
- Assisted customers in Spanish using technical knowledge of business services in applying for and purchasing electrical, plumber, boiler, elevator, asbestos, factory assembled structure (FAS), and specialty contractor licenses and certifications.
- Served as primary point of contact for Spanish-speaking clients, offering seamless service regardless of language preference.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives; created Resource List for businesses and workers, if L&I could not serve them.
- Resolved escalated issues through effective problem-solving skills, resulting in satisfied customers and reduced complaints.
- Responded to customer calls and emails to answer questions about legislature and services.
- Collaborated with cross-functional teams and programs on QA projects, ensuring to capture value for all stakeholders; Development Job assignment with Insurance Department.
- Assisted in development of new bilingual onboarding process, enhancing orientation experience for Spanish-speaking employees.
CSE Community Advocate
Aurora Commons
01.2022 - 08.2022
- Implement trauma-informed, strengths-based, and person-centered case management for program participants; with Caseload size of 16-25 individuals facing Dual-diagnosis health complications
- Specialized in working with individuals engaging in survival sex; CSEC victim advocate
- Manage intake, create individualized goal plans, and maintain progress notes for each client, while also becoming familiar with resources and community services to meet Needs of participants
- Collaborated with agencies in social service system to provide network of client services, as well as advocate on behalf of clients within government organizations and community services to increase opportunities for success.
- Identified community organizations and leaders to establish and nurture relationships to help build awareness and win reforms for public.
- Managed budgets for multiple projects, ensuring efficient allocation of resources.
- Coordinated with local government to provide resources to clients.
Program Manager for San Diego Latino Health Coalition
The Chicano Federation
09.2020 - 12.2022
- Provided general management oversight for coalition activities and associated projects; grant development, submission, and management; state and national reporting; and technical assistance to local/regional coalitions and partnerships that focused on COVID-19.
- Developed and implemented strategies that led to long-term involvement of community based organizations, Promotoras/Community Health Works within San Diego County.
- In charge of producing, coordinating, and facilitating food distribution programs, diaper programs, clothing programs, and case management services to families, while following and enforcing all CDC guidelines and regulations
- Built teams to address project goals and objectives for multiple projects and collaborated closely with health department administrators, legislators, heads of health plans, hospitals, physicians' health organizations, related businesses, academic institutions and community-based organizations to promote coalition's mission and goals.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Participated in pilot tests for San Diego county and revised programs based on feedback and results during vaccination roll out.
Program Coordinator
Mental Health Systems, Inc.
01.2019 - 05.2020
- Completed certification for Sexual Health Educator
- Partnered with various schools, individual teachers, and social workers in developing and presenting sexual health curriculum for youth in high school.
- Created live and recorded presentations during COVID-19 via Microsoft Teams. Scheduled and monitored programming to air content as planned.
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Tracked and reported expenses accurately to manage program budgets.
- Created comprehensive reports on program progress, presenting findings to school district and other stakeholders and adjusting strategies as needed.
Substance Abuse Counselor
Mental Health Systems, Inc.
09.2017 - 01.2019
- Established trusting relationships with clients, creating open dialogue about their experiences and challenges related to substance abuse.
- Facilitated group and individual therapy in outpatient setting.
- Completed required documentation for continued therapy coverage by insurance companies to meet deadlines.
- Facilitated family involvement in recovery process, providing education on addiction dynamics and supporting healthy communication skills among family members.
- Collaborated with employment specialists to support clients in their job search and workforce reintegration goals.
- Collaborated with multidisciplinary teams to develop comprehensive care plans, ensuring continuity of care for clients.
- Assisted clients in navigating insurance processes related to their treatment coverage options, reducing barriers to accessing care.
- Provided crisis intervention services when necessary, de escalating situations and connecting clients with appropriate resources.
Education
MBA - Business Administration
Boston University
Boston, MA05.2026
Bachelor of Science - Sociology
Northern Arizona University
Flagstaff, AZ06.2017
Skills
- Customer Relations & Customer Service
- Process Improvement
- Translation and Interpretation Services
- Teamwork and Cross-Functional Collaboration
- Scheduling proficiency
- Data Collection and Information Security
- Issue and Complaint Resolution
- Training development aptitude
- State program development
- Lean Six Competencies - Current Yellow Belt
Certification
- Certified S.H.E., California Prevention Training Center, 2020
- CADC - Licensed Substance Use Disorder Counselor, Addiction Counselor Certification Board of California, 2018
Timeline
Bilingual Customer Service Specialist II
Washington State Department of Labor & Industries
02.2023 - Current
CSE Community Advocate
Aurora Commons
01.2022 - 08.2022
Program Manager for San Diego Latino Health Coalition
The Chicano Federation
09.2020 - 12.2022
Program Coordinator
Mental Health Systems, Inc.
01.2019 - 05.2020
Substance Abuse Counselor
Mental Health Systems, Inc.
09.2017 - 01.2019
MBA - Business Administration
Boston University
Bachelor of Science - Sociology
Northern Arizona University
- Certified S.H.E., California Prevention Training Center, 2020
- CADC - Licensed Substance Use Disorder Counselor, Addiction Counselor Certification Board of California, 2018
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