Julissa Lagos Urbina
Fitchburg,MA
Summary
Familiar with following security standards, advocating for clients. resources and utilizing relationship-focused approaches to maximize satisfaction. Personable, amiable and open communication style paired with excellent interpersonal, critical thinking and problem-solving skills. Capable of accurately and efficiently updating logs and reports.
Highly energetic, goal-oriented and diligent in planning activities and DE-escalating conflicts. Seeking a dynamic, growth-oriented position on a progressive environment. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Personable and dedicated Customer Service Representative with extensive experience in manufacturing industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Bilingual Customer Service Representative quickly and effectively resolves complaints and issues. Well-trained and composed in fast phased work environment
Overview
6
6
years of professional experience
Work History
Residential Skills Counselor Supervisor
LUK Inc.
Fitchburg, Massachusetts
08.2019 - 05.2021
- Led meetings every week to receive clients concerns and educate on changes to policies and procedures.
- Interfaced with residents to address and resolve complaints or concerns
- Completed daily clients welfare checks and coordinated with facility staff to ensure clients needs were met.
- Responded to crisis situations quickly to maintain calm and immediately determine level of assistance needed.
- Conducted rounds of rooms and building to check on compliance and safety issues, including unlocked windows, propped open doors or windows
- Conducted weekly meetings with directors and assessed and advocated resident needs; recommended solutions and strategies to improve clients care and satisfaction.
- Fostered relationships with clients, and worked with new residents to optimize acclimation and ease transition to new living environment.
- Developed and deepened relationships with clients and fellow staff.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Recommended improved life choices to enhance client outcomes.
- Conferred with program manager to understand and meet diverse needs, providing frequent feedback on front-line operations and recommending improvement strategies.
- Answered questions and responded to inquiries to deliver high level of service to clients.
- Discussed available program services with potential participants and outlined procedures to facilitate smooth engagement in program processes.
- Maintained thorough and accurate records outlining program operations and participant progress.
- Managed clients money to make sure they are spending it wisely
- Kept daily records of clients activities and reported changes to my higher ups
- Worked with therapeutic teams to facilitate counseling and group discussions for juveniles.
- Communicated with patients with compassion while keeping medical information private.
- Facilitated peer-to-peer conflict resolution.
- Participated in weekly meetings with department heads to discuss census information, admissions and discharges for residents.
Home Health Aide,Homemaker
Connected home care
Burlington , MA
8 2018 - 10 2018
- Maintained a clean and well-organized environment to promote client happiness and safety.
- Mopped floors, vacuumed, washed dishes and performed an array of other household chores to assist clients.
- Ensured clients’ well-being, safety and comfort in adherence with physicians’ orders.
- Assisted elderly clients with personal hygiene and other daily activities, including bathing, dressing and incontinence care.
- Monitored clients' progress to report necessary changes.
- Developed strong and trusting rapport with each client to facilitate best care possible.
- Completed data entries in charts and log books to document clients' progress with accuracy.
- Worked to improve patient outlook and daily living through compassionate care.
- Communicated extensively with patients to provide assistance, support and instructions.
- Worked as part of team to ensure proper care and safety of patient.
Shelter Case Manager
Making Opportunity Count
Fitch, MA
08.2023 - 06.2024
- Coordinated client services and resources to address individual needs effectively.
- Developed personalized service plans to support client progress and independence.
- Facilitated communication between clients, families, and service providers for seamless support.
- Maintained accurate documentation of client interactions and case updates regularly.
- Collaborated with community organizations to enhance service offerings for clients.
- Educated clients on available resources and programs to foster self-sufficiency.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Maintained accurate case records and documentation according to agency guidelines.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Adhered to ethical principles and standards to protect clients' confidential information.
- Compiled reports on cases and submitted them to supervisors as required.
Assistant Manager of Shelter Case Manager
Making Opportunity Count
Fitchburg, Massachusetts
06.2024 - 07.2024
- Assisted in managing daily operations of community programs and services.
- Developed training materials to onboard new team members effectively.
- Monitored program activities to ensure compliance with organizational standards.
- Organized events and workshops to promote resources available to clients.
- Maintained records and reports for tracking program progress and needs assessment.
- Supervised daily operations including scheduling shifts, assigning duties.
- Monitored employee attendance records, timekeeping, and payroll information.
- Ensured compliance with safety regulations and company policies.
- Resolved conflicts between team members in an effective manner.
- Collaborated with management on developing strategic plans for achieving business goals.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Supported intake processes by gathering necessary information from new clients.
- Engaged with clients to assess needs and connect them with available resources.
- Developed and maintained relationships with local service providers for referrals.
- Facilitated recreational activities for children living at the shelter.
- Provided guidance and support to residents during their stay at the shelter.
- Conducted regular facility inspections to ensure safety standards were met.
- Participated in trainings related to best practices for working with homeless populations.
- Assisted in resolving conflicts between residents when necessary.
- Advised residents on available community resources such as housing options, employment opportunities.
- Organized and managed client files, ensuring all documentation was up-to-date and accurate.
- Assisted with intake process, including interviewing clients and collecting relevant information.
- Created monthly reports detailing occupancy rates, program participation levels.
- Tracked donations received from external sources and updated records accordingly.
- Responded promptly to resident inquiries or complaints regarding services provided by the shelter staff.
- Attended meetings related to homeless advocacy initiatives or policy changes.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Maintained accurate records and documented client data in company databases.
- Made referrals to utilize community resources for client needs.
- Monitored client progress and updated case files accordingly.
Homeless Shelter Manager
Making Opportunity Count
Fitchburg, Massachusetts
07.2024 - Current
- Managed daily operations of shelter, ensuring a safe environment for residents.
- Coordinated meal services and collaborated with local food banks for supplies.
- Oversaw intake processes, assessing needs and connecting clients to resources.
- Developed and implemented schedules for staff and volunteer assignments.
- Maintained accurate records of resident information and service utilization.
- Engaged with community partners to enhance support services offered at shelter.
- Trained new staff on shelter policies and emergency procedures for safety compliance.
- Developed and implemented policies and procedures for homeless shelter operations.
- Coordinated with local organizations to develop community partnerships that provided additional resources for clients.
- Managed the day-to-day operations of the shelter, including staffing,and client services.
- Supervised a team of case managers responsible for providing comprehensive case management services to clients.
- Facilitated communication between staff members and clients regarding rules and regulations governing behavior in the facility.
- Monitored inventory levels of food, clothing, toiletries, and medical supplies, ensuring that adequate stock is available at all times.
- Ensured compliance with state and federal regulations regarding safety and health standards at the facility.
- Established and maintained relationships to meet community needs and avoid service duplication.
- Recruited, interviewed, and hired volunteers and staff.
- Prepared and maintained budgets, personnel records or training manuals.
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
- Spoke to community groups to explain and interpret purposes, programs, and policies.
Education
GED - undefined
GED - G.E.D
alternate school
certification - nurse assistance/Home Health Aid
american red cross
certification - phlebotomy
american red cross
MAP CERTIFICATION - MAP
Map
MASSACHUSETTSCPI,CPR - CPI, CPR
LUK INC
Fitchburg, MA08.2019
Skills
- Bilingual written and spoken (Spanish and English)
- Strong work ethic
- Agile
- Physically strong
- Organize
- Clean
- Able to function in a fast phase environment
- Budgeting
- Training
- Strategic planning
- Conflict resolution
- Time management
- Staff supervision
- Documentation
- Recordkeeping
- Scheduling
- Team building
- Records maintenance
- Patient safety
Timeline
Homeless Shelter Manager
Making Opportunity Count
07.2024 - Current
Assistant Manager of Shelter Case Manager
Making Opportunity Count
06.2024 - 07.2024
Shelter Case Manager
Making Opportunity Count
08.2023 - 06.2024
Residential Skills Counselor Supervisor
LUK Inc.
08.2019 - 05.2021
Home Health Aide,Homemaker
Connected home care
8 2018 - 10 2018
GED - undefined
GED - G.E.D
alternate school
certification - nurse assistance/Home Health Aid
american red cross
certification - phlebotomy
american red cross
MAP CERTIFICATION - MAP
Map
CPI,CPR - CPI, CPR
LUK INC
Similar Profiles
Raissa KitengeRaissa Kitenge
Data Reporting Administrator at LUK Inc.Data Reporting Administrator at LUK Inc.
Asa OywechAsa Oywech
PhotoVoice Youth Leader at LUK Inc.PhotoVoice Youth Leader at LUK Inc.
Alyssa CorriganAlyssa Corrigan
Mentor Specialist at LUK Inc.Mentor Specialist at LUK Inc.
Oliver WilliamsOliver Williams
Technical Support Manager at Continental ResourcesTechnical Support Manager at Continental Resources
Kayra RiveraKayra Rivera
PCA at Tempus UnlimitedPCA at Tempus Unlimited