Karely Pérez
Brownsville,TX
Summary
Compassionate and driven professional with over 10 years of experience in child welfare, case management, and customer service. Demonstrated expertise in team leadership, compliance with federal regulations, and providing empathetic support to vulnerable populations. Highly skilled in coordinating logistics, developing efficient schedules, and implementing safety protocols to enhance service delivery. Committed to fostering positive outcomes through strategic planning and compassionate care.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Reunification Transport Supervisor
Hands of Healing
09.2023 - Current
- As Reunification Transport Supervisor, I oversee the safe and compliant transportation of Unaccompanied Children (UC) in accordance with ORR (Office of Refugee Resettlement) policies and city regulations. I coordinate closely with Lead Case Manager and Assistant lead to manage trip schedules, route planning, and discharge timelines, ensuring children are transported to their sponsors within federally mandated timeframes. I develop emergency procedures and protocols for evacuations and outings, maintaining readiness for all scenarios. My role includes supervising staff schedules, ensuring vehicle compliance, and upholding the highest standards of safety and care throughout the reunification process.
Shift Leader
Hands of Healing
06.2023 - 09.2023
- In this position, I oversaw the daily operations of the shelter, ensuring safety, order, and compliance with program regulations. I was accountable for all documentation, which included population reports, incident logs, and shift records. I made certain that all children received appropriate intake, meals, and services, and I organized visits from external service providers. Additionally, I managed team schedules, coordinated treatment meetings, and monitored the performance of Direct Care Workers to guarantee that minors were consistently supervised with care and respect
Direct Care Worker
Compass Connections (Previously BCFS)
05.2022 - 04.2023
- As a Direct Care Worker at Compass Connections, I was responsible for assisting with the complete intake process for unaccompanied minors, including initial assessments, documentation review, and health screenings, while ensuring all data was entered accurately and in compliance with federal and state regulations. In a structured residential environment, I provided daily supervision and care, promoting safety, emotional well-being, and positive behavior. I maintained detailed records on each minor’s behavior, progress, and incidents in accordance with ORR and UAC program standards. Additionally, I guided youth through program orientation, daily routines, and conflict resolution, while actively collaborating with a multidisciplinary team to support each child’s overall development and well-being.
Unit Leader
Krucial Staffing
05.2021 - 03.2022
- As a Unit Leader, I supervised a team of Direct Care Workers and coordinated daily schedules and activities for the youth in care. I ensured all documentation, including incident reports and daily logs, was completed accurately and in compliance with organizational standards. My role involved maintaining a safe and structured environment, monitoring youth behavior, and ensuring that all activities adhered to BCFS protocols and regulatory guidelines. I also served as a point of contact for staff during shifts, providing support, direction, and promoting teamwork to ensure high-quality care for all minors.
Direct Care Worker
Krucial Staffing
03.2021 - 05.2021
- In my role as a Direct Care Worker at Krucial, I delivered direct care services to youth, ensuring continuous supervision while adhering to state and federal supervision ratio requirements. I assisted minors with their daily needs, including clothing distribution, managing personal belongings, providing laundry services, and promoting their overall well-being. Additionally, I facilitated transitions between various activities and locations, contributing to a structured and safe environment. My duties encompassed observing and documenting behavioral patterns, as well as submitting necessary logs such as elevated supervision forms, close observation reports, food logs, sleep logs, and incident reports. I maintained consistent communication regarding the children’s needs and progress with management, thereby supporting individualized care and ensuring compliance with regulations.
CSR Bilingual
Maximus Federal Services
10.2014 - 03.2021
- As a Bilingual Customer Service Representative at Maximus Federal Services, I provided high-quality support in both English and Spanish across various federal programs, including DMCS (Default Management Collection System), FEMA, Veterans Affairs, and the Affordable Care Act (Obamacare). I handled complex inquiries related to disaster relief, healthcare, veteran benefits, and student loan collections, ensuring full compliance with federal regulations and privacy standards. I resolved billing discrepancies, researched and updated customer accounts, and clearly communicated solutions to a diverse consumer base. I also facilitated applications and verified eligibility for government services, guiding callers through required documentation and processes. In a high-volume environment, I consistently met performance metrics, managed case tracking using CRM tools, and effectively de-escalated issues to maintain customer satisfaction. As a bilingual representative, I served as a cultural bridge, ensuring Spanish-speaking consumers had equal access to information and support.
Sales Associate
New Threads
08.2012 - 02.2013
- As a Sales Associate at New Threads, I provided excellent customer service by assisting shoppers, offering product recommendations, and advising them on purchases to enhance their shopping experience. I was responsible for merchandising and promotional displays, ensuring products were attractively presented to drive sales. My duties also included managing inventory—ordering, organizing, and restocking merchandise as needed. I played an active role in meeting daily sales targets and supporting overall store performance by working collaboratively with team members and maintaining a positive, sales-driven environment.
Sales Associate
Burlington Coat Factory
10.2011 - 01.2012
- As a Sales Associate and Cashier at Burlington Coat Factory I assisted customers with purchases at the register, handled cash and card transactions accurately, and supported the store’s daily sales goals. I arranged merchandise with appealing displays and signage to promote sales and reduce overstock inventory. In addition to providing excellent customer service on the sales floor, I actively encouraged customers to apply for store credit cards, contributing to the achievement of credit card enrollment goals. I collaborated with teammates and coordinated with other departments to ensure a smooth, customer-focused shopping experience. My role also involved building positive relationships with peers and management to support overall store performance.
Team Leader
Summer Camp
06.2011 - 08.2011
- As a Team Leader at Summer Camp, I was responsible for overseeing camp activities, ensuring the safety and engagement of campers, and facilitating team-building exercises. I coordinated with other camp leaders to plan and execute daily schedules, ensuring a fun and educational experience for all participants.
Education
Associate of Arts - Criminal Justice
Texas Southmost College
Brownsville, TX12-2025
Diploma - undefined
Lopez High School
Brownsville, TX01.2010
Skills
- Bilingual (English and Spanish)
- Staff training & development
- Performance management & evaluations
- Computer Literate & Quick Learner
- Leadership & Supervisory Skills
- Effective Time Management
- High-Pressure Performance
- Policy Compliance & Enforcement
- CPR/CPI Certified
- Multitasking Abilities
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Google Workspace (Docs, Sheets, Drive)
- Data entry & record keeping
- Scheduling & calendar management
- Database management
- Filing systems (digital & physical)
Certification
CPI and CPR
- Certified in CPI (Crisis Prevention Intervention)
- Certified in CPR & First Aid (American Red Cross)
- Experienced in emergency response and safety protocol
Languages
Bilingual – English and Spanish
Timeline
Reunification Transport Supervisor
Hands of Healing
09.2023 - Current
Shift Leader
Hands of Healing
06.2023 - 09.2023
Direct Care Worker
Compass Connections (Previously BCFS)
05.2022 - 04.2023
Unit Leader
Krucial Staffing
05.2021 - 03.2022
Direct Care Worker
Krucial Staffing
03.2021 - 05.2021
CSR Bilingual
Maximus Federal Services
10.2014 - 03.2021
Sales Associate
New Threads
08.2012 - 02.2013
Sales Associate
Burlington Coat Factory
10.2011 - 01.2012
Team Leader
Summer Camp
06.2011 - 08.2011
Diploma - undefined
Lopez High School
Associate of Arts - Criminal Justice
Texas Southmost College
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