Karina Alcala

• Eligibility specialist
• Experience with various systems such as WIC Wise, Microsoft Office, Microsoft teams, Microsoft Excel and Peer counselor data base
• Measure Adult and Children's Hemoglobin / Height and Weight
• Scan and upload prescription documents for special formulas
• Analyzed clients' eating habits, outlined areas for improvement and develop goals
• Provide resources for housing, local food banks and child care
• Review with new clients EBT WIC card use
• Familiar with WIC card shopping transaction issues with vendors
• Assist and inform mothers on how to order electric breast pumps through Medi-cal Affordable Care Act
• Provide Breastfeeding education and information classes
• Assist with interpreting for Spanish speaking clients with the Lactation Consultant for home visits, in person and by phone
• Coordinates travel arrangements and scheduling in-person home visits for Lactation consultant
• Familiar with submitting mileage and travel reimbursements
• Monitor and conduct follow ups for Peer counseling case load of 30 participants
• Train new staff on WIC Wise system
• Peer mentor trainer conduct observations and provide feed back to supervisor
• Provide Customer service Via Email, Phone, or In-person regarding transaction disputes while following guidelines
• Create and manage customer service tickets for support and rescheduling assistance in a timely manner
• Monitor Voicemails for entire CRP WIC agency of 7 offices and perform call backs or assign to other staff to ensure a positive customer experience in a timely manner
• Monitor CRP WIC emails inquiries, scheduling call backs, submitting tickets for account issues while communicating through email and maintaining costumer confidentiality
• Actively participate in staff meetings both In-person or Zoom and provide constructive feed back
• Request and complete inventory orders

• Call center representative Tier 1 support
• Familiar with various programs Microsoft Office, Microsoft word, Microsoft Excel and Apple Inc, system
• Create and manage ticket escalation to tier 2 and 3 for additional support
• Document detailed customer concerns and issues while using correct grammar and punctuation
• Adhere to performable standards and quick turn around times
• Maintain confidentiality for all clients and company information
• Offered support Via phone and Screen sharing program
• Conducted software diagnostics
• Offered technical support for all IOS products such as iphones, ipads , apple watches and apple tvs
• Evaluated user problems using test scripts, personal expertise and probing questions

Sacramento Ca , 95823 4500 Florin rd (916)422-8325

• Learned to work Quickly and efficiently while still keeping workplace clean at all times
• Created individual cake orders and was given creative freedom to design and decorate cakes
• Followed strict health and safety regulations
• Provided customer service by greeting assisting customers and responding to customer inquires and complaints
• Supervised a team of four employees and provided performance evaluations
• Assisted with displaying marketing templates
• Managed opening and closing of the store
• Responsible for all daily cash intake and balancing register
• Responsible for maintaining product, supplies and inventory