Karla Marie Rodríguez Rosario
Poinciana
Summary
Dedicated Case Manager with experience in managing complex caseloads and delivering comprehensive support to diverse client populations. Expertise in assessing client needs and crafting tailored action plans that foster positive outcomes and enhance overall well-being. Strong communication and problem-solving skills consistently applied in high-pressure environments, ensuring effective collaboration with clients and stakeholders. Committed to advocating for clients and facilitating access to essential resources for improved quality of life.
Overview
20
20
years of professional experience
1
1
Certification
Work History
HS-PRS Case Manager
Bethany Christian Services
05.2024 - Current
- Provide trauma-informed case management for unaccompanied immigrant children
- Conduct home visits, psychosocial assessments, and service planning
- Collaborate with legal, medical, and educational providers
- Maintain documentation in compliance with ORR standards
- Advocate for culturally appropriate resources
Office Supervisor / Front Desk Representative
Orlando Family Medical
01.2019 - 01.2021
- Managed front desk operations in a busy primary care clinic
- Verified insurance, processed payments, and scheduled appointments
- Promoted to Office Supervisor within one year
- Supervised 25+ staff across multiple departments
- Implemented workflow improvements reducing wait times by 30%
- Trained new hires on ECW and customer service protocols
Claims Analyst & Customer Service Representative
First Bank
01.2017 - 01.2019
- Provided bilingual support via phone and online platforms
- Investigated claims and resolved account discrepancies
- Ensured compliance with financial regulations
- Maintained a 98% customer satisfaction rating
PBX Operator / Reservations Assistant
Gran Meliá Hotel
01.2015 - 01.2017
- Operated multi-line phone systems and directed calls
- Assisted guests with reservations and concierge services
- Coordinated with internal departments for guest satisfaction
- Maintained detailed logs and reports
Office Team Lead / Call Center Representative
Liberty Cablevision
01.2006 - 01.2013
- Provided technical and billing support to customers
- Resolved service outages and account disputes
- Promoted to Team Lead for exceeding performance metrics
- Supervised a team of five representatives
- Led training sessions and quality assurance reviews
- Developed retention strategies improving satisfaction by 20%
Education
Pharmacy Technician Certificate -
Vocational School Ana Delia Flores
01.2016
Bachelor of Arts - Criminal Justice
Interamerican University of Puerto Rico
01.2006
Skills
- Certified Pharmacy Technician
- Languages: Fluent in Spanish and English
- Software Proficiency:
- - Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- - E-Clinical Works (ECW)
- - CRM & Call Center Platforms
- Professional Skills:
- - Case Management & Social Work
- - Patient Relations & Healthcare Administration
- - Team Leadership & Staff Supervision
- - Conflict Resolution & Crisis Intervention
- - Problem-solving
- Case management
- Organization and multitasking
Certification
Certified Pharmacy Technician with expertise in clinical operations, patient advocacy, and social work.
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
HS-PRS Case Manager
Bethany Christian Services
05.2024 - Current
Office Supervisor / Front Desk Representative
Orlando Family Medical
01.2019 - 01.2021
Claims Analyst & Customer Service Representative
First Bank
01.2017 - 01.2019
PBX Operator / Reservations Assistant
Gran Meliá Hotel
01.2015 - 01.2017
Office Team Lead / Call Center Representative
Liberty Cablevision
01.2006 - 01.2013
Bachelor of Arts - Criminal Justice
Interamerican University of Puerto Rico
Pharmacy Technician Certificate -
Vocational School Ana Delia Flores
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