Katismary Perez Valencia
Gulfport,FL
Summary
Compassionate Case Manager with substantial background in Costumer Service and providing support to vulnerable populations. Skills include crisis management, care coordination, and advocacy for clients' rights and needs. Demonstrated ability to establish trust with clients while effectively managing high caseloads. Notable impact on improving client well-being through personalized Service plans and resource allocation.
Overview
9
9
years of professional experience
Work History
Refugee Case Manager
Gulf Coast JFCS
Clearwater, Florida
09.2023 - Current
- Implemented strategies to provide comprehensive support for clients.
- Created and maintained client records, tracking progress towards goals.
- Assisted with the coordination of care between providers, families, and other community resources.
- Conducted home visits to assess individual needs and provide support services.
- Developed strategies to help clients improve their quality of life in areas such as housing, employment, education and access to health care services.
- Maintained accurate documentation of all activities related to client cases.
- Monitored client progress towards goals set by case managers or social workers.
- Provided emotional support and guidance to clients facing difficult situations.
- Acted as a liaison between multiple agencies providing assistance to clients.
- Assessed client eligibility for government benefits, such as Medicaid or Food Stamp Assistance.
- Organized transportation for clients who lacked access to public transportation or private vehicles.
- Attended workshops and seminars related to case management practices.
- Discussed client advocacy and referral services, supporting families with education and resources.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Maintained up-to-date case records with case activity status.
- Linked clients with social services, health care providers and governmental agencies to help claim or reclaim individual autonomy.
- Assisted clients in setting realistic goals and developing action plans.
- Educated clients and their families about their rights and available community resources.
- Established and maintained relationships to meet community needs and avoid service duplication.
Administrative & Programs Coordinator
Gulf Coast JFCS
Clearwater, FL
06.2022 - 09.2023
- Oversaw office inventory to ensure consistent supply levels.
- Ensured timely deadline adherence through coordination with executive team.
- Organized meetings between executives, outside vendors, or clients.
- Facilitated recruitment by managing scheduling and references.
- Oversaw and facilitated training sessions on procedures for new employees.
- Organized and planned events to meet program objectives.
- Provided comprehensive answers to participant inquiries.
- Ensured records are current and accurate.
- Organized transportation solutions for clients' appointment schedules.
- Contributed to lodging arrangements for newcomers.
- Supported program with case manager duties, including accompanying clients to appointments.
- Assist in executing special projects.
Patient Care Coordinator
Access2care Non-Emergency Medical Transportation
Clearwater, FL
04.2016 - 06.2020
- Elevated customer satisfaction through expert problem resolution.
- Helped establish quality assurance benchmarks for customer service operations.
- Assisted customers with various service needs through calls and emails.
- Worked with different departments to address challenging customer concerns promptly.
- Handled client questions with immediate attention.
- Led initiatives to educate new staff on guidelines.
- Oversaw appointment scheduling.
- Created detailed reports on call resolution times.
- Handled customer questions and provided effective resolutions.
- Collaborated with customers to address issues effectively.
- Facilitated resolution of complex customer concerns and application of specific solutions.
- Ensured accurate logging of dispatches and specific requirements.
Education
GED -
Beyond Institute & Career Center
Kissimmee, FL03-2018
High School Diploma -
Kapellen Hauptschule
Augsburg, GermanySkills
- Great communication skills
- Ability to work under pressure, with excellent decision-making abilities
- Management skills, self-motivation, conflict resolution skills, and adaptability; Scheduler: strong leadership skills, and extensive experience managing a team
- Strategic Problem Resolution
- A drive to succeed, motivated by the ability to meet deadlines, and ensure financial goals are achieved
- Excellent written and verbal communication skills
- Effective Communication
- Active Listening Skills
- Over 10 years of customer service experience, and over 6 years of experience in a fast-paced call center with heavy call volumes on a daily basis
- Excellent communication skills, and excellent customer service skills
- Skilled in data entry and multitasking
- Experienced in Medical Vocabulary
- Proficient in MS Word, Excel, and PowerPoint
Languages
English
Professional
Spanish
Native/ Bilingual
German
Full Professional
Timeline
Refugee Case Manager
Gulf Coast JFCS
09.2023 - Current
Administrative & Programs Coordinator
Gulf Coast JFCS
06.2022 - 09.2023
Patient Care Coordinator
Access2care Non-Emergency Medical Transportation
04.2016 - 06.2020
GED -
Beyond Institute & Career Center
High School Diploma -
Kapellen Hauptschule
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