KATY GUILLEN
Child Care Investigations
Houston,TX
Summary
Dynamic individual with hands-on experience in Child Care Investigations and a proven track record at the Department of Family and Protective Services, adept at decision-making and fostering collaboration. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Brings positive attitude, strong problem-solving skills, and proactive approach to new tasks. Committed to making meaningful contributions and advancing organizational goals.
Overview
15
15
years of professional experience
1
1
Language
Work History
Program Specialist VI
Department of Family and Protective Services
Houston, TX
08.2024 - Current
- Led a cohesive team of specialists in executing tasks according to established timelines and milestones, resulting in the timely resolution of 800 outstanding due process reviews.
- Spearheaded the creation of detailed reports, showcasing program successes and areas for improvement to senior leadership.
- Coordinated training sessions for staff, promoting a culture of skill development within the organization.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Designed and implemented monitoring and evaluation systems to track progress towards desired outcomes.
- Facilitated cross-functional team collaborations, fostering an environment of continuous improvement and innovation.
- Advised on policy development to improve state investigative standards and practices.
Appeals Due Process Specialist
Department of Family and Protective Services
Houston, TX
10.2023 - 08.2024
- Conducted regular and thorough administrative reviews of investigation findings, ensuring agency compliance with local, state, and federal laws.
- Assessed the quality of investigative work during administrative reviews to develop and implement strategies for enhancing quality of investigative practices.
- Assisted in establishing a robust system for data collection, storage, cleaning, and synthesizing for tracking and reporting on key performance indicators.
- Served as a subject matter expert for process-related inquiries, providing guidance to colleagues and external stakeholders when needed.
- Served as a subject matter expert for preponderance of evidence-related inquiries, providing guidance to colleagues when needed.
- Increased stakeholder satisfaction by providing prompt updates on case status and addressing concerns professionally.
Complex Investigation Analyst
Department of Family and Protective Services
Houston, TX
02.2023 - 10.2023
- Supported field investigators and supervisors in their assessment of risk and child safety throughout the investigative process.
- Provided analysis and consultations on complex, sensitive, or high-risk cases.
- Applied expert knowledge of legal guidelines, policies, and regulations to ensure compliance throughout the investigative process.
- Enhanced investigation disposition accuracy by providing guidance to field staff for meticulously gathering and analyzing evidence from various sources.
- Assisted Child Care Investigations in achieving desired outcomes through diligent research and presenting factual evidence supporting their claims or defense strategy.
- Developed comprehensive reports detailing findings and recommendations, facilitating informed decision-making by field staff.
- Leveraged exceptional organizational skills to handle multiple cases simultaneously, ensuring that all investigations received the necessary attention and resources for timely resolution.
- Testified in court during State Office Administrative Hearing proceedings.
Residential Child Care Supervisor
Department of Family and Protective Services
Houston, TX
12.2020 - 02.2023
- Oversaw daily operations of five investigators, ensuring smooth workflow and timely completion of tasks.
- Managed caseloads effectively while prioritizing urgent cases to meet deadlines without compromising thoroughness or attention to detail.
- Increased case resolution rates by employing sound investigative methodologies and leveraging resources efficiently.
- Conducted regular reviews of active investigations and identified areas for improvement to address prior to case closure.
- Identified trends and patterns in operation activities, allowing for proactive measures to be taken against future risks to child safety.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Facilitated change management effectively.
- Conducted regular performance evaluations of individual staff members and the unit as a whole, identifying areas of improvement and guiding professional development plans.
Residential Child Care Investigator
Department of Family and Protective Services
Houston, TX
05.2019 - 12.2020
- Ensured the safety of children under State care by assessing risk throughout investigations.
- Conducted investigations into allegations of abuse, neglect, or exploitation in residential and daycare settings, ensuring agency compliance with local, state, and federal laws.
- Managed a caseload averaging 12 cases per month.
- Collaborated with cross-functional teams to ensure child safety and assess risk to children in state care.
- Collected, analyzed and interpreted information, documentation, and physical evidence from various sources.
- Carefully documented statements, observations, and evidentiary materials.
- Documented findings and prepared detailed reports.
- Trained new investigators on best practices, ensuring a high standard of quality across all team members.
- Researched, interpreted, and applied local, State, and Federal laws to investigations.
Frozen Lead
Kroger
Houston, TX
08.2017 - 01.2019
- Reduced waste and out-of-stock occurrences in the frozen lead department by diligently monitoring inventory levels and adjusting orders accordingly.
- Optimized resource allocation by carefully analyzing demand forecasts and adjusting production plans as needed.
- Improved customer satisfaction with timely delivery of high-quality frozen lead products through diligent oversight of production schedules.
- Planned and executed promotions and special events in close collaboration with management.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team and across the district for increasing frozen grocery sales by 3-8%.
- Collaborated with vendors to optimize cross-merchandising opportunities and enhance overall store appearance.
- Established strong relationships with merchandise vendors to ensure optimal product positioning and increase sales.
Control Counter
Times Square Entertainment
Katy, TX
07.2012 - 05.2015
- Increased customer satisfaction by providing efficient and friendly service at the counter.
- Handled customer complaints professionally, resolving issues promptly and maintaining customer loyalty.
- Cross-trained in other departments as needed, demonstrating adaptability and commitment to the success of the team.
- Assisted in training of new staff on proper processes and procedures.
- Conducted daily cash counts, ensuring financial accuracy for business operations.
Teacher
Knowledge Beginnings
Katy, TX
04.2014 - 01.2015
- Developed strong relationships with children, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Maintained accurate records of children's progress and behavior to facilitate ongoing communication with parents.
- Designed and implemented age-appropriate curriculum.
- Ensured child safety through adherence of local, state, and federal rules and laws.
Claims Representative
GEICO
Katy, Texas
06.2013 - 01.2014
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Worked productively in a fast-moving work environment to process large volumes of claims.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Maintained up-to-date knowledge of regulatory changes, ensuring company compliance and minimizing legal risks.
- Processed and recorded new policies and claims.
- Achieved high levels of accuracy in claim assessment, minimizing company's exposure to risk.
Bookkeeper
Randalls
Katy, TX
07.2010 - 06.2012
- Managed accounts payable and receivable activities.
- Maintained and processed invoices, deposits, and money logs.
- Improved financial accuracy by reconciling accounts and identifying discrepancies in financial records.
- Maintained accurate records of all transactions, ensuring compliance with company policies and applicable regulations.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Met customer service goals and exceeded customer expectations.
- Processed customer orders and accurately handled payment transactions.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Trained new cashiers, enhancing team efficiency and accuracy in transactions.
- Learned duties for various positions and provided backup at key times.
- Resolved customer complaints with professionalism and empathy.
Education
Bachelor of Arts - Philosophy
University of Houston - Downtown
Houston, TX 05.2001 -
Skills
Analytical Reasoning
Data Analysis
MS office
Writing
Risk Assessment
Decision-making
Change management
Organizational skills
Communication
Customer Service
Leadership
Timeline
Program Specialist VI
Department of Family and Protective Services
08.2024 - Current
Appeals Due Process Specialist
Department of Family and Protective Services
10.2023 - 08.2024
Complex Investigation Analyst
Department of Family and Protective Services
02.2023 - 10.2023
Residential Child Care Supervisor
Department of Family and Protective Services
12.2020 - 02.2023
Residential Child Care Investigator
Department of Family and Protective Services
05.2019 - 12.2020
Frozen Lead
Kroger
08.2017 - 01.2019
Teacher
Knowledge Beginnings
04.2014 - 01.2015
Claims Representative
GEICO
06.2013 - 01.2014
Control Counter
Times Square Entertainment
07.2012 - 05.2015
Bookkeeper
Randalls
07.2010 - 06.2012
Bachelor of Arts - Philosophy
University of Houston - Downtown
05.2001 -
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