Kelly Valdez
Wilcox,PA
Summary
Caring and skilled Advocate passionate about positively impacting programs and helping participants by providing expert support. Familiar with disability rights laws and history, Fair Housing Act, Individuals with Disabilities Education Act and more. Former ICC Certified Accessibility Inspector and Plans Examiner. Always looking for ways to effect positive systems change to support inclusion and independence. Well-organized and resourceful with detail-oriented and conscientious approach.
Overview
24
24
years of professional experience
Work History
Home Care Aide
Mary Ann Smith
Wilcox , PA
08.2017 - 01.2021
- Coordinated services with Adult Day Program, healthcare providers, insurance companies and other agencies
- Assisted client with handling daily chores and errands by transporting to appointments, cleaning personal spaces and purchasing supplies.
- Developed rapport to create safe and trusting environment for care
Customer Service Rep
Sitel
09.2015 - 03.2017
- CSR on inbound campaigns for Aon Hewitt.
- Managed over 45 calls per shift.
- Assisted customers to access and understand insurance reimbursement accounts, returning an average of $900 in out-of-pocket costs back into customers bank accounts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Postmaster Relief/Postal Services
Post Office USPS
Sinnamahoning, PA
01.2013 - 10.2016
- Managed daily operations of two-employee post office.
- Prepared bank deposits and daily financial reports
AppleCare Advisor
Kelly Connect
Troy, MI
04.2015 - 03.2016
- T1 iOS, Mac +, T2 iOS inbound technical service
- Utilized Apple proprietary diagnostic tools to identify and solve variety of technical issues.
- Analyzed trends to document emerging issues
- Resolved service and technical problems for customers by asking clear and specific questions
- Referred unresolved customer grievances to designated departments for further investigation
- Managed call flow to respond to technical support needs of customers
Fair Housing Advocate
Southwestern PA Legal
Washington, PA
01.2012 - 12.2014
- Constructed networks of human service and community groups for participation Fair Housing Act seminars.
- Identified individuals experiencing housing discrimination under Fair Housing Act protected classes and coordinated pro bono legal assistance filing HUD complaints.
- Organized outreach events per grant requirements.
- Utilized MS Office 2010 and Office 365 to create/track grant deliverables
Specialist
Independent Living/Fair Housing Grant
Altoona, PA
12.2010 - 07.2012
- Evaluated clientele with various disabilities and barriers to embrace their potential for independence and growth
- Engaged with social service agency staff in six counties to promote Fair Housing program and increased referrals by 90% in six months.
- Gathered documentation for potential HUD complaints, of which 14 were accepted by HUD and either settled in mediation or by HUD decision
- Clientele received financial compensation, appropriate accommodations, and housing due to complaint process.
- Interpreted clients' needs and introduced services to fit specific requirements.
Executive Director
Life and Independence
08.2008 - 04.2010
- Worked closely with organizational leadership and board of directors to strategically affect operational direction.
- Maintained oversight of 13 funding streams for maximization of programs.
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Implemented enhanced documentation protocols for staff to highlight accomplishments and position agency for funding opportunities.
- Crafted proposals which brought in $230,000 in funding which enabled LIFT to hire three new staff.
- Aligned department vision, goals and objectives with company strategy to achieve consistently high results.
Regional Housing Coordinator
Independence
St. Marys, PA
07.2007 - 08.2008
- Positioned myself as a liaison between the Human Service "world" and the Housing "world" to increase the availability of accessible, affordable housing for persons with disabilities and older Pennsylvanians...
- Presented an array of pre-packaged and original trainings to Human Service agency staff; created "Houzapalooza", a one-day housing free-for-all training
- Identified and recruited landlords and brokers to provide suitable and affordable units to meet clients' needs.
- Coordinated with local agencies to provide housing and prevent homelessness, decreasing homelessness 3%.
- Maintained database of housing resources, landlords and management companies.
- Built partnerships with related organizations to develop support and gain greater attention for important issues.
Advocacy Specialist
Life And Independence For Today
St. Marys, PA
05.2000 - 07.2007
- Advocated for national, statewide, and local systems change to increase independent living options for persons with disabilities in home and community-based services, employment, community and civic involvement, housing, and civil rights
- Attended training programs to deepen professional skillset and assisted in training fellow advocates disability rights laws.
- Organized and facilitated Regional Action Teams of persons with disabilities to strategize for systems change in their communities.
Education
High School Diploma -
Johnsonburg Area High School
Johnsonburg, PA06.1979
Some College (No Degree) - English/Political Science
University of Pittsburgh - Bradford
Bradford, PASkills
- Patient Care Recordkeeping
- Mental Health Support
- Patient Progress Documentation
- Verbal and Written Communication
- Observation Communication
- Disability Support
- Microsoft Office
- HIPAA Compliance
- Problem Resolution
- Conflict Resolution
- Patient Advocacy
- Multitasking and Prioritizing
Timeline
Home Care Aide
Mary Ann Smith
08.2017 - 01.2021
Customer Service Rep
Sitel
09.2015 - 03.2017
AppleCare Advisor
Kelly Connect
04.2015 - 03.2016
Postmaster Relief/Postal Services
Post Office USPS
01.2013 - 10.2016
Fair Housing Advocate
Southwestern PA Legal
01.2012 - 12.2014
Specialist
Independent Living/Fair Housing Grant
12.2010 - 07.2012
Executive Director
Life and Independence
08.2008 - 04.2010
Regional Housing Coordinator
Independence
07.2007 - 08.2008
Advocacy Specialist
Life And Independence For Today
05.2000 - 07.2007
High School Diploma -
Johnsonburg Area High School
Some College (No Degree) - English/Political Science
University of Pittsburgh - Bradford