Lana Varela
Chimayo,NM
Summary
Energetic, dedicated, and focused. Able to prioritize, complete multiple tasks simultaneously and follow through to achieve project goals. Flexible, hardworking, dependable, and trustworthy with the drive to succeed.
Overview
17
17
years of professional experience
Work History
Supervisor Family Assistance Program
Health Care Authority Income Support Division
05.2024 - Current
- Supervise a unit of Family Assistance Analysts (FAAs) who are responsible for determining multiple Income Support Programs and providing employment assistance to a diverse population.
- Supervisor Family Assistance Program is responsible for: Providing program guidance, mentoring, coaching, and caseload analysis; Training policies, rules and procedures.
- Working with ASPEN; Providing technical expertise, consultation, and training in the areas of case management, Supervising staff located in various statewide ISD offices; Understanding ISD program eligibility.
- Collaborating with managers for various statewide offices; Understanding OHR policy and procedures; Effectively communicating both verbally and written.
- Preparing evidence and testifying on behalf of Agency in Hair Hearings.
- Working with Salesforce for Consolidated Customer Service Center (CCSC-call center.) Monitoring live calls, handle time, abandonment rate and calls taken per day. CSAT reviews, Kudos, Monitoring the manager line for escalated calls.
- Motivated employees to reach highest professional potential.
- Trained new employees on company policies, procedures and work ethics.
- Assessed staff performance on a regular basis, providing feedback and coaching as necessary to improve results.
- Conducted disciplinary action when needed in accordance with company policy.
- Encouraged collaboration among team members through positive reinforcement techniques such as praise or rewards programs.
- Addressed and resolved client or customer inquiries to foster superior standards of service.
- Create team activities/team engaging to build moral. Potlucks, special day celebrations (birthdays, holidays, anniversaries)
Family Assistance Analyst II
Human Services Income Support Division
02.2020 - 05.2024
- Worked with coworkers to complete tasks.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Responded quickly to meet customer needs and resolve problems.
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Participated in ongoing training to enhance own job skills and knowledge.
- Provided efficient and courteous service to customers at all times.
- Met deadlines while maintaining high-quality deliverables.
- Focused on learning new skills and staying updated with industry changes.
- Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite.
- Proficient in ASPEN.
- Proficient with the LIHEAP/LIHWAP programs, working with utility vendors to avoid disconnect of services.
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.
- Troubleshot minor problems and reported larger technical issues.
- Developed departmental objectives, budgets, policies, procedures and strategies.
- Referred applicants to job openings and to interviews with other staff, in accordance with administrative guidelines and office procedures.
- Developed a thorough understanding of state and federal regulations regarding family assistance programs.
- Coordinated with other agencies to ensure families received the services they needed in a timely manner.
Family Assistance Analyst 1
Human Services Income Support Division
12.2017 - 02.2020
- Utilized effective communication skills to explain program eligibility requirements and benefits to families.
- Developed a thorough understanding of state and federal regulations regarding family assistance programs.
- Coordinated with other agencies to ensure families received the services they needed in a timely manner.
- Provided excellent customer service to families in need of assistance, resolving complex issues with empathy and understanding.
- Performed regular outreach activities in the community, providing information about available family assistance programs.
- Responded promptly to inquiries from clients or other organizations regarding the application process or benefit information.
- Reviewed applications for accuracy prior to submission, ensuring all required documents were included.
- Collaborated with social workers, case managers, and other professionals involved in assisting families in need.
- Managed caseloads efficiently by setting priorities based on urgency of cases.
- Adhered strictly to confidentiality guidelines when handling sensitive personal information.
- Provided guidance and support to families during their applications for various types of public aid, such as food stamps or housing vouchers.
- Participated in team meetings to discuss strategies for improving program efficiency and effectiveness.
- Explained program requirements in detail to potential participants and answered their questions about the application process.
- Answered applicants' questions about benefits and claim procedures.
- Developed a working knowledge of all relevant state and federal laws governing public assistance programs.
- Compiled, recorded, and evaluated personal and financial data to verify completeness and accuracy and to determine eligibility status.
- Interpreted and explained information such as eligibility requirements, application details, payment methods, and applicants' legal rights.
- Interviewed benefits recipients at specified intervals to certify eligibility for continuing benefits.
- Checked with employers and other references to verify answers and obtained further information.
- Assessed applicants' eligibility for various government programs.
- Interviewed and investigated applicants for public assistance to gather information pertinent to applications.
Toddler Teacher
Bright Beginnings Child Development Center
09.2014 - 12.2017
- Monitored physical safety of toddlers at all times during indoor and outdoor activities as well as nap time routines
- Maintained accurate records related to attendance, health concerns, developmental milestones achieved by each toddler.
- Created an inviting atmosphere within the classroom that promotes learning through exploration and discovery
- Supervised team of assistant teachers on proper implementation of lesson plans according to curriculum guidelines.
- Adapted teaching methods according to the individual needs of each toddler including those with special needs.
- Conducted periodic parent-teacher conferences to discuss the progress made by each toddler.
- Collaborated with other staff members to plan daily schedules that included meals, rest periods, outdoor playtime, story time.
- Attended professional development workshops related to early childhood education topics.
- Established trusting relationships with parents by providing regular communication regarding their child's progress.
- Maintained a safe and healthy learning environment for toddlers by following established standards of care.
- Developed and implemented age-appropriate activities to encourage language development, motor skills, and social interaction among toddlers.
- Helped children explore world, improve motor skills, and grow vocabulary.
- Facilitated group activities and hands-on experiences to encourage engagement.
- Completed extensive training that provided insight on child care and development topics.
- Followed licensing guidelines and company standards to optimize daily care of children.
- Assisted in the management of the classroom environment to ensure safety and positive behavior.
- Worked with co-teacher to implement lesson plans from research-informed learning curriculum.
- Observed and evaluated children's performance, behavior, social development, and physical health.
- Collaborated with faculty members to evaluate and improve curriculum.
- Discussed individual students' needs and progress.
- Diversified teaching methods and instructional materials to meet students' varying needs and interests.
Administrative Assistant
Sheid's Ford Dealership
10.2012 - 01.2014
- Maintained files and filing, keeping sensitive information confidential.
- Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner.
- Developed and maintained filing systems for confidential documents and records.
- Managed office supplies inventory and placed orders when necessary.
- Assisted in the preparation of presentations using Microsoft Office Suite applications such as Word, Excel, PowerPoint .
- Compiled and entered data into various databases to ensure accuracy and completeness.
- Maintained database of client contact information with accuracy and attention to detail.
- Monitored daily operations in order to ensure efficient workflow processes were being followed.
- Processed incoming mail and distributed to relevant departments or individuals.
- Established professional and collaborative working relationships with company associates and external parties.
- Greeted visitors and provided general information about the company.
- Created spreadsheets using advanced formulas and functions to analyze large datasets.
- Searched for information in company databases or online to answer questions or resolve problems.
- Answered telephones to give information to callers, take messages, or transfer calls.
- Operated office equipment, such as fax machines, copiers, and phone systems and arranged for repairs when equipment malfunctions.
- Located and attached appropriate files to incoming correspondence requiring replies.
- Assisted staff with computer usage.
- Made copies of correspondence and other printed material.
- Generated regular reports on project progress utilizing spreadsheet software applications like MS Excel and Access.
Administrative Assistant
Elko Construction Company
01.2009 - 07.2012
- Budget management and payroll distribution
- Maintained files and filing, keeping sensitive information confidential.
- Answered phone calls, directed inquiries to appropriate personnel, responded to customer requests in a timely manner.
- Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records.
- Developed and maintained filing systems for confidential documents and records.
- Compiled and entered data into various databases to ensure accuracy and completeness.
- Maintained database of client contact information with accuracy and attention to detail.
- Monitored daily operations in order to ensure efficient workflow processes were being followed.
- Maintained calendars and schedules to set appointments for management team.
- Processed incoming mail and distributed to relevant departments or individuals.
- Screened incoming telephone calls, routing to appropriate personnel.
- Greeted visitors and provided general information about the company.
- Generated regular reports on project progress utilizing spreadsheet software applications like MS Excel and Access.
- Established work procedures and schedules and kept track of daily work of clerical staff.
- Operated electronic mail systems and coordinated flow of information, internally, and with other organizations.
- Ordered and dispensed supplies to maintain office inventory.
- Scheduled and confirmed appointments for clients or customers.
- Created, maintained and entered information into databases.
- Operated office equipment, such as fax machines, copiers, and phone systems and arranged for repairs when equipment malfunctions.
- Created spreadsheets using advanced formulas and functions to analyze large datasets.
- Organized monthly expense reports according to company policies and procedures.
- Established professional and collaborative working relationships with company associates and external parties.
Education
Associate of Arts - Early Childhood Care And Education
Luna Community College
Las Vegas01-2019
High School Diploma -
Santa Fe Community College
Santa Fe, NM05-2007
Skills
- Goal oriented
- Training and mentoring
- Staff management
- Customer service
- Attention to detail
- Teamwork and collaboration
- Strategic planning
- Staff development
- Team building
- Analytical thinking
- Verbal and written communication
- Multitasking Abilities
Timeline
Supervisor Family Assistance Program
Health Care Authority Income Support Division
05.2024 - Current
Family Assistance Analyst II
Human Services Income Support Division
02.2020 - 05.2024
Family Assistance Analyst 1
Human Services Income Support Division
12.2017 - 02.2020
Toddler Teacher
Bright Beginnings Child Development Center
09.2014 - 12.2017
Administrative Assistant
Sheid's Ford Dealership
10.2012 - 01.2014
Administrative Assistant
Elko Construction Company
01.2009 - 07.2012
Associate of Arts - Early Childhood Care And Education
Luna Community College
High School Diploma -
Santa Fe Community College