Lita Villeda-Winley
North Las Vegas,NV
Summary
Detail-oriented Administrator Assistant/Customer Service Representative with a proven track record of effectively working with clients from diverse backgrounds. Committed to providing meaningful support and services to all clients, I strive to ensure satisfaction and exceed expectations. Strong attention to detail and excellent communication skills dedicated to delivering exceptional customer service and fostering positive relationships.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Quality Assurance Case Manager
Las Vegas Urban League
12.2023 - Current
- Inform potential clients of Child Care Subsidy Program services, eligibility requirements ( for Certificate, Slot and Wraparound case types), application process and answer questions they have regarding their individual household circumstances
- Determine client eligibility for Certificate, Slot or Wraparound services in accordance with DWSS CCDP policies, application type and department procedures
- Update records timely to reflect changes in household circumstances, obtaining additional verifications as required by policy
- Maintain professional communication with families, providers, and other stakeholders
- Maintain full confidentiality of information related to clients, providers, and the program in accordance with DWSS, agency HR, and department standards
- Avoid processing or viewing conflict cases in accordance with policy
- Terminate benefits for families who are no longer eligible; ensure timely notification of termination to clients and providers
- Coordinate with the Eligibility department and Delegate agencies to transfer clients to Certificate, Contracted Slot or Wraparound services, based on the needs of the child and CCDP policies
- Utilize state systems to verify eligibility for various DWSS and child care services; ensure only documentation which cannot be obtained from the system is requested from the client to ensure timely services
- Provide technical assistance with case determinations for Delegate agencies, as requested
- Work collaboratively with other ECC and agency departments in a professional and timely manner; respond to all incoming emails and calls within 24 hours
- Maintain paper and electronic files in accordance with established department protocol; follow established archive procedures to transfer cases to ECC warehouse for storage
- Advanced knowledge in a large variety of programs (Microsoft Office, Adobe Cloud, Excel, and Microsoft Outlook).
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
Assistant Manager
Circle K
07.2021 - 12.2023
- Provides prompt, courteous customer service and professionally resolves customer issues
- Performs shift supervision
- Performs and trains all duties of the customer service representative and Lead CSR positions
- Completes daily banking
- Troubleshoots daily close out and shift sales analysis
- Finalizes, transmits, and processes weekly time and attendance records and payroll
- Controls merchandise, cash shortages and other selling expenses
- Assists in maintaining proper inventory levels and shift audits
- Conducts performance and disciplinary discussions in Store Manger's absence
- Develops employee work schedules
- Complete daily store reports and other duties as assigned by the Store Manager.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Education
High school diploma -
Cimarron Memorial High School
Las Vegas, NV05.2013
Skills
- Quality Assurance
- Case Management
- Quality Management
- Microsoft Outlook
- Computer Proficiency
- Money handling abilities
- Complaint Handling
- Client Relations
- Microsoft Word
- Microsoft Excel
- Quality audits
- Case Documentation
- Organization and Multitasking
- Critical Thinking
- Active Listening
- Customer Service
- Problem-solving abilities
- Documentation And Reporting
- Email and Telephone Etiquette
- Data Entry and Analysis
Certification
- Food Handler Certification, 02/01/15, 02/01/16
- Medication Administration, 02/01/15, 02/01/16
- Childcare Certification, Present
Timeline
Quality Assurance Case Manager
Las Vegas Urban League
12.2023 - Current
Assistant Manager
Circle K
07.2021 - 12.2023
- Food Handler Certification, 02/01/15, 02/01/16
- Medication Administration, 02/01/15, 02/01/16
- Childcare Certification, Present
High school diploma -
Cimarron Memorial High School
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