MARIA PEREIRA

• Proven expertise in negotiation, communication, and cultural competence, with specialized knowledge of Brazilian culture, including serving as a Portuguese translator as needed.

• Successfully managed a caseload of 30+ families, ensuring services aligned with individual needs and action plans.

• Partnered with cross-functional DCF teams to promote family stabilization, support recovery efforts, and ensure youth safety.

• Planned and coordinated Summer Activity Schedule for both residential houses
• Curated youth's support plan for to meet their unique needs considering past trauma and culture background
• Supervised residential house and administrator meds for morning shifts

• Saved schedule time by troubleshooting via phone by accessing if that problem for the best and timely solution
• Maintained capacity between 70%-85% to ensure optimal work efficiency and ticket accuracy
• Initiated retrieval of data on customer surveys for completed tickets

• Create the first translated script Portuguese/Creole providing translation as the solo Portuguese speaker
• Assisted in troubleshooting within the application remotely via phone/chat as a developing IT department
• Used customer service expertise to consistently present the best customer experience

• Conducted needs analysis based on individual proposed treatment options and setting up payment plans
• Increased claim closures by 18% by following with evidence and pursuing code corrections to ensure the business was compensated appropriately

• Implemented tracking database for employee professional development and company allocation using Excel for data transfer in creating a cohesive report
• Supported HR functions with emphasis on data analysis and file verification

• Processed over 150 cases on a weekly basis by thoroughly analyzing data using Excel and SQL
• Delegated urgency based on underwriting needs and client importance
• Handled all policy endorsements and correspondence for all Western states