Maria F. Roque
Auburn,AL
Summary
Professional with strong background in case management, prepared to make significant impact. Proven ability to collaborate with teams and adapt to changing needs. Skilled in client assessment, resource coordination, and crisis intervention. Reliable and results-focused, with commitment to achieving positive outcomes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Case Manager Quality Monitor
The Learning Tree, Inc.
02.2025 - Current
- Oversaw and coordinated services for a caseload of up to 14 individuals, maintaining detailed case documentation and progress tracking.
- Administered confidential patient records to maintain compliance with organizational standards and state requirements.
- Delivered training sessions to enhance documentation accuracy and strengthen patient support.
- Coordinated updates and advocacy efforts for clients by serving as a liaison among families, state agencies, and clinical personnel.
- Performed comprehensive internal reviews and incident investigations to enhance safety protocols and ensure effective reporting.
- Coordinated efforts with nursing and administrative teams to effectively address client needs and optimize care processes.
Disney College Program
The Walt Disney Company
08.2024 - 01.2025
- Delivered exceptional customer service by actively engaging with guests to boost sales.
- Addressed and resolved over 100 guest concerns and inquiries weekly through in-person interactions, ensuring alignment with company values.
- Cultivated exceptional customer service skills to effectively engage with guests from diverse backgrounds and cultures.
- Crafted memorable experiences for guests by proactively anticipating needs and delivering personalized recommendations.
- Demonstrated problem-solving and decision-making skills by addressing guest inquiries and resolving complaints.
- Executed transaction processing with precision, managing cash manually and utilizing computerized registers.
- Executed independent and collaborative efforts within a large team to drive business objectives.
- Acquired advanced knowledge in HR strategies and employee relations through completion of a comprehensive 5-week human resources course.
Behavioral Therapist
TASKids
08.2023 - 07.2024
- Facilitated collaboration with clients and interdisciplinary teams to design tailored care plans utilizing applied behavior analysis principles.
- Oversaw comprehensive data collection and analysis processes to enhance behavioral outcomes.
- Implemented skill acquisition programs to enhance adaptive behavior development.
Campaign Coordinator
Outcomes
06.2017 - 11.2023
- Delivered effective client communications through meticulous review, editing, and approval of recorded messages in English and Spanish. Produced FCC-compliant messages for clients, ensuring adherence to regulations. Leveraged expertise in Audacity audio editing software and Salesforce CRM to optimize client interactions.
- Established a systematic approach to message approval, achieving a 50% reduction in review cycles and expediting communication.
- Created comprehensive SOP binders to standardize processes, resulting in improved efficiency and increased service partner satisfaction.
- Generated, updated, and organized comprehensive process documents and digital resources for efficient data management.
- Achieved seamless patient enrollment and un-enrollment in specialized healthcare programs through effective project management. Streamlined data entry processes for multiple projects, contributing to overall operational efficiency.
- Evaluated confidential patient profiles and ensured precise data entry to optimize healthcare program operations.
- Facilitated extensive training and onboarding sessions, resulting in increased new hire productivity and strengthened team collaboration, contributing to reduced employee turnover.
- Developed and implemented strategic multi-channel marketing initiatives aimed at increasing brand visibility and driving audience engagement.
- Established precise project timelines, facilitating adherence to campaign goals and critical deadlines.
- Identified trends through comprehensive analysis of campaign performance data to refine and improve future marketing strategies.
- Engaged with cross-functional teams to streamline and optimize the execution of promotional activities.
- Guided team members in mastering best practices for effective campaign execution and utilization of project management tools.
- Spearheaded brainstorming initiatives to drive innovative campaign development.
- Analyzed and improved workflow systems, resulting in heightened team productivity and quicker campaign delivery timelines.
Education
Master of Science - Social Work
Walden University
Minneapolis, MNBachelor of Science - Sociology
California State University, Fullerton
Fullerton, CA05.2022
Skills
- Critical issue resolution
- Client case management
- Scheduling proficiency
- Case file management
- Health coordination
- Customer support advocacy
- Data management and reporting
- Emergency intervention
- Emotional recognition
- MS Office Suite
- Cross-functional collaboration
- On-site evaluations
- Annual case evaluations
- Time management abilities
- Simultaneous task management
- Clear verbal expression
- Needs identification process
- Team collaboration expertise
- Precision focus
- Task prioritization
- Verbal and written communication
- Customer autonomy
- Awareness of at-risk populations
- Understanding and care
- Anxiety management strategies
- Insightful data reporting
- Target planning
- Customer relationship management
- Written and verbal communication
- HIPAA regulations adherence
- Teamwork and collaboration
- Concise messaging
- Effective workflow management
- Staffing solutions
- Collaborative project management
- Compliance adherence
- Quality control
- Healthcare management
- Clinical assessments
- Human services
- Progress reviews
- Employee training
- Analytics for performance
- Care transition planning
- Attentive communication
- Multitasking abilities
- Report generation
- Interpersonal relationships
- Analytical decision-making
- Conflict management
- Constructive outlook
- Telephone etiquette
Certification
Human Resource Committee Training - Alabama Department of Mental Health
Issued Jun 2025
Red Cross Instructor Training - American Red Cross
Issued May 2025
Conducting Serious Incident Investigations - Alabama Department of Human Resources
Issued May 2025
Red Cross CPR & First Aid Certified - American Red Cross
Issued February 2025 - Expires February 2026
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Case Manager Quality Monitor
The Learning Tree, Inc.
02.2025 - Current
Disney College Program
The Walt Disney Company
08.2024 - 01.2025
Behavioral Therapist
TASKids
08.2023 - 07.2024
Campaign Coordinator
Outcomes
06.2017 - 11.2023
Master of Science - Social Work
Walden University
Bachelor of Science - Sociology
California State University, Fullerton