Mariana Rodriguez
Olmito
Summary
Bilingual (English/Spanish) client-focused professional with 9+ years of experience in legal services, case management, and customer support. Skilled in explaining complex information clearly, managing sensitive documentation, and coordinating services for diverse and vulnerable populations. Recognized for organization, empathy, and the ability to handle high-volume caseloads in fast-paced environments. Seeking a role supporting clients, administrative processes, or community-based services.
Overview
15
15
years of professional experience
Work History
Customer Experience Agent
Alorica
12.2025 - Current
- Handle high-volume inbound calls, assisting customers with healthcare benefits, coverage questions, and service concerns
- Explain benefit information, eligibility, and plan details in clear, easy-to-understand language
- Accurately document all customer interactions, updates, and resolutions in company systems
- De-escalate frustrated or confused callers using active listening and problem-solving skills
- Research accounts and navigate multiple systems to provide accurate information quickly
- Provide bilingual (English/Spanish) support to serve diverse member populations
Unaccompanied Child Legal Service Specialist
South Texas Pro Bono Asylum Representation Project (ProBAR)
04.2022 - 04.2025
- Delivered age-appropriate legal orientation to detained immigrant children, explaining complex immigration processes in clear and supportive language
- Conducted legal screenings to assess eligibility for immigration relief and referred cases to pro bono attorneys within required timelines
- Maintained accurate, confidential documentation of services in tracking systems and spreadsheets
- Coordinated with detention centers to schedule legal service visits and ensure children were available for services
- Managed post-release follow-up calls with children and sponsors to ensure continuity of legal services
- Assigned staff schedules and tracked service completion as part of coordination duties
- Provided all direct services in Spanish while maintaining documentation in English
Case Manager / Case Aide / Youth Care Worker
Southwest Key Programs
06.2016 - 04.2022
- Managed youth cases by maintaining assessments, service plans, and required documentation for reunification
- Conducted 30-day safety and well-being follow-up calls with youth and sponsors and documented findings in reports
- Coordinated with internal teams and external service providers to ensure timely services
- Assisted in high-volume paperwork processing and data entry for case files
- Provided direct care supervision and support to youth in shelter settings
- Helped youth and families navigate services and resolve barriers
Teller / Customer Service Representative
Wells Fargo
05.2014 - 02.2015
- Processed financial transactions accurately in a fast-paced banking environment
- Balanced cash drawer and followed strict compliance and confidentiality procedures
- Resolved customer account concerns and provided service recommendations
Cashier / Customer Service
Kohls Department Store
03.2011 - 05.2014
- Supervised and trained new cashiers and associates
- Handled customer transactions, returns, and issue resolution
- Supported store operations during high-volume periods
Education
Bachelor of Science - Psychology
University of Texas At Brownsville
01-2013
Associate of Arts - Liberal Arts
University of Texas At Brownsville
01-2011
Skills
- Bilingual: English & Spanish
- Case Management Support
- Client Intake & Screening
- Legal Services Support
- Documentation & Record Keeping
- Data Entry & Tracking Systems
- Report Preparation
- Confidential Information Handling
- Customer Service
- Crisis Support & De-escalation
- Multitasking in Fast-Paced Environments
Timeline
Customer Experience Agent
Alorica
12.2025 - Current
Unaccompanied Child Legal Service Specialist
South Texas Pro Bono Asylum Representation Project (ProBAR)
04.2022 - 04.2025
Case Manager / Case Aide / Youth Care Worker
Southwest Key Programs
06.2016 - 04.2022
Teller / Customer Service Representative
Wells Fargo
05.2014 - 02.2015
Cashier / Customer Service
Kohls Department Store
03.2011 - 05.2014
Bachelor of Science - Psychology
University of Texas At Brownsville
Associate of Arts - Liberal Arts
University of Texas At Brownsville