Mariela Gonzalez

• Described procedures, requirements, and benefits to clients and interested parties.
• Respond to service requests and inquiries via phone, email, and other communication channels.
• Conduct thorough phone interviews to collect, verify, and clarify financial, demographic, medical, and other relevant information.
• Review and validate client-provided documentation and verbal information for accuracy and completeness.
• Evaluate eligibility for Medi-Cal, CalFresh, and CalWORKs using established criteria and guidelines.
• Ensure the security and confidentiality of all client information and records.
• Stay updated on federal, state, and county regulations, participating in relevant training to maintain current knowledge of policies and procedures.
• Compute and communicate available financial and medical assistance amounts based on client needs.
• Address client questions and resolve complaints, providing clear and accurate information about Medi-Cal, CalFresh, and CalWORKs.
• Established positive relationships with aid recipients and assessed goals, working hard to address individual needs and tailor services to suit them.
• Answered high volume of calls and provided assistance through effective listening and question response skills.
• Processed applications and followed strict procedures to keep sensitive data confidential.
• Maintained accurate case documentation, ensuring compliance with regulatory requirements and agency policies.
• Utilized complex client management systems, both digital and manual and maintained sensitive information in highly encrypted databases.
• Enhanced client satisfaction by providing efficient and empathetic support in addressing their needs.
• Contributed to team meetings by sharing insights from direct work with clients, promoting collaborative problem-solving strategies.

• Helping out to spread the Gospel.
• Helping out those in need by providing food, personal supplies, and clothes.
• Helping to coordinate the Food Bank
• Coordinated food, clothing, and household items for disadvantaged individuals and families.
• Assisted program manager with planning and fundraising responsibilities.
• Met with other volunteers and program leaders to discuss new service opportunities.
• Assisted with special events or programs.
• Supported engaging, fun, and smooth-running events by helping with organization and planning.

During my Juvenile Institutions Core training as a Correctional Deputy Probation Officer with San Diego County Probation Department, I acquired vital skills in:

• Juvenile Justice System: Understanding laws and policies for young individuals' treatment and rehabilitation.
• Behavior Modification Techniques: Addressing challenging behaviors of residents.
• Crisis Intervention and De-escalation: Managing potentially volatile situations.
• Cultural Competence and Sensitivity: Working effectively with a diverse population.
• Trauma-Informed Care: Supporting residents who have experienced trauma.
• Effective Communication and Relationship Building: Fostering positive connections with residents and colleagues.
• Documentation and Reporting: Accurate and confidential recordkeeping.
• Ethics and Professional Conduct: Upholding ethical standards and residents' rights.
• Collaborative Approach: Valuing teamwork in the juvenile justice system.

These skills enable me to excel in my role and positively impact young individuals' lives within the system.

• Worked in a team dedicated to addressing community concerns and delivering exceptional customer service.
• Analyzed problems, identified violations, and initiated new cases.
• Supported Code Enforcement Officers in opening new cases concerning code violations.
• Interacted with customers through various channels, including phone, email, and in-person, to provide them with essential information and assistance.
• Managed incoming telephone calls, taking messages and promptly responding to inquiries.
• Utilized GIS (Geographic Information System) and Accela, which further enhanced my problem-solving abilities and data management skills.

• Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
• Maintained message content, tone, and emotion as closely as possible.
• Facilitated communication between Social Workers and minors immigrating from Central and South America.
• Interpreted conversations simultaneously to help both parties conduct business, handle medical needs or manage personal concerns.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Maintained energy and enthusiasm in fast-paced environment.

• Greeted customers and helped with product questions, selections, and purchases.
• Increased sales by offering advice on purchases and promoting additional products.
• Balanced and organized cash register by handling cash, counting change, and storing coupons.
• Trained and developed new hires in company processes, product knowledge, customer service, and selling techniques.
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Applied security and loss prevention training toward recognizing risks and reducing store theft.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Answered questions about store policies and addressed customer concerns.
• Informed customers of current store promotions to encourage additional sales purchases.