Marilynn Gomez
Lexington,KY
Summary
Skilled bilingual professional with a bachelor’s degree in Psychology and over 10 years of experience in the field of Social Services and Customer Service. Adept at handling confidential and sensitive information, striving to always work with the highest level of integrity and professionalism.
Overview
11
11
years of professional experience
Work History
Bilingual Customer Service Representative
Social Security Administration
06.2019 - 05.2021
- Provided assistance to beneficiaries and the general public in person, by telephone, and in writing.
- Provided quality customer service in a fast-paced, high call volume environment.
- Conducted interviews to determine the nature of the customer's question or issue.
- Explained technical information, gathered facts, evaluated evidence, and took the required action to resolve problems relating to all Social Security programs.
- Prepared, verified, and maintained records for people receiving benefits.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
Human Services Aide
Los Angeles County Department of Children and Family Services
06.2014 - 09.2017
- Monitored and documented court ordered visitations between children and parents and/or children and siblings, making the decision to terminate the visit, when necessary, for the safety and well-being of the child
- Transported children and/or adult clients to medical counseling, therapeutic and psychological appointments, court, school, from substitute care placement to the visitation site, foster care, guardianship, or to other locations as part of the client assessment plan
- Assisted supervisor with the scheduling and assignment of monitored visits and other service-related tasks to the members of my unit
- Completed or assisted clients in completing applications for program participation and in obtaining needed services such as medical care or affordable housing; distributed forms, brochures, fact sheets, and other related information
- Input detailed summary of client/staff interactions into CWS/CMS (a Windows-based client management database) according to State and department policies and procedures in order to comply with child welfare requirements
- Researched and located supportive services such as affordable housing, mental health services, child care, substance abuse services, domestic violence counseling, and to other services agencies as needed
- Initiated requests, monitored, and tracked sensitive client related information from doctors, therapists, schools, health facilities, and community agencies to obtain pertinent reports and information such as birth certificates, medical records, marriage certificates, divorce decrees, and employment histories; entered information into departmental systems
- Supervised children and ensured their safety while awaiting placement and/or during case meetings.
Children's Social Worker – Spanish Speaking
Los Angeles County Department of Children and Family Services
04.2010 - 05.2014
- Responsible for the supervision and placement of minors in need of protective services due to abuse, neglect, or exploitation
- Managed caseload of over 35 children involved in the child welfare/foster care system.
- Developed case plans and maintained confidential client files consistent with program, state and federal guidelines.
- Conducted in-home visits to ensure the safety and well-being of the children, assessing possible dangerous situations and evaluating the degree of risk to a child by interviewing parents and the child to determine whether the child should remain in the home or be removed from the home.
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.
- Identified, documented and made referrals to resources available within community.
- Responsible for the preparation of Court reports on minors and their families which included court recommendations on dependent minors and non-minor dependents.
- Diligently documented on CWS/CMS all case related activities, efficiently working under time constraints and deadlines.
- Developed and used community resources to meet the children’s needs; working with teachers, psychologists, physicians, attorneys, and probations officers for joint planning as appropriate.
- Evaluated progress of treatment plans and successfully assisted parents in resolving problems and completing Court ordered services to avoid removal of children (Family Maintenance services) and/or to reestablish the family (Family Reunification services).
- Counseled children and clients toward socially acceptable behavior and self-sufficiency within the community, including assisting non-minor dependents on the transition into independence from the foster care system.
Education
Bachelor of Arts - Psychology
University of California - San Diego
06.2006
Skills
- Fluent in Spanish (both written and spoken)
- Strong interpersonal and communication skills
- Ability to maintain confidentiality and work with sensitive information
- Proficient in Microsoft Office
- Strong Organization Skills
- Outstanding customer service and phone skills
- Problem-solving abilities
- Ability to work independently or with a team
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
Social Security Administration
06.2019 - 05.2021
Human Services Aide
Los Angeles County Department of Children and Family Services
06.2014 - 09.2017
Children's Social Worker – Spanish Speaking
Los Angeles County Department of Children and Family Services
04.2010 - 05.2014
Bachelor of Arts - Psychology
University of California - San Diego
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