Marley Cortez
Katy,TX
Summary
Dedicated and detail-oriented professional with extensive experience in healthcare, behavioral support, and customer service. Strong ability to quickly learn new concepts and adapt to diverse environments. Skilled in medical terminology, behavioral management, documentation, and client support. Bilingual with excellent verbal and written communication skills, demonstrating empathy, compassion, and leadership in supervisory roles.
Overview
15
15
years of professional experience
Work History
Senior Transporter
Upbring
02.2023 - Current
- Managed and supervised transportation operations, ensuring efficient and safe transit for unaccompanied children (UC) during reunification.
- Oversaw and coordinated staff schedules, timesheets, and performance to maintain operational efficiency.
- Provided leadership and mentorship to Escort Youth Care Workers, ensuring adherence to company policies and federal regulations.
- Collaborated with Lead Case Manager to streamline flight arrangements and transfers.
- Conducted pre- and post-trip vehicle inspections, ensuring compliance with safety protocols and Department of Transportation (DOT) guidelines.
- Ensured UC safety before, during, and after transportation, handling crisis situations with de-escalation techniques when necessary.
- Maintained detailed records of transportation logs, reunification processes, and incident reports.
- Acted as a liaison between case management teams, transport staff, and program leadership to enhance service delivery and program effectiveness.
Escort Youth Care Worker
Dynamic Solutions
08.2021 - 12.2022
- Provided personalized care to youth while ensuring adherence to program policies.
- Supervised youth during recreational activities and maintained behavioral boundaries.
- Transported and escorted youth for reunification, transfers, and appointments.
- Utilized crisis management techniques including de-escalation and redirection.
- Maintained detailed documentation of incidents and youth progress.
Appointment Coordinator
Texas Tropical Behavioral Health
01.2018 - 09.2021
- Provided administrative support to mental health professionals, managing sensitive documentation and confidential patient records.
- Acted as a liaison between clients, medical staff, and external agencies, ensuring seamless communication and service coordination.
- Assisted in the training and onboarding of new employees, enhancing workflow efficiency and adherence to company protocols.
- Maintained high customer service standards by promptly addressing inquiries and resolving issues effectively.
- Spearheaded data entry and record-keeping tasks, ensuring accuracy in patient information and compliance with HIPAA regulations.
Direct Care Worker
SOG International
01.2020 - 10.2020
- Provided direct supervision and care to at-risk youth in a structured residential setting.
- Assisted in crisis intervention by implementing conflict resolution strategies and behavioral redirection.
- Transported youth to appointments, court hearings, and recreational activities while ensuring adherence to safety protocols.
- Monitored and documented residents’ progress, behaviors, and daily activities, ensuring accurate reporting and compliance with regulatory standards.
- Supported the implementation of individualized treatment plans, collaborating with multidisciplinary teams to enhance resident outcomes.
- Supervised and provided structured care for youth in residential programs.
- Assisted with behavioral interventions and positive reinforcement strategies.
- Transported clients and ensured their safety during activities and transitions.
- Maintained accurate records of client progress and serious incidents.
Direct Care Worker
BCFS
02.2014 - 01.2020
- Provided daily supervision and mentorship to at-risk youth in a structured residential environment.
- Assisted in crisis intervention efforts, using verbal de-escalation techniques to maintain a safe and stable living environment.
- Coordinated recreational and educational activities to promote personal development and social skills.
- Maintained accurate case records, ensuring compliance with program requirements and legal standards.
- Supported youth in their daily routines, providing guidance in areas such as hygiene, nutrition, and academic engagement.
- Supervised and engaged youth in structured activities.
- Implemented positive behavior management techniques.
- Maintained documentation and reported on youth progress.
Customer Service Representative
Asurion
03.2011 - 01.2018
- Handled customer accounts, inquiries, and issue resolution with efficiency.
- Processed account adjustments and assisted with financial transactions.
- Generated sales leads and provided product recommendations.
- Maintained strong customer relations through professional communication and problem-solving.
Certified Nurse Assistant
Angeles Home Health
12.2012 - 02.2014
- Delivered high-quality patient care, assisting with activities of daily living such as bathing, dressing, and mobility support.
- Monitored vital signs and reported any significant changes in patients’ conditions to nursing staff.
- Provided compassionate end-of-life care, ensuring patients' comfort and dignity.
- Assisted in rehabilitative exercises and range-of-motion activities to enhance patients' mobility and independence.
- Maintained a clean and sanitary environment to prevent infections and promote patient well-being.
Psychiatric Nurse Assistant
Rio Grande State Center
01.2010 - 11.2012
- Delivered high-quality patient care, assisting with activities of daily living such as bathing, dressing, and mobility support.
- Monitored vital signs and reported any significant changes in patients’ conditions to nursing staff.
- Provided compassionate end-of-life care, ensuring patients' comfort and dignity.
- Assisted in rehabilitative exercises and range-of-motion activities to enhance patients' mobility and independence.
- Maintained a clean and sanitary environment to prevent infections and promote patient well-being.
Certified Nurse Assistant
Abundant Life Home Health
11.2010 - 04.2012
- Delivered high-quality patient care, assisting with activities of daily living such as bathing, dressing, and mobility support.
- Monitored vital signs and reported any significant changes in patients’ conditions to nursing staff.
- Provided compassionate end-of-life care, ensuring patients' comfort and dignity.
- Assisted in rehabilitative exercises and range-of-motion activities to enhance patients' mobility and independence.
- Maintained a clean and sanitary environment to prevent infections and promote patient well-being.
Education
Associate of Arts - Psychology
South Texas College
Mcallen, TX05-2024
Associate of Science -
Lone Star College
Houston, TX05-2024
Certified Nurse Assistant -
South Texas Vo-Tech
Brownsville, TX01.2010
High School Diploma - undefined
Los Fresnos High School
Los Fresnos, TX01.2009
Timeline
Senior Transporter
Upbring
02.2023 - Current
Escort Youth Care Worker
Dynamic Solutions
08.2021 - 12.2022
Direct Care Worker
SOG International
01.2020 - 10.2020
Appointment Coordinator
Texas Tropical Behavioral Health
01.2018 - 09.2021
Direct Care Worker
BCFS
02.2014 - 01.2020
Certified Nurse Assistant
Angeles Home Health
12.2012 - 02.2014
Customer Service Representative
Asurion
03.2011 - 01.2018
Certified Nurse Assistant
Abundant Life Home Health
11.2010 - 04.2012
Psychiatric Nurse Assistant
Rio Grande State Center
01.2010 - 11.2012
High School Diploma - undefined
Los Fresnos High School
Associate of Arts - Psychology
South Texas College
Associate of Science -
Lone Star College
Certified Nurse Assistant -
South Texas Vo-Tech
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