Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mitzy Marquez

Tucson,AZ

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

13
13
years of professional experience

Work History

Case Manager

VISION QUEST
11.2023 - Current
  • Perform comprehensive intake interviews with unaccompanied minors (UAC) to build rapport, gather sponsorship information, and establish age for policy compliance
  • Identify available options for UAC within 48-72 hours of arrival
  • Complete required documentation to ensure safe reunification with appropriate sponsors or family
  • Ensure timely completion of required assessments, including Initial Intake Assessment, Individual Service Plan, Case Review, and UAC-specific evaluations
  • Maintain daily communication and resolve conflicts between internal departments (clinical, medical, education, security, youth care) and external stakeholders (consulates, CFS, FFS, GDIT, FIRRP)
  • Ensure UAC sign necessary legal documents, including the Legal Service Provider list, Notice to Juvenile Aliens, and VisionQuest's intake forms
  • Conduct interviews and maintain ongoing communication with U.S
  • Sponsors and families in the country of origin, providing regular case updates
  • Request documentation to complete Family Reunification Assessments (FRA), determine available options, and complete required paperwork for reunification either in the U.S
  • Or the home country
  • Build rapport and provide updates to UAC on a weekly basis, monitoring their wellbeing and addressing any concerns
  • Ensure bi-weekly telephonic contact with family of origin, primary caregivers, or sponsors to provide updates and maintain connection
  • Document all actions, communications, and progress in detailed progress notes as required by VisionQuest, state, and federal regulations
  • Manage high-priority situations such as emergency transfers to secure shelters and age redeterminations for adults
  • Prepare and submit reunification packets for initial review and final submission to Lead Case Manager or Designee, ensuring timely release of youth
  • Facilitate contact between attorneys and clients as needed and attend case staffing with funding source representatives on a weekly basis
  • Maintain accurate physical and web-based client files, ensuring up-to-date and compliant documentation
  • Ensure Significant Incident Reports (SIRs) are submitted within 4 hours of notification, with additional reports as required by state licensing and internal mechanisms
  • Drive clients to various program services, including court appointments and attorney visits, and transport youth within the U.S
  • As needed
  • Attend all required organizational training, departmental meetings, and professional development opportunities to stay current with policies and enhance skills
  • Maintain a safe, clean work environment and ensure proper supervision of youth at all times
  • React productively to changes and handle additional essential tasks as assigned.

Customer Service Representative

Amazon.com
11.2021 - 10.2023
  • Provide pro-active and re-active support by managing a catalog of sellers in constant growth
  • Support is provided by connecting to sellers through Paragon
  • Leverage other internal resources to resolve seller's issues efficiently, and to provide customized service to Paid Sellers
  • Work with sellers to drive improvement on defects that may impact their account health or good standing of the account
  • Serve as the escalation point for sellers, own a sense of setting prioritize for business-critical issues to avoid GMS loss, such as buy box missing, FBA order cancellation
  • Develop relationships network with each seller account and manage outreach campaigns, such as Account Issue, Inactive Listings, Marketplace Abuse etc
  • Drive root cause analysis, assessing situations to develop innovative solutions for recurring problems
  • Own great soft skills, create an open environment where sellers can freely express their needs or concerns, and provide professional but not robotic service via email or outbound call
  • Capture successful stories and surface innovative ideas to drive improvement for all sellers
  • Seek ways to invent and simplify processes for outcomes
  • A key contributor in building a positive team environment, proactively aid team members and consistently at the top quartile for quality, productivity.

Case Manager

VISION QUEST
11.2017 - 02.2021
  • Conduct initial intake interview with the UC to build rapport, gather potential sponsorship information, and establish age for the purpose of policy compliance
  • Identify available options for UC within 48-72 hours of arrival and proceed with the required documentation for a safe reunification
  • Ensure assessments are conducted in a timely manner, assessments conducted by CM are: Initial Intake Assessment, Individual Service Plan, Case Review, and UAC assessments
  • Keep a daily and constant communication and conflict resolution between internal departments (clinical, medical, education, security, youth care) and external stakeholders (consulates, CFS, FFS, GDIT, FIRRP)
  • Ensure UC signs the Legal Service Provider list, Notice to Juvenile Aliens in DHS or HHS Federal Facilities, and VisionQuest's intake forms
  • Interview and keep ongoing communication with sponsors in the US and families in Country of Origin and provide case updates
  • Request documentation to complete FRA to determine options available for youth and proceed with the required documentation to reunify youth with family in their home country or in the United States as deemed applicable
  • Build communication and meet with UAC on a weekly basis to provide updates and check on their wellbeing status
  • Ensure the provision of two weekly telephonic contacts with family of origin, primary caregiver and/or sponsor
  • Document all actions taken and contacts with youth, sponsor, family and stakeholders in the form of progress notes (efforts) as required by VisionQuest, State and Federal contracts
  • Carry out high priority situations such as emergency transfers to Staff Secure Shelters due to violent or aggressive behavior of UCs as well as Age Redetermination for adults
  • Assist supervisors with additional tasks when the shelter needs increased due to influx seasons
  • Coordinate with FIRRP and pro-bono attorneys for the timely provision of 'Know Your Rights' presentations
  • Coordinate ongoing legal appointments and court hearings
  • Complete and submit reunification packets for initial review to Lead Case Manager or Designee (if applicable)
  • Submit completed reunification packet with appropriate referral made by Case Manager for the timely release of youth to designated GDIT Case Coordinator and FFS
  • Facilitate attorney to client contact as requested by youth
  • Attend case staffing with funding source representative on a weekly basis
  • Maintain physical and web-based client files
  • Ensure that Significant Incident Reports (SIRs) are submitted within 4 hours upon notification of the incident and that additional reports are submitted to state licensing and VisionQuest's internal reporting mechanism as required
  • Drive clients to facilitate program services, may include transportation to court appointments, attorney visits, other appointments as per contractual requirements as needed
  • May also include transporting youth within the United States if reunified
  • Attend all organizational required training
  • Attend all departmental and program meetings to ensure that up-to-date information is received and/or information of policy changes or practice are adhered to
  • Attend training that will enhance professional growth in the area of case manager and documentation or other topics as deemed appropriate by the program director
  • Travel as needed for training, conferences or to transport youth to destinations located within the U.S
  • Maintain a safe, clean and hazard-free work area
  • Ensure the proper supervision of youth at all times
  • Able to react to change productively and handle other essential tasks as assigned.

Youth Care Worker

VisionQuest
04.2017 - 11.2017
  • Provide direct supervision of children in care and maintain line of sight at all times
  • Provide oversight during recreation, mealtime, leisure time, and play
  • Develops positive rapport with youth while serving as a role model to create a safe and caring environment utilizing a trauma informed approach
  • Teach, coach, and supervise children in activities of daily living including morning, bedtime, and overnight procedures, hygiene and cleanliness, housekeeping, meals, intramurals, sports, academics, and extracurricular activities both on and off facility
  • Interact with children including playing games or during recreational time
  • Conducts orientation, intake and property inventory upon the child's arrival, including completion of paperwork, and overview of program services and program rules
  • Provides essential needs to children such as clothing, hygiene products, shower, bedroom assignments, and cooking meals when needed
  • Assists with the planning and coordination of special educational events, acculturation activities, holiday celebrations, recreational outings, and school drop off/pick-ups
  • Assist with children's legal, medical, and dental appointments
  • Administer over the counter and prescribed medications
  • Maintain a safe, clean, and hazard-free facility by maintaining clean common areas, restrooms, kitchen, laundry, and outdoor areas
  • Responsible for reporting all maintenance and supply needs
  • Assist in the evacuation of children as needed due to inclement weather conditions, natural disasters, or other unforeseen occurrences
  • Responsible for the documentation of the child's progress, behavior, and health while in care
  • Observe, report, and document identified behavior patterns and required information that merit documentation such as progress notes, close observation, night watch checklist, bed check logs, outing logs, incident reports, transfers, etc
  • Coordinated all aspects of opening new facilities, including logistical arrangements, procurement of supplies, and implementation of operational procedures
  • Worked closely with internal departments and external partners to ensure a smooth transition and readiness of the new house
  • Designed and conducted comprehensive training programs for new hires, including orientation, job-specific skills, and best practices in youth care
  • Provided hands-on training and ongoing mentorship to ensure effective integration and high performance of new staff
  • Oversaw the initial operations of new facilities/group homes, identifying and resolving any issues promptly
  • Implemented and refined procedures and protocols to enhance operational efficiency and ensure a safe and supportive environment for both staff and youth.

Youth Care Worker

Southwest Key Programs
07.2016 - 04.2017
  • Conduct intake services to include but not limited to: completing necessary paperwork, providing youth with an overview of the program services and for initial placements of youth in to the shelter
  • Provide basic needs to youth upon arrival to the program (to include but not limited to: meal, clothing, hygiene products, shower and bedroom assignment)
  • Must provide Direct Care Services to youth to ensure that ratios and appropriate supervision levels are continuously met as per state and federal requirements
  • Develop positive rapport with youth while serving as a role model to create a safe and caring environment
  • Must ensure all forms and progress notes (efforts) are properly completed in SWK's web-based program (ETO) to ensure compliance with state and federal requirements.

PSE Clerk

United States Postal Service
01.2012 - 08.2016
  • Sort incoming and outgoing mail by destination and type, using manual and automated systems
  • Ensure accuracy and efficiency in sorting operations
  • Prepare mail and packages for delivery, including labeling, packaging, and addressing items as needed
  • Use postal equipment, including sorters, scanners, and other machinery, to process and handle mail efficiently
  • Adhere to USPS policies and procedures for handling mail, cash, and customer interactions
  • Ensure compliance with postal regulations and security protocols
  • Work collaboratively with other clerks and postal employees to ensure efficient operation and customer service
  • Provide assistance as needed and participate in team meetings.

Claims Adjuster

Infinity Insurance
01.2013 - 02.2015
  • Examine insurance claims to determine the validity and coverage under the policy
  • This includes reviewing the claim documents, policy details, and any relevant evidence
  • Evaluate the collected data to determine the extent of the insurance company's liability
  • This involves comparing the claim details against policy terms and conditions
  • Calculate and estimate the costs associated with the claim, including repairs, medical expenses, and other relevant expenses
  • Use tools, software, and industry guidelines to make accurate estimates
  • Provide clear and timely updates to claimants about the status of their claims
  • Answer questions, address concerns, and offer guidance throughout the claims process
  • Handle disputes or disagreements between claimants and the insurance company
  • Negotiate settlements and work towards resolving conflicts in a professional manner
  • Work with other departments, such as legal, underwriting, and customer service, to gather information and resolve complex claims issues.

Education

BS - Criminal Justice

Brookline College
Tucson, AZ
02.2015

AS - Criminal Justice

Brookline College
Tucson, AZ
09.2014

Skills

  • Case Management
  • Documentation
  • Case Management
  • Case Documentation
  • Organization and Multitasking
  • Problem Solving
  • Intake Experience
  • Motivational Interviewing

Languages

Spanish
Native or Bilingual

Timeline

Case Manager

VISION QUEST
11.2023 - Current

Customer Service Representative

Amazon.com
11.2021 - 10.2023

Case Manager

VISION QUEST
11.2017 - 02.2021

Youth Care Worker

VisionQuest
04.2017 - 11.2017

Youth Care Worker

Southwest Key Programs
07.2016 - 04.2017

Claims Adjuster

Infinity Insurance
01.2013 - 02.2015

PSE Clerk

United States Postal Service
01.2012 - 08.2016

BS - Criminal Justice

Brookline College

AS - Criminal Justice

Brookline College

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