Naomi Cortez
Pharr,TX
Summary
Dynamic individual with hands-on experience in various empathic ventures and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
RESOURCE CENTER CALLER AND TEXTER (SHIFT MANAGER)
Work Money - The Outreach Team Remote (US)
08.2023 - Current
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Volunteered to help with special projects of varying degrees of complexity.
- Leveraged CRM database to manage customer data, log calls and other activities and generate reporting to deliver actionable insights and develop sales pipeline.
- Exercised composure under pressure and in escalated customer service scenarios.
- Kept employees operating productively and working on task to meet business and customer needs.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Trained and mentored new employees to maximize team performance.
- Conduct outreach for the WorkMoney Resource center
VOTER CONTACT CALLER (TEAM LEAD)
Work Money - The Outreach Team Remote (US)
10.2022 - 01.2023
- Oversaw a group of employees and motivated them to do their job efficiently
- Delivered a compelling campaign message, and collected complete survey answers from voters
- Was excited and open to having cross-partisan conversations with voters from across the political spectrum
- Culturally competent and was able to respectfully engage with teammates and the community.
- Used CRM system daily to maximize service opportunities and enhance communication.
HEALTHCARE INSURANCE AGENT (UNLICENSED)
United Health Group - Concentrix Remote (US)
10.2021 - 12.2021
- Plan details and help consumers determine Medicare /or Medicaid eligibility
- Researched plan options on their own, others are overwhelmed by the process of buying health insurance
- Help individuals and businesses manage their health insurance plan process from start to finish
- Personally sought the well-being and satisfaction of each individual member.
VACCINE HOTLINE REPRESENTATIVE
Mass Markets - MCI Remote (US)
01.2021 - 07.2021
- Created scenario guides and playbooks to help call center workers answer employee questions on internal COVID-19 response efforts
- Learned and maintained in-depth knowledge of Covid-19 information, and providing knowledgeable responses to diverse questions
- Set up all appointment and transportations needs with ease and diligence
- Instated strict guidelines mandating handling of private caller information by incorporating HIPAA and other local and national regulations.
CARE PROVIDER
Kindred HealthCare - Girling
01.2020 - 01.2021
- Monitor health, safety, and well-being of the patients
- Promptly report any changes in patient's health/or behavior to Girling supervisor
- Assisted patients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness
- Helped patients care for themselves by teaching proper, safe use of ambulation assistive devices such as canes or walkers
- Helped to organize client's schedule and plan appointments.
- Assisted patients with self-administered medications.
- Arranged transportation and accompanied patients to doctors' offices and errands.
- Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.
Education
Bachelor of Arts - Psychology
The University of Texas - Rio Grande Valley
Edinburg, Texas07.2019
Skills
- SOFTPHONE PROFICIENT: Five9 - Expert, Call Hub - Expert, InfoBip - Expert, Strive - Expert, Genesys - Advanced, Avaya - Advanced
- ADAPTABLE: I have the ability to adjust to any working environment and thrive Being able to learn and excel in any field I have been placed in, Have been able to handle whatever surprises, sense the customer's mood and adapt accordingly
- EMPATHIC: An ability to connect with and effectively engage with coworkers, customers and clients on their own level, Have been commended on my natural ability to help sooth and calm down upset customers And was complimented on my ability to cultivate a safe and open working environment for coworkers and managerial staff alike As well as, Passion for creating inclusive and affirming spaces for gender-expansive individuals
- DEPENDABLE: Was able to be the only employee to be able to train new recruits along side managerial staff one month into working the position And, Ability to work independently and take initiative in a remote work environment
Certification
- PSYCHOLOGICAL FIRST AID
- AN INITIAL DISASTER RESPONSE INTERVENTION WITH THE GOAL TO PROMOTE SAFETY, STABILIZE SURVIVORS OF DISASTERS AND CONNECT INDIVIDUALS TO HELP AND RESOURCES. PFA IS DELIVERED TO AFFECTED INDIVIDUALS BY MENTAL HEALTH PROFESSIONALS AND OTHER FIRST RESPONDERS. THE PURPOSE OF PFA IS TO ASSESS THE IMMEDIATE CONCERNS AND NEEDS OF AN INDIVIDUAL IN THE AFTERMATH OF A DISASTER, AND NOT TO PROVIDE ON-SITE THERAPY.
Timeline
RESOURCE CENTER CALLER AND TEXTER (SHIFT MANAGER)
Work Money - The Outreach Team Remote (US)
08.2023 - Current
VOTER CONTACT CALLER (TEAM LEAD)
Work Money - The Outreach Team Remote (US)
10.2022 - 01.2023
HEALTHCARE INSURANCE AGENT (UNLICENSED)
United Health Group - Concentrix Remote (US)
10.2021 - 12.2021
VACCINE HOTLINE REPRESENTATIVE
Mass Markets - MCI Remote (US)
01.2021 - 07.2021
CARE PROVIDER
Kindred HealthCare - Girling
01.2020 - 01.2021
Bachelor of Arts - Psychology
The University of Texas - Rio Grande Valley
- PSYCHOLOGICAL FIRST AID
- AN INITIAL DISASTER RESPONSE INTERVENTION WITH THE GOAL TO PROMOTE SAFETY, STABILIZE SURVIVORS OF DISASTERS AND CONNECT INDIVIDUALS TO HELP AND RESOURCES. PFA IS DELIVERED TO AFFECTED INDIVIDUALS BY MENTAL HEALTH PROFESSIONALS AND OTHER FIRST RESPONDERS. THE PURPOSE OF PFA IS TO ASSESS THE IMMEDIATE CONCERNS AND NEEDS OF AN INDIVIDUAL IN THE AFTERMATH OF A DISASTER, AND NOT TO PROVIDE ON-SITE THERAPY.
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