Rick Balderas
San Antonio,TX
Summary
Social and community service manager with expertise in team leadership, strategic planning, and stakeholder engagement. Successful in aligning projects with community needs and organizational goals. Strong communication skills and ability to thrive under pressure. Demonstrates understanding and sensitivity to serving diverse populations.
Overview
23
23
years of professional experience
Work History
Unification Specialist
The Providencia Group
San Antonio, TX
11.2023 - Current
- Conducted initial interviews and ongoing case management with Unaccompanied Children, their sponsors and family in home country.
- Provided on-going case management assessments to ensure timely reunification.
- Worked closely with shelter staff, FFS, and leadership to provide updates, escalate concerns, and get guidance on complex cases.
- Provided Sponsor Suitability Recommendations in compliance with ORR standards.
Case Manager Reservist
National Emergency Management and Response (EMR)
San Antonio, TX
09.2021 - Current
- Coordinated case management and family reunification services for unaccompanied minor children at Office of Refugee Resettlement (ORR) Influx shelter
- Served as Intake/Discharge Task Force Lead, responsible for intake and discharge of minors, as well as managing a team of 15 case managers.
- Conducted and documented ORR UAC assessments and case files in accordance with ORR policies and procedures.
- Facilitated the timely release and discharge of children to identified family members or authorized caregiver/custodian, and documented the provision of services in each child's case file.
- Developed individualized care plans with input from clients and their families.
- Provided referrals to appropriate health care providers or other community resources.
Assistant Manager
USAA
San Antonio, TX
12.2009 - 02.2020
- Managed a social media team of 20 employees responsible for responding to the company page on Twitter, Facebook, Instagram, and internal member community boards.
- Applied knowledge of USAA products to build and deepen member relationships through needs assessments and offering USAA products and services based on individual member needs and life event identification.
- Launched unit initiatives to engage employees, as well as member satisfaction callbacks to gain perspective on member experience.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Applied experience leading, facilitating, mentoring, and coaching other colleagues.
Member Relationship Specialist
USAA
San Antonio, TX
03.2007 - 12.2009
- Acquired and applied advanced knowledge of products, services, sales, and processes. Recognized life events to determine appropriate solutions for members.
- Demonstrated proficiency in acquiring, servicing, and retaining products and services, including handling complex files and member complaints, with World Class Service in insurance, billing, helpline, auto loans, checking/savings and establishing multi-company relationships.
- Served as a resource to less experienced team members on escalation issues.
Technical Support Analyst
West Corporation, Cricket Wireless
San Antonio, TX
12.2001 - 07.2006
- Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
- Investigated root causes of incidents reported by users in order to identify underlying problems that may have caused them.
- Supported the development team during the deployment process by providing guidance on best practices for system configuration.
- Assisted with testing changes prior to release into production environment in order to minimize risks associated with deployments.
Education
MBA - Business Management
Our Lady of The Lake University
San Antonio, TX12-2016
Bachelor of Arts - Psychology
Texas A&M University
San Antonio, TX05-2012
Skills
- CPR Certification
- Bilingual in Spanish
- Staff Management
- Mentoring and counseling
- Quality Assurance
- Proficient in Salesforce, Outlook, and Microsoft Office
- Time Management
- Employee Scheduling
- Employee Interviewing
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Unification Specialist
The Providencia Group
11.2023 - Current
Case Manager Reservist
National Emergency Management and Response (EMR)
09.2021 - Current
Assistant Manager
USAA
12.2009 - 02.2020
Member Relationship Specialist
USAA
03.2007 - 12.2009
Technical Support Analyst
West Corporation, Cricket Wireless
12.2001 - 07.2006
MBA - Business Management
Our Lady of The Lake University
Bachelor of Arts - Psychology
Texas A&M University
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