Hi, I’m
Rita Valadez
Antioch,CA
Summary
Accomplished professional with expertise in eligibility services at the County of Alameda Social Services Agency. Demonstrated integrity and strong verbal communication, enhancing customer satisfaction by 20%. Proficient in Microsoft Office and skilled in documentation processes, consistently meeting deadlines and improving operational efficiency through effective problem-solving and collaboration.
Overview
2
Languages
27
years of professional experience
Work History
County of Alameda Social Services AgencyOakland, CA
Eligibility Service Technician
03.2016 - 03.2025
Job overview
- Reviewed All Aide applications for completion, screened and reviewed for accuracy and for Emergency Services, conducted interviews and determined eligibility.
- Handled specialized caseloads such as employee caseload, Refugee cases, GA and other sensitive cases such as safe at home.
- Worked side by side with fraud investigators and appeal officers.
- Diagnosed and troubleshot problems, correcting system errors.
- Increased customer satisfaction by providing timely and efficient service.
- Consistently met project deadlines under pressure situations while maintaining high-quality work.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Maintained detailed records by entering clear and concise case comment enabling better tracking of recurring issues and proactive solutions implementation.
County of Alameda Social Services AgencyOakland, CA
Eligiblity Support Clerk
08.2012 - 03.2016
Job overview
- Provided backup support to duties as Eligibility Service Technicians, including answering phones and directing calls appropriately. Reviewing applications for completion and collection documents.
- Registering new applications for processing of All Aides.
- Assisted with the onboarding process for new employees, providing necessary training and resources for a smooth transition.
- Conducted thorough research to gather pertinent information for various projects, contributing to informed decision-making processes.
- Reduced response time to customer inquiries with prompt and accurate communication.
- Streamlined office operations for improved productivity through effective document management and organization.
- Demonstrated excellent attention to detail in proofreading documents before distribution or submission.
- Assisted colleagues with various tasks during peak periods or absences to maintain optimal workflow efficiency at all times.
- Contributed to a positive work environment by consistently demonstrating professionalism, reliability, and teamwork.
- Handled sensitive information with discretion while maintaining confidentiality according to established protocols.
- Prepared detailed reports to track progress, highlight achievements, and identify areas for improvement.
- Facilitated interdepartmental collaboration by maintaining open lines of communication between teams.
- Coordinated schedules for meetings, events, and appointments while effectively managing potential conflicts or overlaps.
- Built rapport with customers through empathetic listening skills coupled with genuine assistance in resolving their concerns.
- Managed inventory levels for office supplies, ensuring availability of essential items while minimizing waste and costs.
- Processed incoming mail, ensuring timely distribution and accurate recordkeeping.
- Enhanced customer satisfaction by efficiently addressing and resolving support inquiries.
- Improved data accuracy by meticulously reviewing and updating records in internal systems.
AT&T Call CenterOakland, CA
Bilingual Customer Service Representative
05.2000 - 01.2012
Job overview
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- 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.
- Utilized [Language] proficiency to build relationships with [Language]-speaking customers.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Met customer service objectives by providing superior customer service to [Language]-speaking customers.
Blockbuster VideoOakland, CA
Store Manager
02.1998 - 01.2001
Job overview
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Supervised guests at front counter, answering questions regarding products.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Developed strategies for attracting new customers by analyzing demographic data and conducting targeted marketing initiatives.
Education
Laney CollegeOakland
Some College (No Degree) from Business Administration Certificate
Western Career CollegeEmeryville, CA
Associate of Applied Science from Criminal Justice
Colorado Techical UniversityColorado Springs, CO
Bachelor of Science from Criminal Justice In Human Services
08.2027
Skills
- Integrity in professional conductSkilled in documentation processesProficient in interview methodologiesUnderstanding of cultural narrativesStrong verbal communicationRecord-keeping proficiencyClear oral communication skillsMicrosoft officeData entryInterviewingAppointment schedulingDocumentation and reportingRecord keeping Knowledgeable in Word, Excel and Power-Point
Accomplishments
- Supervised team of 12 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Eligibility Service Technician
County of Alameda Social Services Agency
03.2016 - 03.2025
Eligiblity Support Clerk
County of Alameda Social Services Agency
08.2012 - 03.2016
Bilingual Customer Service Representative
AT&T Call Center
05.2000 - 01.2012
Store Manager
Blockbuster Video
02.1998 - 01.2001
Colorado Techical University
Bachelor of Science from Criminal Justice In Human Services
Laney College
Some College (No Degree) from Business Administration Certificate
08.2015
Western Career College
Associate of Applied Science from Criminal Justice
01.2010