Rosalina Ramos
The Bronx,NY
Summary
To gain employment in a reputable organization where I can apply my skills to meet and exceed employers' expectations and enhance customers' experience.
Overview
18
18
years of professional experience
Work History
Bilingual Exit Planner/Case Manager
DocGo/Carter Lard Consulting
New York, NY
12.2023 - Current
- Provide comprehensive case management support to Asylum seeking families. By developing rapport with the guests ensuring their wellness. Fostering autonomy, from city housing program provided through HERRC, Hanyc, NYCEM and HPD.
- Meeting with the families to asses individual needs and implement feasible comprehensive service plans. In order to identify and address exit barriers.
- Connect and provide referrals to essential services. In order to address issues regarding their immigration , educational, employment, medical, housing and other needs.
- Follow up with families to enforce service plans, document progress and address obstacles. Resulting in guests taking accountability for their families progress during their stay at the facility.
- Utilizing tools such as Salesforce to capture guests demographic, work, educational immigration data and service plan details. Referencing the same for context on previous meetings, reviewing and updating guests progress. Ensuring guests service plan is effective and adjusting as needed.
- Submitted daily end of shift report that monitored data regarding total meetings, housing referrals & reconnections completed. Summarized trends noticed in meetings, tasks and resources provided. Documenting obstacles and feedback communicated during guests meetings.
- Completing tasks independently, while consulting with onsite supervisors, managers and HPD/HERRC staff. To ensure work is completed in alignment with program objectives and ensure the integrity of the program.
CSR/ QA/ Team Lead
Xerox
RTP, NC
06.2006 - 02.2016
- Answered 300+ inbound calls, provided resolutions, educated customers, generated sales leads, and achieved Top Agent recognition.
Bilingual Intake Specialist/Administrator
Vortex/DocGo
New York, NY
05.2023 - 12.2023
- Receive and triage guests coming into the Migrant Welcome Center.
- Completed intake and discharge of guest in the HERRC/NYCEM/Hanyc/HPD program. Providing excellent customer service to families during their stay at the facility.
- Assisted clients by providing clear guidance on the intake process. Completed facility transfers, travel arrangements and maintenance requests.
- Distributed meals, hygiene items and assisted staff managing inventory .
- Helping guests with with complex situations and answering questions regarding in house services. Providing referrals for available resources managed by the program. Resulting in increased understanding and engagement.
- Gathered guests data through assessments pertaining to current school, housing and immigration needs. Data used to provide necessary resources to address needs.
- Keen ability in escalating issues to onsite management as deemed necessary. Utilize Salesforce for contextual referencing of the guests issue/contact history.
- Maintained high levels of data entry, accuracy and compliance, ensuring all information was correctly entered into the Salesforce CRM systems and spreadsheet reports.
Case Manager Supervisor/Resident Manager
Working Together Inc
Nyc, NY
09.2018 - 02.2023
- Provided ongoing support to case managers. Using proven coaching and training techniques to improve problem-solving strategies. Listening to staff and adjusting strategies as needed. In order to create a healthy work environment by communicating effectively. Empowering staff to build on their skills and promoting growth within the organization.
- Managed staff attendance to ensure adequate coverage.
- Collaborated with other departments to develop a cohesive work flow. Promoting a culture of collaboration and teamwork. Resulting increase in client progress and satisfaction with services rendered by staff.
- Reduced caseload backlog by efficiently prioritizing cases and delegating tasks to appropriate staff members.
- Ensuring legal compliance of client confidentiality and accurate case note documentation. As well as organizational policies and procedures compliance, to the best of our ability. .
- Developed strong relationships with community partners to facilitate access to resources for clients in need.
- Managed and process payments in a timely manner to reduce issues and interruption in housing placement. Ensuring optimal allocation of resources based on client needs and program goals.
- Completed weekly/monthly report regarding staff metrics, room availability, room assignment and inventory.
Training Ambassador
Amazon
Carteret, NJ
04.2016 - 09.2018
- Supported development of training programs, optimized training methods, guided employees towards training goals, and documented training data.
Education
H.S. Diploma -
Colegio San Lazaro
Rio Piedras, PRHealth Office Administration Certificate -
Monroe College
Bronx, NYPsychology -
Capella University
USASkills
- Excellent Customer Service Skills
- Bilingual (English/Spanish)
- Proficient in translating & interpreting
- Effective Critical thinking & listening skills
- Strong written & oral communication skills
Volunteer Experience
Youth Coordinator, IESP Church, 01/01/12, 12/31/16, Oversee youth program., Develop and facilitate programs., Organize fundraising events.
Timeline
Bilingual Exit Planner/Case Manager
DocGo/Carter Lard Consulting
12.2023 - Current
Bilingual Intake Specialist/Administrator
Vortex/DocGo
05.2023 - 12.2023
Case Manager Supervisor/Resident Manager
Working Together Inc
09.2018 - 02.2023
Training Ambassador
Amazon
04.2016 - 09.2018
CSR/ QA/ Team Lead
Xerox
06.2006 - 02.2016
H.S. Diploma -
Colegio San Lazaro
Health Office Administration Certificate -
Monroe College
Psychology -
Capella University