Rosie Munoz
Menifee,CA
Summary
Dynamic professional with a proven track record at Western Dental Services Inc. and Borrego Health Foundation, Riverside County District Attorney Division of Victim Services excelling in client support and crisis intervention. Supporting medical and dental clients/patients enhancing community outreach. Adept at analytical problem-solving and effective communication, I successfully coordinated resources, provider specialty referrals, and engaged clients, enhancing service delivery. Committed to fostering collaborative teamwork and advocating for community needs.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Ready to help team achieve organization goals. Fluent in Spanish and skilled in community networking and case management.
Overview
16
16
years of professional experience
Work History
Office Assistant
Riverside County District Attorney's Office
04.2025 - Current
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited document processing with accurate data entry and timely filing.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.
- Ensured timely completion of projects by coordinating resources across multiple teams effectively.
- Supported executive staff with well-prepared reports, presentations, and meeting materials.
- Fostered positive work environment, coordinating team-building activities and maintaining clean and organized office space.
- Streamlined communication within office, ensuring timely dissemination of important information to all staff members.
- Contributed to project success by assisting with research and data compilation, allowing for more informed strategy development.
- Assisted in preparation of reports and presentations, which contributed to informed decision-making processes.
- Increased team productivity, organizing and scheduling appointments and meetings without overlap.
- Enhanced staff communication, creating comprehensive internal directory with contact information and areas of expertise.
- Facilitated smooth workflow by efficiently handling multiple administrative tasks simultaneously, prioritizing according to urgency and importance.
- Managed incoming and outgoing correspondence, ensuring prompt and accurate delivery of information.
- Ensured operational continuity, providing critical administrative support during staff absences and peak workload periods.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Utilized office management software to record and track customer information.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Compiled and analyzed data to produce reports.
- Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Coordinated and scheduled meetings and appointments.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Eligibility Service Clerk Specialist
Department of Social Services
12.2023 - 04.2025
- Improved data accuracy with meticulous record-keeping and regular database maintenance.
- Increased productivity by regularly identifying areas for improvement within the workflow process and implementing changes accordingly.
- Demonstrated adaptability by effectively managing fluctuating caseloads during peak periods or staff absences without compromising accuracy or timeliness of decisions.
- Collaborated with team members to ensure seamless service delivery in high-volume periods, reducing wait times for clients.
- Assisted in training new staff members on company procedures, contributing to a cohesive work environment.
- Successfully completed all assigned tasks while maintaining a high level of accuracy and professionalism, contributing to positive outcomes for both clients and the organization.
- Processed and certified documents for accuracy and compliance with government regulations.
- Prepare and maintain other documents associated with the eligibility and service benefits processes: maintain records for use in the development of workload and productivity statistics.
- One plus year of Social Service Aids or similar agencies experience gained.
- Reviewed SNAP, Medical, and childcare application for completion and accuracy. Provided discrepancies to the attention of the eligibility or social worker responsible for the case; files required forms and verification in an established filling order. completed noticed of action and other required forms following eligibility determination; collected late income reports from clients reviewing for accuracy.
- Trained staff on current eligibility requirements and policies.
- Interviewed applicants and explained scope of different available benefits.
- Engaged wider departments in accurate, timely paperwork completion.
- Built relationships with diverse stakeholders to achieve successful program implementation.
- Assisted clients with completion of applications and paperwork.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Gathered, organized and input information into digital database.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Educated staff on organizational mission and goals to help employees achieve success.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Collected, arranged, and input information into database system.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Developed training materials to enhance staff proficiency and productivity.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Conducting pre-screening and other interviews with applicants and clients using standardized forms to obtain personal, and financial data required to determine eligibility fot one or more public social service aids ans/or basic information required to authorize social service plans. Promotes self-sufficiency.
- Conducted Live Scan for the DPSS team for childcare providers and temp employee's.
Client Support Professional Specialist
Borrego Community Health
08.2017 - 07.2023
- Collaborated with cross-functional teams on complex cases, working together towards speedy resolutions that exceeded client expectations.
- Enhanced client satisfaction by promptly addressing concerns and providing effective solutions.
- Achieved high customer satisfaction ratings by consistently going above and beyond in addressing client concerns and providing tailored solutions to their needs.
- Led periodic reviews of support processes to identify areas for improvement, increasing departmental efficiency over time.
- Maintained detailed records of client interactions in CRM systems, promoting effective collaboration among team members for case management.
- Established strong relationships with clients through proactive outreach, building trust and loyalty in the brand.
- Contributed to the development of training materials for new Client Support staff, increasing departmental efficiency and consistency in service delivery.
- Managed a high volume of inbound inquiries, maintaining composure under pressure while delivering exceptional service.
- Delivered personalized client support, leading to higher overall satisfaction rates and repeat business.
- Provided expert guidance on product features, enhancing user experience and driving brand loyalty.
- Mentored junior team members by sharing best practices in handling challenging client issues, promoting a culture of continuous learning and improvement.
- Conducted case management activities and services with multidisciplinary team.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Health Care case load coordinator- Ensuring patient treatment plan services are completed and taken care.
- Facilitated 200 plus workshop yearly.
- Health and Dental Raised awareness in 10 plus community Health and dental awareness campaigns, like National Health Month (February) and Oral Health Month (October), raise awareness by highlighting the link between oral health and overall well-being, promoting good hygiene, and advocating for access to care, involving activities such as free screenings, school programs, and policy efforts to combat issues like preventable childhood cavities and the impact of poor oral health on conditions like heart disease.
- Enhance patient/client satisfaction-Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
Case Manager Coordinator
Western Dental
05.2010 - 07.2017
- Assisted patient in crisis situations by providing immediate intervention and connecting them with relevant resources. Referrals to specialties.
- Monitored brands, products, and OSHA agency personnel for compliance with California adoption and foster care regulations and laws.
- Collaborated with American Dental Association and other resource providers to offer clients/patient access to community services.
- Monitored progress towards goals regularly, adjusting case management plans as necessary for optimal success.
- Conducted thorough assessments of client needs, strengths, and risks to inform appropriate interventions and support services.
- Ensured compliance with federal, state, and agency regulations through meticulous record-keeping practices.
- Reviewed caseworkers' client cases and made recommendations for additional actions and improvements.
- Improved client outcomes by developing and implementing individualized case management plans.
- Facilitated multidisciplinary team meetings for comprehensive care planning and improved client satisfaction.
- Implemented new initiatives and procedures to increase knowledge and availability of client services.
- Mentored new case managers, sharing valuable insights from years of hands-on experience in the field.
- Promoted diversity awareness within the workplace by initiating inclusive cultural competence training programs.
- Developed tailored recommendations for improvement in case management processes based on data analysis findings.
- Assisted clients in navigating medical and dental plan benefits, and public benefits to gain access to valuable resources.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Participated in community events to promote services and engage with public.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Collaborated with community members to develop and implement service initiatives.
- Established and maintained relationships with key stakeholders.
- Partnered with local organizations to expand access to social and community services.
- Advocated for social and community service programs to increase awareness and funding.
- Researched best practices and developed strategies to improve program outcomes.
Education
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Diamond Bar, CA06-2013
Skills
- Collaborative teamwork
- Supportive interpersonal skills
- Client support
- Analytical problem-solving
- Prioritization and scheduling
- Proficient in managing multiple tasks
- Proficient in computer applications
- Proficient in handling multiple tasks
- Clear interpersonal communication
- Effective organizational skills
- Crisis Intervention
- Case Management
- Conflict resolution
- Public Speaking
- Resource Coordination
- Community Networking
- Advocacy Strategies
- Trauma informed Care
- Detail-oriented approach
- Experienced with Microsoft Office applications
- Reliable and accountable
- Responsive to new challenges
- Efficient data input
- Strategic decision-making
- Effective listening
- Problem-solving skills
- Client engagement
- Composed in high-pressure situations
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 25 staff members. Professionals -Dental providers and RDA and front dental and medical staff.
- Collaborated with team of 5 in the development of new customer service financial and claims department. .
- Promoted to Case Manager after 2 years with the company.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls. Ensuring all dental and medical diagnosis completed to ensure patients health was not at risk.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Designed a more efficient Excel template to track and manage office personnel calendars and daily meetings.
- Updated and maintained company database to reflect current and accurate client records for more than 150 accounts.
Timeline
Office Assistant
Riverside County District Attorney's Office
04.2025 - Current
Eligibility Service Clerk Specialist
Department of Social Services
12.2023 - 04.2025
Client Support Professional Specialist
Borrego Community Health
08.2017 - 07.2023
Case Manager Coordinator
Western Dental
05.2010 - 07.2017
Bachelor of Science - Criminal Justice Administration
University of Phoenix