Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Vivian De La Cruz

New Windsor

Summary

Dynamic leader with a proven track record at enhancing service delivery and fostering operational efficiency. Skilled in effective problem resolution and detail-oriented coordination, I championed continuous improvement and team excellence. Expertise in quality assurance and client advocacy underpins my commitment to achieving high client satisfaction and organizational goals.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Residential Services Manager

Fearless Hudson Valley
04.2023 - Current
  • Established clear performance expectations and provided constructive feedback regularly, supporting professional growth for team members.
  • Led team meetings that fostered open communication, problem-solving, and continuous improvement initiatives among staff members.
  • Conducted regular assessments of resident needs to inform service planning and delivery adjustments as needed.
  • Championed a culture of accountability and excellence, fostering a sense of pride within the team while consistently delivering high-quality residential services.
  • Analyzed data on resident outcomes to identify trends and inform the development of targeted strategies for continuous improvement in service delivery.
  • Transforming conflict resolution strategies by mediating disputes between residents promptly while maintaining respect for all involved parties.

Family Justice Center Manager

Fearless Hudson Valley
08.2019 - 03.2023
  • Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
  • Checked facility, employee work and service levels to maintain compliance with company and industry standards.
  • Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
  • Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
  • Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
  • Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.

Domestic Violence Liaison

Fearless Hudson Valley
07.2015 - 08.2019
  • Developed individualized safety plans for clients, resulting in increased personal security and autonomy.
  • Connected clients with essential social services such as housing assistance, financial aid, and mental health counseling.
  • Evaluated program performance regularly by collecting data on service delivery effectiveness, leading to continuous improvement in service provision.
  • Developed partnerships with other community organizations to expand available resources for domestic violence victims, enhancing their access to comprehensive support services.
  • Enhanced victim safety by providing comprehensive support services and resources.
  • Advocated on behalf of clients during multi-disciplinary team meetings, ensuring that all relevant agencies were informed about their needs and concerns.

Health Insurance Navigator

Maternal Infant Services Network
09.2013 - 04.2015
  • Coordinated closely with departments at state and local level to ensure timely processing of applications, expediting coverage initiation for clients in need.
  • Worked diligently to resolve client disputes with insurance providers, advocating on their behalf for fair and satisfactory outcomes.
  • Contributed significantly toward increasing referral business by cultivating strong relationships built upon trust, professionalism, and expert guidance for each client served.

Quality Assurance Coordinator

Maternal Infant Services Network
01.2002 - 04.2014
  • Conducted regular audits to ensure adherence to established protocols, maintaining consistency across the organization.
  • Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals.
  • Enhanced product quality by implementing comprehensive QA processes and procedures.
  • Trained insurance enrollers on quality assurance principles, fostering a culture of accountability and high performance.

Education

Public Administration

Hostos Community College
Bronx, NY

Legal Secretarial Studies

Katherine Gibbs
New York, NY

Skills

  • Effective Problem Resolution
  • Competent Interview Methods
  • Detail-Oriented Coordination
  • Operational efficiency

Certification

  • Domestic Sex Trafficking Training
  • Safe and Together: Promoting Human Rights for Adults and Children Survivors of Domestic Violence
  • Cardiopulmonary Resuscitation Certification (CPR) – American Heart Association or Red Cross.
  • How to deal with difficult people

Languages

Spanish
Professional Working

Timeline

Residential Services Manager

Fearless Hudson Valley
04.2023 - Current

Family Justice Center Manager

Fearless Hudson Valley
08.2019 - 03.2023

Domestic Violence Liaison

Fearless Hudson Valley
07.2015 - 08.2019

Health Insurance Navigator

Maternal Infant Services Network
09.2013 - 04.2015

Quality Assurance Coordinator

Maternal Infant Services Network
01.2002 - 04.2014

Public Administration

Hostos Community College

Legal Secretarial Studies

Katherine Gibbs

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Vivian De La Cruz