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0-5 years of experience
- Reported directly to senior management and managed 4 direct reports, increasing employee utilization by 9%
- Managed team with highest average revenue of $202K per month
- Promoted from sales consultant to Ombudsman within six months of start date
0-5 years of experience
- Helped formulate policies and procedures that assisted the organization investigate and resolve mass complaints. These were relied upon by over 2,000 case handlers and ombudsmen. They improved consistency of answers and boosted productivity by 30%
- Led project that improved organization’s culture of knowledge sharing. Carried out focus groups to understand behavior, identified risks and presented findings to directors and CEO. Worked collaboratively with other business lines to develop training, tailoring the sessions for every level of the organization. Effectively delivered the training
- Reviewed large volumes of evidence provided by banks and considered it using my in-depth knowledge of financial regulation and industry practice. Identified areas of risk and presented my recommendations to senior stakeholders
- External liaison for Lloyds Banking Group (“LBG”), responsible for around 150,000 complaints. Project managed various initiatives that improved LBG’s understanding of financial regulation. This led to bulk settlements and further policy alignment – reducing stock by 30%
- Successfully led work stream consisting of over 200+ case handlers. Devised and carried out training for case handlers and to facilitate their technical expertise by hosting further workshops and clinics. This allowed us to answer around 2,000 consumer complaints a week, whilst maintaining quality
0-5 years of experience
- Participated in weekly interdisciplinary team meetings to assist and address the needs of the residents
- Investigated complaints
- Successfully advocated for 15 residents who were facing unjust discharge from facility
- Provided education to residents regarding their rights per the Department of Aging and Disability Services (DADS)
- Successfully assisted wth the relocation of six residents into the community
- Assisted in the development and implementation of a Certified Ombudsman Training event (provided six CEU’s)
- Conducted Community Outreach and Fundraising. Raised 300 dollars for community event
0-5 years of experience
- Served as mentor for teachers and “at risk” students by modeling the expected behavior.
- Managed classroom and conducted small group lessons according to the Choice Theory and Georgia Performance Standards.
- Ensured students are meeting program expectations as outlined in their enrollment agreements.
- Evaluated student progress and effort in the seven competency areas on scheduled basis.
- Assisted 6 teachers with questions regarding curriculum, student behavior, school protocol and etc.
- Conducted several regular staff meetings and trainings to keep staff informed of progress and expectations.
- Responsible for administrative duties including weekly reports, student attendance, and grades reports.
6-10 years of experience
Center Director
- Monitored students’ academic progress, attendance, and behavior.
- Trained new hires on APlus, Naviance, What’s Next Illinois, Impact, Dashboard and Podio computer applications.
- Resolved student and staff conflicts; resulting in a decrease in disciplinary problems.
- Developed work assignments and weekly schedules.
- Welcomed and addressed questions and concerns from the public.
- Implemented all policies and procedures to insure productivity and safety of the center.
- Scheduled all appointments for student enrollment and facilitated parent teacher conferences.
0-5 years of experience
- Advocated for individuals living in long term care facilities
- Trained and supervised long term care ombudsman volunteers
- Kept detailed records of clients and cases
- Served long term care facilities across an eleven county region
- Provided information to clients regarding Medicare and Medicaid
- Co-coordinated annual Best Practices conference for Northern Michigan
10+ years of experience
Developed and implemented a format for taking subscriber concerns
- Researched and presented escalated cases to Administration, Physicians, and Regional Management Teams
- Reviewed and prepared Medicare Appeals
- Reviewed Family Fund referrals for possible financial help with their medical needs
- Coordinated provider concerns regarding provider evaluations for the Medical Director
- Orientation for new hire Medical and Provider Staff
- Member of the Society of Patient Representatives
0-5 years of experience
- Created newsletters and monthly information for navy families.
- Created and maintained a social media accounts for the command.
- Managed resources for navy families for both naval and community recourses.
- Participated in organization of command functions.
- Prepared and presented presentations to command personnel.
- Provided access to the appropriate level of the chain of command for necessary intervention, forward suitable requests or grievances, and assisted during a crisis or disaster all while maintaining strict confidentiality.
- Presented various services provided by Fleet and family services to command spouses and dependents.
0-5 years of experience
- Provided assistance, guidance, and support to parents who were navigating the special education system.
- Collaborated with the school system, administration, and parents to help resolve their concerns in a positive way by providing information and advice about the special education process, regulations, procedures, and policies.
- Implemented training course for new ombudsman recruits – speeding profitability.
0-5 years of experience
Navy Ombudsman
- Served as the Ombudsman for Special Boat team 20.
- Acted as an information link between command leadership and Navy families.
- Provided resource referrals when needed.
- Help in resolving family issues before they require extensive command attention.
- Kept the Commanding officer informed regarding the general morale, health, and welfare of the command families.
0-5 years of experience
- Professionally answered, screened and routed phone calls throughout the unit.
- Maintained current, accurate records on company contacts and other necessary resources.
- Informed and advised leadership on the resources that were available to the company.
0-5 years of experience
- Served as the single Point of Contact that enhanced the exchange of information and ideas between the leadership of the command and the family members of those serving within the unit.
- Trained and practiced the safe handling of Private Information on individuals.
- Experienced public speaker, briefing family members and command role players on Operational Security, Deployments, and Family Readiness.
- In charge of creating a thorough newsletter each month that shared the Commander’s vision but also gave proper information to military and family members.
- Advanced training in Sexual Assault Prevention and Response and support counseling.
0-5 years of experience
- Provided key resources for family members during deployments
- Maintained current resource files with information on military and civilian community agencies
- Facilitated communication between the Command and family members by acting as a liaison
- Empowered families to resolve their own issues by providing referral information
0-5 years of experience
- Conduct health care assistance research and outreach to identify systemic problems and trends and investigate complex or sensitive issues to obtain legal and ethical resolutions to ensure timely delivery of medical, mental health, legal, administrative and transition services
- Successfully investigated and resolved over 1300 complaints pertaining to dissatisfaction with organizational and military leadership, and issues related to medical care access, with a 98% satisfaction rate over 6 years
- Key liaison between TBI Clinic and Local, State, and National Government leaders and military commanders for matters regarding development of and Soldier participation in the Intrepid Spirit Intensive Outpatient Program
- Represent the Director at external meetings and conferences and meet with hospital staff to facilitate information exchanges to encourage the incorporation of beneficial suggestions for providing improved services and increasing the Quality of Life for the patients and family members
- Provide concise reports documenting results of investigations, identify existing and potential problem areas, suggest solutions or alternatives to existing procedures which contribute to those problems
0-5 years of experience
Official Representative of the Commanding Officer, establishing and maintaining communication and critical information flow between Ship’s command and the families of over 300 Sailors and Marines.
- Lead Family Club in fundraiser to provide programs to develop community cohesiveness and support for families of deployed Sailors and Marines. Raised over $4,500. For single deployment.
- Responsible for disseminating information both up and down the chain of command, including official Department of the Navy and command information, command climate issues, local quality of life (QOL) improvement opportunities, and critical care issues amongst the family.
- Point of contact for families of deployed service members, provide resource referrals when needed, and assist in resolving family issues before the issues require extensive command attention.
0-5 years of experience
- Created quarterly and as needed reporting functionality in new case management software adopted by the team
- Collaborated with Ellucian on functionality and testing of new case management software adopted by the team
- Trained team on basics of student financial aid to ensure accuracy of investigation and response to complaints
- Investigated identity theft cases including follow up reporting with federal agencies and local authorities
- Collaborated with executive leaders in each institution for escalated complaint resolution
- Responded timely and accurately to state and federal government agency concerns and student complaints including but not limited to Better Business Bureau, Dept. of Defense, Veteran’s Administration, Dept. of Ed including Office of Civil Rights, Dept. of Justice, Office of Inspector General and Attorney Generals.
- Responded timely and accurately to all accreditation agency inquiries
- Coordinated documentation collection and submission for subpoenas for all eight institutions
0-5 years of experience
- Performed data entry, filing, and other administrative duties.
- Processed court documents and assisted litigants to better understand legal procedures.
- Observed criminal and civil trials.
- Assisted the Ombudsman in organizing office space.
6-10 years of experience
- Served as a liaison between the U.S.N. command and families.
- Informed command regarding the overall health, morale, and welfare of families.
- Served as the primary communication link between families and the command, and channeled official information from command leadership to families.
- Advocated for families using knowledge of the system to access the appropriate chain of command for intervention and forward on suitable requests or grievances.
- Composed a hardcopy or electronic (monthly or quarterly) newsletter for distribution to all members and their families.
- Present on the Ombudsman Program at pre/post-deployment seminars for families.
0-5 years of experience
- Provide and submit information to Quality Department about special incidents, events and complaints
- Investigate complaints and concerns for residents in nursing homes, board and care homes and assisted living facilities.
- Effectively interact with government agencies, community members and seniors to investigate and resolve issues, concerns and/or complaints
- Ensure timely advocacy, and resolutions options for residents of nursing homes, board and care homes and assisted living facilities.
- Train staff, family and residents on residents right, and reporting policies
0-5 years of experience
- Advocate to the Long Term Care and Developmentally Disabled Population
- Completed intakes
- Conducted investigations
- Acted as a mediator between facilities and residents
- Participated in court pre-hearings
- Opened and closed cases
0-5 years of experience
- Duties included receiving calls and emails at all hours to assist family members of command and provide resource information for command families; worked closely with chain of command both on assigned ship and local base
- Started monthly “Fightin’ FORD†newsletter for public affairs
- Assisted in emergency situations and ability to maintain confidentiality
- Assisted in mentoring new Ombudsman, Family Readiness Group and executive advising
0-5 years of experience
Represent public interests concerning power and water issues and complaints. Facilitate conflict resolution, mediation and negotiation to avoid litigation costs, promote customer goodwill and reduce pressure of outside regulation.
- Resolve escalated power and water customer and constituency disputes by investigating and analyzing the relevant issue, and rendering final determination on behalf of SRP.
- Conduct trend analysis and provide recommendations to management on how to improve the effectiveness, efficiency and responsiveness of SRP policies, programs and services.
- Research and respond to customer inquiries from the Better Business Bureau (BBB), Arizona Corporation Commission (ACC), Arizona Attorney General’s office and other federal, state and local regulatory agencies
- Act as a liaison and customer advocate for power and water customers to management, including serving as mediator when necessary to resolve issues or complaints involving multiple parties.
0-5 years of experience
Community Relations Department
- Serve as an advocate on behalf of members to address concerns, complaints or psychosocial needs that are not otherwise resolved through daily operations process.
- Receive inquiries for dispute resolution from DCH: responsible for member facing, listen impartially and investigating the inquiries.
- Coordinate services with local community agencies and advocacy organizations to assure members have access to Covered Services and non-Covered Services.
- Responsible for collaborating with internal staff to ensure care coordination is in place to resolve the member’s concern, complaint or psychosocial need.
- Responsible for maintaining and tracking all member’s inquiries received for dispute resolution and outcome via a created tracking grid.
- Responsible for writing data set to support the evaluation of the effectiveness of the program and analyzing data/information from seeing trends concerning patterns of complaints.
- Responsible for Internal and External training of the Ombudsman Services provided to: all Health Plan staff, Community educational forum, DCH meet and greet, Health events in the community: which means working with Partnered Providers, Partnered facilities, Community Agencies, School, Churches and Community leaders.
- Responsible for monthly reporting which includes: Compliance & Regulatory reporting, Team Productivity, UMC Claims Report/Program Outcomes, DCH State Reporting, Team reporting for Board of Directors (BOD), etc.
0-5 years of experience
- The Ombudsman’s observes and reports conditions in nursing homes to the Regional Ombudsman. Informing residents of their rights under Federal and State Laws and assist them in protecting their rights
- Through regular visitation, the Ombudsman seeks to enhance the quality of life for long-term care residents by the investigation of complaints and staff to facilitate the resolution of problems
- Assure long-term care residents have the right to live their lives harmoniously and with dignity, feeling free to voice complaints or concerns without reprisal
0-5 years of experience
Project Director
- Direction of the senior companion volunteer program
- Budget administration
- Recruitment and supervision of staff and volunteers
- Writing of proposal and federal and state reports
10+ years of experience
- Investigate complaints
- Advocated Residents Rights in over 70 homes in multiple counties
- Complying with State and Federal Regulations
0-5 years of experience
- Volunteer Position
- Communicate with families of members stationed aboard the unit
- Direction from the Command of CGC
- Provide Information to outreach of referral resources
- Advocate for command families
0-5 years of experience
- Ensuring proper actions and necessary measures are taken to in order to resolve consumer complaints in accordance with federal and state laws, regulatory agencies such as the Consumer Financial Protection Bureau, (CFPB), Better Business Bureau (BBB), Attorney General’s, Congressman and various media outlets alike.
- Investigating and responding to consumer or regulatory disputes or inquiries regarding the servicing of a mortgage(s) in writing via mail, e-mail, and regulatory portals.
- Minimizing company risk and ensuring portfolio growth amongst investors.
- Evaluating all business units’ practices and methods within the company while creating process improvements to enhance and avoid future errors.
- Auditing and performing various quality control procedures to ensure proper documentation and secure information is sent out in order to protect the privacy of the consumer.
- Processing and overseeing millions of dollars in state and federal funding provided by the U.S. Treasury to assist borrowers in retaining home ownership by use of the Hardest Hit Funds program i.e. Keep Your Home California.
- Reviewed records sent by participating states to ensure all applications received were reviewed and returned back in a timely matter along with any escalated issues that may arise.
- Monitored and advised corporate cashiering and payment corrections to ensure all funds were being handled in accordance with the state and treasury guidelines.
- Provided feedback amongst other servicers in the industry to assure consistency and accuracy as loans were service transferred in and out of [company name] portfolio.
0-5 years of experience
- Planning, Developing, and Implementing behavioral health programs
- Client Rights and Grievance Officer for Stark County’s behavioral health consumers
- Monitoring and Oversight of Residential Housing Support Program
- Approving applications for Consumer Recovery Support Program
- Created Level of Care Assessment for housing placement
- Collaborating on the Mental Illness Developmental Disabilities (MIDD) Intervention team
- Human Rights Committee (HRC)
- S. FOX Resume
0-5 years of experience
- Enter data from Sailor’s Family Check-in Form obtained at briefs, into computer files and add them to email Distribution List.
- Serve as a primary link between the families and the command.
- Attend to Ombudsman briefs during Orientation week.
- Information and Referral Specialist.
- Build and manage the Ombudsman’s social media profile and presence.
- Relay information to the families via the Ombudsman Facebook page and email.
- Report to the Commanding Officer, Executive Officer, and Command Master Chief.
- Maintain frequent contact with the command.
- Maintain strict confidentiality.
0-5 years of experience
- Negotiating/Mediating
- Evaluate and resolve complaints
- Monthly and quarterly reporting
- Recognize potential safety hazards and issues
- Conduct interviews and investigations
- Public speaking
- Advocate for residents
- Facility evaluations
0-5 years of experience
- Communicates with the media. Responds to inquiries, assists in the preparation of press releases and communication with the public. Oversees and develops website and social media content. Reviews external communication forms, form letters and other documents. Authorized to speak on behalf of the Agency to all media outlets and sources. Responds to media and public records requests.
- Communicates with the Governor’s Office and members of the Legislature resulting from legislative proposals that impact the agency. Meet with legislators, legislative staff and other stakeholders regarding legislative matters. Advocates on behalf of the administration’s legislative agenda and issues. Assists the Agency Director in representing the agency at legislative committee hearings.
- Drafts amendments for legislators, legislative staff and the administration. Coordinate and monitor the implementation of enacted legislation. Communicates with and drafts rules for the Agency with the Governor’s Regulatory Review Council.
- Develops and creates agency publications such as instructional videos, pamphlets, and news stories for general public consumption and construction industry stakeholders.
- Researches and advises on agency policy. Compiles historical data on policies as needed. Provides public and legislative perspectives on agency policies.
- Communicates with employees of the Legislature, State Ombudsman, and the Governor’s office resulting from constituent inquiries, and serves as the Agency Ombudsman.
- Supervisory responsibility for assigned staff.
- Oversees and coordinates audit response with Agency Leadership. Ensure Agency is compliant on audit items and requests.
- Acts as an impartial representative in the capacity of Agency Ombudsman, researches public complaints and recommends alternate Agency decisions, as appropriate.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
