Lidia Mercado
Mesa,AZ
Summary
Highly organized and empathetic professional with a background in social work seeking to transition into a career in human resources. Skilled in building relationships, identifying and developing talent, and providing support to individuals in need. Excited to leverage strong interpersonal skills, commitment to diversity and inclusion, and passion for connecting people with opportunities to excel in a new role in human resources.
Overview
11
11
years of professional experience
Work History
Supervisor, 211 Operations
Solari, Inc
05.2020 - Current
- Respond quickly and effectively with resolution to issues escalated by 211 Program Specialists and 211 Program Leads
- Actively monitor the agent status system to help manage the work activity of the program specialists; including incoming and outbound contacts, queues, delay times, and the status of program specialists to accept new calls in a timely manner
- Responsible for daily scheduling and staffing, overseeing the management or managing floor coverage (lunches/breaks), call flow and overtime; ensures staffing is effective, meets contractual requirements, and operates with fiscal responsibility
- Promoted from Program Specialist to Team Lead in October 2021. Promoted from Team Lead to Supervisor in November 2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Service Priority Specialist
UMOM New Day Centers
03.2018 - 05.2020
- Provide comprehensive case management services to clients, including conducting assessments, developing individualized service plans, and coordinating resources to support their needs.
- Collaborate with a multidisciplinary team to ensure the delivery of integrated services that promote clients' well-being and self-sufficiency.
- Monitor clients' progress towards goals, evaluate outcomes, and adjust service plans as needed to address changing needs and circumstances.
- Met with, on average, 10 families a day; screening for shelter or diverting them from homelessness.
Case Manager
Salvation Army
02.2017 - 03.2018
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Caseload averaged 8 families at a time.
Human Resource Assistant
Phoenix Elementary School District #1
01.2016 - 02.2017
- Provided general administrative support to the HR team, including filing paperwork, organizing documents, and responding to employee inquiries in a timely manner
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Conducted new hire orientation to verify completion of appropriate onboarding paperwork, recording information on human resources database.
- Supported talent acquisition efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
Human Resource Office Assistant
Maricopa County
05.2014 - 01.2016
- Provided administrative support during annual benefits enrollment periods resulting in a simplified process for both HR professionals and employees alike.
- Managed office supply inventory, ensuring cost-effective purchasing decisions were made while maintaining adequate stock levels for daily operations.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Answered and redirected incoming phone calls for office.
Education
Bachelor of Science - Family & Human Development
Arizona State University
Tempe, AZSkills
- Decision-making
- Complex Problem-solving
- Compassionate & emotionally intelligent
- Effective communication
- Processes and procedures
- Training and mentoring
Languages
Spanish
Native or Bilingual
Timeline
Supervisor, 211 Operations
Solari, Inc
05.2020 - Current
Service Priority Specialist
UMOM New Day Centers
03.2018 - 05.2020
Case Manager
Salvation Army
02.2017 - 03.2018
Human Resource Assistant
Phoenix Elementary School District #1
01.2016 - 02.2017
Human Resource Office Assistant
Maricopa County
05.2014 - 01.2016
Bachelor of Science - Family & Human Development
Arizona State University
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