Yenni Madrigal

Direct a team to maximize customer satisfaction. Oversee recruitment, hiring, and training of customer service staff to sustain high customer service.

2-1-1 Program Manager (24/7 365 days per year Call Center) at Community Action partnership of Kern (CAPK) (2025-02 – Present)

Provide day-to-day operational management of the 2-1-1 Call Center including maintaining most efficient staffing of the call center, oversight of policy and procedures, and maintaining program accreditation.

• Recruit, develop, supervise, and provide leadership to 2-1-1 program staff and volunteers.
• Evaluate the program services for efficiency and effectiveness and revise and modify the program, as necessary.
• Monitor and evaluate 2-1-1 contracts, which include multiple counties, to ensure contract compliance.
• Work closely with contracted 2-1-1 counties and provide reports, invoicing, and technical support.
• Work collaboratively with grantees to meet sub contractors' requirements.
• With assistance from Division Director, monitor contract expenditures monthly to ensure expenditures are within budget guidelines.
• Must be able to manage the 2-1-1 program phone systems and be able to work with multiple databases, including running and developing various program reports.
• Ensure 2-1-1 program staff and volunteers are appropriately trained and review training program as needed to make any necessary changes.
• Required to participate and represent 2-1-1 program at local and state activities.
• Assist in marketing all aspects of the 2-1-1 program service.
• Provide back up for answering 2-1-1 program calls when needed for adequate coverage.

2-1-1 Program Supervisor (24/7 365 days per year Call Center) at Community Action partnership of Kern (CAPK) (2023-09 – 2025-02)

• Review, evaluate, and oversee the implementation of 2-1-1 Kern procedures and practices.
• Follow program procedures to ensure accreditation standards are being met.
• Work in collaboration with the Program Administrator to provide support to 2-1-1 Kern Staff and coordinate daily operations.
• Evaluate staff performance, provide coaching, and assist with developing annual goals.
• Provide training and technical assistance to employees, volunteers, and interns.
• Create and implement staff schedules and review employee timecards for accuracy.
• Provide problem assessments and utilize recognized professional and agency standards in carrying out the goal of resolution of caller's concerns.
• Maintain professionalism when working with the community.
• Utilize an online database system to monitor the accuracy of records of services requested and provided.
• Periodically survey agencies for information about services, document activities, and follow up with key contacts to ensure the ongoing maintenance of the 211 Kern database.
• Respond to requests for resource services and products offered by 2-1-1 Kern and assist with the production of publications and specialized directories generated from the database.
• Manage the 2-1-1 program phone systems and work with multiple databases, including running and developing various program reports.
• Ensure program follow-ups are completed in a timely manner.
• Represent 2-1-1 Kern through public presentations in the community and committee participation.

call CENTER LEAD/COODINATOR at san dimas medical grp (2020-02 – 2023-09)

• Supervise/manage 10 employees, answer patient calls and handle incoming calls accordingly.
• Schedule lunch and break hours accordingly for employees.
• Attend weekly Admin meetings and Call Center meetings as needed.
• Handle patient Complaints to make sure patients feel supported and valued.
• Adhering to company policies and procedures.
• Meet and Report to director of operations on a weekly basis or as needed.

Property Manager at Infinity Management (2017-10 – 2019-12)

As Property Manager maintain a clean safe property, collect monthly rents, lease units in a timely manner, work with vendors, manage maintenance personal and train assistant manager, turn in monthly certifications in a timely manner according to USDA and Tax Credit regulations, and always have property ready for inspections.

• Process applications and enter into Yardi, run background screenings for prospect tenants, reject, withdraw or approve applicants according to regulations.
• Maintain professionalism with tenants, applicants, vendors, inspectors and personnel.
• Work with lawyers for eviction process and court appearances.
• Solve tenant complaints promptly and efficiently.
• Physically walk and inspect the entire property of 80 units.
• Reports all liability and property incidents to the corporate office immediately.
• Provide constant vendor/ contractor communications concerning work scheduling, billings, vendor relations and certificates of insurance.
• Continuously market units as needed.

Assistant property manager (Promoted to Manager) at Infinity Management (2017-08 – 2017-10)

• Ensure that lease files are complete, and that completion of leases are being executed properly.
• Assists the manager with rental applications and sign new move-in contracts and addenda, as needed.
• Assists in conducting property inspections with local housing authorities, local regional and national government agencies, property owners and IMI asset Management team, as needed.
• Responsible for office opening on schedule, condition of office, grounds, and common areas.
• Attend professional development course as defined by IMI.
• Assist in maintaining records on all aspects of management activity on a daily, weekly, and monthly basis.

MA / Call Center Representative at San Dimas medical Group (2013-12 – 2017-10)

• Provided accurate and appropriate information in response to patient inquiries.
• Maintained up-to-date records at all times.
• Assisted with the development of the call center's operations, quality and training processes.
• Input patient accurate information in the system, schedule patients, complete follow-up calls with patients, pharmacy and Dr offices.
• Assist patients with appointments and complaints.
• Filing paperwork, faxing and mailing forms.
• Promote equal and quality care.
• Proficiently working with computers.

Clerk at Arvin High School (2011-02 – 2013-10)

• Greeting customers, organizing files, faxing and copying files.
• Helping staff with appointments.
• Arrange conference for staff.

Certificate in Medical assistant (ma) – Liberty Career College (2013)

High School Diploma – Arvin High school (2009)

Medical Coding and Billing – Bakersfield College (2012)