Eileen Santana
Upland
Summary
Professional in employment services with focus on delivering impactful workforce solutions. Adept at job placement and career counseling, ensuring clients receive tailored support to achieve employment goals. Highly collaborative team player known for adaptability and commitment to results.
Overview
13
13
years of professional experience
Work History
Employment Services Specialist
San Bernardino County Transitional Assistance Department
San Bernardino, CA
01.2025 - Current
- Provide individualized case management, assessing client needs and developing tailored welfare to work plans.
- Reduce barriers to employment by coordinating supportive services such as transportation assistance, childcare arrangements, or work attire provision.
- Provide resources to support customers in achieving career goals.
- Maintain accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conduct thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Assist clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Facilitate access to employment resources for clients, enhancing job readiness and opportunities.
- Starting April 2026, I became the liason between Transitional Assistance Department and Workforce Development Department
- Assisted in job search activities by serving as a backup facilitator. Conducted job search orientation sessions for participants in job search classes. Performed regular check-ins with clients to verify proper completion of job search logs and offered helpful tips.
- Assessed client needs during job search check-ins, delivering actionable resume tips to optimize job application success.
Quality Assurance Coordinator
Equus Workforce Solutions
Bloomington, CA
02.2023 - 01.2025
- Reviewed and refined standard operating procedures in alignment with local, state, and federal legal requirements.
- Generated comprehensive weekly and monthly reports in CalJOBS to assess data accuracy.
- Conducted detailed file reviews to verify compliance with WIOA standards and contractual terms.
- Executed regular updates and maintenance of internal tracking systems to enhance operational efficiency.
- Facilitated training sessions for new and existing staff members to enhance team performance.
- Documented findings from case reviews and recommended corrective actions to enhance compliance.
- Developed and implemented quality assurance protocols to enhance operational efficiency.
Data Associate
The Center for Worker Training and Leadership
Remote
12.2023 - 04.2024
- Assist UFCW Local 770 with entering WIOA Dislocated Worker Applications into CalJOBS for participants that attended Rapid Response events due to layoffs
- Review applications for completeness and verify that all required Right to Work documents are attached to the application along with Selective Service Verification for Males born after 1960
- Enter data to CalJOBS for services provided to participants and prepare file to be sent to the State to make edits to participation dates
Talent Development Specialist
Equus Workforce Solutions
Redlands, CA
06.2022 - 02.2023
- Provided case management services to youth ages ranging 16-24 participating in Workforce Innovation and Opportunity Act (WIOA) Program
- Facilitated interviews with youth to assess eligibility for WIOA programs.
- Delivered comprehensive orientations aimed at preparing youth for successful job search experiences.
- Analyzed challenges and barriers impacting employment opportunities and educational program completion.
- Maintained accurate case notes and files on each participant
- Provided information of upcoming job fairs, upcoming training opportunities for advancement, and job leads
- Provided ongoing support and mentorship, fostering confidence in job seekers.
- Coordinated with community resources to expand support services for clients.
Specialized Case Manager
Maximus
Santa Ana, CA
01.2022 - 05.2022
- Provided intensive case management services to clients experiencing homelessness, victims of domestic violence, and teen parents
- Interviewed clients to evaluate eligibility for the Family Stabilization program
- Hold Multi-Disciplinary Team meetings with County and Contracted Partners to assess the family’s crisis and determine appropriate level of services and referrals
- Worked with clients to meet and achieve goals of self-sufficiency through assigned Welfare-to-Work activities
Case Manager
Maximus
Santa Ana, CA
07.2019 - 01.2022
- Provided Case Management services to families receiving CalWORKs benefits
- Followed up with clients to ensure that their needs are met and questions and concerns are resolved
- Worked with clients to meet and achieve program goals of self-sufficiency
- Assisted clients with obtaining services that help reduce barriers and achieve program goals
- Maintained accurate and timely case notes on all client contacts and document assigned activities
- Initiated non-compliance process to promote client engagement
- CA/Hybrid
Quality Assurance Specialist
Ad.IQ
Costa Mesa, CA
03.2019 - 07.2019
- Listened to recorded calls to ensure calls are handled professionally
- Identified areas of opportunity to exceed Customer Experience standards
- Prepared detailed report of client issues weekly to Operations Director
- Completed a full audit on client’s account to ensure that promises are being fulfilled
- Responsible for approving Customer Service team’s bonuses
Call Center Representative
Enterprise Holdings
Colton, CA
10.2013 - 07.2016
- Address over 150 customer service inquiries a day with an average call time of 2 and a half minutes
- Provide accurate and appropriate information to customer inquiries
- Trained and prepared over 20 new employees using various operating systems and proper phone etiquette
- Make reasonable and cost-effective decisions to increase customer satisfaction
- Facilitate and maintain the flow of information between management and lost and found to ensure call center objectives are met
Education
Bachelors of Arts - Psychology
California State University, Dominguez Hills
07-2018
Skills
- Adaptability
- Interpersonal skills
- Initiative
- Team player
- Leadership
- Attention to detail
- Time Management
Languages
Spanish
Timeline
Employment Services Specialist
San Bernardino County Transitional Assistance Department
01.2025 - Current
Data Associate
The Center for Worker Training and Leadership
12.2023 - 04.2024
Quality Assurance Coordinator
Equus Workforce Solutions
02.2023 - 01.2025
Talent Development Specialist
Equus Workforce Solutions
06.2022 - 02.2023
Specialized Case Manager
Maximus
01.2022 - 05.2022
Case Manager
Maximus
07.2019 - 01.2022
Quality Assurance Specialist
Ad.IQ
03.2019 - 07.2019
Call Center Representative
Enterprise Holdings
10.2013 - 07.2016
Bachelors of Arts - Psychology
California State University, Dominguez Hills