Victoria Conrique
Norwalk
Summary
Experienced with multi-site management, team leadership, and operational optimization. Utilizes strategic planning to drive efficiency and enhance customer satisfaction. Track record of fostering team collaboration and achieving business goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
SIU Case Manager
Insight Service Group
03.2018 - Current
- 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.
- Managing SIU Investigations.
- Handle large caseload of injured workers files.
- Make recommendations to the insurance companies as needed.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
ISC Investigations
Case Manger Specialist
01.2010 - 03.2018
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Improved marketing to attract new customers and promote business.
- Enhanced communication between clients and service providers, resulting in better coordination of care.
- Conducted detailed assessments of clients'' needs, strengths, and barriers, ensuring appropriate resource allocation.
- Improved client outcomes by developing and implementing comprehensive case plans tailored to individual needs.
- Managed high caseloads efficiently, prioritizing cases based on urgency and need.
- Utilized motivational interviewing techniques to build rapport with clients and foster a supportive, non-judgmental environment for open communication.
- Trained new team members on best practices in case management, contributing to a consistent quality of care across the organization.
- Provided leadership, guidance and support to staff members.
District Loss Prevention Manager
Limited Brands Inc.
05.2005 - 11.2009
- Developed strong relationships with local law enforcement agencies for collaborative efforts in crime prevention.
- Enhanced store security by conducting regular audits, identifying vulnerabilities, and recommending improvements.
- Informed senior management of emerging loss prevention trends, enabling proactive adaptation to changing industry dynamics.
- Improved employee awareness on loss prevention policies through regular workshops and trainings.
- Increased efficiency in incident response by creating comprehensive emergency protocols for all store locations.
- Optimized resource allocation by analyzing data on store performance and prioritizing high-risk locations for targeted interventions.
- Secured company assets by overseeing the installation and maintenance of security systems such as CCTV cameras and alarms.
- Promoted a culture of accountability within store teams, encouraging employees to take ownership of their roles in preventing losses.
- Collaborated with store managers to develop comprehensive action plans for loss prevention initiatives.
- Supported talent acquisition efforts by assisting in the screening, interviewing, and selection process for loss prevention staff hires.
- Established a positive work environment through consistent enforcement of company policies and guidelines related to loss prevention.
- Supervised various locations, enforcing high-quality standards of operation.
- Ensured compliance with company policies and procedures as well as federal/state regulations by conducting regular audits of operational practices at each location within the district.
- Oversaw successful store openings, coordinating logistics, staffing, training, and promotional efforts to ensure smooth transitions for new locations.
- Developed and executed comprehensive training programs for store managers, resulting in improved employee performance and customer satisfaction.
- Coordinated regional marketing efforts to increase brand visibility within target markets, attracting new customers while retaining current clientele base.
- Implemented risk-management protocols for loss prevention, leading to a consistent decrease in shrinkage rates across the district.
- Reduced turnover rates by implementing proactive retention strategies designed to address potential employee concerns before they escalated into resignations or terminations.
- Developed and maintained strong relationships with vendors, negotiating preferential pricing and delivery terms to optimize supply chain efficiency while maintaining quality standards across the district.
Education
No Degree - Business
Cerritos College
Norwalk, CAHigh School Diploma -
Norwalk High School
Norwalk05-1991
Skills
- Problem-solving
- Case management
- Time management
- Case documentation
- Active listening
- Organization and multitasking
- Documentation and reporting
- Relationship building
- Conflict resolution
- Positive attitude
- Email and telephone etiquette
- Staff management
Accomplishments
- Supervised team of 50 staff members.
- Documented and resolved staffing issues which led to the proper staffing.
- Documentation - Wrote and edited documents to keep staff informed on policies and procedures.
- Exceeded monthly quota ten times.
Certification
WZ Certified
Timeline
SIU Case Manager
Insight Service Group
03.2018 - Current
ISC Investigations
Case Manger Specialist
01.2010 - 03.2018
District Loss Prevention Manager
Limited Brands Inc.
05.2005 - 11.2009
No Degree - Business
Cerritos College
High School Diploma -
Norwalk High School
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