Victor Aleman
Lorton
Summary
Experienced bilingual human services professional with 14 years in case management, behavioral intervention, and crisis de-escalation. Supports adolescents and diverse populations in structured environments, fostering personal growth and life skills development. Delivers remote and in-person client support, maintains detailed documentation, and collaborates with multidisciplinary teams for comprehensive care.
Overview
17
17
years of professional experience
Work History
Client Support & Case Management Specialist
TTEC
Remote
11.2023 - Current
- Assess client needs, develop individualized interventions, and support personal growth and problem-solving
- Provide structured behavioral support and case management to clients in diverse settings, including remote and in-person interactions
- De-escalate emotionally charged situations using active listening and solution-focused techniques
- Collaborate with internal teams and external stakeholders to ensure coordinated, client-centered service delivery
- Maintain detailed and compliant documentation, including case notes, progress tracking, and outcome reports
- Operate within strict confidentiality and regulatory guidelines
Client Support & Behavioral Services Lead
AV Wireless LLC
Alexandria
08.2009 - 11.2023
- Provided behavioral support and guidance to 100+ clients, resolving conflicts and promoting positive outcomes
- Applied de-escalation techniques to manage high-stress situations, achieving a 95% conflict resolution success rate
- Fostered structured and supportive environments that improved client behavior and satisfaction
- Built trust and rapport through consistent, respectful, and structured communication
- Mentored and trained 15+ team members in professional communication, accountability, and client-centered practices
- Maintained accurate case documentation of client interactions, incidents, and outcomes
Education
Business Administration Coursework - Case Management & Documentation, Behavioral Intervention & De-escalation, Adolescent Development, Crisis Intervention Techniques
Northern Virginia Community College
Annandale, VASkills
- Case Management & Documentation
- Crisis Intervention & Conflict Resolution
- Motivational Interviewing
- Trauma-Informed Care
- Behavioral Intervention & De-escalation
- Youth Mentorship & Life Skills Development
- Individual & Group Support Techniques
- Team Collaboration & Treatment Coordination
- Adolescent population experience
- Flexible scheduling
- Problem-solving abilities
- Analytical thinking
- Communication & Rapport Building
- Cultural Competency
- Active listening
- Staff training
- Team collaboration
- Trust building
- Stress management
- Follow-up care coordination
Volunteer Experience
- Volunteer Soccer Coach, Mentored 30+ youth in teamwork, discipline, and accountability, Applied behavior management strategies to reinforce positive peer interactions, Created safe, structured environments supporting emotional regulation and confidence
- Family & Community Youth Mentor, Guided adolescents through behavioral and personal challenges, Supported decision-making, life skills development, and accountability, Served as a consistent role model reinforcing structured routines and positive behavior
- Toastmasters Member, Strengthened public speaking, active listening, and interpersonal communication skills, Delivered structured presentations and provided constructive feedback, Participated in leadership and collaborative group development
Timeline
Client Support & Case Management Specialist
TTEC
11.2023 - Current
Client Support & Behavioral Services Lead
AV Wireless LLC
08.2009 - 11.2023
Business Administration Coursework - Case Management & Documentation, Behavioral Intervention & De-escalation, Adolescent Development, Crisis Intervention Techniques
Northern Virginia Community College