Adanely Ramos Hernandez
Hialeah,FL
Summary
Friendly and efficient customer service associate devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable regarding multiple industry standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Social Worker
Las Mercedes Medical Center
08.2024 - Current
- Updated client documentation for accurate, compliant and current records.
- Interviewed clients, families, or groups to assess situations, limitations and issues and implement services to address needs.
- Collaborated with multidisciplinary teams to ensure appropriate care coordination and resource allocation for clients.
- Educated families on available community resources, connecting them with essential services such as housing assistance, financial aid, or healthcare providers.
- Supported clients and families with empathy and compassion during difficult times.
- De-escalated stressful situations through individual and family crisis interventions.
- Maintained accurate case documentation, ensuring compliance with regulatory standards and facilitating informed decision-making by team members.
- Improved client well-being by conducting comprehensive assessments and developing tailored intervention plans.
- Conducted home visits to assess living environment and facilitate access to necessary resources.
- Assisted clients with navigating and accessing social services such as housing and medical care.
- Increased client engagement in treatment plans by building trusting relationships through empathetic listening and consistent support.
- Coordinated external healthcare professionals to uphold high-quality, person-centred care.
- Assisted clients in navigating the legal system, attending court hearings as needed and providing support throughout the process.
- Enhanced protective measures for children and vulnerable adults with thorough investigations and interventions.
- Developed and maintained strong relationships with community resources for successful referrals.
- Participated in interdisciplinary team meetings to coordinate care for clients.
- Devised and implemented community-based programs to promote mental health awareness.
- Facilitated psychoeducational classes to help clients develop life skills.
Security Officer
Magic City Casino
08.2023 - Current
- Checked for safety hazards and took corrective action when necessary.
- Monitored surveillance cameras and responded to suspicious activity.
- Conducted regular security patrols of the facility grounds, parking lots, and perimeter areas.
- Investigated all reported incidents of theft or vandalism on premises.
- Enforced access control measures in accordance with established procedures.
- Responded to alarms and conducted investigations as required.
- Confirmed visitor identification prior to granting entry into the building.
- Assisted in the development and implementation of security policies and procedures.
- Maintained accurate logs of all security related activities.
- Provided escorts for visitors as needed throughout the facility.
- Performed first aid and CPR when necessary during emergency situations.
- Participated in training sessions to stay up-to-date on current security trends and best practices.
- Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
- Investigated any suspicious persons or vehicles on premises and contacted appropriate authorities if necessary.
- Inspected fire extinguishers to ensure they were properly charged and operational.
- Prepared detailed reports regarding daily activities, unusual occurrences, maintenance issues.
- Assisted with crowd control during large events held at the facility.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Provided assistance to other departments as needed such as deliveries from vendors or contractors.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations.
- Enforced security regulations and escorted non-compliant individuals to private areas for processing.
- Wrote reports outlining thefts, unauthorized access violations or other unusual occurrences to help support later criminal or civil actions.
- Responded to medical emergencies before paramedic and law enforcement arrival.
- Monitored access control systems and key code records for suspicious activities.
- Investigated reported incidents to protect company assets.
Tutor
Self Employment
01.2023 - Current
- Prepared and administered tests to assess student understanding of course material.
- Conducted individual tutoring sessions with students to help them improve their academic performance.
- Provided comprehensive feedback on student progress, including areas for improvement and successes.
- Demonstrated various teaching techniques to engage students in the learning process.
- Developed lesson plans tailored to the needs of each student.
- Assisted students in developing effective study habits and strategies for success in school.
- Encouraged students to ask questions about topics they did not understand.
- Maintained accurate records of student attendance and progress.
- Organized group activities that allowed students to practice problem-solving skills collaboratively.
- Facilitated small-group discussions to increase comprehension of course material.
- Helped students develop critical thinking skills by engaging them in interactive dialogue about challenging concepts.
- Provided personalized guidance and support for students during office hours.
- Created a positive learning environment by encouraging open communication between tutor, teacher, and student's family members.
- Encouraged collaboration among peers through group projects or presentations.
- Utilized different methods such as audio and visual aids, lectures, demonstrations, or hands-on activities to enhance learning outcomes.
- Counseled struggling learners on how best to approach difficult subjects or tasks.
- Adapted instruction methods based on individual learning styles.
- Helped students review and understand previous lessons to make connection with new lesson.
- Assisted students in finding useful study methods to enhance academic performance.
- Met with students to clarify and review concepts taught in class and solve specific problems.
- Worked closely with students to help develop math and essay writing skills.
- Provided private instruction to individual or small groups of students to improve academic performance and prepare for academic or occupational tests.
- Utilized positive reinforcement techniques to encourage and motivate students.
- Traveled to student's home or to another place of student's choice to conduct tutoring sessions.
- Prepared students for standardized tests, ACT exams and advanced course placements.
Waitress
Guantanamera Cigars Co. Store
05.2024 - 08.2024
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Used cash registers and credit card machines to cash out customers.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
- Proved successful working within tight deadlines and a fast-paced environment.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
Customer Service Associate
Oh Mexico
05.2023 - 08.2023
- Executed on-time and under budget project management to resolve complex issues.
- Offered suggestions to improve processes related to customer service activities.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Consulted with customers regarding needs and addressed concerns.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Educated customers on special pricing opportunities and company offerings.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Improved customer service wait times to mitigate complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Recommended and initiated product offerings to meet customer changing needs.
- Explained benefits, features and recommendations to maximize client retention.
Customer Service Associate
Restaurant Industry
01.2021 - 09.2022
- Greeted customers and identified their needs.
- Provided information about products and services available to customers.
- Processed customer orders accurately and efficiently.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Maintained an organized system for tracking customer interactions and feedback.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Created detailed reports on customer service activities.
- Developed relationships with key clients through regular contact and follow-up communication.
- Tracked inventory levels of popular items to ensure availability for customers' orders.
- Answered phone calls from customers promptly and courteously.
- Provided accurate quotes for requested products or services.
- Handled cash register operations accurately during peak times.
- Maintained knowledge of current sales promotions and new product releases.
- Compiled daily sales reports for management review.
- Kept work area neat, clean, and well-stocked at all times.
- Performed additional duties as assigned by management team.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Addressed inquiries, resolved customer issues and managed customer relations.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Education
Some College (No Degree) - Medicine (Pre-Medicine)
Phlebotomy
CubaSome College (No Degree) - Registered Behavioral Technician
Behavior Pro Consultants
MiamiHigh School Diploma -
Ignacio Agramontes
Cuba07.2018
Skills
- Inbound and Outbound Calling
- MS Office Proficiency
- Clerical Support
- Appointment Scheduling
- Customer Support
- Team Collaboration
- Point of Sale Systems
- Regulatory Compliance
- Project Management
- Complex Problem-Solving
- Employee Management
- Bilingual Spanish and English
- Account Management
- Problem Resolution
- Customer Complaint Resolution
- Account Updating
- Tactful and Diplomatic
- Product Knowledge
- Cross-Functional Team Collaboration
- Customer Relationship Management (CRM)
- Guest Services
- Customer Service
- Quality Assurance
Certification
- HIPAA
- HIV-AIDS
- Infection Control
- OSHA Bloodborne Pathogens
- Zero Tolerance
- Domestic Violence
- Professional Crisis Management
Timeline
Social Worker
Las Mercedes Medical Center
08.2024 - Current
Waitress
Guantanamera Cigars Co. Store
05.2024 - 08.2024
Security Officer
Magic City Casino
08.2023 - Current
Customer Service Associate
Oh Mexico
05.2023 - 08.2023
Tutor
Self Employment
01.2023 - Current
Customer Service Associate
Restaurant Industry
01.2021 - 09.2022
Some College (No Degree) - Medicine (Pre-Medicine)
Phlebotomy
Some College (No Degree) - Registered Behavioral Technician
Behavior Pro Consultants
High School Diploma -
Ignacio Agramontes
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