Adriela Santana
Zephyrhills,FL
Summary
Compassionate and dedicated professional with experience at Heritage Christian Services, skilled in client support and behavior redirection. Proven ability to document client progress effectively while maintaining a safe environment. Recognized for empathetic communication and time management, enhancing client well-being and fostering teamwork in high-pressure situations.
Overview
6
6
years of professional experience
Work History
Direct Support Professional
Heritage Christian Services
09.2023 - 01.2025
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
Customer Service Representative
Jet Blue
01.2021 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Medical Office Assistant
Orlando Infectious Diseases
02.2020 - 12.2020
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Updated patient information and insurance details for accurate electronic medical records.
- Used Software to schedule appointments for doctor visits and procedures.
Passenger Service Agent
Menzies Aviation
01.2019 - 01.2020
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
Education
High School Diploma - Business Administration
Gateway High School
Kissimmee, FL08.2019
Skills
- Time management
- First aid and safety
- Behavior redirection
- Client support
- Compassionate caregiving
- Client documentation
- Direct patient care
- Appointment scheduling
- Disability awareness
- Team collaboration
- Social skills development
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Direct Support Professional
Heritage Christian Services
09.2023 - 01.2025
Customer Service Representative
Jet Blue
01.2021 - 08.2023
Medical Office Assistant
Orlando Infectious Diseases
02.2020 - 12.2020
Passenger Service Agent
Menzies Aviation
01.2019 - 01.2020
High School Diploma - Business Administration
Gateway High School
Similar Profiles
Onolae MurphyOnolae Murphy
Senior Direct Support Professional at Heritage Christian ServicesSenior Direct Support Professional at Heritage Christian Services
LaSharie WalkerLaSharie Walker
Direct Support Professional at Heritage Christian ServicesDirect Support Professional at Heritage Christian Services
Kathleen McCarthyKathleen McCarthy
Director of Residential Services at Heritage Christian ServicesDirector of Residential Services at Heritage Christian Services