Alejandra Hernandez
Hialeah,USA
Summary
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Talented Lead Customer Service Representative polished in balancing customer needs and company demands. Committed to building loyalty and long-term relationships with customers and achieving individual sales goals. Expertly coordinates customer service teams and coordinates programs to enhance productivity. Dynamic Registered Behavior Technician with a proven track record at Alondra ABA Services, adept in implementing effective behavior change strategies and maintaining compliance with HIPAA. Excelled in fast-paced environments, demonstrating exceptional communication skills and adaptability. Leveraged expertise in data analysis and direct instruction to significantly enhance client progress. Hardworking, highly motivated professional. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes. Resourceful and results-driven with a passion for growth and efficiency.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Registered Behavior Technician
Alondra ABA Services
MIAMI LAKES, FL, FLORIDA
03.2024 - Current
- Implemented proactive strategies for reducing challenging behaviors.
- Maintained accurate data collection systems for behavior tracking purposes.
- Promoted positive behavior change by utilizing reinforcement strategies, token economies, and behavior contracts.
- Maintaining Client Record and Health Information in Compliance with State and Federal Laws.
- Excellent Communication Skills, professionalism and punctuality.
- Applied reinforcement techniques to increase desirable behaviors or decrease undesirable behaviors.
- Provide One-on-One Therapy to Children.
- Implement Behavior Acquisition and Behavior Reduction Plan as Outlined by BIP.
- Teaching Daily Living Skills and Social Skills.
- Follow analyst instruction in ABA.
- Attended team meetings with supervisor and family to discuss patient and progress.
- Adapted instruction based on individual learning styles to ensure effective delivery of services.
- Provided direct instruction in a variety of settings including in-home, clinic, school, and community environments.
Customer Service Manager
Fresco y Mas
Hialeah, FL
11.2021 - 11.2023
- Demonstrate and role model exceptional customer service exceeding customer expectations, ensure associate greet, assist, provide efficient service and thank customers in a prompt, courteous, friendly and business-like manner in order to promote the company image as a service-oriented operation.
- Recruit, interview and hire the best qualified applicants through pro-active and consistent recruitment techniques, within company established compensation guidelines, ensure new associate receive proper orientation and training.
- Ensure adherence to alcohol and tobacco products 'sales to minors, anti-money laundering policy, WIC and other federal and state regulated activities-programs.
- Manage inventory, in-stock position, merchandising, labor, security, expense control and other operational processes to company standards.
- Daily Admin-check emails, read and action store communications.
- Cash control.
- Review weekly report.
- Complete Front End schedules.
- Front End/Cash office Audits.
- Ordering follow up.
- Recruitments; Review applications, schedule interviews complete new hire tasks and more.
Front End Specialist
Fresco y Mas
Hialeah, FL
08.2021 - 11.2023
- Support the department manager with the management of inventory, in-stock position, pricing integrity, merchandising, labor, security, expense and control and other operational processes to company standards.
- Ensure the store's front end opens or closes properly with shift's monetary transactions reconciled according to the company policies and procedures with discrepancies explained.
- Address costumer issues/complaints immediately and resolve to full satisfaction of costumer, within company guidelines while maintaining composure and professionalism; appropriately escalate issues to management with a positive attitude.
- Ensure discarded or returned merchandise is put up.
- Keep work area clean, orderly and free from safety hazards; report faulty equipment and hazards to management.
- Perform cashier and pricing team member duties, as necessary.
- Notify management of abnormal costumer or vendor behavior, team member theft, customer shoplifting, unauthorized mark-downs, property defacement, or any action that is illegal and/or against company policy or a possible security threat.
- Perform other job-related duties as assigned.
Fresh Manager
Fresco y Mas
Hialeah, FL
07.2021 - 11.2023
- Execute the company vision and expectations through example, management and measurement of performance of department and associates.
- Ensure fresh department operations are consistent with all aspects of federal, state and company health and sanitation codes.
- Staff and Schedule department employees within staffing plan and Budget.
- Attend and participate in weekly meetings and conference calls to discuss departments progress, financial results, recommendations and training enhancements.
- Coordinate, plan and order seasonal and non-seasonal merchandise as it relates to advertised events and time of season, educate associates on the effect of market area conditions and seasonal variations on product and sales.
- Ensure all fresh departments have completed their morning fresh walk, identify wins and opportunities, go over any sales push information, trading safe and legal, food safety.
- Check temperature and out of day products.
- Check emails and store communications and more.
Customer Service Associate
Fresco y Mas
Hialeah, FL
11.2018 - 11.2023
- Notified security staff of suspected cheating, fraud and security concerns.
- Described and explained games available to potential customers to attract new players.
- Answered questions about gaming rules and policies.
- Scanned winning tickets to calculate payouts.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Processed returned items in accordance with store policy.
- Verified customer identification for alcohol, tobacco or lottery purchases.
Cashier
Fresco y Mas
Hialeah, FL
11.2018 - 11.2023
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Educated customers on special pricing opportunities and company offerings.
- Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
- Assist in training new cashiers.
- Manage lane according to service standards.
Education
Bachelor of Science - BS in General Psychology
Capella University
Minneapolis, MN03.2026
High School Diploma - US
Juan Delgado
Cuba03.2017
Skills
Applied Behavior Analysis (ABA)
Discrete Trial Training (DTT)
Natural Environment Teaching (NET)
Behavior Intervention Plans (BIP)
Data Collection & Progress Monitoring
Reinforcement Procedures
Token Economy Systems
Prompting, Fading & Shaping
Skill Acquisition Programs
Behavior Reduction Procedures
HIPAA Compliance
Social Skills Development
Parent & Caregiver Communication
Session Documentation
Certification
- Registered Behavior Technician (RBT)- Behavior Analyst Certification Board.
- Certificate - Various health organizations or state health departments.
- First Aid Certification
- Substance Abuse, Mental Health Disorders and Child Abuse
- Security Awareness Basics
- Portability and Accountability
- CPR / AED / First-Aid
- Food Safety Certification
- HIV/AIDS Counseling and Testing
- OSHA Certified
- APD Zero Tolerance
- Access to Civil Rights
- APD - Health Insurance
- Act (HIPAA) Basics
- FDOH Infection Control Training
- FL Driver's License
LANGUAGES
Spanish Native
English
Professional Working
Timeline
Registered Behavior Technician
Alondra ABA Services
03.2024 - Current
Customer Service Manager
Fresco y Mas
11.2021 - 11.2023
Front End Specialist
Fresco y Mas
08.2021 - 11.2023
Fresh Manager
Fresco y Mas
07.2021 - 11.2023
Customer Service Associate
Fresco y Mas
11.2018 - 11.2023
Cashier
Fresco y Mas
11.2018 - 11.2023
High School Diploma - US
Juan Delgado
Bachelor of Science - BS in General Psychology
Capella University