ALMA L. GRANADOS HERNANDEZ

Douglasville,GA

Summary

Bilingual Patient Support Specialist known for optimizing client onboarding and streamlining operational workflows. Expertise in conflict de-escalation and cross-cultural communication enhances service delivery and fosters strong relationships within a diverse client base.

Overview

Languages

years of professional experience

Work History

Senior Membership Coordinator

Riverside EpiCenter (EpiFIT Club)

Lithia Springs, GA

02.2016 - 01.2025

Oversaw client accounts and membership portfolios, resolving inquiries with swift, compassionate support to ensure high customer retention.
Problem Resolution: Acted as the primary point of escalation for membership challenges, using active listening to solve account, billing, and scheduling conflicts efficiently.
Collaborated with operations leadership and fitness managers to streamline facility schedules and improve client onboarding workflows, enhancing overall member experience.
Coached and mentored employees to enhance engagement and service quality for new and existing members, aligning with service expectations.
Bilingual Navigation: Facilitated fluent English and Spanish outreach and support to build rapport with a diverse community and eliminate communication barriers.
Provided administrative support during membership drives and promotional campaigns.

Cashier / Customer Service Lead

Carniceria la Mexicana

, Georgia

03.2014 - 01.2016

Managed high-volume customer interactions daily in fast-paced environment, providing tailored product details and efficient point-of-sale support.
Assisted customers with product inquiries and offered personalized recommendations to enhance satisfaction.
Acted as a bilingual liaison to assist Spanish-speaking and English-speaking patrons with transactions and service inquiries.
Maintained compliance with cash handling procedures and inventory reporting while fostering welcoming community standards.

Education

High School Diploma -

Pebblebrook High School

Mableton, GA

01-2014

Skills

Linguistic fluency: bilingual in English and Spanish
Cross-cultural communication
Real-time translation
Client care and support
Conflict de-escalation
Active listening
Customer retention strategies

Operations and administration
Client database management
Client Onboarding
Employee Coaching
Membership Administration
Data analysis