Amy Arlette Urena
Wesley Chapel
Summary
Detail oriented and compassionate customer service professional with extensive experience supporting individuals and families in fast paced, high responsibility environments. Skilled in active listening, clear verbal and written communication, thorough documentation, and managing multiple priorities at once. Proven ability to handle sensitive situations with empathy, maintain professionalism under pressure, and follow structured processes and guidelines. Bilingual in English and Spanish; consistently recognized for reliability, strong rapport building skills, and commitment to service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Lead Teacher
Primrose School of Wiregrass Ranch
Wesley Chapel, FL
03.2025 - 12.2025
- Managed a classroom environment requiring strong time management, organization, and responsiveness to frequent, back to back needs.
- Collected and documented detailed daily information, ensuring accuracy and consistency.
- Communicated regularly with families, setting clear expectations, answering questions, and providing updates in a professional and empathetic manner.
- Followed structured programs and procedures while adapting to individual needs, maintaining compliance with licensing and safety standards.
- Built trusting relationships by listening carefully, addressing concerns promptly, and providing supportive guidance.
Babysitter
Baby Sitting Service
New York, NY
09.2022 - 11.2024
- Provided individualized support to families, requiring strong interpersonal and communication skills.
- Maintained daily communication, giving clear, concise updates and responding to questions and concerns.
- Used consistent routines and positive strategies to manage challenging situations and maintain a calm, reassuring environment.
- Adapted quickly to different family expectations, schedules, and priorities while remaining reliable and professional.
Elderly Caregiver
CDPAP Anchor Home Care
New York, NY
01.2022 - 03.2024
- Provided one on one support to clients with complex medical and mobility needs, requiring high levels of empathy, patience, and discretion.
- Carefully observed and documented changes in clients needs and communicated concerns promptly and clearly to families or supervisors.
- Followed detailed care plans, schedules, and procedures, prioritizing tasks and managing time effectively in high responsibility situations.
- Handled sensitive and emotional conversations with compassion while maintaining professionalism and clear communication.
Assistant Teacher
Primrose School of Cross Creek
Tampa, FL
01.2021 - 07.2022
- Supported multiple classrooms in a fast paced setting, frequently shifting between tasks, schedules, and student needs.
- Assisted with recording attendance, incidents, and daily reports, ensuring information was complete and accurate.
- Communicated with parents and team members to clarify expectations, answer questions, and provide timely updates.
- Helped maintain a structured, predictable environment, reducing confusion and supporting smooth daily operations.
- Collaborated with staff, accepting coaching and feedback to continuously improve performance.
Daycare Assistant Teacher
Wise Little Owls
New York, NY
11.2018 - 09.2020
- Responded calmly and professionally to behavioral escalations and urgent situations, focusing on safety and de-escalation.
- Communicated respectfully and clearly with diverse families, adjusting communication style to meet individual needs.
- Assisted with documenting daily activities and incidents, contributing to accurate tracking
Education
Associate of Arts - Psychology
Valencia College
Orlando, FL06-2027
High School Diploma -
Wesley Chapel High School
Wesley Chapel, FL06-2022
Skills
- Customer & Member Support
- Active Listening & Empathetic Communication
- Clear Verbal & Written Communication
- Documentation & Data Entry
- Time Management & Prioritization
- Problem Solving & Conflict De-escalation
Certification
- Certified Paraprofessional
- CPR & AED Certified
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Lead Teacher
Primrose School of Wiregrass Ranch
03.2025 - 12.2025
Babysitter
Baby Sitting Service
09.2022 - 11.2024
Elderly Caregiver
CDPAP Anchor Home Care
01.2022 - 03.2024
Assistant Teacher
Primrose School of Cross Creek
01.2021 - 07.2022
Daycare Assistant Teacher
Wise Little Owls
11.2018 - 09.2020
Associate of Arts - Psychology
Valencia College
High School Diploma -
Wesley Chapel High School