Andrea Cesena Duarte
San Jose
Summary
Detail-oriented and dependable professional with experience in high-volume call center and caregiving environments, skilled in handling sensitive information, communicating effectively under pressure, and prioritizing urgent situations. Proven ability to gather accurate information, multitask across multiple systems, and follow established protocols while maintaining empathy and professionalism. Strong problem-solving, documentation, and teamwork skills with a commitment to public safety, service excellence, and operational efficiency.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Sutter Health
02.2025 - Current
- Responded to high-volume inbound calls, assessing caller needs and prioritizing requests with accuracy and professionalism.
- Collected, verified, and documented critical information in real time to support timely decision-making and service coordination.
- Communicated clearly and calmly with callers, including individuals experiencing stress or urgent situations, ensuring accurate understanding and appropriate routing of requests.
- Coordinated with multiple departments and specialty units to ensure efficient scheduling, information transfer, and resolution of service needs.
- Utilized multiple computer systems and databases simultaneously to enter data, update records, and manage workflows under time-sensitive conditions.
Respite Caregiver
Aveanna Healthcare
01.2020 - Current
- Monitored client safety and responded calmly to changing conditions, prioritizing needs in real time.
- Communicated clearly with clients, families, and healthcare professionals to relay important information accurately.
- Documented observations and care activities with attention to detail and compliance with established protocols.
- Demonstrated empathy, patience, and emotional control when supporting individuals in stressful or sensitive situations.
- Applied problem-solving and critical thinking skills to address unexpected situations while maintaining client safety and well-being.
Receptionist
Texas Instruments
10.2022 - 02.2024
- Answered phone promptly and directed incoming calls to the correct offices.
- Corresponded with clients through email, telephone, or postal mail.
- Resolved customer problems and complaints. " Responded to inquiries from callers seeking information.
- Handled security access approval for buildings.
- Experience with the Cherwell Browser Client System.
Security Specialist
Security Industry Specialists
03.2022 - 11.2022
- Communicated critical information clearly via radio and phone systems.
- Followed structured protocols to manage incidents and maintain operational safety.
- Recorded accurate, detailed reports to support investigations and accountability.
- Collaborated with teams to ensure coordinated and effective responses.
- Implemented -enforced security procedures, policies, and access control measures.
Security Officer
Securitas Security Services USA
03.2021 - 11.2022
- Controlled access to facilities by verifying identification and enforcing entry procedures.
- Conducted safety checks and inspections to ensure compliance with security and safety standards.
- Documented incidents, daily activities, and irregularities in detailed reports.
- Assisted employees, visitors, and customers with directions and safety concerns.
- Relayed critical information accurately via radio and phone systems.
- Assessed situations quickly and prioritized responses based on urgency.
Sales Associate
Macy's
11.2018 - 04.2020
- Handled high-volume customer interactions, demonstrating clear communication, active listening, and calm problem-solving under pressure.
- Prioritized multiple customer requests and tasks simultaneously in a fast-paced environment, similar to managing competing calls and demands.
- Accurately processed transactions and customer information using POS systems, ensuring attention to detail and data accuracy.
- Responded to customer concerns professionally, de-escalating tense situations and providing effective solutions.
- Coordinated with team members and supervisors to address customer needs and operational issues efficiently.
Education
Health Science Associate's Degree -
Carrington College
San Jose09-2025
Medical Administrative Assistant - undefined
Carrington College
San Jose09.2024
Skills
- Clear, calm, and professional communication under pressure
- Active listening and accurate information gathering
- De-escalation and crisis communication
- Empathy and customer-focused interaction
- Prioritization of urgent situations
Communication & Call Handling
Emergency & Decision-Making
- Critical thinking and situational awareness
- Ability to follow protocols and procedures
- Rapid problem-solving in high-stress environments
- Fast and accurate data entry
- Multitasking across multiple computer systems
- Documentation and report writing
Technical & Administrative
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Sutter Health
02.2025 - Current
Receptionist
Texas Instruments
10.2022 - 02.2024
Security Specialist
Security Industry Specialists
03.2022 - 11.2022
Security Officer
Securitas Security Services USA
03.2021 - 11.2022
Respite Caregiver
Aveanna Healthcare
01.2020 - Current
Sales Associate
Macy's
11.2018 - 04.2020
Medical Administrative Assistant - undefined
Carrington College
Health Science Associate's Degree -
Carrington College