Crystal Hernandez
Columbia,TN
Summary
Proven educator and communicator, adept in student engagement and curriculum knowledge, excelled as a Substitute Teacher at ESS, where trusted performance led to repeated requests. Skilled in creating nurturing environments and fostering academic growth, while also bringing strong organizational skills and telephone etiquette from roles in healthcare and customer service. Demonstrates exceptional ability to motivate teams and streamline operations, enhancing productivity and client satisfaction.
Overview
22
22
years of professional experience
Work History
Substitute Teacher, K-12
ESS
08.2021 - 05.2023
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
Caregiver
Addus Home Health Care
06.2018 - 06.2020
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted patients with self-administered medications.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Provided safe mobility support to help patients move around personal and public spaces.
Team Leader
McDonald's Restaurant
07.2014 - 01.2019
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Phone Operator
Gary Mathews Volkswagen and KIA
05.2001 - 03.2003
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Participated in regular training sessions aimed at improving skills related to customer service excellence on telephone interactions.
- Worked closely with supervisors to identify areas of improvement in the call center processes that led to enhanced productivity levels among operators.
- Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
- Maintained detailed records of incoming calls for analysis and improvement of phone operator services.
- Assisted customers with scheduling appointments, confirming details, and making necessary adjustments.
- Collaborated with team members to ensure consistent quality of service across all phone lines.
- Streamlined call routing process for improved caller experience and reduced wait times.
- Maintained accurate directory of all personnel and phone extensions.
- Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
- Maintained professionalism and courtesy while managing high call volumes during peak hours.
Education
High School Diploma -
Family Christian Academy
Nashville TN05.2001
Skills
- Student Engagement
- Positive Reinforcement
- Instructional Strategies
- Special Needs Support
- Multi-Subject Instruction
- Curriculum knowledge
- Classroom Organization
- Empathy and patience
- Office Administration
- Data Entry
- Typing Speed
- Administrative tasks
- Telephone Etiquette
- Call distribution
- Front Desk Operations
- Telephone reception
- Client Service
- Call Routing
- Schedule Coordination
- Switchboard Operation
- Paging Systems
- Telecommunications
- Greeting customers
- Switchboard management
- Excellent Phone Demeanor
- Customer Service
- Multitasking
- Multitasking Abilities
- Excellent Communication
- Organizational Skills
- Attention to Detail
- Self Motivation
- Problem-Solving
- Team motivation
- Staff education and training
- Leading Team Meetings
- Cash Handling
- Coaching and Mentoring
- Mentoring
- Coaching
- Flexible Schedule
Languages
Spanish
Professional Working
Timeline
Substitute Teacher, K-12
ESS
08.2021 - 05.2023
Caregiver
Addus Home Health Care
06.2018 - 06.2020
Team Leader
McDonald's Restaurant
07.2014 - 01.2019
Phone Operator
Gary Mathews Volkswagen and KIA
05.2001 - 03.2003
High School Diploma -
Family Christian Academy
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