Elsy Hernandez
San Antonio
Summary
Concerned Youth Care Worker experienced in working with children and youth ranging from early childhood through teenagers. Adept at completing home inspections and guaranteeing adolescents are safe and well taken care of. Coping with crisis situations and empathizing with juveniles from different backgrounds. Talented in developing and implementing core plans to meet individualized needs of children and young adults.
Overview
20
20
years of professional experience
Work History
Youth Care Worker
St. PJ’s Children’s Home
10.2024 - Current
- Maintaining positive, supportive and professional relationships with UAC and program staff
- Elevating concerns or issues related to UAC, program staff, work and living environment, etc
- Within required timeframes
- Completing all required documentation for UAC accurately and within required timeframes
- Assisting with the facilitation of educational, recreational and spiritual activities
- Utilizing positive behavior management techniques including verbal redirection, prompting, reminders, de-escalation and emergency behavior intervention
- Participating in daily community meetings to teach, support and guide UAC
- Teaching practical problem-solving, time and money management, and life skills
- Adherence to the Code of Conduct and the Faith and Morals Policy is mandatory
- Other duties as assigned by Program Director
- Completed clear and concise documentation of youth behavior and actions.
Assistant Manager
AAFES Exchange
01.2019 - 06.2024
- Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Provided professional services and support in a dynamic work environment.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Provided primary customer support to internal and external customers
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Passionate about learning and committed to continual improvement.
- Gained extensive knowledge in data entry, analysis and reporting.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Restocked and organized merchandise in front lanes
- Maintained cash drawer of $1000 or more per shift
Head Cashier
Commissary Store
03.2017 - 01.2019
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Assisted customers by answering questions and fulfilling requests.
- Answered questions about store policies and addressed customer concerns
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Worked flexible schedule and extra shifts to meet business needs
- Helped customers complete purchases, locate items, and join reward programs.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Educated employees on register use, merchandising, and customer service.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels
- Greeted over 200 customers per day
Child Care Manager
FCC Family Child Care (CYS)
02.2009 - 02.2017
- Enforced rules and managed behavior through developmentally appropriate discipline
- Used constructive problem-solving techniques to resolve parent disputes.
- Addressed behavioral and learning issues with parents and daycare management staff.
- Oversaw safety requirements, inspection, and certification procedures to facilitate annual licensing review.
- Maintained effective schedule balance between rest periods, active play and instruction
- Sanitized dishes, tabletops, toys and frequently touched surfaces to prevent spreading of germs
- Established and optimized program schedules to cover planned needs while capitalizing on opportunities to improve student learning.
- Applied positive behavior management techniques to enhance social interactions and emotional development
- Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions
- Assisted children with putting on coats and cold-weather gear before going outside
- Distributed food, napkins and beverages in preparation for snack time
- Introduced children to educational games and activities to boost learning
- Led children in creative, athletic and educational activities while maintaining safe and orderly group
- Handled daily administrative tasks efficiently to minimize time away from children
- Consulted with families to discuss activities and behaviors of each child
- Kept areas clean, organized and stocked, and sanitized surfaces and toys
- Created safe and engaging learning environment for groups of diverse children with various learning styles
- Worked with children individually and in groups to teach social, communicative and problem-solving skills
- Prepared group activities to enhance socialization, communication and problem-solving skills for children
- Helped children develop motor skills in preparation for preschool and kindergarten
- Developed lessons and activities to promote children's physical and emotional development
- Instructed children in crafts and other activities to promote gross and fine motor skills
- Added daily log information to permanent records outlining observations, meals and any medications administered for acute or chronic conditions
- Cared for children ages 2 months to 10 years old in a nurturing and age-appropriate way
- Set and enforced rules to maintain children's safety and created welcoming, caring environments for all children
- Observed children to proactively identify issues with emotional or physical development and worked with parents and supervisors to address concerns
Fulltime
Nexum Group Inc
11.2008 - 12.2009
- Reviewed collection reports to determine status of collections and amounts of outstanding balances
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Counseled debtors on payment options and arranged installment agreements
- Negotiated to collect balance in full
- Handled 20-25 outbound and inbound calls daily with goal of collecting owed debt
- Processed payments and contracts on accounts
- Resolved challenging situations with friendly but firm strategies
- Monitored accounts for compliance with established payment plans and flagged non-compliances
- Recorded all information regarding financial status of customers
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Worked in call center environment handling manual and automatically dialed outbound calls
Full Time
United States Navy
11.2004 - 11.2008
- Oversaw underway replenishment procedures to maintain equipment used in unloading and loading cargo
- Signaled pilots manually to correct movements and prevent accidents
- Supervised and coordinated activities of crew aboard ship
- Stood watch during specified periods and determined geographical position of ship
- Trained deck division personnel in upkeep of ship's external structure, marlinspike, painting, rigging and deck equipment
- Performed troubleshooting, repair and maintenance actions on deck equipment
- Worked in groups of 20 to keep deck aircraft operations efficient and smooth
- Stood watch during specified periods and determined geographical position of ship
- Oversaw cargo handling and inspected anchoring, mooring, fueling, towing and transferring of personnel and cargo
Education
Associate of Arts -
Florida State College At Jacksonville
Jacksonville, FL01.2004
Skills
- Complaint resolution
- Self-direction
- Retail store support
- Receiving support
- Service standard compliance
- Inbound and outbound calling
- Multi-line phone talent
- Youth psychology
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 53 staff members.
- Resolved product issue through consumer testing.
Languages
Spanish
Native or Bilingual
Timeline
Youth Care Worker
St. PJ’s Children’s Home
10.2024 - Current
Assistant Manager
AAFES Exchange
01.2019 - 06.2024
Head Cashier
Commissary Store
03.2017 - 01.2019
Child Care Manager
FCC Family Child Care (CYS)
02.2009 - 02.2017
Fulltime
Nexum Group Inc
11.2008 - 12.2009
Full Time
United States Navy
11.2004 - 11.2008
Associate of Arts -
Florida State College At Jacksonville
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