Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ernestina Posala-Simanu

Fort Cavazos,TX

Summary

Proven customer service expert from Envoy Airlines, adept in problem resolution and data entry, enhanced customer loyalty through empathetic engagement and efficient issue handling. Skilled in fostering team unity and improving client wellbeing at Kahi Mohala Behavioral Health, demonstrating outstanding communication and organizational skills. Achieved significant improvements in client satisfaction and operational efficiency.

Overview

12
12
years of professional experience

Work History

Customer Service Agent

Envoy Airlines
09.2021 - 01.2025
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

Mental Health Specialist

Kahi Mohala Behavioral Health
01.2017 - 03.2021
  • Ensured safety of patients through close observation during high-risk situations such as suicidal ideation or self-harm behaviors.
  • Monitored patients and assessed suicide risks.
  • Provided compassionate support during times of crisis or acute distress while maintaining professional boundaries and ethical standards.
  • Documented client progress in confidential files.

Paraprofessional

BAYADA
10.2015 - 12.2016
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
  • Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
  • Enhanced student support by delivering one-on-one and small group assistance in various subjects.

Habilitation Worker

The Arc In Hawaii
07.2016 - 11.2016
  • Encouraged social interaction among clients by organizing group activities and outings that fostered camaraderie and increased self-esteem.
  • Implemented behavior management strategies effectively, resulting in improved client behaviors and overall wellbeing.
  • Documented daily progress notes accurately, ensuring timely communication with supervisors and other team members.
  • Assisted clients in achieving greater independence through teaching essential life skills.

Assistant Manager

Ohana Support Services
06.2013 - 08.2015
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work envi

Education

Wentworth Military Academy
1880 Washington Ave, Lexington MO 64067

Missouri Valley College
500 E. College St. Marshall, MO 65340

Skills

  • Customer service
  • Data entry
  • Problem resolution
  • Outstanding communication skills

Languages

Samoan
Native or Bilingual

Timeline

Customer Service Agent

Envoy Airlines
09.2021 - 01.2025

Mental Health Specialist

Kahi Mohala Behavioral Health
01.2017 - 03.2021

Habilitation Worker

The Arc In Hawaii
07.2016 - 11.2016

Paraprofessional

BAYADA
10.2015 - 12.2016

Assistant Manager

Ohana Support Services
06.2013 - 08.2015

Wentworth Military Academy

Missouri Valley College

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Ernestina Posala-Simanu