Evangelina Cerna
Baldwin Park,CA
Summary
Objective: Leadership- oriented professional entering a career in Social Work. Seeking an opportunity to gain experience in an organization committed to serving people
Overview
9
9
years of professional experience
Work History
Quality Assurance Assistant
Mckinley Children's Center
San Dimas, CA
07.2019 - 07.2021
- Managed and archived quality documentation and participated in internal and external quality audits
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
- Developed standard operating procedures and document workflows for current and future process steps
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction
- Utilized software programs such as Exym, COMC, and additional department mental health programs
- Reviewed DMH documentation for compliance with regulatory and agency standards
- Reported any and all documentation deficiencies and/or compliance concerns to the Quality Assurance Supervisor
- Organized and prepared records for visits and audits
- Collectsedand processes assessments such as: CANS, PSC 35 and outcome measures for programs such as MAP, RRR, IPT and CPP
- Ran clients reports to measure their progress
- Created excel spread sheet to track clinicians past due assessments along with future assessment dates
- Communicated with clinicians/therapists to inform them of their past due assessments and future assessments
- Followed the policy and procedure created by Mckinley Children's Center
- Conducted monthly audits to assure all documentation is in compliance
- Ran medical monthly to ensure every client is covered
Administrative Assistant
Spero Psychological Services
Alhambra, CA
01.2018 - 06.2019
- Greets, assists and directs visitors, vendors and the general public, employing a professional, courteous
and respectful demeanor - Collects monthly payments from clients
Schedules clients appointments
Communicates with therapists on a regular basis regarding needs of patients - Creates clients monthly attendance tracking sheets
Communicates with patients' parole officer regarding attendance
Inputs notes on clients file when needed - Scans and uploads all documents regarding new/current clients.
Collects signatures from therapists - Performs clerical tasks, including answering incoming phone calls, sorting mail and sending
correspondence - Maintains high levels of confidentiality to maintain customer confidence and protect operations
- Maintains high levels of confidentiality while creating files, reports and records
- Supports program operations by preparing and updating documents, reports and spreadsheets.
Inputs all documents into the records management system
Sales Associate
Nordstrom Rack Department Store
West Covina, CA
11.2015 - 04.2018
- Prepared materials and organized inventory
- Assisted with the sale and purchase of items at cash registers
- Maintained an active awareness of the merchandise available in the department and store
- Handled customer concerns in a proactive, positive manner
- Responsible for marking down prices using special devices that require extra attention
- Developed positive customer relationships through friendly greetings and excellent service
- Greeted customers and ascertained needs to ensure high-quality service and appropriate product recommendations
- Educated customers on different products and product care
- Organized racks and shelves to maintain visual appeal of the store
- Managed customer cash and credit card transactions using company point of sale system
- Answered questions regarding store policies and merchandise
Intern
Acacia Counseling
El Monte, CA
09.2017 - 02.2018
- Assisted as an intern in a co – facilitator position with group sessions involving domestic violence and drug diversion
- Built rapport with clients to facilitate a trusting relationship and provide setting conducive to growth
- Documented client attendance and progress against goals
- Observed individuals behaviors and suspect actions, and reported issues to supervisory staff
- Assisted with creating progress reports for clients
- Observed and charted on clients behavior and participation during group sessions
Volunteer
The Thaddeus Foundation
San Dimas, CA
05.2015 - 07.2015
- Assisted in outreach participation
- Assisted in communicating closely with local business to gain prospective donors
- Organized and assembled organization’s information folders
- Participated in meetings to discuss new fundraising opportunities
Receptionist/Clerk
Kaiser Permanente
San Dimas, CA
12.2011 - 03.2012
- Greeted customers in a timely fashion, while quickly determining their needs
- Answered customer telephone calls promptly and in an appropriate manner
- Checked in and verified patient for appointment
- Created and rescheduled appointments for patients based on the convenience to the customer
- Verified insurances of all patients
- Copied, logged and scanned supporting documentation
- Updated patients demographic information
- Established and maintained client rapport by utilizing quality customer service
- Processed cash and credit payments rapidly and accurately
- Completed paperwork and insurance or billing information into patient profiles
- Working knowledge of Health Plan coverage types determined patient's membership/benefits
Sales Associate
Macy's, Montebello, CA & Macy's, West Covina
10.2009 - 09.2010
- Met or exceeded sales and new account goals
- Greeted customers and ascertained needs to ensure high-quality service and appropriate product recommendations
- Quickly and efficiently resolved customer issues and requests to achieve improved satisfaction scores
- Directed individuals to merchandise locations
- Commitment to building customer relationships and loyalty through personal interaction and the maintenance of a client file
- Demonstrated knowledge of store products and services and use this knowledge to build sales
- Managed customer cash and credit card transactions using company point of sale system
- Collaborated in creating strategies that drove sales and revenue
- Liaised with customers, recommending specific products and specials in alignment with individual needs, requirements and specifications
- Accepted and processed returns
- Applied excellent communication skills and ability to establish rapport to close sales and meet targets
- Answered questions regarding store policies and merchandise
- Suggested accessories and complementary purchases
- Prioritized and accomplished wide range of tasks each shift
- Explained benefits of applying for a credit card to current customers which allowed them to design their own shopping packages, resulting in higher customer satisfaction
- Developed positive customer relationships through friendly greetings and excellent service
- Analyzed and properly processed product returns and assisted customers with other selections
- Organized racks and shelves to maintain visual appeal of the store
- Worked collaboratively with team members to drive customer service initiatives, achieving sales goals and increasing feedback scores
- Educated customers on different products and product care
Sales Associate
Victoria's Secret
West Covina, CA
06.2007 - 07.2008
- Greeted customers and ascertained needs to ensure high-quality service and appropriate product recommendations
- Worked with training manager to understand and apply sales skills to all Victoria Secret Customers
- Assisted training manager in organizing back counter, worked organizing inventory, prepared for one day sales
- Assisted with the sale and purchase of items at cash registers
- Trained and developed new sales team associates in product knowledge, selling techniques and company procedures
- Developed positive customer relationships through friendly greetings and excellent service
- Worked collaboratively in team environment
- Sourced hard to find items at other store locations to meet customer needs
- Managed customer cash and credit card transactions using company point of sale system
- Verified all customers received receipts for purchases
- Suggested accessories and complementary purchases
- Accepted and processed returns
Education
Associate's Degree - General Education
Mt. San Antonio College - Walnut. CA
Walnut, CA2014
Bachelor's Degree - Psychology
University Of La Verne
La Verne, CA2019
Skills
- Excellent interpersonal skills demonstrated by communicating with clients while building trust and rapport
- Able to work individually without direct supervision while simultaneously being a team player
- Embraces change in an ever changing climate
- Provides exceptional customer service resulting in increase of sales
- Applies critical thinking skills as a way to connect ideas or used as an evaluation tool
- Able to identify a potential problem and find find salient solutions,
- Applies task management skills which allows me to work efficiently in the time given
- Able to recognize emotions in others and support them through challenging situations
- Able to view things from different perspectives
- Expert level customer service skills
- Expert level cashier/point of sale skills
- Experience in auditing clients chart which allowed me to ensure every client was receiving proper care and services
- Assisted in facilitating group sessions
- Conducted experimental research studies
- Proficient in Microsoft Word, Excel, Outlook, Powerpoint, Google Docs, Google Slides
References
REFERENCES
Available upon request
Timeline
Quality Assurance Assistant
Mckinley Children's Center
07.2019 - 07.2021
Administrative Assistant
Spero Psychological Services
01.2018 - 06.2019
Intern
Acacia Counseling
09.2017 - 02.2018
Sales Associate
Nordstrom Rack Department Store
11.2015 - 04.2018
Volunteer
The Thaddeus Foundation
05.2015 - 07.2015
Receptionist/Clerk
Kaiser Permanente
12.2011 - 03.2012
Sales Associate
Macy's, Montebello, CA & Macy's, West Covina
10.2009 - 09.2010
Sales Associate
Victoria's Secret
06.2007 - 07.2008
Associate's Degree - General Education
Mt. San Antonio College - Walnut. CA
Bachelor's Degree - Psychology
University Of La Verne
Similar Profiles
Ariel De TrinidadAriel De Trinidad
Mental Health Clinician at Mckinley Children's CenterMental Health Clinician at Mckinley Children's Center
Darrion RossDarrion Ross
Treatment Counselor at Mckinley Children's CenterTreatment Counselor at Mckinley Children's Center
Ashley RodriguezAshley Rodriguez
NA at Mckinley Children's CenterNA at Mckinley Children's Center