FREDLY URBINA
Hemet,CA
Summary
Customer service specialist with over 4 years of experience in high-volume environments. Expertise in call handling, documentation, data entry, order tracking, and bilingual communication in English and Spanish. Delivers effective problem resolution and maintains organized operations while supporting diverse client needs.
Overview
7
7
years of professional experience
Work History
Patient Support Specialist
IHSS
Hemet, CA
11.2024 - Current
- Deliver personalized client support while documenting daily care updates with 100% completion accuracy.
- Resolve client issues through active listening, empathy, and solution-focused problem-solving.
- Communicate client concerns to supervisors and providers to ensure timely follow-up and service continuity.
- Maintain accurate service records and organized documentation to support quality standards confidentiality
Behavioral Wellness Specialist
Autism Spectrum Therapies AST
Temecula, CA
05.2024 - 10.2024
- Documented client progress and service data in digital systems, ensuring accurate and timely updates for effective service delivery.
- Addressed family questions and concerns, coordinating with case supervisor to enhance service accessibility and support.
- Addressed family questions, concerns, and service needs while coordinating with case supervisor.
- Tracked behavior trends and prepared detailed reports to inform planning and enhance decision-making processes.
Administrative Executive Assistant
Imagine Schools
Hemet, CA
08.2023 - 03.2024
- Managed high-volume multi-line phone calls, efficiently routing inquiries to appropriate extensions.
- Documented calls, visitor requests, and administrative updates with accuracy and attention to detail.
- Supported parents, visitors, staff, and students by addressing needs and facilitating tasks.
- Handled student records, data entry, and digital files to maintain accuracy in documentation.
- Maintained organized records to improve office workflow and response times.
Paraprofessional Educator
Hemet Unified School District
Hemet, CA
12.2021 - 06.2023
- Documented behavioral updates, service notes, and weekly reports to ensure accurate tracking of student progress.
- Coordinated with educators, staff, and families to provide timely support and resolve issues effectively.
- Supported students and staff in a high-demand environment while maintaining professionalism and patience.
- Maintained safe, organized, and service-focused learning environments.
- Ensured safe, organized, and service-focused learning environments to enhance student engagement and support.
Customer Relations Specialist
The Home Depot
Hemet, CA
02.2020 - 11.2021
- Facilitated customer orders, deliveries, and online pickups using order management tools, ensuring accurate information and timely service.
- Assisted customers with orders, deliveries, online pickups, and product inquiries using order management tools.
- Coordinated special orders and tracked customer requests, following up to confirm fulfillment and enhance customer satisfaction.
- Managed high-volume customer interactions daily, delivering quality service and resolving issues promptly.
- Maintained safety, compliance, and loss-prevention records.
Education
Associate - Psychology
Mount San Jacinto College
San Jacinto, CAHigh School Diploma -
Bellflower High School
Bellflower, CASkills
- Customer Service & Client Support
- Client Support Coordination
- Customer Inquiry Resolution
- Phone and Email Support
- Service Report Documentation
- Service Documentation
- Data entry
- Call Routing and Call Logging
- Scheduling & Follow-Up
- Confidential Records Management
- Fast-paced multitasking
- Bilingual communication
- Problem-solving skills
- Collaborative Problem-Solving
- Empathetic communication
- Empathetic communication
Timeline
Patient Support Specialist
IHSS
11.2024 - Current
Behavioral Wellness Specialist
Autism Spectrum Therapies AST
05.2024 - 10.2024
Administrative Executive Assistant
Imagine Schools
08.2023 - 03.2024
Paraprofessional Educator
Hemet Unified School District
12.2021 - 06.2023
Customer Relations Specialist
The Home Depot
02.2020 - 11.2021
Associate - Psychology
Mount San Jacinto College
High School Diploma -
Bellflower High School