Graciela Hernandez
Permanency Planning Coordinator
Albuquerque,NM
Summary
Results-driven Solution Specialist known for high productivity and efficient task completion. Possess deep understanding of customer relationship management, technical troubleshooting, and project management. Excel in communication, teamwork, and adaptability, ensuring seamless collaboration and innovative problem-solving in fast-paced environments.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Permanency Planning Coordinator
CYFD
Albuquerque, NM
09.2023 - Current
- Conducted in-home assessments of families to determine the safety and wellbeing of children.
- Provided counseling services to parents and guardians on how to address issues with their children.
- Assisted in developing case plans that addressed the needs of abused or neglected children.
- Facilitated court proceedings related to child welfare cases and provided testimony when necessary.
- Attended meetings with parents, guardians, and other service providers to monitor progress towards goals established in case plans.
- Developed individualized treatment plans for each client based on assessment results and available resources.
- Monitored compliance with court orders regarding visitation rights between parents and guardians and their children.
- Maintained accurate records of all interactions with clients according to agency policies and procedures.
- Participated in training sessions on relevant topics such as trauma informed care, cultural competency, attachment theory.
- Utilized community resources such as mental health counselors and substance abuse programs when needed.
- Educated clients about available benefits from government agencies including Medicaid, food stamps, public housing assistance.
Preschool Lead Teacher
Cochiti Elementary
Albuquerque, NM
04.2022 - Current
- Worked with teaching staff to evaluate individual progress and recommend appropriate learning plans.
- Established guidelines for teacher performance, lesson planning and compliance with established procedures.
- Adopted technological advancements that engaged and empowered children.
- Followed APSD learning strategies.
- Completed documentation on individual children and teachers for recordkeeping.
- Improved academic performance by diversifying teaching techniques.
- Provided open and loving environment where children direct learning process.
- Reviewed facility environment, removed concerns and optimized for children's safety.
- Monitored students' academic, social and emotional progress and recorded in individual files.
- Motivated teaching staff to continually improve strategies and maximize student learning.
- Established positive communication with parents in daily conversation and formal conferences.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Developed curriculum to advance physical, emotional, social and cognitive growth of children.
Bilingual Customer Service Representative
Verizon Wireless
Albuquerque, NM
06.2018 - 12.2021
- Resolved concerns with products or services to help with retention and drive sales.
- Answered up to 100 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.
- Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
- Maintained and managed customer files and databases.
- Processed orders, credits and tracked returns.
- Upsold or cross-sold products and services when appropriate to fulfill customer needs or provide additional benefits.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Achieved and maintained departmental performance standards.
- Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
Subsitute Teacher
GISD
Sunland Park, NM
08.2005 - 05.2014
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Took over class for regular classroom teacher, managing assignments, student needs and recordkeeping.
- Diversified classroom instruction and group activities to successfully support students with unique strengths and learning styles.
- Implemented outlined grading and assessment techniques to document growth, development and knowledge advancements during teacher absence.
- Leveraged classroom discussion strategies to engage students, promote topics and boost learning opportunities.
- Provided instruction for students in core subject areas.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Administered standardized assessments with strict requirements and documented information in permanent records.
Department of Workforce Solution Specialist
Unemployment
- Assessed client information and prepared unemployment claims forms.
- Reviewed and verified accuracy of submitted documents.
- Provided guidance and assistance to claimants in completing applications.
- Investigated eligibility requirements for unemployment benefits.
- Responded to inquiries regarding unemployment insurance regulations, laws, policies, procedures, and claims status.
- Processed appeals on denied or overpaid claims.
- Analyzed financial records and other documentation to determine entitlement to benefits.
Education
School Personnel Licensure Level One PreK -12 Substitute Teacher - Licensure # 295302
Dona Ana Community College
Anthony, NM07-2021
High School Diploma -
Ysleta High School
El Paso, TXAssociate of Science - Nursing Assistance
Emerald School of Nursing
El Paso, TXNo Degree - Business Administration W A Concentration On HR
Strayers University
El Paso, TXSkills
- Ul>
- Student records management
- Team Building
- Key decision-making
- Safety awareness
- Training and mentoring
- Compliance understanding
- Product Knowledge
- Data Entry
- Safety Regulations
- Creative solutions
- Software troubleshooting
Certification
Licensed [Prek-12 substitute teacher
Languages
English
Full Professional
Spanish
Native/ Bilingual
Italian
Elementary
References
References available upon request.
Timeline
Permanency Planning Coordinator
CYFD
09.2023 - Current
Preschool Lead Teacher
Cochiti Elementary
04.2022 - Current
Bilingual Customer Service Representative
Verizon Wireless
06.2018 - 12.2021
Subsitute Teacher
GISD
08.2005 - 05.2014
Licensed [Prek-12 substitute teacher
Department of Workforce Solution Specialist
Unemployment
School Personnel Licensure Level One PreK -12 Substitute Teacher - Licensure # 295302
Dona Ana Community College
High School Diploma -
Ysleta High School
Associate of Science - Nursing Assistance
Emerald School of Nursing
No Degree - Business Administration W A Concentration On HR
Strayers University
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